Abstract
This study uses an experiment with 102 Singaporean working adults to examine the effects of salespersons' retail service quality (SRSQ) and consumers' mood on impulse buying (IB) and store-revisit intentions. The results show that consumers receiving good SRSQ exhibit greater IB and store-revisit intentions than do those receiving poor SRSQ, and consumers in a positive mood show greater IB than do those in a negative mood. Mood fully mediates the effect of SRSQ on IB in terms of purchase quantity and partially/complementarily mediates the effect of SRSQ on IB in terms of purchase intentions and store-revisit intentions. This research offers insights into the affective and cognitive mechanisms of IB and store-revisit intentions in a specific retail context. The findings help retailers facilitate purchase behavior and improve customer satisfaction in services. Ethical consumption policies and practices could also incorporate the IB mechanism reported in this study. Future research opportunities are discussed.
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