... and disconfirmation of expectations about crowding and accessibility are important in determining promoter scoring. To reduce stress and increase satisfaction and promoter scoring, managers should focus on exceeding customers' expectations about mall accessibility and on ensuring that customers experience a lower...

... This study provides a conceptual framework that integrates various human‐related factors in retail environments and their significant insights in the effective management of these factors identified for researchers and retailers. © Emerald Group Publishing Limited 2012 Appearance Crowding Human...