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In‐store shopping hassles: Conceptualization and classification

Lee, Jaehoon, Ko, Guihan (2020) In‐store shopping hassles: Conceptualization and classification. International Journal of Consumer Studies, . ISSN 1470-6423. E-ISSN 1470-6431. (doi:10.1111/ijcs.12607) (KAR id:82791)


A positive shopping experience provides retailers with a competitive advantage. However, retail environments pose numerous hassles that may negatively affect consumer experiences. Integrating perspectives from attribution theory and expectation theory, we examine the concept of shopping hassle and how it differs from that of retail service failure. Furthermore, we utilize qualitative approaches to explore what shopping episodes consumers perceive as hassles. Conducting semi-structured in-depth interviews in Study 1, we develop a classification framework of in-store shopping hassles. In Study 2, we use a critical incident technique approach to gain a further understanding of types of shopping hassle.

Item Type: Article
DOI/Identification number: 10.1111/ijcs.12607
Uncontrolled keywords: consumer experience; retail environments; shopping hassle; service failure
Subjects: H Social Sciences
Divisions: Divisions > Kent Business School - Division > Department of Leadership and Management
Depositing User: Guihan Ko
Date Deposited: 07 Sep 2020 10:15 UTC
Last Modified: 26 Jul 2022 23:00 UTC
Resource URI: (The current URI for this page, for reference purposes)

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