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

Waqas, M; Khan, MA; Waseem, MA; Wajid, N

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

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Waqas, M, Khan, MA ORCID: https://orcid.org/0000-0002-3703-3987, Waseem, MA and Wajid, N, 2025. From regrets to returns: how interaction quality and store image shape store revisit intentions. International Journal of Retail and Distribution Management, 53 (3), pp. 232-245. ISSN 0959-0552

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Official URL: https://doi.org/10.1108/ijrdm-04-2024-0160

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:	Journal article
Publication Title:	International Journal of Retail and Distribution Management
Creators:	Waqas, M., Khan, M.A., Waseem, M.A. and Wajid, N.
Publisher:	Emerald
Date:	20 February 2025
Volume:	53
Number:	3
ISSN:	0959-0552
Identifiers:	Number Type 10.1108/ijrdm-04-2024-0160 DOI 2395641 Other
Divisions:	Schools > Nottingham Business School
Record created by:	Jeremy Silvester
Date Added:	05 Dec 2025 14:45
Last Modified:	05 Dec 2025 14:45
URI:	https://irep.ntu.ac.uk/id/eprint/54834