THE RELATIONSHIP BETWEEN RETAIL CROWDING AND CONSUMERS’ SATISFACTION

Abstract

One of the most important elements of social retail environment is consumers’ perceived crowding, which is described as a psychological state of mind when a person’s demand for space exceeds its supply. Given current population growth rates and the fact that the buying process and participation in the buying process become an expression of satisfaction with social needs, the crowding phenomenon and its studies will likely continue to be an important object of consumer behavior researches and managerial decisions.
The objective of the article is to perform a theoretical study of the crowding phenomenon in consumer behavior and to base the relationship between retail crowding and consumers’ satisfaction, identifying the main mediators of this relationship.
Presented results of the empirical research reveal 3 potential mediators that should be thoroughly explored in future researches.

DOI: http://dx.doi.org/10.5755/j01.em.17.2.2194