Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
Einleitung Read chapter Read first chapter

2019 | OriginalPaper | Chapter

2. Die Gestaltung des Einkaufserlebnisses

Author : Andreas Toth

Published in: Die Treiber der Customer Experience

Publisher: Springer Fachmedien Wiesbaden

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Zusammenfassung

In diesem Kapitel wird auf die Grundlagen der Einkaufserlebnisforschung eingegangen. Zielsetzung hier ist es, ein möglichst umfassendes Verständnis der Treiber des Einkaufserlebnisses zu erlangen und dabei auf aktuelle Entwicklungen in der Gestaltung des Einkaufserlebnisses in der Praxis einzugehen.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

inform now
previous chapter Einleitung
next chapter Die Gestaltungsfaktoren des Einkaufserlebnisses
Footnotes
1
Bei Schmitt (1999) als Experiential Marketing bezeichnet.
 
2
Kim verweist hier auf frühe Beiträge der Einkaufserlebnisforschung, auf die im nächsten Abschnitt eingegangen wird: Hirschman und Holbrook (1982, S. 94 ff.); Hirschman (1984, S. 116 ff.).
 
Literature
Andreu, L., Bigne, E., Chumpitaz, R., & Swaen, V. (2006). How does the perceived retail environment Influence consumers’ emotional experience? Evidence from two retail settings. International Review of Retail, Distribution and Consumer Research, 16(5), 559–578.
Arnold, M. J., & Reynolds, K. E. (2003). Hedonic shopping motivations. Journal of Retailing, 79, 77–95.CrossRef
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(March), 644–656.CrossRef
Bäckström, K., & Johansson, U. (2006). Creating and consuming experiences in retail store environments: Comparing retailer and consumer perspectives. Journal of Retailing and Consumer Services, 13, 417–430.CrossRef
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184–206.CrossRef
Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach to making retail store environmental decisions. Journal of Retailing, 68(4), 445–460.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The Influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328–339.CrossRef
Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120–141.CrossRef
Bay, D., & Daniel, H. (2003). The theory of trying and goal-directed behavior: The effect of moving up the hierarchy of goals. Psychology & Marketing, 20(8), 669–684.CrossRef
Berry, L. L., & Yadav, M. S. (1996). Capture and communicate value in the pricing of services. MIT Sloan Management Review, 37(4), 41–55.
Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of Marketing, 66(July), 1–17.CrossRef
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(May), 52–68.CrossRef
Bridges, E., & Florsheim, R. (2008). Hedonic and utilitarian shopping goals: The online experience. Journal of Business Research, 61, 309–314.CrossRef
Bustos-Reyes, C. A., & González-Benito, Ó. (2008). Store and store format loyalty measures based on budget allocation. Journal of Business Research, 61, 1015–1025.CrossRef
Cardoso, P. R., & Pinto, S. C. (2010). Hedonic and utilitarian shopping motivations among Portuguese young adult consumers. International Journal of Retail & Distribution Management, 38(7), 538–558.CrossRef
Chandrashekaran, R., & Grewal, D. (2003). Assimilation of advertised reference prices the moderating role of involvement. Journal of Retailing, 79(1), 53–62.CrossRef
Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing, 77, 511–535.CrossRef
Esser, B. (2002). Smart Shopping: Eine theoretische und empirische Analyse des preis-leistungsorientierten Einkaufsverhaltens von Konsumenten. Lohmar: Eul.
García Gómez, B., Arranz, A. G., & Gutiérrez Cillán, J. (2006). The role of loyalty programs in behavioral and affective loyalty. Journal of Consumer Marketing, 23(7), 387–396.CrossRef
Gauri, D. K., Trivedi, M., & Grewal, D. (2008). Understanding the determinants of retail strategy: An empirical analysis. Journal of Retailing, 84(3), 256–267.CrossRef
Grewal, D., Levy, M., & Kumar, V. (2009). Customer experience management in retailing: An organizing framework. Journal of Retailing, 85(Spring), 1–14.CrossRef
Grove, S. J., & Fisk, R. P. (1997). The impact of other customers on service experiences: A critical incident examination of “getting Along”. Journal of Retailing, 73(1), 63–85.CrossRef
Gruber, E. (2004). Die Attraktivität von Einkaufsstätten im Handel – Eine Analyse aus verhaltenswissenschaftlicher Perspektive (1. Aufl.). Wiesbaden: Gabler.CrossRef
Hirschman, E. C. (1984). Experience seeking: A subjectivist perspective of consumption. Journal of Business Research, 12, 115–136.CrossRef
Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 46(Summer), 92–101.CrossRef
Holbrook, M. B. (2006). Book reviews: The consumption experience – Something new, something old, something borrowed, something sold: Part 1. Journal of Macromarketing, 26, 259–266.CrossRef
Holbrook, M. B. (2007). Book reviews: The consumption experience – Something new, some-thing old, something borrowed, something sold: Part 3. Journal of Macromarketing, 27, 173–183.CrossRef
Holbrook, M. B., & Hirschmann, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(September), 132–140.CrossRef
Holbrook, M. B., Chestnut, R. W., Oliva, T. A., & Greenleaf, E. A. (1984). Play as consumption experience: The roles of emotions, performance, and personality in the enjoyment of games. Journal of Consumer Research, 11(September), 728–739.CrossRef
Janakiraman, N., Meyer, R. J., & Morales, A. C. (2006). Spillover effects: How consumers respond to unexpected changes in price and quality. Journal of Consumer Research, 33(Dezember), 361–369.CrossRef
Jessup, R. K., Veinott, E. S., Todd, P. M., & Busemeyer, J. R. (2009). Leaving the store empty-handed: Testing explanations for the too-much-choice effect using decision field theory. Psychology & Marketing, 26(3), 299–320.CrossRef
Kaltcheva, V. D., & Weitz, B. A. (2006). When should a retailer create an exciting store environment? Journal of Marketing, 70(Januar), 107–118.CrossRef
Kilian, K. (2007). Erlebnismarketing und Markenerlebnisse. In A. Florack, M. Scarabis, & M. Primosch (Hrsg.), Psychologie der Markenführung (S. 358–389). München: Vahlen.
Kim, Y.-K. (2001). Experiential retailing: An interdisciplinary approach to success in domestic and international retailing. Journal of Retailing and Consumer Services, 18, 287–289.CrossRef
Kroeber-Riel, W., Weinberg, P., & Gröppel-Klein, A. (2009). Konsumentenverhalten (9., überarb., aktualisierte und erg Aufl.). München: Vahlen.
Lawson, R. (1997). Consumer decision making within a goal-driven framework. Psychology & Marketing, 14(5), 427–449.CrossRef
Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39, 846–869.CrossRef
Liebmann, H.-P., & Gruber, E. (2007). Consumer Confusion im stationären Handel. In M. Schuckel & W. Toporowski (Hrsg.), Theoretische Fundierung und praktische Relevanz der Handelsforschung (S. 91–101). Wiesbaden: Deutscher Universitäts Verlag.
Liebmann, H.-P., Zentes, J., & Swoboda, B. (2008). Handelsmanagement (2. Aufl., S. 539–573). München: Vahlen.
Lueg, J. E., Ponder, N., Beatty, S., & Capella, M. L. (2006). Teenagers use of alternative shopping channels: A consumer socialization perspective. Journal of Retailing, 82(2), 137–153.CrossRef
Luo, X. (2005). How does shopping with others Influence impulsive purchasing? Journal of Consumer Psychology, 15(4), 288–294.CrossRef
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery methods: An investigation of customer trial of self service technologies. Journal of Marketing, 69(April), 61–83.CrossRef
Meyer, T. (2008). Experience-based aspects of shopping attitudes: The roles of norms and loyalty. Journal of Retailing and Consumer Services, 15, 324–333.CrossRef
Meyer-Waarden, L. (2007). The effects of loyalty programs on customer lifetime duration and share of wallet. Journal of Retailing, 83(2), 223–236.CrossRef
Mitchell, V.-W., & Papavassiliou, V. (1999). Marketing causes and implications of consumer confusion. Journal of Product & Brand Management, 8(4), 319–342.CrossRef
Möller, S. (2004). Die Vermeidung von Consumer Confusion. Thexis, 4, 27–30.
Müller, C. (2007). Differenzierung von Handelsunternehmen (1. Aufl.). Frankfurt: Lang.
Naylor, G., Bardi Kleiser, S., Julie, J., & Yorkston, E. (2008). Using transformational appeals to enhance the retail experience. Journal of Retailing, 84(1), 49–57.CrossRef
Noble, S. M., & Phillips, J. (2004). Relationship hindrance: Why would consumers not want a relationship with a retailer? Journal of Retailing, 80(4), 289–303.CrossRef
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(July–August), 97–105.
Puccinelli, N. M., Goodstein, R., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer experience management in retailing: Understanding the buying process. Journal of Retailing, 85(Spring), 15–30.CrossRef
Reith, C. (2007). Convenience im Handel (1. Aufl.). Frankfurt a. M.: Lang.
Rintamäki, T., Kanto, A., Kuusela, H., & Spence, M. T. (2006). Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions – Evidence from Finland. International Journal of Retail & Distribution Management, 34(1), 6–24.CrossRef
Rudolph, T., & Schweizer, M. (2004). Consumer Confusion aus Sicht der Konsumenten – Empirische Ergebnisse einer qualitativen Studie. Thexis, 4, 11–16.
Salzmann, R. (2007). Multimodale Erlebnisvermittlung am Point of Sale – Eine verhaltenswissenschaftliche Analyse unter besonderer Berücksichtigung der Wirkungen von Musik und Duft (1. Aufl.). Wiesbaden: Deutscher Universitäts Verlag.
Schembri, S. (2009). Reframing brand experience: The experiential meaning of Harley-Davidson. Journal of Business Research, 62, 1299–1310.CrossRef
Scheuch, M. (2001). Verkaufsraumgestaltung und Ladenatmosphäre im Handel. Wien: Facultas Verlags- und Buchhandels AG.
Schmitt, B. H. (1999). Experiential marketing. Journal of Marketing Management, 15, 53–67.CrossRef
Schmitt, B. H., & Mangold, M. (2004). Kundenerlebnis als Wettbewerbsvorteil (1. Aufl.). Wiesbaden: Gabler.CrossRef
Seiders, K., Berry, L. L., & Gresham, L. G. (2000). Attention, retailers! How convenient is your convenience strategy? Sloan Management Review, 41(3), 79–89.
Smith, A., Sparks, L., Hart, S., & Tzokas, N. (2003). Retail loyalty schemes: Results from a consumer diary study. Journal of Retailing and Consumer Services, 10(2), 109–119.CrossRef
Solomon, M. R. (2008). Consumer behavior: Buying, having and being (8. Aufl.). Upper Saddle River: Prentice-Hall.
Taylor, S. A. (2008). Reconciling satisfaction, emotions, attitudes, and ambivalence within consumer models of judgment and decision making: A cautionary tale. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 21, 41–65.
Teller, C., Reutterer, T., & Schnedlitz, P. (2008). Hedonic and utilitarian shopper types in evolved and created retail agglomerations. International Review of Retail, Distribution and Consumer Research, 18(3), 283–309.
Toth, A. (2014). Die Beziehung zwischen Einkaufserlebnis und Preiszufriedenheit: Eine Studie im Handel. Heidelberg: Springer.CrossRef
Trommsdorff, V. (2004). Konsumentenverhalten (6., vollst. überarb. u. erw. Aufl.). Stuttgart: Kohlhammer.
Tumbull, P. W., Leek, S., & Ying, G. (2000). Customer confusion: The mobile phone market. Joumal of Marketing Management, 16, 143–163.CrossRef
Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49, 193–211.CrossRef
van Dolen, W., Dabholkar, P. A., & de Ruyter, K. (2007). Satisfaction with online commercial group chat: The Influence of perceived technology attributes, chat group characteristics, and advisor communication style. Journal of Retailing, 83(3), 339–358.CrossRef
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(Spring), 31–41.CrossRef
Vogel, V., Evanschitzky, H., & Ramaseshan, B. (2008). Customer equity drivers and future sales. Journal of Marketing, 72(November), 98–108.CrossRef
Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping response. Journal of Retailing, 74(4), 515–539.CrossRef
Weijters, B., Devarajan, R., Falk, T., & Schillewaert, N. (2007). Determinants and outcomes of customers’ use of self-service technology in a retail setting. Journal of Service Research, 10(1), 3–21.CrossRef
Weinberg, P. (1986). Vom Preis- zum Erlebniswettbewerb. Absatzwirtschaft, 29(3), 87–91.
Weinberg, P. (1992). Erlebnismarketing. München: Vahlen.
Weinberg, P., & Diehl, S. (2005). Erlebniswelten für Marken. In F.-R. Esch (Hrsg.), Moderne Markenführung – Grundlagen – Innovative Ansätze – Praktische Umsetzungen (4., überarbeitete Aufl., S. 263–286). Wiesbaden: Gabler.
Weitzl, W., & Zniva, R. (2010). The in-store antecedents and consequences of perceived shopping value for regularly purchased products. In D. Morschett, T. Rudolph, P. Schnedlitz, H. Schramm-Klein, & B. Swoboda (Hrsg.), European Retail Research, 2014 (Bd. 28, I Aufl., S. 121–148). Wiesbaden: Gabler.CrossRef
White, K., & Dahl, D. W. (2006). To be or not be? The influence of dissociative reference groups on consumer preferences. Journal of Consumer Psychology, 16(4), 404–414.CrossRef
Williams, R. H., Nicholas, H. R., & Painter, J. J. (1978). A policy-oriented typology of grocery shoppers. Journal of Retailing, 54(1), 27–42.
Yalch, R. F., & Spangenberg, E. R. (2000). The effects of music in a retail setting on real and perceived shopping times. Journal of Business Research, 49, 139–147.CrossRef
Yoo, C., Park, J., & MacInnis, D. J. (1998). Effects of store characteristics and in-store emotional experiences on store attitude. Journal of Business Research, 42, 253–263.CrossRef
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(July), 2–22.CrossRef
Metadata
Title
Die Gestaltung des Einkaufserlebnisses
Author
Andreas Toth
Copyright Year
2019
Book
Die Treiber der Customer Experience

Print ISBN: 978-3-658-23703-5

Electronic ISBN: 978-3-658-23704-2

Copyright Year: 2019

DOI
https://doi.org/10.1007/978-3-658-23704-2_2