Jean-Charles Chebat

HEC Montréal | HEC Montreal · ECSC Chair . HEC Montreal.

In this paper we investigate the verbal expression of shopping experience obtained by a sample of customers asked to freely verbalize how they felt when entering a store. Using novel tools of Text Mining and Social Network Analysis, we analyzed the interviews to understand the connection between the emotions aroused during the shopping experience,...

In this paper we investigate the verbal expression of shopping experience obtained by a sample of customers asked to freely verbalize how they felt when entering a store. Using novel tools of Text Mining and Social Network Analysis, we analyzed the interviews to understand the connection between the emotions aroused during the shopping experience,...

Empirical evidence shows that most of the road safety efforts fail to reach the most risk-prone drivers. In light of this issue, we have developed this study in order to distinguish between high-risk drivers and low-risk drivers based on variables that have already been shown to affect the effectiveness of preventive messages: regulatory focus orie...

The article reviews the inference-based processes consumers employ to choose from products and services offered in stores, under the constraints of both limited cognitive efforts and limited time. The author contends that these processes bring about both self-deception and self-efficacy. On the one hand, the simplified cognitive processes lead to s...

Purpose - This paper aims to examine how reckless driving scenes in action movies affect young male drivers’ perception of reckless drivers and proposes a targeted social marketing strategy to counteract this effect. Design/methodology/approach - The hypotheses were tested through a 2 (reckless driving scenes vs control) × 2 (road safety advertisi...

The present study analyzes the effects of famous versus nonfamous ambient music in retail venues on actual shoppers' emotions and cognitions, which, in turn, affect buying intention and brand images. Our theoretical model was basically validated by the data collected in actual shopping venues in 2 studies. Study 1 explores the effects of music famo...

The customer might not always be right, but he has more power then he has ever had in the past. If two decades ago, “word of mouth” meant calling friends to discuss a bad experience, Internet has given the power to the customer to express their dissatisfaction to a larger audience.

The harmful effects of gambling advertising on youth are well established. We propose a theoretical framework derived from Inoculation Theory. The objective of this article is to propose alternative strategies for promoting responsible gambling among youth. We contrast two approaches, that of inducing youth to resist gambling ads persuasive appeals...

Understanding how shopping experiences impact shoppers’ well-being becomes one of the crucial issues for retailers. However, empirical research on that issue remains scarce. The current study endeavors to take an initial step towards identifying key antecedents as well as moderating conditions that explain how shopping experiences impact shoppers’...

Brand managers invest huge amount of money and efforts to build unique and recognisable brands. Some questionable companies are enticed to reap the benefit of strong brands without building them, producing counterfeits and copycat brands with similarly pronounced brand names, resulting in brand confusion (BC). One way that the original brand manufa...

As shown by Mick (1992), the deeper the Information Processing (IP), the stronger the relation between the intent to buy an advertised product and the attitudes toward the ad and toward the product. The present paper investigates the possibility that time of day and circadian cycles directly impact on the strength of this relation. Results of a stu...

Our study investigates the effects of pro versus anti-gambling messages funded by the gambling industry. Paradoxically, our results show that anti-gambling ads funded by the gambling industry enhance gambling intent as do pro-gambling ads. We propose some suggestions related to the ways this finding should guide public policies.

Many constructs have been tied to the customer experience in shopping malls, including hedonic shopping motivations, activities, excitement, and emotional and cognitive reactions. Yet the literature has not addressed the notion of the mall experience as a construct in and of itself. The current research aim is to conceptualize the mall experience t...

Fashion, the traditional mainstay of enclosed shopping centers, typically occupies more than 50 percent of non-anchor tenant space in regional malls. Facing aggressive competition from power centers, outlets and lifestyle centers, regional and superregional malls rely more than ever on branded fashion merchandise. Some mall operators are courting l...

The paper reviews the major theories of performance auditing and evaluation research. A meta-theoretical (i.e., theory of theories) paradigm is presented to aid understanding of the contributions made by each theory and benefits that might be gained from combining the strengths offered by the theories. The aim is to increase the quality of performa...

Previous research have stated that cigarette placement in movies seemed to increase the intention to smoke among teenagers and cigarette placement in movies has grown steadily (Dalton et al., 2003; Pechmann et al. 2003). Pechmann and Shih (1999) found that smoking scenes increased their intent to smoke and that an antismoking advertisement shown be...

Atmospherics can act as a heuristic cue and guide consumer preference towards immediate choice. Background music is the major element of retail atmospherics, it has been shown to stimulate not only emotions, but also cognition mainly when other cognitive cues are either absent or significantly reduced. However, no studies have analyzed the effect o...

This paper compares the effects of anti-tobacco ad parodies and visual cigarette package warnings on emotional and cognitive responses of young adults. The findings indicate that graphic-only ad parodies can compete with warnings in their attempt to damage consumers’ attitude toward tobacco brands through the health beliefs they lead consumers to a...

This research challenges the “time heals all wounds” effect in the context of service marketing. It examines the effect of different forms (i.e., expressive writing vs. pre-formatted survey) and contents (i.e., cognition only, emotion only, both emotion and cognition) of the questionnaires over time on the evolution of customer desires for revenge...

Notre étude examine les effets des messages pro- versus- anti-jeu en provenance de l’industrie du jeu. De façon paradoxale, les messages anti-jeu accroissent l’intention de jouer des joueurs, de même que les messages pro-jeu. Les implications de ces résultats en termes de politique publique ouvrent la discussion.

This study investigates the relationship between touching products and consumers' willingness to pay (WTP) for a related extended warranty, whose relation is hypothesized to be mediated by psychological ownership (PO) and moderated by both the hedonic versus utilitarian nature of the products and the financial risk involved in the products. A 2 (he...

Purpose – The purpose of this paper is to explore female fashion shoppers’ perception and response to the mall environment. Specific objectives include a conceptual model of female fashion shoppers’ experience in a mall environment incorporating fashion orientation, store personality, shopping mall perception, shopping value, and patronage intentio...

This paper explores the effects of retail environment distracters (TV screens) in reducing consumers׳ perceived waiting time and improving waiting satisfaction. Across two experiments, results show that retail environment distracters reduce perceived waiting time and increase consumers׳ waiting satisfaction, even when objective time is constant. Mo...

Brand managers invest huge amount of money and efforts to build unique and recognisable brands. Some questionable companies are enticed to reap the beneft of strong brands without building them, producing counterfeits and copycat brands with similarly pronounced brand names, resulting in brand confusion (BC). One way that the original brand manufac...

How consumers’ mood, perceived waiting time and store atmosphere are affected by background music is analyzed in two shopping situations : first when they wait for the salesclerk who is expected to provide them with a service in a store (pre-service situation) and, second, once the service is performed and they wait at the cash register (post-servi...

There is increasing interest in time and consumer behavior. Time is a critical component of consumption activities and the relevance of time as an important variable in explaining consumer behavior is widely recognized. The notion of “time buying consumer” (Berry, 1979) – concern with time and its relation to every day life - is becoming a reality...

Whereas managerial common sense proposes that there is an obvious relationship between perception of the media and perception of the advertisement, the present research proves this to be partially wrong. An empirical study on three professional magazines for farmers (N=337) shows tnat the relationship is not significant. However there is an importa...

Although marketing budgeting is an important task for the marketing manager, it has received relatively little attention from researchers. This study addresses the issue of marketing budgeting. The objectives of the study were to determine: marketing budget-setting methods, marketing budget appropriation and allocation, and marketing expenses level...

This volume includes the full proceedings from the 1998 Multicultural Marketing Conference held in Montreal, Canada. The focus of the conference and the enclosed papers is on marketing to various ethnic groups in both a US and global context. It presents papers on various multicultural issues across the entire spectrum of marketing activities and f...

Purpose – This paper aims to investigate the cultural variability in assessing the severity of a service failure. Design/methodology/approach – Two separate studies were conducted. The first investigates differences in the perception of service failures across two cultural pools of subjects (allocentrics versus idiocentrics) and within a same coun...

Based on Allport (1954) paradigm of "in-group love and out-group hate", this research posits that interpersonal conflicts are more likely to be pursued when allocentric customers are faced with an out-group service employee, leading to a confrontational response such as revenge. However, if the service employee is from the in-group, the allocentris...

Managers renovate malls to keep up with newer shopping centers and retail formats that erode traffic. This paper investigates shoppers׳ psychological processes that trigger changes in spending behavior in the renovated mall. Renovation has a direct impact on the perception of the mall atmosphere and an indirect one on shoppers׳ hedonic and utilitar...

Customers may alter their conflict style depending on their cultural values’ orientations and whether the adversary belongs to their group or not. This paper provides cross-cultural insight into the psychological mechanisms that shape different styles of customer’s coping with interpersonal conflicts. Drawing on cognitive appraisal theory, the pape...

The present study examines the effects of the specific type of ompanion a shopper shops with (i.e., friend versus family member) on the emotional attachment to malls. The study aims to explain this influence through two potential mediators, that is, shopping arousal, and shopping apprehension, the relevance of which has been shown in the extant rev...

How can flagships and brand stores contribute to building brands? We inquire about the relationships between store image, brand experience, brand attitude, brand attachment and brand equity using store intercepts. We find that flagships, due to the powerful brand experiences they allow, have a stronger impact on brand attitude, brand attachment and...

Our study aims to resolve the extant controversy regarding the effects of time on customer revenge. The findings of our longitudinal study show that the type of measurement with which data is collected moderates the time-revenge relationship. Time reduces revenge if it is combined with answering multiple surveys. Otherwise, time has amplification e...

Most of the research and managerial recommendations on service recovery stem from studies performed in a business-to-consumer (B2C) environment, and little is known about the service recovery occurring in a business-to-business (B2B) context. Yet, service failures are as prevalent for B2B customers, and the importance of effective recoveries in thi...

This special issue of the Journal of Business Research on scientific advancements in consumer–retailer relationships within online and offline retail environments include nine high quality research studies originally presented at the twelfth Society for Marketing Advances Retail Strategy and Patronage Behavior Symposium in 2009. The articles cover...

The study defines shopping well-being at the mall as a shopper's perceived impact of a shopping mall in contributing to satisfaction in important life domains resulting in a global judgment that the mall contributes significantly to one's overall quality of life. Particularly, the study puts forward six predictive factors of the retail mix as influ...

Many retailers use coupons to compensate customers who complain. They also establish procedures to manage complaints quickly to avoid customer defection. Little attention has been paid to how these managerial actions used by retailers (e.g. coupons, quick response, etc.) interact and no research has linked these actions to consumers' actual behavio...

Prior research in marketing and psychology shows that revenge tends to quickly decrease over time. This research challenges this view and demonstrates that time may have a counterintuitive amplification effects on customer revenge under some circumstances. Indeed, time reduces a desire for revenge only if the participants had the opportunity to ans...

This paper pinpoints what health marketing exactly covers and to places this nascent field in an integrated perspective. The ongoing evolution of medicine, technologies, health systems and role of various actors leads to a new grid of lecture of the domain. Marketing has been discarded of health since a long time but now becomes one of its best sup...

Persuasion models that are currently used in prevention campaigns to fight gambling addiction largely ignore two facts. First, prevention campaign objectives compete with those of gambling corporations and, second, commercial advertising budgets are much larger than those of prevention. We propose a theoretical model that takes into account these t...

The present study examines the effects of the specific type of ompanion a shopper shops with (i.e., friend versus family member) on the emotional attachment to malls. The study aims to explain this influence through two potential mediators, that is, shopping arousal, and shopping apprehension, the relevance of which has been shown in the extant rev...

This study examined the psychometric properties of two selected scales, Schwartz's cultural values and Hofstede's cultural values, within the Chinese context. A self-administered questionnaire was used with a sample of 808 native Chinese consumers to assess the scales’ reliability and validity. Further, the nomological validity of these measures wa...

The present study examines the effects of the specific type of companion a shopper shops with (i.e. , friend versus family member) on mall attachment. The study aims to explain this influence through the three potential mediators, that is, shopping arousal, shopping attentiveness and shopping apprehension the relevance of which has been shown in t...

This paper develops a conceptual framework based on the cognitive appraisal theory (Lazarus, 1991) explaining why people behave differently in the same stressful situation induced by switching costs. The presented framework illustrates how customers evaluate switching costs from positive and negative dimensions. Those evaluations differently affect...

The present study focuses on the effects of graphic warnings related to excessive gambling. It is based upon a theoretical model derived from both the Protection Motivation Theory (PMT) and the Elaboration Likelihood Model (ELM). We focus on video lottery terminal (VLT), one of the most hazardous format in the gaming industry. Our cohort consisted...

The paper proposes a conceptual framework of customer behavioral responses following a double deviation (service failure followed by poor recovery). It explains how emotion regulation (reappraisal and suppression) differently affect customers negative emotions, post- recovery satisfaction and behavioral responses (i.e., switching behavior, negative...

This paper compares the effects of anti-tobacco ad parodies and visual cigarette package warnings on emotional and cognitive responses of young adults. The findings indicate that graphic-only ad parodies can compete with warnings in their attempt to damage consumers' attitude toward tobacco brands through the health beliefs they lead consumers to a...

This paper compares the effects of anti-tobacco ad parodies and visual cigarette package warnings on emotional and cognitive responses of young adults. The findings indicate that graphic-only ad parodies can compete with warnings in their attempt to damage consumers' attitude toward tobacco brands through the health beliefs they lead consumers to a...

The present paper focuses on several important and under-researched issues related to switching costs (SC) as a defensive marketing tool in retaining customers with complaint handling. While most previous research analyzed the effects of SC on the behavioral intent of customers, our findings have focused on the actual behavior of bank customers; th...

This research examines the effect of extraordinary retail environments on consumer self-concept. Two between-subjects experiments manipulate the extraordinariness of the retail environment and evaluate participants' self-concept in the environment. In both experiments, high-extraordinariness retail environments elicit a more atypical working self-c...

What is the effect of mall atmosphere in mall evaluation? Is this effect mediated by self-congruity and functional congruity? Does the effect of mall atmosphere on mall evaluation differ between adult and teenage shoppers? If so how? The research reported in this paper attempts to answer the above questions. A survey of mall shoppers was conducted...

First stage of research on the effects of anti-tobacco brand spoof ads on the consumer, this paper proposes an exploratory study of netnographic inspiration of the comments left on YouTube by individuals freshly exposed to anti-tobacco brand spoof ads. The results show that anti-tobacco brand spoof ads generate more positive emotions than negative...

This research examined the influence of Internet experience and web atmospherics on consumer online behavior. It developed a model of web navigation behavior where these antecedent variables drove website exploratory behavior and website involvement, which in turn, drove site attitudes and pre-purchase evaluations. These relationships were tested a...

One way to generate more traffic in a mall is to build a strong mall image perceived by shoppers as delivering a unique bundle of benefits. Such effort has to be guided by a performance metric, namely a comprehensive measure of mall image. We hypothesize that mall image can best be conceptualized in terms of five major dimensions a la Ailawadi and...

Shopping is inherently a social experience. Extant research has shown that shopping with someone enhances the overall shopping experience. Interestingly, little research qualifies the shopping companion effect. Here, we take into account just who the other person is as well as the level of identification that a shopper has with the shopping environ...

The goal of the present study was to identify factors which may affect the difference between the actual time participants expected to wait for downloading a web page and the perceived waiting time, i.e., the online waiting-time gap. The findings from an experiment in which the music tempo (fast vs. slow) and waiting-duration information (presence...

Video lottery terminals (VLT) are a highly lucrative gambling format, but at the same time they are among the most hazardous. Previous research has shown that threatening warnings may be an appropriate approach for promoting protective behavior. The present study explores the potential benefits of threatening warnings in the fight against compulsiv...

The present study investigates the effects of two atmospheric differentiation strategies currently used by banks: co-locating with a hedonic business vs. refurbishing through an upscale environment. We assessed the potential moderating effects of congruency between the retail environment and the type of services. Using a Structural Equation Model b...

Service failure Consumer revenge Avoidance behavior Idiocentrism Allocentrism Coping behavior This article proposes a conceptual model of consumer revenge behavior. Drawing on the cognitive appraisal theory, the authors address revenge as a coping process and investigate the influence of cultural values along the process. The article reviews existi...

Purpose – The purpose of this paper is to provide a deeper insight on the psychological mechanism of customer forgiveness viewed from a cross cultural perspective. Design/methodology/approach – Drawing on the cognitive appraisal theory, this paper relates forgiveness cognitive, emotional and motivational patterns with differences in cultural values...

Purpose The purpose of this paper is to discuss the effect of social exchanges between customers that may occur in a queue, on the waiting experience's evaluation and its implication for the customer service management. Design/methodology/approach Extant literature on social exchanges between customers within consumption environment is reviewed pe...

This paper introduces a new retailing concept called shopper-based mall equity (SBME). SBME is the differential effect of mall knowledge on shoppers' responses to a mall's marketing activities. The results of a study in two Canadian shopping malls consisting of 905 shoppers who were administered a questionnaire suggest that SBME is a bi-dimensional...

This experiment investigated three levels of threat in cigarette warn-ing labels: no warning/text warning only/text + graphic warning. Teenagers in Canada and the US were exposed to one of these labels in a web-surfing environment. Participants surfed a website sponsored by a familiar cigarette brand or an unfamiliar cigarette brand. After surfing,...

Five articles were selected from studies presented at the Ninth Society for Marketing Advances Retailing Research Symposium. The following article introduces their themes and main findings, along with the process of selection.

A large-scale field survey (n = 592) was conducted in a suburban shopping mall to assess the impact of pleasant ambient scent on consumer spending as a function of shopper age. A citrus scent was systematically emitted into the shopping mall (or not) over several weeks, and as shoppers were about to exit the mall, they were intercepted to complete...

This study focuses on the interactive effects of antismoking warnings and cigarette-brand familiarity on teenagers' smoking intent, attitudes toward the website, and sponsoring brand when exposed to entertainment websites sponsored by cigarette brands. Findings from a 3 (Warning Type) × 2 (Level of Cigarette-Brand Familiarity) factorial design expe...

Understanding the antecedents of shopper mall loyalty remains one of the crucial issues for both mall managers and retailing researchers. We propose a conceptual model that explains the psychological process by which shopper-based mall equity (e.g., the perceived mall value) generates mall loyalty. We collected data from shoppers in two urban North...

This study, based on 772 shopper's interviews in two shopping malls, establishes that malls can achieve differentiation from their competitors through the pursuit of singular orientations following the hedonic and utilitarian dimensions of shopping. Furthermore, perceived differentiation from competitors is found to positively influence customers’...

Purpose The purpose of this paper is to explore how the shopping mall environment influences the shopping experience and approach behaviour of female fashion shoppers. Design/methodology/approach Female shoppers were first clustered along the fashion orientation of the stores they patronise. Shoppers' response and behaviour was modelled in an inva...

The goal of this study is to extend the research and further validation of Lee and colleagues' measure of community-based consumer well-being. The measure is based on the notion that consumers experience well-being to the extent that they are satisfied with local marketplace experiences related to (1) shopping for desired consumer goods and service...

Few marketing researchers employ structural equation modeling (SEM) with experimental data. In fact, as stressed here, SEM has the capacity to measure consumers' response to experimental manipulations as well as affective and cognitive processes leading to these behavioral responses. A structural equations approach has several possible advantages o...

Substantial research in marketing has examined the impact of store atmospherics on retail store patronage [Baker Julie. Parasuraman A. Grewal Dhruv. Voss Glenn B. The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions. Journal of Marketing. 2002; 66 (April):120-41]. In addition, research has examine...

The relative superiority of males over females with respect to wayfinding performance in real life is not clearly established in the literature. The present study aims at clarifying the issue in the specific case of wayfinding in shopping malls environment. An experimental study using actual shoppers in a mall showed that the relationship between g...

This article explores the psychological processes by which background music in servicescapes influences service evaluation and purchase intention. Drawing on the dual model of environmental perception, it is hypothesized that: (1) servicescape is perceived in an ambient holistic manner and serves as the background for perceptions of the provider an...

This article uses narrative, case study analysis to examine consumer leisure and travel behavior. Adopting an interpretive research paradigm, the article examines travel behavior using face-to-face interviews of traveler informants, applies the folk theory of the mind, ecological systems theory, and the fits-like-a-glove model. Findings from the in...