Developing a holistic understanding of consumers’ experiences: An integrative analysis of objective and subjective elements in physical retail purchases

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dc.contributor.authorDalmoro, Marlon
dc.contributor.authorGIULIANA ISABELLA
dc.contributor.authorAlmeida, Stefânia Ordovás de
dc.contributor.authorFleck, João Pedro dos Santos
dc.coverage.paisNão Informadopt_BR
dc.creatorDalmoro, Marlon
dc.creatorAlmeida, Stefânia Ordovás de
dc.creatorFleck, João Pedro dos Santos
dc.date.accessioned2022-10-14T14:38:23Z
dc.date.available2022-10-14T14:38:23Z
dc.date.issued2019
dc.description.otherPurpose This paper aims to investigate how the physical and sensory environmental triggers interact with subjective consumer evaluations in the production of shopping experiences, an under-investigated theme, despite its relevance. Design/methodology/approach An interpretative multi-method approach was used by combining video observation with camera eyeglasses and in-depth interviews with 30 customers of a department store. Findings Results offer a holistic framework with four-dimensional axial combination involving physical comfort, psychological comfort, physical product evaluation and sensorial product evaluation. Based on this framework, results highlight the role of comfort and products in producing shopping experience in ordinary store visits. Research limitations/implications The findings contribute both to consumer experience studies and to the retail marketing literature in shading a light on experience production in ordinary store visits. Specifically, we detail these visits not as a static response to a given environment stimulus, but as a simultaneous objective and subjective combination able to produce experience. Practical implications The results encourage managers to understand the experience production not just as an outcome of managerially influenced elements, like décor or odor. It involves considering subjective elements in the design of consumers’ physical and sensorial retail experiences. Originality/value Adopting an innovative method of empirical data collection, results generated a framework that integrates the objective shopping environment and subjective consumer responses. This research considers the role of comfort and product features and quality both physically and sensorially to develop experiences in a holistic manner in ordinary shopping visits.pt_BR
dc.format.extent2054 - 2079pt_BR
dc.format.mediumDigitalpt_BR
dc.identifier.doi10.1108/EJM-10-2016-0586pt_BR
dc.identifier.issn0309-0566pt_BR
dc.identifier.issue10pt_BR
dc.identifier.urihttps://repositorio.insper.edu.br/handle/11224/4287
dc.identifier.volume53pt_BR
dc.language.isoInglêspt_BR
dc.publisherEmerald Publishing Limitedpt_BR
dc.relation.ispartofEuropean Journal of Marketingpt_BR
dc.rights.licenseO INSPER E ESTE REPOSITÓRIO NÃO DETÊM OS DIREITOS DE USO E REPRODUÇÃO DOS CONTEÚDOS AQUI REGISTRADOS. É RESPONSABILIDADE DOS USUÁRIOS INDIVIDUAIS VERIFICAR OS USOS PERMITIDOS NA FONTE ORIGINAL, RESPEITANDO-SE OS DIREITOS DE AUTOR OU EDITORpt_BR
dc.subject.keywordsEnvironmental triggerspt_BR
dc.subject.keywordsOrdinary store visitspt_BR
dc.subject.keywordsPhysical retailpt_BR
dc.subject.keywordsConsumer subjectivitiespt_BR
dc.subject.keywordsConsumers’ experiencept_BR
dc.titleDeveloping a holistic understanding of consumers’ experiences: An integrative analysis of objective and subjective elements in physical retail purchasespt_BR
dc.typejournal article
dspace.entity.typePublication
local.identifier.sourceUrihttps://www.emerald.com/insight/content/doi/10.1108/EJM-10-2016-0586/full/html
local.subject.cnpqCiências Sociais Aplicadaspt_BR
local.typeArtigo Científicopt_BR
relation.isAuthorOfPublication394598a8-fe04-4eb9-b54d-adbf1979d28b
relation.isAuthorOfPublication.latestForDiscovery394598a8-fe04-4eb9-b54d-adbf1979d28b
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