A three-item scale measuring the degree to which a shopper finds a particular store's shelf arrangement disorganised and unhelpful for locating products. Developed by Albrecht et al. (2017) drawing on concepts from Dickson and MacLachlan (1990), it captures a navigational friction dimension of the retail environment.
Albrecht, C.-M., Hattula, S., & Lehmann, D. R. (2017). The relationship between consumer shopping stress and purchase abandonment in task-oriented and recreation-oriented consumers. Journal of the Academy of Marketing Science, 45(5), 720–740.
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