Two dimensions, arousalandpleasure, determine whether a shopper will react positively or negatively to a store environment. In other words, the person’s surroundings
can be either dull or exciting (arousing) and either pleasant or unpleasant. Just because
the environment is arousing doesn’t necessarily mean it will be pleasant—we’ve all
been in crowded, loud, hot stores that are anything but. Maintaining an upbeat feeling
in a pleasant context is one factor behind the success of theme parks such as Disney
World, which tries to provide consistent doses of carefully calculated stimulation to
visitors.
The Physical Environment
It’s no secret that physical surroundings strongly influence people’s moods and behaviors.
Despite all their efforts to presell consumers through advertising, marketers know that the
store environment influences many purchases. For example, one classic study showed that
consumers decide on about two out of every three of their supermarket product purchases
in the aisles (so always eat before you go to the supermarket).
17
A more recent study in Germany showed that almost 70 percent of shoppers decide what to buy at the point of sale.18
The messages consumers receive at the time and their feelings about being in the store
strongly influence these decisions
Two dimensions, arousalandpleasure, determine whether a shopper will react positively or negatively to a store environment. In other words, the person’s surroundings
can be either dull or exciting (arousing) and either pleasant or unpleasant. Just because
the environment is arousing doesn’t necessarily mean it will be pleasant—we’ve all
been in crowded, loud, hot stores that are anything but. Maintaining an upbeat feeling
in a pleasant context is one factor behind the success of theme parks such as Disney
World, which tries to provide consistent doses of carefully calculated stimulation to
visitors.
The Physical Environment
It’s no secret that physical surroundings strongly influence people’s moods and behaviors.
Despite all their efforts to presell consumers through advertising, marketers know that the
store environment influences many purchases. For example, one classic study showed that
consumers decide on about two out of every three of their supermarket product purchases
in the aisles (so always eat before you go to the supermarket).
17
A more recent study in Germany showed that almost 70 percent of shoppers decide what to buy at the point of sale.18
The messages consumers receive at the time and their feelings about being in the store
strongly influence these decisions
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