... be the failure of service managers to account for non‐linearities in the satisfaction‐trust paradigm. Design/methodology/approach The setting for this study was the supermarket retail channel. A total of 942 respondents were “intercepted” in supermarket stores, employing a face‐to‐face personal interviewing...

...Hokey Min Purpose As the household budget tightens in uncertain economic times, many grocery shoppers are constantly looking for the best deal in town. To attract and retain these savvy shoppers, a supermarket should understand what they value most and how they comparison‐shop. With this in mind...

...J. Duncan Herrington Reports the findings of a controlled field study examining the effects of background music on shopping behavior in a traditional service environment: a supermarket. Finds that musical preference influenced both the amount of time and money shoppers spent in the service...

... independent variables (shorter than expected versus longer than expected waits;store versus nonstore variables; stable versus unstable events) in a field setting. Participants were presented with one of eight written scenarios in a supermarket setting and an accompanying video which depicted the written...