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嫫母之智

理解社区消费者: 地点依恋和消费者厌腻理论视角作者：张莎 1 徐梦晨 1 蒋佩琦 1 赵红 1 作者单位： 1. 中国科学院大学经济与管理学院, 北京 100190 2. 中国科学院大学中丹学院, 北京 100190 提交时间： 2023-03-28 摘要: 随着传统购物中心发展日渐成熟, 加之疫情之下人们消费半径缩短, 社区商业越来越受到资本的青睐和政府的重视。以往的社区商业研究带有强烈的社会学和经济学色彩,与营销学、消费者行为学、心理学相关的文献极为稀少。尤其是对社区消费者的刻画模糊,研究视角与一般消费者研究区别不大,未能深入挖掘社区消费者的特质。为了填补该空白,本文首先从挖掘社区消费者特征出发,首次提炼出社区消费者的六大特征：距离近、会员办理意愿高、口碑影响大、易厌腻、易产生地点依恋、家庭型消费为主。这将为社区消费者特质研究提供全新的知识和框架。结合社区消费者与社区商家距离近,消费频率高的核心洞察,本文进一步地提出社区消费者可能在频繁的互动中对社区商家产生地点依恋,也可能因为高频次的重复消费产生厌腻情绪,而这两种相互对立的机制可能触发社区消费者复杂的认知和情绪反应,进而影响他们的复购行为。基于此,本文围绕“如何提升社区消费者地点依恋”以及“如何缓解社区消费者厌腻”二元视角提出了研究构想及理论建构。具体而言,一方面,在提升社区消费者地点依恋方面,本文推论社区消费者对社区商家品牌名称中含有(vs.不含有)“家”字的社区品牌,对服务人员呈现温暖(vs.能力)形象的社区商家,对提供(vs.不提供)附加服务,对组织体验类(vs.物质类)会员活动的社区商家产生更高的购买意向,因为前者有助于产生更高的地点依恋。在过往的地点依恋研究中,地点依恋常常被用于探究个人与家庭、社区、城市、地区、国家、甚至整个大洲之间的情感联系,却较少关注地点依恋对消费者与零售空间之间关系的影响。本部分预期结论将较大地推动地点依恋相关理论研究的开展。另一方面,在缓解社区消费者厌腻方面,本文推论社区消费者对采用会员异业联盟(vs.非异业联盟),丰富(vs.单一)产品线,可分享(vs.不可分享)优惠券的社区商家的购买意愿更高,因为前者能够更有效地缓解社区消费者的厌腻情绪。在本部分研究中,我们探索了资源禀赋因素(多行业异业联盟)、情境因素(可分享优惠券的社交体验)和产品因素对消费者厌腻的影响,丰富了消费者厌腻理论。 Abstract: Because of the decline of traditional shopping centers and malls and the diminishing customer shopping radius caused by COVID-19, local neighborhood businesses have begun attracting increased patronage from customers, more capital investment, and enhanced attention from policymakers. However, research on local neighborhood businesses and their local community customers is lacking in mainstream marketing and consumer behavior literature. Specifically, existing research does not reveal the unique characteristics of local community customers compared with nonlocal customers. As a result, the picture of local community customers is still unclear. To fill in this gap, the current study first seeks to provide a clear definition and conceptualization of “local community customers.” This paper proposes a six-dimensional characterization of local community customers: proximity, a high willingness to join a loyalty program, more susceptible to word-of-mouth effects, a propensity for place attachment, a propensity for customer satiation, and family-related consumption. We thus provide a brand-new framework for local community customer research. Then, considering the proximity of local community customers to neighborhood stores with a high frequency of consumption, we further propose that local community customers may develop place attachment to local stores because of frequent and long-term interactions, yet they may also become satiated with local stores because of repeated consumption. These two opposing mechanisms may trigger complex cognitive and emotional responses of local customers, which in turn may affect their repurchase behavior. Based on these two contradictory mechanisms, this paper offers a series of propositions and a theoretical framework regarding “how to enhance local community consumers’ place attachment” and “how to alleviate their satiation”. Specifically, in terms of improving place attachment, this paper proposes that local community customers have a higher intention to purchase from local stores whose brand name contains (vs. does not contain) the Chinese character “home” or “family”, whose salespeople exhibit a warm (vs. competent) image, that offer (or do not offer) additional services, or that organize experiential (vs. material) membership activities. This is because the former options help form higher place attachment. In previous studies, place attachment has often been used to describe the emotional connection between individuals and families, communities, cities, regions, countries, or even entire continents, but less attention has been paid to the possible emotional relationships between customers and retail spaces. We expect that the findings of this paper would significantly promote place attachment theories. In terms of reducing the satiation of local community customers, this study proposes that local community customers are more willing to buy from local stores that adopt a cross-industry alliance loyalty program (vs. non-cross-industry alliances), offer rich (vs. single) product lines, or launch shareable (vs. non-shareable) coupons, because the former options can more effectively relieve local community customers’ satiation. In this part, we explored the influence of resource endowment factors (cross-industry alliances), situational factors (social experience in which coupons can be shared), and product factors on customer satiation, thus enriching customer satiation theories. 社区消费者地点依恋消费者厌腻社区商业线下社区期刊：心理科学进展分类：心理学 >> 社会心理学引用： ChinaXiv:202303.09738 (或此版本 ChinaXiv:202303.09738V1 ) DOI:10.3724/SP.J.1042.2022.01482 CSTR:32003.36.ChinaXiv.202303.09738.V1 推荐引用方式：张莎,徐梦晨,蒋佩琦,赵红.(2023).理解社区消费者: 地点依恋和消费者厌腻理论视角.心理科学进展.doi:10.3724/SP.J.1042.2022.01482 版本历史 [V1] 2023-03-28 00:13:45 ChinaXiv:202303.09738V1 下载全文

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