Pernille K Andersson
My research regards the influence of the servicescape on consumers total service experience in service settings. The purpose of my research is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ approach/avoidance behavior in a retail context. More specifically, I investigates the effect of music (ambient stimuli) and employees’ self-disclosure (social stimuli) on consumers’ approach/avoidance behavior in a retail store. Currently research is about how digitalized service in a servicescape can create value for both the consumers and companies.
I have also has extensive experience from teaching at the Department of Psychology at various levels.
Andersson, P. K. (2016). Changing the servicescape: The influence of music, self-disclosure and eye gaze on service encounter experience and approach avoidance behavior.(Karlstad University Studies, nr 2016:39). Doctoral Thesis, Karlstad: Karlstad universitet.
Andersson, P. K., Wästlund, E., & Kristensson, P. (2016). The effect of gaze on consumers’ encounter evaluation. International Journal of Retail & Distribution Management, Vol. 30 (4): 372-396.
Andersson, P. K., Gustafsson, A., Kristensson, P., & Wästlund, E. (201). The effect of frontline employees’ personal self-disclosure on consumers’ encounter experience. Journal of Retailing and Consumer Services, Vol. 30 (May): 40-49.
Andersson, P. K., Kristensson, P., Wästlund, E. & Gustafsson, A. (2012). Let the music play… or not. The influence of background music on consumer behavior. Journal of Retailing and Consumer Services, Vol. 19 (6): 553–560.