... of physical retail environments on shoppers in general. © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Shopping malls Vulnerable consumers Unpleasant feelings Visit frequency Mall-avoidance behavior Environmental irritants Exclusion...

...–peer interaction and relationship commitment. The findings highlight the significant mediating role of flow on the relationships between these three types of encounters and intention, and the effect of flow on omnichannel service usage in smart shopping malls. The research contributes...