From regrets to returns: how interaction quality and store image shape store revisit intentions

Waqas, Muhammad and Khan, Muhammad Ali and Waseem, Muhammad Adnan and Wajid, Nauman (2024) From regrets to returns: how interaction quality and store image shape store revisit intentions. International Journal of Retail & Distribution Management. ISSN 0959-0552

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Abstract

Purpose

Given the lack of understanding surrounding search regret, this study aims to draw on the regret regulatory theory to investigate the outcomes of search regret and effective strategies to reduce its adverse effects.

Design/methodology/approach

Using time-lagged data from 331 salespeople-customers dyads, this study investigates the connection between search regret, store image, interaction quality, and store revisit intentions.

Findings

Customers develop negative perceptions of the store, subsequently reducing their intentions to revisit. Salespeople’s interaction quality can reduce the negative impact of search regret on store image and revisit intentions. Furthermore, store image serves as a mediator between search regret and revisit intentions.

Originality/value

This study marks the first attempt to investigate the store image and revisit intentions as outcomes of search regret and examines the moderating role of salespeople’s interaction quality in reducing the negative consequences of search regret.

Item Type:	Article
Identification Number:	10.1108/IJRDM-04-2024-0160
Dates:	Date Event 13 December 2024 Accepted 13 December 2024 Published Online
Uncontrolled Keywords:	search regret, store image, revisit intention, interaction quality, regret regulation theory
Subjects:	CAH17 - business and management > CAH17-01 - business and management > CAH17-01-04 - management studies
Divisions:	Faculty of Business, Law and Social Sciences > Graduate School of Management
Depositing User:	Gemma Tonks
Date Deposited:	14 Feb 2025 13:38
Last Modified:	14 Feb 2025 13:38
URI:	https://www.open-access.bcu.ac.uk/id/eprint/16167

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