HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES

Detalhes bibliográficos
Autor(a) principal: da Costa Hernandez, José Mauro
Data de Publicação: 2012
Outros Autores: Marques Teixeira, João
Tipo de documento: Artigo
Idioma: por
Título da fonte: REAd (Porto Alegre. Online)
Texto Completo: https://seer.ufrgs.br/index.php/read/article/view/38459
Resumo: Induced by the recent debate regarding the influence that the store environment can have on consumers and by the massive amount of resources that retailers have spent in order to create satisfied consumers, this study proposes a new model in which the relationship between store environment variables (physical environment, organization, assortment, and salesman service) and retail outcomes variables (satisfaction, repurchase intention, and word-of-mouth) is mediated by hedonic andutilitarian shopping values. To test the theoretical model, data were collected from the 399 respondents who purchased appliances at a store located in the city of São Paulo, Brazil. The results indicated that among the environmental variables of the store, only the assistance of salesman has positively influenced the values of hedonic and utilitarian shopping. Hedonic shopping value influenced positively all the retail outcomes variables while utilitarian shopping value did not influence any of them. The results suggest that in this particular case, hedonic shopping value was much more important than utilitarian shopping value to determine purchase satisfaction, repurchase intention, and intention of word-of-mouth. The results also suggest the greater importance of salesman service in situations that the store environment is not especially attractive or different.
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spelling HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMESVALORES DE COMPRA HEDÔNICO E UTILITÁRIO: OS ANTECEDENTES E AS RELAÇÕES COM OS RESULTADOS DO VAREJOValor de compra hedônicovalor de compra utilitárioambiente físico de lojasatisfaçãoboca a bocaintenção de recompra.Hedonic shopping valueutilitarian shopping valuestore physical environmentsatisfactionword-of-mouthrepurchase intention.Induced by the recent debate regarding the influence that the store environment can have on consumers and by the massive amount of resources that retailers have spent in order to create satisfied consumers, this study proposes a new model in which the relationship between store environment variables (physical environment, organization, assortment, and salesman service) and retail outcomes variables (satisfaction, repurchase intention, and word-of-mouth) is mediated by hedonic andutilitarian shopping values. To test the theoretical model, data were collected from the 399 respondents who purchased appliances at a store located in the city of São Paulo, Brazil. The results indicated that among the environmental variables of the store, only the assistance of salesman has positively influenced the values of hedonic and utilitarian shopping. Hedonic shopping value influenced positively all the retail outcomes variables while utilitarian shopping value did not influence any of them. The results suggest that in this particular case, hedonic shopping value was much more important than utilitarian shopping value to determine purchase satisfaction, repurchase intention, and intention of word-of-mouth. The results also suggest the greater importance of salesman service in situations that the store environment is not especially attractive or different.Motivado pelo crescente debate sobre a influência que o ambiente de uma loja pode exercer nos consumidores e pela enorme quantidade de recursos que os varejistas devotam para criar clientes satisfeitos e leais, este artigo propõe um novo modelo em que a relação entre as variáveis ambientais da loja (ambiente físico, organização, sortimento e  atendimento dos vendedores) e as variáveis de resultado do varejo (satisfação com a compra, intenção de recompra e intenção de boca a boca) é intermediada pelos valores de compra hedônico e utilitário. Para testar o modelo teórico, foram realizadas 399 entrevistas com pessoas que adquiriram eletrodomésticos em lojas de uma rede de varejo na cidade de São Paulo, Brasil. Os resultados indicaram que, dentre as variáveis ambientais da loja, apenas o atendimento dos vendedores influenciou positivamente os valores de compra hedônico e utilitário. Por sua vez, o valor de compra hedônico influenciou positivamente todas as variáveis de resultado do varejo enquanto que o valor de compra utilitário não influenciou nenhuma da variáveis de resultado do varejo. Os resultados sugerem que, neste caso, o valor hedônico foi muito maisimportante que o valor utilitário para a satisfação com a compra, a intenção de voltar à loja e a intenção de engajar-se em boca a boca positivo. Os resultados também sugerem a grande importância do atendimento dos vendedores em situações de varejo em que o ambiente da loja não se revela particularmente atraente ou diferenciado.Universidade Federal do Rio Grande do Sul2012-04-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionscientific articleAvaliado pelos paresartigo científicoapplication/pdfhttps://seer.ufrgs.br/index.php/read/article/view/38459Electronic Review of Administration; Vol. 18 No. 1 (2012): Edição 71 - jan/abr 2012; 130-160Revista Electrónica de Administración; Vol. 18 Núm. 1 (2012): Edição 71 - jan/abr 2012; 130-160Revista Eletrônica de Administração; v. 18 n. 1 (2012): Edição 71 - jan/abr 2012; 130-1601413-23111980-4164reponame:REAd (Porto Alegre. Online)instname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSporhttps://seer.ufrgs.br/index.php/read/article/view/38459/24712da Costa Hernandez, José MauroMarques Teixeira, Joãoinfo:eu-repo/semantics/openAccess2013-04-05T15:08:13Zoai:seer.ufrgs.br:article/38459Revistahttp://seer.ufrgs.br/index.php/read/indexPUBhttps://seer.ufrgs.br/read/oaiea_read@ufrgs.br1413-23111413-2311opendoar:2013-04-05T15:08:13REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS)false
dc.title.none.fl_str_mv HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES
VALORES DE COMPRA HEDÔNICO E UTILITÁRIO: OS ANTECEDENTES E AS RELAÇÕES COM OS RESULTADOS DO VAREJO
title HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES
spellingShingle HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES
da Costa Hernandez, José Mauro
Valor de compra hedônico
valor de compra utilitário
ambiente físico de loja
satisfação
boca a boca
intenção de recompra.
Hedonic shopping value
utilitarian shopping value
store physical environment
satisfaction
word-of-mouth
repurchase intention.
title_short HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES
title_full HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES
title_fullStr HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES
title_full_unstemmed HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES
title_sort HEDONIC AND UTILITARIAN SHOPPING VALUES: ANTECEDENTS AND RELATIONSHIP WITH RETAIL OUTCOMES
author da Costa Hernandez, José Mauro
author_facet da Costa Hernandez, José Mauro
Marques Teixeira, João
author_role author
author2 Marques Teixeira, João
author2_role author
dc.contributor.author.fl_str_mv da Costa Hernandez, José Mauro
Marques Teixeira, João
dc.subject.por.fl_str_mv Valor de compra hedônico
valor de compra utilitário
ambiente físico de loja
satisfação
boca a boca
intenção de recompra.
Hedonic shopping value
utilitarian shopping value
store physical environment
satisfaction
word-of-mouth
repurchase intention.
topic Valor de compra hedônico
valor de compra utilitário
ambiente físico de loja
satisfação
boca a boca
intenção de recompra.
Hedonic shopping value
utilitarian shopping value
store physical environment
satisfaction
word-of-mouth
repurchase intention.
description Induced by the recent debate regarding the influence that the store environment can have on consumers and by the massive amount of resources that retailers have spent in order to create satisfied consumers, this study proposes a new model in which the relationship between store environment variables (physical environment, organization, assortment, and salesman service) and retail outcomes variables (satisfaction, repurchase intention, and word-of-mouth) is mediated by hedonic andutilitarian shopping values. To test the theoretical model, data were collected from the 399 respondents who purchased appliances at a store located in the city of São Paulo, Brazil. The results indicated that among the environmental variables of the store, only the assistance of salesman has positively influenced the values of hedonic and utilitarian shopping. Hedonic shopping value influenced positively all the retail outcomes variables while utilitarian shopping value did not influence any of them. The results suggest that in this particular case, hedonic shopping value was much more important than utilitarian shopping value to determine purchase satisfaction, repurchase intention, and intention of word-of-mouth. The results also suggest the greater importance of salesman service in situations that the store environment is not especially attractive or different.
publishDate 2012
dc.date.none.fl_str_mv 2012-04-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
scientific article
Avaliado pelos pares
artigo científico
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://seer.ufrgs.br/index.php/read/article/view/38459
url https://seer.ufrgs.br/index.php/read/article/view/38459
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://seer.ufrgs.br/index.php/read/article/view/38459/24712
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal do Rio Grande do Sul
publisher.none.fl_str_mv Universidade Federal do Rio Grande do Sul
dc.source.none.fl_str_mv Electronic Review of Administration; Vol. 18 No. 1 (2012): Edição 71 - jan/abr 2012; 130-160
Revista Electrónica de Administración; Vol. 18 Núm. 1 (2012): Edição 71 - jan/abr 2012; 130-160
Revista Eletrônica de Administração; v. 18 n. 1 (2012): Edição 71 - jan/abr 2012; 130-160
1413-2311
1980-4164
reponame:REAd (Porto Alegre. Online)
instname:Universidade Federal do Rio Grande do Sul (UFRGS)
instacron:UFRGS
instname_str Universidade Federal do Rio Grande do Sul (UFRGS)
instacron_str UFRGS
institution UFRGS
reponame_str REAd (Porto Alegre. Online)
collection REAd (Porto Alegre. Online)
repository.name.fl_str_mv REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS)
repository.mail.fl_str_mv ea_read@ufrgs.br
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