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Negative emotions, value and relationships: Differences between women and men

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  • Babin, Barry J.
  • Griffin, Mitch
  • Borges, Adilson
  • Boles, James S.

Abstract

Service experiences are characterized by emotions that help shape the value in use received by the customer. Negative emotion plays an important role in all of consumer psychology and all too often consumers experience some degree of negative emotion during a consumption experience. This research sheds light on how these negative shopping emotions experienced by men and women in a typical shopping environment affect value and relationships in the form of shopper behavior, commitment and share of wallet. A theoretical process is explained and modeled with a sample of mall shoppers. Results overall suggest that negative emotions affect the shopping experience more for women than for men in terms of perceived value and loyalty. In contrast, the behavior–commitment relationship is stronger for men.

Suggested Citation

  • Babin, Barry J. & Griffin, Mitch & Borges, Adilson & Boles, James S., 2013. "Negative emotions, value and relationships: Differences between women and men," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 471-478.
    • Handle: RePEc:eee:joreco:v:20:y:2013:i:5:p:471-478
    DOI: 10.1016/j.jretconser.2013.04.007
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    9. Beatrice Luceri & Sabrina Latusi & Elisa Martinelli, 2014. "L?acquirente cross-format: modelli di mobilit? nel rocery," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2014(3), pages 19-39.
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