IDEAS home Printed from https://ideas.repec.org/a/eee/aumajo/v18y2010i3p120-131.html
   My bibliography  Save this article

Social and spatial influence of customers on other customers in the social-servicescape

Author

Listed:
  • Tombs, Alastair G.
  • McColl-Kennedy, Janet R.

Abstract

Drawing on Social Facilitation theory and Affiliative Conflict theory, this three study paper investigates the social and spatial influence customers have on other customers present in a social servicescape–cafes. Unobtrusive, naturalistic observation is used to identify, categorise and evaluate the behaviour of customers on other customers across two empirical studies. In total 242 episodes were observed and analysed from 40 separate observation sessions, ranging from 60 to 150min across three settings. A third study, comprised of four focus groups explores the why of the observed behaviours of Studies 1 and 2, and supports their key findings.

Suggested Citation

  • Tombs, Alastair G. & McColl-Kennedy, Janet R., 2010. "Social and spatial influence of customers on other customers in the social-servicescape," Australasian marketing journal, Elsevier, vol. 18(3), pages 120-131.
    • Handle: RePEc:eee:aumajo:v:18:y:2010:i:3:p:120-131
    DOI: 10.1016/j.ausmj.2010.04.001
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S1441358210000285
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ausmj.2010.04.001?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jennifer J. Argo & Darren W. Dahl & Rajesh V. Manchanda, 2005. "The Influence of a Mere Social Presence in a Retail Context," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 32(2), pages 207-212, September.
    2. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    3. Dahl, Darren W & Manchanda, Rajesh V & Argo, Jennifer J, 2001. "Embarrassment in Consumer Purchase: The Roles of Social Presence and Purchase Familiarity," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(3), pages 473-481, December.
    4. Rogers, Everett M, 1976. "New Product Adoption and Diffusion," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 2(4), pages 290-301, March.
    5. Hui, Michael K & Bateson, John E G, 1991. "Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(2), pages 174-184, September.
    6. Bowen, David E., 1990. "Interdisciplinary study of service: Some progress, some prospects," Journal of Business Research, Elsevier, vol. 20(1), pages 71-79, January.
    7. Zhou, Rongrong & Soman, Dilip, 2003. "Looking Back: Exploring the Psychology of Queuing and the Effect of the Number of People Behind," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 29(4), pages 517-530, March.
    8. Ward, James C. & Barnes, John W., 2001. "Control and affect: the influence of feeling in control of the retail environment on affect, involvement, attitude, and behavior," Journal of Business Research, Elsevier, vol. 54(2), pages 139-144, November.
    9. Mangold, W. Glynn & Faulds, David J., 2009. "Social media: The new hybrid element of the promotion mix," Business Horizons, Elsevier, vol. 52(4), pages 357-365, July.
    10. Grossbart, Sanford & Hampton, Ronald & Rammohan, B. & Lapidus, Richard S., 1990. "Environmental dispositions and customer response to store atmospherics," Journal of Business Research, Elsevier, vol. 21(3), pages 225-241, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Aude Ducroquet & Elodie Jouny-Rivier, 2016. "Customer-to-customer Co-creation: The Impacts of Fans' experience in the Context of Large Public Events," Post-Print hal-02534120, HAL.
    2. Arne K. Albrecht & Gianfranco Walsh & Simon Brach & Dwayne D. Gremler & Erica Herpen, 2017. "The influence of service employees and other customers on customer unfriendliness: a social norms perspective," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 827-847, November.
    3. Jin-Woo Park & Young Kyung Ryu, 2019. "Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)," Sustainability, MDPI, vol. 11(15), pages 1-17, August.
    4. Nguyen Bac Nguyen & João Carlos Rosmaninho Menezes, 2021. "The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 391-444, September.
    5. Finsterwalder, Jörg & Chen, Ning (Chris) & Hall, C. Michael & Prayag, Girish & Tombs, Alastair, 2024. "Transformative places and the citizenship experience: A dynamic perspective of disasters, transitional servicescapes, and place attachment," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    6. Huan Sun & Shaofeng Wu & Yanning Li & Guangquan Dai, 2019. "Tourist-to-Tourist Interaction at Festivals: A Grounded Theory Approach," Sustainability, MDPI, vol. 11(15), pages 1-15, July.
    7. Lee, Jacob C. & Kim, Jungkeun & Kwak, Kyuseop, 2018. "A multi-attribute examination of consumer conformity in group-level ordering," Australasian marketing journal, Elsevier, vol. 26(1), pages 41-48.
    8. Uhrich, Sebastian & Tombs, Alastair, 2014. "Retail customers' self-awareness: The deindividuation effects of others," Journal of Business Research, Elsevier, vol. 67(7), pages 1439-1446.
    9. Grossman, Ori & Rachamim, Matti, 2024. "How can coffee shops draw customers back after COVID-19? the influence of psychological distance on coffee versus tea preference," Journal of Business Research, Elsevier, vol. 172(C).
    10. Jennifer Robinson & Marta Sinclair & Jutta Tobias & Ellen Choi, 2017. "More Dynamic Than You Think: Hidden Aspects of Decision-Making," Administrative Sciences, MDPI, vol. 7(3), pages 1-29, July.
    11. Nguyen, July & Ferraro, Carla & Sands, Sean, 2020. "Similarity over difference: How congruency in customer characteristics drives service experiences," Journal of Business Research, Elsevier, vol. 121(C), pages 592-603.
    12. Pöppel, Jürgen & Finsterwalder, Jörg & Laycock, Rebecca A., 2018. "Developing a film-based service experience blueprinting technique," Journal of Business Research, Elsevier, vol. 85(C), pages 459-466.
    13. Buonincontri, P. & Morvillo, A. & Okumus, F. & van Niekerk, M., 2017. "Managing the experience co-creation process in tourism destinations: Empirical findings from Naples," Tourism Management, Elsevier, vol. 62(C), pages 264-277.
    14. Uhrich, Sebastian, 2011. "Explaining non-linear customer density effects on shoppers’ emotions and behavioral intentions in a retail context: The mediating role of perceived control," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 405-413.
    15. Luck, Michael & Benkenstein, Martin, 2015. "Consumers between supermarket shelves: The influence of inter-personal distance on consumer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 104-114.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Argo, Jennifer J. & Dahl, Darren W., 2020. "Social Influence in the Retail Context: A Contemporary Review of the Literature," Journal of Retailing, Elsevier, vol. 96(1), pages 25-39.
    2. Dahm, Martin & Wentzel, Daniel & Herzog, Walter & Wiecek, Annika, 2018. "Breathing Down Your Neck!," Journal of Retailing, Elsevier, vol. 94(2), pages 217-230.
    3. Uhrich, Sebastian, 2011. "Explaining non-linear customer density effects on shoppers’ emotions and behavioral intentions in a retail context: The mediating role of perceived control," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 405-413.
    4. Kohei Kawaguchi & Kosuke Uetake & Yasutora Watanabe, 2019. "Effectiveness of Product Recommendations Under Time and Crowd Pressures," Marketing Science, INFORMS, vol. 38(2), pages 253-273, March.
    5. Myles Landers, V. & Esmark Jones, Carol L. & Barney, Christian, 2024. "The social influence of employee groups: Understanding the impact of employee groups on customer intentions through intimidation," Journal of Business Research, Elsevier, vol. 170(C).
    6. He, Yi & Chen, Qimei & Alden, Dana L., 2012. "Consumption in the public eye: The influence of social presence on service experience," Journal of Business Research, Elsevier, vol. 65(3), pages 302-310.
    7. Luck, Michael & Benkenstein, Martin, 2015. "Consumers between supermarket shelves: The influence of inter-personal distance on consumer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 104-114.
    8. repec:dgr:rugsom:04f04 is not listed on IDEAS
    9. Hwang, YooHee & Shin, Joongwon & Mattila, Anna S., 2018. "So private, yet so public: The impact of spatial distance, other diners, and power on solo dining experiences," Journal of Business Research, Elsevier, vol. 92(C), pages 36-47.
    10. Jana Holthöwer & Jenny Doorn, 2023. "Robots do not judge: service robots can alleviate embarrassment in service encounters," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 767-784, July.
    11. Eroglu, Sevgin A. & Machleit, Karen A. & Davis, Lenita M., 2001. "Atmospheric qualities of online retailing: A conceptual model and implications," Journal of Business Research, Elsevier, vol. 54(2), pages 177-184, November.
    12. Massara, Francesco & Liu, Sandra S. & Melara, Robert D., 2010. "Adapting to a retail environment: Modeling consumer-environment interactions," Journal of Business Research, Elsevier, vol. 63(7), pages 673-681, July.
    13. Hsieh, Jung-Kuei & Hsieh, Yi-Ching & Chiu, Hung-Chang & Yang, Ya-Ru, 2014. "Customer Response to Web Site Atmospherics: Task-relevant Cues, Situational Involvement and PAD," Journal of Interactive Marketing, Elsevier, vol. 28(3), pages 225-236.
    14. Collier, Joel E. & Barnes, Donald C., 2015. "Self-service delight: Exploring the hedonic aspects of self-service," Journal of Business Research, Elsevier, vol. 68(5), pages 986-993.
    15. Ringler, Christine & Jones, Carol L. Esmark & Stevens, Jennifer L., 2022. "The Ostrich effect: Feeling hidden amidst the ambient sound of human voices," Journal of Retailing, Elsevier, vol. 98(4), pages 593-610.
    16. Valérie Guillard & Eva Delacroix, 2012. ""J'espère que ce commerçant ne me parlera pas !" : l'effet de l'anxiété sociale et du degré d'intimité de la conversation sur l'intention de revenir dans le point de vente," Post-Print hal-01630516, HAL.
    17. Jia Gao & Ying Rong & Xin Tian & Yuliang Yao, 2024. "Improving Convenience or Saving Face? An Empirical Analysis of the Use of Facial Recognition Payment Technology in Retail," Information Systems Research, INFORMS, vol. 35(1), pages 16-27, March.
    18. Söderlund, Magnus, 2011. "Other customers in the retail environment and their impact on the customer’s evaluations of the retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 18(3), pages 174-182.
    19. Lee, Myounggu & Cho, Jihoon & Kim, Youngju & Kim, Hye-Jin, 2023. "Impact of movie-watching on cross-selling revenue in shopping malls: Implications for post-pandemic recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    20. Surachartkumtonkun, Jiraporn & Patterson, Paul G. & McColl-Kennedy, Janet R., 2013. "Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type," Journal of Retailing, Elsevier, vol. 89(1), pages 72-87.
    21. Sungwoo Choi & Anna S. Mattila, 2018. "The Effect of Experience Congruity on Repurchase Intention: The Moderating Role of Public Commitment," Service Science, INFORMS, vol. 10(2), pages 124-138, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:aumajo:v:18:y:2010:i:3:p:120-131. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/australasian-marketing-journal/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.