It's closing time: : territorial behaviors from customers in response to front line employees

• Autores: Christy Ashley, Stephanie M. Noble
• Localización: Journal of retailing, ISSN 0022-4359, Vol. 90, Nº 1, 2014, págs. 74-92
• Idioma: inglés
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• Resumen

  • Highlights: [�] Front line employees issue cues to signal closing time is approaching. [�] Cues issued by front line employee lead to intrusion pressure, with mixed support found for productive cues. [�] Intrusion pressure from front line employees triggers territorial responses from customers. [�] Territorial responses include yielding, retaliation, abandonment, temporary abandonment, and negative word of mouth. [�] Identification with the store can heighten or dampen the effects of customers� perceptions of encroachment.