Abstract
Using survey and transaction data from a natural experiment in a fast-food chain, the authors investigate the effects of store remodeling. They test (1) short- and long-term effects on customers' cognitions, affect, and behavioral intentions; (2) the moderating impact of spontaneous versus planned and group versus single-customer store visits; and (3) the differential effects on two store performance measures: average customer spending and store traffic. The results show that, in line with adaptation-level theory, short-term remodeling effects lose strength in the long run (i.e., after six months). Furthermore, customers on a spontaneous trip or in a group tend to be more responsive to store remodeling than customers on a planned trip or alone. Finally, whereas average spending increases in the short run and then returns to the baseline, store traffic initially remains unaffected and even shows a dip in the long run. These findings imply that ignoring the time-variant character of remodeling effects, the nature of customers' store visits, or the impact on store traffic may lead to inappropriate allocation of marketing resources.
Original language | English |
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Pages (from-to) | 71-87 |
Number of pages | 17 |
Journal | Journal of Marketing |
Volume | 75 |
Issue number | 5 |
DOIs | |
Publication status | Published - Sept 2011 |
Keywords
- servicescape
- store remodeling
- adaptation-level theory
- marketing effectiveness
- long-term effects
- SOCIAL FACILITATION
- STORE ENVIRONMENT
- BACKGROUND MUSIC
- BEHAVIOR
- IMPACT
- CONSUMPTION
- SATISFACTION
- CUSTOMERS
- CONSUMERS
- PATRONAGE