百货店店铺印象中的服务要素测量研究

服务要素的测量是研究服务密集型零售业态店铺印象的关键环节。以往的服务要素测量以SERVQUAL中服务要素为主,但SERVQUAL量表的服务要素是否适合测量百货店店铺印象,需要进一步证实。本研究在原有SERVQUAL量表的基础上,对百货店店铺印象中服务要素进行相应的扩充和修改,通过EFA和CFA分析,对其进行实证检验。结果表明,百货店服务要素分为有形性、便利性、响应性、移情性和可靠性。而且,我国消费者对百货店的服务要素认知越来越细化,越来越注重娱乐性服务项目,因此百货店的服务要尽量使消费者体会更多的愉悦感。     

基于商品属性感知的店铺印象转移问题研究

一些研究证明了商业集聚对店铺的印象有影响,但并没有明确是什么影响和怎样影响.本研究通过实验设计,对比不同环境下被试者对商品价格和质量感知的变化,揭示了集聚印象对选址其中的店铺形象的影响,并依据归类理论得出:消费者对商品属性的感知首先会受店铺高低档次的决定,但店铺所处集聚的高低档次的形象会促使商品属性感知发生移动,从而影响消费者对店铺的印象.     

百货店服务要素对店铺印象影响:基于晕轮理论的解释

零售店采用相应的服务手段可以强化消费者的店铺印象。本研究以晕轮效应理论为基础,以百货店为研究对象,采用方差分析方法,探讨商家对消费者提供的服务是否可以产生对店铺印象的扩大影响。结果表明,百货店业态的服务要素对消费者的店铺印象产生较为显著的影响,不同的服务项目提供与否会对百货店店铺印象产生不同影响,进而影响消费者对店铺印象的形成。     

从购买风险感知理论解释商业集聚对店铺印象的影响

商业集聚印象必然会影响集聚中的店铺印象,这个现象可以用购买风险感知理论进行解释。文章将消费者购买风险感知引入店铺印象转移模型中,从消费者心理的角度,探查商业集聚印象对店铺印象的影响原因,通过比较消费者在不同背景下购买心理的变化,揭示店铺印象转移产生的本源。结论得出:购物风险感知在百货店印象转移中起调节作用,在专业店印象转移中起中介作用。     

店铺自我认同概念界定与测量的探索性研究

商业集聚内的许多小店铺以自己的经营理念来组织备货,将店铺信息传递给消费者,在这一经营过程中,零售商店铺自我认同起着重要作用。但是,店铺自我认同的概念和测量问题几乎还没有学者研究。文章借鉴品牌自我认同的概念,将店铺作为一种品牌,界定了店铺自我认同的概念,明晰了店铺自我认同和店铺印象的关系,并对店铺自我认同这一构念进行了初步的测量。     

商业集聚印象与消费者口碑传播的关系

商业集聚是一系列零售店铺在地理上的集中,这种空间上的联合会产生1+1＞2的经济与创新的双重协同增值效应,提升城市商圈的综合实力.而商业集聚印象是消费者对集聚体客观实在的感知,是商业集聚体竞争力的一种具体表现.本文基于M-R模型和“认知—情感—行为”理论,对商业集聚印象影响消费者口碑传播的机制进行实证研究.研究结果显示,消费者情感和顾客认同都充当了部分中介作用,而顾客认同对口碑传播的直接影响和作用更为显著;消费者情感不仅对口碑传播具有直接影响,而且通过顾客认同对消费者口碑传播产生间接作用.     

品牌高端化背景下店铺形象对购买意愿的影响研究

消费升级趋势下,众多大众服装品牌开始谋求高端化新出路。而店铺作为消费者直接接触品牌的重要媒介,与品牌的形象和地位密切相关。实证结果表明,店铺形象对感知品牌地位和购买意愿有显著正向影响,感知品牌地位在店铺形象和购买意愿的关系之间起中介作用。建议企业在高端化的过程中重视店铺形象管理,打破消费者对原本品牌形象和地位的认知,获得消费者的购买意愿和满意度,谋求高端化成功转型和长远发展。     

环境线索对商业集聚印象与魅力度的影响

本研究为了探索环境线索与商业集聚印象形成的过程关系,采用实验法,请两组被试观看A、B、C三个购物中心视频,测试消费者集聚印象和魅力度的差异。视频A和视频C除了环境线索不同之外,其余部分完全相同。视频B作为衡量调研对象评分标准的工具用来观察不同组被试的判断是否有偏差。研究的结果显示商业集聚的环境因素会影响其他属性对顾客的魅力度,并且商业集聚的某一负面线索会对减弱总体吸引力。本研究提示商业集聚的管理者环境线索对集聚印象形成有重要的作用,为了提升集聚印象,应该注重对该要素(比如外观)进行优质建设与维护。     

零售企业的店铺设计

店铺设计属于零售企业的环境管理,是服务质量管理的组成部分,也是零售企业重要的营销策略和竞争手段。从零售企业商品经营的客观规律出发,比较全面系统地阐明零售企业店铺设计的地位作用、具体内容和要求。对于塑造零售企业良好的视觉形象和鲜明的经营风格,提高企业竞争力和社会效益及经济效益具有重要意义。     

自有品牌认知度对店铺忠诚的影响——基于价格敏感性的调节作用

本文将品牌认知理论引入到自有品牌的研究中,以KS商场为例,应用回归分析方法检验了消费者自有品牌认知度的不同维度对其店铺忠诚的影响,以及价格敏感性对上述关系的调节作用。研究发现,自有品牌的品牌识别、品质认知、品牌联想均对店铺忠诚具有显著的正向影响;在品牌回忆、品质认知、品牌联想对店铺忠诚的影响中,价格敏感性具有显著的负向调节作用。     

The influence of a retailer's corporate social responsibility program on re-conceptualizing store image

The construct of retail store image is typically built based on a variety of the store's functional attributes. This conceptualization fails to consider the role of corporate social responsibility (CSR) polices and practices in forming store image. Results from a study of 460 consumers indicate CSR influences consumer store image. CSR is particularly effective at influencing store image when the retailer experiences a positive performance perception among its customers. Consumers shopping at such stores are more receptive to CSR programs, and experience significant increases in their level of satisfaction and loyalty to the store through the addition of these programs.     

商店氛围对顾客情绪、非计划性购买行为的影响

非计划性购买是衡量零售商与顾客之间沟通效果的一个重要指标。本文以M-R模型为基础,提出了AS-OE-BR(氛围刺激-个体情绪-行为反应)模型,试图在中国背景下探索影响顾客情绪的商店氛围因子,进而研究这些氛围因素对顾客情绪和非计划性购买的影响。研究表明中国顾客对商店氛围各因子的感知基本与西方顾客相同,但中国顾客似乎比外国顾客更少受商店氛围的影响,由情绪变化产生的非计划购买率也较低。     

Mediated-moderated effects: High and low store image,brand awareness,perceived value from mini and supermarkets retail stores

This paper addresses how different store formats moderate the relationship between store image and purchase intention, mediated by brand awareness and perceived value. Questionnaire data was collected through face-to-face interviews with retail customers on the streets of a city in southern Brazil. Hypotheses testing were performed using the partial least squares structural equation modeling, supported by Smart-PLS and the Bootstrapping procedure run in the Process software. The model's sample included 298 retail customers for each store format (supermarket and mini-market). Results showed that store image positively impacted customer purchase intentions and the mediators, perceived value and brand awareness, which had a distinct effect on the direct relation of store image and purchase intention. Store format presented moderation effects on the relation between store image and brand awareness for both store formats: the higher the perception of store image, the greater the consumer's brand awareness. However, store format did not present a moderating effect on the relationship between brand awareness and purchase intention. Store image was found to be an important independent construct that improves brand awareness and increases perceived value. The number of mini-markets in Brazil is increasing, indicating that they are supplying a need unmet by supermarkets. The study design's implementation in the city streets, respondents were requested to imagine store image, which may have affected some of the parameters. The model integrated store image as an important construct influencing purchase behavior and this study presented a mediated-moderated model with managerial implications.     

Retailing strategy for customer growth and new customer attraction

The image that current and potential customers have of a retail store affects the magnitude of patronage at that store. In attempting to increase store patronage, management of a retail store must look to people who already are customers, as well as to people who are not current customers. The appropriate strategy depends upon the dimensions used by people in their evaluation of the store. The hypothesis is tested that the strategy used for gaining increased patronage from customers may have to differ from that used to gain patronage from noncustomers.Field survey techniques were used to collect data from 225 adult females. Respondents evaluated three large retail department stores, which were believed to have distinct images in the minds of female shoppers, on the basis of a set of 12 semantic scales that represented various store attributes. Each respondent indicated frequency of shopping at each store. The data were analyzed by two different multiple discriminant analyses. For the customer growth strategy, the semantic scale measures were used to develop a discriminant model for each store to determine which attributes would be the best predictors of shopping frequency. The analysis relevant to the strategy of new customer attraction differed. First, shoppers were classified as loyal to one store on the basis of their rates of shopping at each store. Second, the 36 attribute measurements (12 scales for 3 stores) were factor analyzed, and three factors were extracted. Those attributes which loaded highest on each of the factors for each store were used as predictor variables in the discriminant analysis.The results of this study indicate that different marketing strategies may be required for increasing sales to existing customers and attracting new customers. In addition, consumers do not necessarily differentiate similar type retail stores on the same dimension.     

Online customer service and retail type-product congruence

This study investigates how various elements of customer service affect the behavioral intention to shop at the online or the offline store for different product categories. We focus on the perceived value, trust, interface, empathy, and offline presence as the dimensions of the customer service for the retail store (online or offline). Using 317 respondents from the online stores’ users, this study finds that perceived value is the strongest predictor for future intention to shop at online stores, whereas offline presence of an online store did not enhance the future intention to shop at online stores. Other dimensions such as enhanced trust and ease of interface strengthen the intention to purchase at the offline stores. Finally, perceived value and empathy associated with online stores harm the offline stores. In synch with the Theory of Congruence, this study supports the notion that the perceived congruence between product type and retail store type affect their intention to purchase certain product categories at the online stores and to purchase other groups of product categories at offline stores. Further ramifications of these findings are discussed in the paper.     

The influence of supermarket attributes on perceived customer satisfaction: an East Asian study

Despite the proliferation of theoretical developments in the area of western consumer behaviour, to date the likelihood of Asian variants to existing consumer behavioural models has not been explored in any detail. Based on prior research in the field of retail attribute testing this empirical study investigates the influence of supermarket store attributes on Chinese (Macau) customer satisfaction moderated by the biographical factors of age and income. The results indicate that the store attributes of distance and speed of check out were significant for age, and that delivery service and price reductions were significant by income. Total independent variable rankings indicated store location, price and product variety were perceived by Chinese respondents as being the most important store attributes influencing satisfaction.     

The Influence of Store Image on Store Loyalty in Hong Kong's Quick Service Restaurant Industry

ABSTRACT

Studies considering links between store image and store loyalty, especially in an Asian context, are sparse. This article explores the relationship between store image and store loyalty in the Hong Kong fast-food industry. A survey of 200 users of fast-food restaurants revealed that functional attributes of store image are more accurate than psychological attributes when predicting the degree of store loyalty. Functional attributes of particular importance are waiting time for a seat, store environment and store location. However, some psychological attributes have an influence on store loyalty. Furthermore, the findings show that the more favorable the store image, the more likely consumers are to consume in a particular restaurant.     

The influence of social capital on local retail patronage in an urban setting

Local retail stores are currently facing intense competition from both online retailers and large chain stores. An understanding of local retail store patronage (i.e., patronage of retail stores in one's own community) is essential to the survival and growth of local retailers. Drawing on Social Capital Theory, we theorize and show with store-level survey data the influence of social capital (community attachment and reciprocity) on local retail store patronage in a large urban setting. We find that the impact of social factors differs for residents within the community compared to those outside of the community. We also demonstrate the importance of social factors in comparison to non-social factors. These findings contribute to the literature by extending the impact of social capital on local retail store patronage beyond rural settings, providing insight into urban consumers' decision to patronize local retail stores, and highlighting the impact of community boundaries. These findings also generate practical recommendations for local merchants and stress the importance of building reciprocal relationships with local customers as well as varying communications across community boundaries.