Store Layout Confusion

What it measures

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.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• In the store, it was difficult for me to find the product required because of the arrangement of the shelves.
• The store layout did not really make it easy for me to find certain products.
• The arrangement of the shelves in the store did not make it easy to find my way.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Alphas were .93 (Study 1a) and .95 (Study 1b). Companion scales from the same study address shopping stress, spatial crowding, and in-store goal reengagement.

Recommended companion scales

Citation

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.

Keywords