The Influence of Strangers on Consumer Behavior in a Retail Environment

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Thomas, Tabitha S
Abraham, Dolphy
Quach, Sara
Septianto, Felix
Thaichon, Park
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2025
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Abstract

When consumers visit a store, they often find themselves interacting with fellow shoppers they do not know. These social exchanges—defined as stranger interactions—can impact consumers' shopping experiences by eliciting positive or negative emotions that can ultimately influence buying behavior. The primary objective of this article is to investigate: (1) What factors lead to stranger interactions in physical retail environments? (2) What are the potential positive and negative outcomes of these interactions? And (3) Why do positive interactions with strangers, in particular, tend to increase consumers' purchase intentions? Study 1 identifies three primary drivers of stranger interactions: store characteristics, the traits of fellow shoppers, and the traits of the focal consumer. Study 1 also highlights both the negative and positive outcomes of these interactions. Negative outcomes include upward social comparisons, competitive behaviors, unsolicited advice, and crowding—each of which may lead consumers to leave the store without making a purchase. However, Studies 1, 2a, 2b, and 2c show that when consumers enjoy the company of strangers, they are more likely to engage in social exchanges, including receiving purchase-related advice. This advice induces feelings of reassurance about their buying decisions, eventually increasing the likelihood of making a purchase. The practical implication of these findings is that, by creating environments that foster stranger interactions, managers can improve front-end store operations and enhance consumers' overall social experience.

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Journal of Consumer Behaviour

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© 2025 The Author(s). Journal of Consumer Behaviour published by John Wiley & Sons Ltd. This is an open access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs License, which permits use and distribution in any medium, provided the original work is properly cited, the use is non-commercial and no modifications or adaptations are made.

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This publication has been entered in Griffith Research Online as an advance online version.

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Thomas, TS; Abraham, D; Quach, S; Septianto, F; Thaichon, P, The Influence of Strangers on Consumer Behavior in a Retail Environment, Journal of Consumer Behaviour, 2025

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