TY - JOUR
T1 - The impact of entertainment and social interaction with salespeople on mall shopper satisfaction
T2 - the mediating role of emotional states
AU - Elmashhara, Maher Georges
AU - Soares, Ana Maria
N1 - Publisher Copyright:
© 2019, Emerald Publishing Limited.
PY - 2019/4/4
Y1 - 2019/4/4
N2 - Purpose: The purpose of this paper is to understand the role played by emotional states in the relationship between entertainment and social interaction with salespeople and shopper satisfaction. Design/methodology/approach: The proposed model was tested using a survey-based study, with a sample size of 318 mall shoppers. Findings: The results indicate that pleasure and dominance are mediators in the relationship between entertainment and social interaction with salespeople and mall shopper satisfaction. Moreover, regarding the direct relations, entertainment directly influences satisfaction, while social interaction does not. Practical implications: The results have practical implications for mall managers and mall developers. Specifically, entertainment can be used to attract shoppers and to enhance their satisfaction with the overall shopping experience. Practical suggestions to this end are offered. Originality/value: This study’s contribution is twofold: first, this study adds to research by addressing the gap in research regarding shopper emotional states. Specifically, it addresses the mediating role played by emotional states of shoppers on the impact of entertainment and social interaction in satisfaction. Second, the study concentrates on the role of salespeople by focusing on the social aspects of the interaction.
AB - Purpose: The purpose of this paper is to understand the role played by emotional states in the relationship between entertainment and social interaction with salespeople and shopper satisfaction. Design/methodology/approach: The proposed model was tested using a survey-based study, with a sample size of 318 mall shoppers. Findings: The results indicate that pleasure and dominance are mediators in the relationship between entertainment and social interaction with salespeople and mall shopper satisfaction. Moreover, regarding the direct relations, entertainment directly influences satisfaction, while social interaction does not. Practical implications: The results have practical implications for mall managers and mall developers. Specifically, entertainment can be used to attract shoppers and to enhance their satisfaction with the overall shopping experience. Practical suggestions to this end are offered. Originality/value: This study’s contribution is twofold: first, this study adds to research by addressing the gap in research regarding shopper emotional states. Specifically, it addresses the mediating role played by emotional states of shoppers on the impact of entertainment and social interaction in satisfaction. Second, the study concentrates on the role of salespeople by focusing on the social aspects of the interaction.
KW - Social interaction
KW - Entertainment
KW - Emotional states
KW - PAD scale
KW - Shopper satisfaction
KW - Shopping malls
UR - http://www.scopus.com/inward/record.url?scp=85062816651&partnerID=8YFLogxK
U2 - 10.1108/ijrdm-06-2018-0112
DO - 10.1108/ijrdm-06-2018-0112
M3 - Article
AN - SCOPUS:85062816651
SN - 0959-0552
VL - 47
SP - 94
EP - 110
JO - International Journal of Retail and Distribution Management
JF - International Journal of Retail and Distribution Management
IS - 2
ER -