Changing the servicescape : The influence of music, self-disclosure and eye gaze on service encounter experience and approach-avoidance behavior

The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music (ambient stimuli), employees’ self-disclosure (verbal social stimuli) and employees’ gazing behavior (nonverbal social stimuli) on consumers’ service encounter experience and approach/avoidance behavior in a retail store. Paper I comprised two experiments, and the aim was to investigate the influence of music on emotions, approach/avoidance behavior. Paper II comprised two experiments, and the aim was to investigate the effect of frontline employees’ personal self-disclosure on consumers’ reciprocal behavior. Paper III comprised three experiments, and the aim was to investigate the influence of employee’s direct eye gaze/ averted eye gaze on consumer emotions, social impression of the frontline employee and encounter satisfaction in different purchase situations. The results in this thesis show that music affects consumers in both positive and negative ways (Paper I). Self-disclosure affects consumers negatively, in such a way that it decreases encounter satisfaction  (Paper II) and, finally, eye gaze affects consumers by regulating both positively – and in some cases also negatively – consumers’ social impression of the frontline employee and their encounter satisfaction (Paper III). The conclusions of this thesis are that both ambient and social stimuli in a servicescape affect consumers’ internal responses, which in turn affect their behavior. Depending on the purchase situation, type of retail, and stimuli, the internal and behavioral responses are different.

Discrete Velocity Models for Mixtures Without Nonphysical Collision Invariants

An important aspect of constructing discrete velocity models (DVMs) for the Boltzmann equation is to obtain the right number of collision invariants. It is a well-known fact that DVMs can also have extra collision invariants, so called spurious collision invariants, in plus to the physical ones. A DVM with only physical collision invariants, and so without spurious ones, is called normal. For binary mixtures also the concept of supernormal DVMs was introduced, meaning that in addition to the DVM being normal, the restriction of the DVM to any single species also is normal. Here we introduce generalizations of this concept to DVMs for multicomponent mixtures. We also present some general algorithms for constructing such models and give some concrete examples of such constructions. One of our main results is that for any given number of species, and any given rational mass ratios we can construct a supernormal DVM. The DVMs are constructed in such a way that for half-space problems, as the Milne and Kramers problems, but also nonlinear ones, we obtain similar structures as for the classical discrete Boltzmann equation for one species, and therefore we can apply obtained results for the classical Boltzmann equation.