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Smart Subcategories: How Assortment Formats Influence Consumer Learning and Satisfaction

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  • Cait Poynor
  • Stacy Wood

Abstract

We show that formats used by retailers to organize assortments into subcategories can enhance or encumber consumers' learning and satisfaction. For more knowledgeable consumers, unexpected subcategory formats provide a newness cue, thereby increasing effort, learning, and satisfaction. That is, unexpected subcategory formats help more knowledgeable consumers overcome complacency and benefit more from their shopping experience. Conversely, unexpected subcategory formats lead to decreases in learning and satisfaction among lower prior knowledge consumers. Interestingly, we also find that consumers are relatively well calibrated with regard to the effects of more and less expected subcategory formats, anticipating that less expected formats may help more knowledgeable consumers. Taken together, these findings suggest that subcategory formats can be tailored to consumers' prior knowledge levels in ways that yield both expected and actual benefits. (c) 2009 by JOURNAL OF CONSUMER RESEARCH, Inc..

Suggested Citation

  • Cait Poynor & Stacy Wood, 2010. "Smart Subcategories: How Assortment Formats Influence Consumer Learning and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(1), pages 159-175, June.
    • Handle: RePEc:oup:jconrs:v:37:y:2010:i:1:p:159-175
    DOI: 10.1086/649906
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    Cited by:

    1. Wang, Shih-Ching & Lang, Mark, 2015. "The effects of special displays on shopping behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 125-132.
    2. Vakeel, Khadija Ali & Fudurić, Morana & Malthouse, Edward C., 2021. "Extending variety seeking to multi-sided platforms: Impact of new retailer listing," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Bosangit, Carmela & Demangeot, Catherine, 2016. "Exploring reflective learning during the extended consumption of life experiences," Journal of Business Research, Elsevier, vol. 69(1), pages 208-215.
    4. Gabriele Pizzi & Gian Luca Marzocchi, 2020. "Consumer-defined assortments: application of card-sorting to category management," Italian Journal of Marketing, Springer, vol. 2020(1), pages 67-84, March.
    5. Kahn, Barbara E., 2017. "Using Visual Design to Improve Customer Perceptions of Online Assortments," Journal of Retailing, Elsevier, vol. 93(1), pages 29-42.
    6. Frank Goedertier & Kristof Geskens & Maggie Geuens & Bert Weijters, 2012. "Increasing choice satisfaction through goal-based labeling," Marketing Letters, Springer, vol. 23(1), pages 119-136, March.
    7. Mendini, Monica & Peter, Paula C. & Gibbert, Michael, 2018. "The dual-process model of similarity in cause-related marketing: How taxonomic versus thematic partnerships reduce skepticism and increase purchase willingness," Journal of Business Research, Elsevier, vol. 91(C), pages 195-204.
    8. Oppewal, Harmen & Huybers, Twan & Crouch, Geoffrey I., 2015. "Tourist destination and experience choice: A choice experimental analysis of decision sequence effects," Tourism Management, Elsevier, vol. 48(C), pages 467-476.

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