It's closing time: : territorial behaviors from customers in response to front line employees

Published on Mar 1, 2014in Journal of Retailing5.245
· DOI :10.1016/J.JRETAI.2013.10.001
Christy Ashley9
Estimated H-index: 9
(ECU: East Carolina University),
Stephanie M. Noble23
Estimated H-index: 23
(College of Business Administration)
Sources
Abstract
Retailers can benefit from an increased understanding of how human territoriality affects their relationships with customers. In the context of closing time, we show that issuance of boundary markers, or closing time cues, before the closing time boundary can result in perceptions of territory intrusion and territorial responses from customers. In study 1, we identify six types of cues used by employees to signal to customers the closing time boundary is approaching: productive, personal, audio–visual, withdrawal, hostility, and blocking cues. Three additional studies show these cues affect customers’ perceptions of intrusion pressure and their subsequent territorial responses, including: retaliation, abandonment and accession (studies 2–4) and negative word of mouth and temporary abandonment (study 4). Additionally, identification with the store can heighten or dampen the effects of customers’ perceptions of encroachment on their territorial responses (studies 3 and 4), depending on the retail context.
📖 Papers frequently viewed together
References58
Newest
#1Joseph K. Goodman (WashU: Washington University in St. Louis)H-Index: 13
#2Cynthia Cryder (WashU: Washington University in St. Louis)H-Index: 14
Last. Amar Cheema (UVA: University of Virginia)H-Index: 20
view all 3 authors...
Mechanical Turk (MTurk), an online labor system run by Amazon.com, provides quick, easy, and inexpensive access to online research participants. As use of MTurk has grown, so have questions from behavioral researchers about its participants, reliability, and low compensation. In this paper we review recent research about MTurk and compare MTurk participants to community and student samples on a set of personality dimensions and classic decision-making biases. Across two studies, we find many sim...
Source
#1Merlyn A. Griffiths (UNC: University of North Carolina at Chapel Hill)H-Index: 8
#2Mary C. Gilly (UCI: University of California, Irvine)H-Index: 27
"Third Place" servicescapes are often created to reflect home-like characteristics, expecting customers to relax, mingle, and consume their purchases. Yet, customers coopt the space, often using it as an extension of workplaces or homes. In pursuit of undistracted privacy, customers engage in territorial behaviors that communicate to other customers that intrusion is not welcome. While place attachment by loyal customers is positive for service providers, territorial behavior can have negative i...
Source
#1Lisa C. WanH-Index: 12
#2Michael K. Hui (CUHK: The Chinese University of Hong Kong)H-Index: 25
Last. Robert S. Wyer (CUHK: The Chinese University of Hong Kong)H-Index: 80
view all 3 authors...
A friendly relationship with a service provider can sometimes decrease the negative feelings that consumers experience as the result of a service failure. However, friendship is not always beneficial. When consumers focus their attention on the provider's obligation to respond to their needs, they react more negatively to a service failure when they are friends of the provider than when they have only a business relationship with him or her. When their attention is drawn to their own obligation ...
Source
#1Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 51
#2Beverley Sparks (Griffith University)H-Index: 52
Last. Doan N. Nguyen (UQ: University of Queensland)H-Index: 8
view all 3 authors...
Poor service encounters have the potential to leave customers feeling angry at the frontline service employee who serves them, angry at the organization, or angry at both parties. The 25 in-depth interviews (Study 1) and experimental work (Study 2) demonstrate how distributive (outcome fairness), procedural (response time) and interactional (treatment received) justice dimensions differentially affect where the customer targets her or his anger, either at the frontline employee or at the organiz...
Source
#1Allison R. Johnson (UWO: University of Western Ontario)H-Index: 11
#2Maggie Matear (Queen's University)H-Index: 1
Last. Matthew Thomson (UWO: University of Western Ontario)H-Index: 11
view all 3 authors...
This article extends theory around consumer-brand relationship quality by exploring conditions under which such relationships may be transformed into exceptionally negative dispositions toward once-coveted brands. Survey and experimental results indicate that the more self-relevant a consumer-brand relationship, the more likely are anti-brand retaliatory behaviors after the relationship ends. These anti-brand behaviors are diverse: from complaining to third parties, to negative word of mouth, to...
Source
#1Shankar Ganesan (UA: University of Arizona)H-Index: 23
#2Steven P. Brown (UH: University of Houston)H-Index: 29
Last. Hillbun Ho (NTU: Nanyang Technological University)H-Index: 8
view all 4 authors...
Abstract Using an assimilation and contrast framework, the authors assess the buffering and amplifying effects of relationship commitment on organizational buyers' intentions to switch suppliers when a relationship is strained by the incumbent's own misbehavior. The results of three studies show that both calculative and affective commitment buffer incumbent suppliers against minor incidences of their own misbehavior but that affective commitment also reliably amplifies the adverse effects of an...
Source
#1Xinshu Zhao (UNC: University of North Carolina at Chapel Hill)H-Index: 17
#2John G. Lynch (UNC: University of North Carolina at Chapel Hill)H-Index: 47
Last. Qimei Chen (U.H.: University of Hawaii at Manoa)H-Index: 21
view all 3 authors...
Baron and Kenny's procedure for determining if an independent variable affects a dependent variable through some mediator is so well known that it is used by authors and requested by reviewers almost reflexively. Many research projects have been terminated early in a research program or later in the review process because the data did not conform to Baron and Kenny's criteria, impeding theoretical development. While the technical literature has disputed some of Baron and Kenny's tests, this lite...
Source
#1Yany Grégoire (HEC Montréal)H-Index: 20
#2Daniel Laufer (Yeshiva University)H-Index: 14
Last. Thomas M. Tripp (WSU: Washington State University)H-Index: 24
view all 3 authors...
This article develops and tests a comprehensive model of customer revenge that contributes to the literature in three manners. First, we identify the key role played by the customer’s perception of a firm’s greed—that is, an inferred negative motive about a firm’s opportunistic intent—that dangerously energizes customer revenge. Perceived greed is found as the most influential cognition that leads to a customer desire for revenge, even after accounting for well studied cognitions (i.e., fairness...
Source
#1Janet R. McColl-Kennedy (UQ: University of Queensland)H-Index: 51
#2Paul G. Patterson (UNSW: University of New South Wales)H-Index: 51
Last. Michael K. Brady (FSU: Florida State University)H-Index: 30
view all 4 authors...
In this research, we examine customer rage-associated emotions, expressions, and behaviors following service failure. Three independent studies involving 656 respondents and multiple methods are employed to investigate customer rage. Scales for each form of rage emotion, expression, and behavior were developed and used to assess their interrelationships. Results suggest that different forms of customer rage emotions tend to be linked to different types of expressions and behaviors. For example, ...
Source
#1Graham Brown (Singapore Management University)H-Index: 88
Territoriality is an emerging concept of importance in organizations. Unfortunately, there does not exist currently a valid measure of territoriality with which to conduct research on territoriality in organizations. I developed a theoretically driven four-factor measure of territoriality. Six hundred and sixty-three people working in office settings completed an online survey about their territorial behaviors. Using confirmatory factor analysis I found that the four-factor structure had accepta...
Source
Cited By26
Newest
#1Yuan Wang (ECNU: East China Normal University)H-Index: 4
#2Xiang Li (TU: Temple University)H-Index: 119
Peer-to-peer (P2P) accommodation concerns economic transactions that involve people’s private territory. To provide a fresh perspective on P2P accommodation, this article emphasizes the territorial...
Source
The purpose of this paper is to investigate whether consumers experience territory infringements during interactions with other consumers on firm-managed social media pages and, if so, how consumers respond. In offline contexts, feelings of territoriality affect consumers’ responses to other people in ways that are detrimental to the firm. Less is known about the effects of territoriality in response to consumer-to-consumer interactions on social media. Firms need to understand the implications ...
Source
#1Nathan B. WarrenH-Index: 1
#1Lu Zhang (MSU: Michigan State University)H-Index: 15
#2Wei Wei (UCF: University of Central Florida)H-Index: 15
Last. Sean McGinley (FSU: Florida State University)H-Index: 10
view all 4 authors...
Abstract The present research examines the joint effects of density and power on consumers’ attitudes and revisit intentions in a restaurant context. A 2 (Density: high vs. low) x 2 (Power: high vs. low) quasi-experimental design was employed. The restaurant’s built density was manipulated by keeping (high density condition) or removing (low density condition) the extra tables in the restaurant. In addition, individuals’ sense of power was measured and served as a moderator. A total of 327 gener...
Source
Prices are among the most frequently discussed topics in consumer research. Although word-of-mouth is known to be highly influential and it is considered to be of growing importance, previous research has largely neglected price-related word-of-mouth, especially in a cross-cultural context. The present study fills this research gap by analyzing the effects of price-related word-of-mouth valence, price changes communicated by word-of-mouth, market mavenism and national culture on price fairness a...
Source
#1Young-nam Seo (Monash University Malaysia Campus)
#2Poong Oh (NTU: Nanyang Technological University)H-Index: 4
Last. Woo Yeong Kil (Kyung Hee University)
view all 3 authors...
Source
This study aims to examine the brand tourism effect observed in luxury hotels. The study assumed that when loyal customers of luxury hotels perceive two different types of non-loyal customers, loyal customers’ perceptions might influence their behavioral intention. In addition, two emotions (i.e. anger and pride) might mediate the relationship between perceptions and behavioral intention.,This study used a scenario-based experimental design. Data from 1,013 responses were analyzed using partial ...
Source
#1Sebastian Schneider (University of Mainz)
#2Frank Huber (University of Mainz)H-Index: 28
This study sheds light on the process of price-related word-of-mouth by exploring the dissemination of positively and negatively valanced price information as well as the role of social ties and ma...
Source
#1Seunghwan Lee (MU: University of Missouri)H-Index: 5
#2Dae-Young Kim (MU: University of Missouri)H-Index: 22
Abstract This study applies brand tourism effect to examine the loyal customers' different attitudinal responses caused by two types of non-loyal customers (i.e., brand immigrants and brand tourists) in the luxury hotel industry. The study also investigates the moderating role of psychological ownership on brand tourism effect. Conducting a 2 (types of non-loyal customers) * 2 (psychological ownership) experimental design, the results show that the loyal customers perceive brand tourists more fa...
Source
This study explores procrastination, a negative work behaviour, and its unlikely source, job passion. A dualistic conceptualization of job passion is explored in retail sales associate samples from the United States and China. The study tests relationships between harmonious job passion (HJP) and obsessive job passion (OJP) and the contingent effects of job satisfaction and salary level on their relationship to procrastination.,Data came from an online survey issued in the United States and Chin...
Source
This website uses cookies.
We use cookies to improve your online experience. By continuing to use our website we assume you agree to the placement of these cookies.
To learn more, you can find in our Privacy Policy.