Effects of perceived retail crowding: a meta-analytic study

Abstract

ABSTRACT We performed a meta-analysis to understand the crowding construct in the retail context. The systematic review identified 535 studies, of which 69 were present in the analysis conducted, generating 504 quantitative relationships. Our meta-analysis indicated that the perception of crowding generates many negative feelings, a few positive feelings, minimal perceived value, low attractiveness of the environment and low short- and long-term consequent behaviours. At the methodological level, it was found that student samples and experiments tend to produce a stronger impact on the relationship between crowding and satisfaction. It was also found that the effect of crowding perception on customer satisfaction differed according to cultural influence. Finally, the results did not demonstrate an influence of the type of density (human vs spatial) on the relationship between retail crowding and satisfaction.