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Negative emotions, value and relationships: Differences between women and men

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  • Babin, Barry J.
  • Griffin, Mitch
  • Borges, Adilson
  • Boles, James S.

Abstract

Service experiences are characterized by emotions that help shape the value in use received by the customer. Negative emotion plays an important role in all of consumer psychology and all too often consumers experience some degree of negative emotion during a consumption experience. This research sheds light on how these negative shopping emotions experienced by men and women in a typical shopping environment affect value and relationships in the form of shopper behavior, commitment and share of wallet. A theoretical process is explained and modeled with a sample of mall shoppers. Results overall suggest that negative emotions affect the shopping experience more for women than for men in terms of perceived value and loyalty. In contrast, the behavior–commitment relationship is stronger for men.

Suggested Citation

  • Babin, Barry J. & Griffin, Mitch & Borges, Adilson & Boles, James S., 2013. "Negative emotions, value and relationships: Differences between women and men," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 471-478.
    • Handle: RePEc:eee:joreco:v:20:y:2013:i:5:p:471-478
    DOI: 10.1016/j.jretconser.2013.04.007
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    References listed on IDEAS

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    7. Poncin, Ingrid & Ben Mimoun, Mohamed Slim, 2014. "The impact of “e-atmospherics†on physical stores," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 851-859.
    8. Ben Mimoun, Mohamed Slim & Lancelot Miltgen, Caroline & Slama, Boulbeba, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    9. Garaus, Marion & Wagner, Udo & Kummer, Claudia, 2015. "Cognitive fit, retail shopper confusion, and shopping value: Empirical investigation," Journal of Business Research, Elsevier, vol. 68(5), pages 1003-1011.
    10. Dawei Liu & Xiaohong Guo, 2017. "Exploring gender differences in acceptance of mobile computing devices among college students," Information Systems and e-Business Management, Springer, vol. 15(1), pages 197-223, February.
    11. Beatrice Luceri & Sabrina Latusi & Elisa Martinelli, 2014. "L?acquirente cross-format: modelli di mobilit? nel rocery," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2014(3), pages 19-39.
    12. Arditto, Luis & Cambra-Fierro, Jesús J. & Fuentes-Blasco, María & Jaraba, Ana Olavarría & Vázquez-Carrasco, Rosario, 2020. "“How does customer perception of salespeople influence the relationship? A study in an emerging economyâ€," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    13. Berta Tubillejas-Andrés & Amparo Cervera-Taulet & Haydee Calderón García, 2019. "Feeling emotions in the public performing arts sector: does gender affect?," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 16(1), pages 1-22, March.
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