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Eye-tracking customers' visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Norwegian Business Sch, Dept Mkt, BI, Nydalsveien 37, NO-0442 Oslo, Norway..
2016 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 28, 165-170 p.Article in journal (Refereed) PublishedText
Abstract [en]

A retail store is a multi-sensory environment filled with messages to tempt customers into making unplanned purchases. The purpose of this field study was to examine the interplay between three factors claimed to precede and influence unplanned purchases: store familiarity, visual attention, and navigational fluency (the subjective ease of navigating). Eye-tracking recordings and post-study questionnaires from 100 grocery store shoppers showed that store familiarity was positively associated with navigational fluency. However, customers' levels of dynamic gaze behavior (a frequent, widely distributed viewing pattern) moderated this effect. Dynamic gaze behavior significantly predicted navigational fluency among customers with low and moderate store familiarity, but not among customers familiar with the store. These findings challenge the formerly held assumption that store familiarity automatically implies navigational ease, and store unfamiliarity implies navigational difficulty. The results have implications for navigational aspects in stores. (C) 2015 Elsevier Ltd. All rights reserved.

Place, publisher, year, edition, pages
2016. Vol. 28, 165-170 p.
Keyword [en]
Eye tracking, Visual attention, Navigation, Navigational fluency, Store familiarity, Field study
National Category
Economics and Business Psychology
Research subject
Business Administration; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-41199DOI: 10.1016/j.jretconser.2015.09.004ISI: 000370753500017OAI: oai:DiVA.org:kau-41199DiVA: diva2:916303
Available from: 2016-04-01 Created: 2016-04-01 Last updated: 2016-04-01Bibliographically approved

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Otterbring, TobiasWastlund, ErikGustafsson, Anders
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