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In-store pickers and shoppers: the emotional and behavioural effects of co-existence in grocery retail environments
Mini Dissertation (MBA)--University of Pretoria, 2025.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2026
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| _version_ | 1867613697960050688 |
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| access_status_str | Open Access |
| author2 | Matlala, Silas |
| author_browse | Matlala, Silas |
| author_facet | Matlala, Silas |
| collection | Thesis |
| dc_rights_str_mv | © 2025 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2025. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/109230 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:40:16.658Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2026 |
| publishDateRange | 2026 |
| publishDateSort | 2026 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/109230 In-store pickers and shoppers: the emotional and behavioural effects of co-existence in grocery retail environments Matlala, Silas ichelp@gibs.co.za Ngcobondwane, Buyani UCTD Mini Dissertation (MBA)--University of Pretoria, 2025. Omnichannel strategies in grocery retail have transformed physical stores into dual-function spaces where online orders are fulfilled alongside in-person shopping. In-store pickers, who shop alongside customers, facilitate the fulfilment of online orders within the same environment as physical shoppers. This phenomenon has created a dynamic where in-store pickers and in-store shoppers coexist. This study examined how the presence of in-store pickers affects in-store customers’ emotional states and subsequent behavioural responses, using the Stimulus-Organism-Response (S-O-R) model to conceptualise the causal pathway and position in-store pickers as a passive operational social stimulus. Through an online survey, 223 participants were exposed to a between-subjects quasi-experimental vignette that manipulated the presence or absence of an in-store picker. The findings provide partial support for the S-O-R framework as applied in this study. Specifically: (i) pleasure was the primary emotional state influenced by in-store pickers, (ii) participants reported lower pleasure when an in-store picker was present, and (iii) pleasure emerged as the key emotional driver of approach-avoidance intentions in response to picker presence. Gordon Institute of Business Science (GIBS) MBA Unrestricted Gordon Institute of Business Science (GIBS) SDG-09: Industry, innovation and infrastructure 2026-03-23T09:43:54Z 2026-03-23T09:43:54Z 2026-05-05 2025 Mini Dissertation * A2025 http://hdl.handle.net/2263/109230 en © 2025 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD In-store pickers and shoppers: the emotional and behavioural effects of co-existence in grocery retail environments |
| title | In-store pickers and shoppers: the emotional and behavioural effects of co-existence in grocery retail environments |
| title_full | In-store pickers and shoppers: the emotional and behavioural effects of co-existence in grocery retail environments |
| title_fullStr | In-store pickers and shoppers: the emotional and behavioural effects of co-existence in grocery retail environments |
| title_full_unstemmed | In-store pickers and shoppers: the emotional and behavioural effects of co-existence in grocery retail environments |
| title_short | In-store pickers and shoppers: the emotional and behavioural effects of co-existence in grocery retail environments |
| title_sort | in store pickers and shoppers the emotional and behavioural effects of co existence in grocery retail environments |
| topic | UCTD |
| url | http://hdl.handle.net/2263/109230 |