Satisfaction,loyalty and repatronage intentions: Role of hedonic shopping values

Today the Indian traditional retail shopper visiting various hypermarkets formats for purchasing and enjoying their valuable time with their family members and friends, as these formats offer hedonic shopping values. Therefore, this research paper focused on hypermarket shoppers of central India and the main objective of this study is to identify the role of hedonic shopping values on creation of satisfaction, loyalty and repatronage intentions with the help of proposed research framework based on 329 responses. Confirmatory factor analysis and structural equation modeling (SEM) is use to analyze and validate the proposed research framework. The result supports the relationship between hedonic shopping values with customer satisfaction, loyalty and repatronage intentions. The study also demonstrate the moderating role of gender on these relationship, which shows that both male and female consumer have different level of shopping behavior when it comes to see the influence of hedonic shopping values. Therefore, this research paper would help hypermarket retailers to design their retail store environment more attractively to maintain the optimum customer satisfaction level that enhance the loyalty and repatronage intentions in the customer in this current competitive retail scenario.     

The effects of mall renovation on shopping values,satisfaction and spending behaviour

Managers renovate malls to keep up with newer shopping centres and retail formats that erode traffic. This paper investigates shoppers׳ psychological processes that trigger changes in spending behaviour in the renovated mall. Renovation has a direct impact on the perception of the mall atmosphere and an indirect one on shoppers׳ hedonic and utilitarian values, satisfaction, and spending. Renovation affects shoppers׳ spending through the perception of utilitarian shopping benefits.This study is the first of its kind to explore the effects of mall renovation on shoppers׳ spending. It focuses on the effect of renovations on shoppers׳ holistic perception of the mall atmosphere. The hedonic benefit contributes more to shoppers׳ satisfaction than does the utilitarian value. However, the utilitarian value affects shoppers׳ spending while the hedonic value does not.     

Examining shopping mall consumer decision-making styles,satisfaction and purchase intention

Understanding consumer decision-making (CDM) styles is essential for market segmentation, positioning and crafting marketing strategies within a market. Few studies have examined the structural relationship among decision-making styles that consumers exhibit during mall shopping, level of satisfaction and purchase intention. The purpose of this study was to examine CDM styles as the antecedents and predictors of level of satisfaction and purchase intention. Based on the Consumer Styles Inventory, eight CDM styles that individual exhibit during shopping mall activities are proposed in terms of utilitarian and hedonic perspectives. We hypothesize these eight CDM styles as a set of predictors of customer satisfaction and purchase intention. A total of 327 valid paper-and-pencil questionnaires were collected from several shopping malls in Kuala Lumpur, Malaysia. Partial least squares (PLS) path modelling approach, a structural equation modelling (PLS-SEM) technique was performed to test the proposed structural relationships. The empirical assessment supports that hedonic shopping styles consumers that exhibit high level of habitual, brand consciousness, fashion consciosness, recreational conscious style have lower levels of satisfaction and purchase intention during mall shopping while novelty and fashion conscious style consumers have lower level of satisfaction but do not unveil lower purchase intention. Utilitarian shopping styles consumers that exhibit high level of price conscious, confused by overchoice and high-quality conscious style have higher levels of satisfaction while impulsive/careless shoppers do not; and while price conscious, impulsive/careless, confused by overchoice consumers have higher levels of purchase intention but the high-quality conscious consumers do not unveil higher purchase intention. Further, there is a positive relationship between satisfaction and purchase intention. The practical and managerial implications are discussed.     

Image transfer from malls to stores and its influence on shopping values and mall patronage: The role of self-congruity

Little research attention has been paid to the image transference from a shopping mall to its stores. The study reported in this article proposes an integrative model dealing with the image transference phenomenon from malls to stores and its implications in terms of creating value for shoppers and enticing mall patronage. Structural equation modeling is applied to data collected from shoppers in two urban North-Amercian shopping malls. The findings are broadly supportive of the proposed model. Mall image spills over the image of the stores located in the mall, and this occurs through a shopper's self-congruity mechanism. Furthermore, the mall's image dimensions influence hedonic shopping value through self-congruity. The stores’ image dimensions differentially influence utilitarian and hedonic shopping values assessments. Both types of shopping values are strong drivers of mall patronage. The study also discusses the implications of the findings as well as its limitations and directions for future research.     

An empirical study of the relationship between shopping environment,customer perceived value,satisfaction, and loyalty in the UAE malls context

This study aims to investigate through structural equation modelling (SEM) the relationships between the shopping environment, customer perceived value, customer satisfaction, and customer loyalty in regard to malls in the United Arab Emirates (UAE). The main results of this study show that the mall environment is an antecedent of the customer perceived value of malls (MALLVAL) and customer satisfaction. MALLVAL has a significant positive effect on both customer satisfaction and customer loyalty to malls. In addition, MALLVAL and customer satisfaction mediate the relationship between the mall environment and customer loyalty. Finally, customer satisfaction mediates the relationship between MALLVAL and customer loyalty to malls. Some theoretical and managerial implications of these findings are discussed.     

How does shopping duration evolve and influence buying behavior? The role of marketing and shopping environment

This study investigates how promotional activities, mall size, and past shopping experiences affect customer shopping duration, and elucidates how shopping duration induces immediate, transient, and long-term effects on customer decisions of whether and how much to buy in the offline shopping mall format. We simultaneously model purchase incidence, purchase amount, and shopping duration to examine empirically the constructs’ dynamic impacts. The proposed model is calibrated using six-year-long transaction data of 43,326 customers that patronize malls operated by a large retail firm. The results reveal that shopping duration leads to an immediate increase in the amount spent by customers in a given period. The transient effects of shopping duration on purchase incidence and amount are significantly positive. However, in the long term, while purchase frequency appears to increase with cumulative shopping duration, purchase amount is negatively affected. Further, shopping duration increases with the size of the mall visited and the level of promotion but tends to converge to a lower level in the long term. Managerial implications for effectively managing customer experience are discussed.     

Sources of customer satisfaction with shopping malls: A comparative study of different customer segments

Abstract

In spite of the growing importance of planned, centrally managed and enclosed shopping centres in the retailing sector, the understanding concerning sources and outcomes of customer satisfaction with this kind of shopping malls is limited. This paper develops and validates a conceptualisation of shopping mall satisfaction based on field studies in Sweden. The results show that eight underlying factors of varying character are important to customer satisfaction. These are selection, atmosphere, convenience, sales people, refreshments, location, promotional activities and merchandising policy. Furthermore, this study investigates whether sources of satisfaction differ in importance with respect to gender and age, generally two important variables for retail segmentation.     

An empirical examination of clustering and dispersion within Canadian shopping centers

In this paper, data on the internal compositions of 90 planned regional shopping centers in the five westernmost provinces in Canada are used to examine the locational pattern of stores in shopping centers, to see whether these locations are consistent with exploiting demand externalities and the physical features of the mall. The empirical relevance of so-called “rules of thumb” for locating stores in shopping centers is also assessed. We find that there is clustering of service stores near mall entrances, and clustering of comparison shopping stores near corridor intersections and on the second floor of two-story malls. Clustering tends to occur in the ladies' wear, jewellery/fashion accessory, and unisex clothing store categories, facilitating comparison shopping. Clustering of stores in the service category facilitates multipurpose shopping. A regression analysis indicates that clustering may depend upon the size, age, and type of mall in question. Overall, results are consistent with consumer transportation/shopping costs and demand externalities driving the internal store location strategy of planned regional shopping centers.     

Shopping values of clothing retailers perceived by consumers of different social classes

With the advent of diverse forms of retailing, competition among retailers is becoming more intense. Due to this phenomenon, retailers now require marketing strategies that can differentiate themselves from other retailers. However, there is a lack of research on what kind of shopping values consumers perceive from the retailers they visit. This paper analyzes dimensions of shopping values consumers perceive and variations in perceived shopping values according to the types of clothing retailers, be it a department store, discount store, or internet shopping mall. More specifically, the paper analyzes the moderating effect of consumers’ different social class in perceiving the shopping values of each retailer. The results show that shopping value consists of five major constructs: experiential, diversional, reliable, efficient, and self-expressive shopping values. We also found that consumers perceive more experiential, diversional, and reliable shopping values in department stores and internet shopping malls than in discount stores, and self-expressive shopping value is highly perceived in department stores. However, consumers’ social class can moderate the perception of shopping values for department stores and internet shopping malls, but not for discount stores. Discount store shopping is likely to provide consistent shopping values to consumers of all classes. Based on these findings, managerial implications are then presented.     

The geography of lifestyle center growth: The emergence of a retail cluster format in the United States

Just as geographers have given much attention to the evolution of shopping malls and power center retail complexes, it is equally important for research in business geography to continue to provide developmental evidence as new and distinctive retail cluster formats emerge and grow. The lifestyle center is a unique type of retail complex that has experienced much expansion across the United States yet has not received much research attention from location researchers. This study provides answers to basic questions, including the geography of lifestyle center development, the relationship of lifestyle center development to traditional mall activity, and the characteristics of lifestyle center market areas in comparison with the trade areas of their mall counterparts. The results show that lifestyle centers are developing in distinctive locations and markets within American cities that are not well-served by traditional malls. The study results also establish that lifestyle centers have a significant bias toward location in large cities, representing a clear contrast with traditional malls and their locational orientation toward smaller centers. The study summarizes these findings and argues that the emergence of the lifestyle center format has important implications for retailers, commercial property developers, and local economic development officials.     

Comfort in brick and mortar shopping experiences: Examining antecedents and consequences of comfortable retail experiences

This paper explores the comfort construct in brick and mortar retail settings. As a psychological construct, consumer comfort reflects a sense of ease and peace of mind during a shopping experience. Previous research suggests comfort carries a number of positive consequences for managers, such as strengthening customer relationships and increasing customer satisfaction (Gaur and Xu, 2009). However, these studies take a more interpersonal relationship theory approach and have not considered the impact of non-social aspects of retail environments on consumers' comfort. Moreover, these extant studies have not considered how comfortable environments create value for consumers. Consequently, this study examines how atmospheric elements contribute to creating consumer comfort, and how comfort impacts consumers' perceptions of shopping value. Findings from survey data demonstrate that not all atmospheric elements influence consumers' comfort levels. Moreover, comfortable environments were found to increase both utilitarian value and hedonic value. The implications of the findings for academics and managers are discussed.     

The death and life of shopping malls: an empirical investigation on the dead malls in Greater Lisbon

At a moment when new retail formats are emerging and consumers are changing their preferences, it is vital to reflect on the existing shopping malls, which are being challenged in European cities. With their vitality endangered, many become dead malls, a phenomenon that has increased over recent years. With this in mind, the objective of this study is to explain the factors behind the proliferation of dead malls through an empirical analysis of the evolution of shopping malls in Greater Lisbon, Portugal. We combine three sets of retail change theories (cyclic, conflict and environmental) with current perspectives on the resilience of urban retail. We expect that our study will contribute toward current debates on the resilience of shopping malls. The methodology of our study comprises two stages. First, we updated the Greater Lisbon shopping mall database and analysed the growth and decline of each shopping mall type over the last 44 years. In a second phase, we conducted a fieldwork survey on 150 shopping malls, which allowed us to identify and profile the dead malls of Greater Lisbon. Our results show that dead malls match declining shopping mall types, and we discuss four factors affecting the resilience of shopping malls.     

Shopping mall retailing: A bibliometric analysis and systematic assessment of Chebat's contributions

Shopping malls are unique retail environments offering individual consumption experiences within a holistic retail ecosystem. Drawing on a bibliometric analysis and a systematic review of 31 articles, this research synthetizes Jean-Charles Chebat's contributions to the shopping mall literature. Findings highlight four core clusters of the shopping mall literature, namely spatial wayfinding, atmospherics, consumer differences across shopping mall experiences, and shopping mall consequences. The newly developed Shopping Mall Experience Framework extends Chebat's research proposing additional elements of interest for current mall retailing research. Managerial implications offer practical guidance on successfully designing and maneuvering shopping malls of the future.     

Do men and women really shop differently? An exploration of gender differences in mall shopping in India

‘Men Buy and Women Shop’ proclaims a new Wharton Research on shopping habits of the American consumer (2007). There is found to be considerable difference in the way men and women shop in the West. Is this true across cultures? Indian retailing is generating considerable interest within the country and abroad. India has been rated as the fifth most attractive emerging retail market and was ranked first in a Global Retail Development Index of 30 developing countries drawn up by A T Kearney. Organized retail, best represented by the mushrooming malls, has come to play a defining role in building and supporting this veritable base of retail consumers. Therefore, it is of utmost interest to retailers and academia alike to understand the consumer dynamics behind the newly evolving consumption culture. This study explores mall‐shopping habits in India and attempts to identify and contrast possible differences between genders using a sample of 2721 mall consumers across seven cities. While the findings suggest that in India there are significant differences in shopping behaviour that can be ascribed to gender, there are fundamental questions about stereotyping of shopping as a feminine activity. To do this, discriminant analysis has been used to study whether shopping orientation and mall‐shopping attitudes can discriminate between male and female shoppers.     

Why shopping pals make malls different?

The present study examines the effects of the specific type of ompanion a shopper shops with (i.e., friend versus family member) on the emotional attachment to malls. The study aims to explain this influence through two potential mediators, that is, shopping arousal, and shopping apprehension, the relevance of which has been shown in the extant reviewed psychosocial literature. The emotional attachment of shoppers to their mall depends on whom they are shopping with: shopping with friends affects both shoppers' arousal and apprehension. Only arousal mediates the relationship between shopping pal and mall attachment. Our findings provide new insight on the psychological processes explaining the relation shoppers develop with their shopping environment and give retail managers guidelines for increasing shoppers' attachment to their malls.     

Do Farmers' Market and Specialty Food Store Customers Differ in the Effects of Perceived Utilitarian and Hedonic Shopping Values?

This study explored differences in the effects of perceived utilitarian and hedonic shopping values on customer satisfaction for the two separate groups of the agricultural product marketing channel: farmers' markets and specialty food stores. Empirical data were collected from customers of agricultural product retailers located in Taiwan (N = 412). The results show that different agricultural product marketing channels provide different values to their customers. Farmers' market customers experience a greater hedonic value, and specialty food store customers experience a greater utilitarian value. In addition, the perceived utilitarian and hedonic shopping values of farmers' market customers are more highly positively associated with customer satisfaction than are those of specialty food store customers.     

基于AHP分析的大型购物中心聚客力研究

近年来,大型购物中心在全国各地迅速崛起,聚客能力成为大型购物中心成功的关键因素。依据大型购物中心聚客力的影响因素,采用AHP分析法测定出各因素的影响权重,同时选取广州地区3家大型购物中心为样本,分析各自的聚客力的现状,并得出了相关的结论。     

Shopping streets versus shopping malls – determinants of agglomeration format attractiveness from the consumers' point of view

The decline of shopping streets and the rise of shopping malls have been major trends in European retailing for decades. So far, research has failed to investigate this shift of agglomeration format (AF) patronage from a marketing perspective, including the consumers' point of view. This paper presents a theoretical discussion of the generic similarities and conceptual differences between shopping streets and shopping malls. Subsequently, the AF-specific characteristics perceived by consumers are compared and discussed with respect to their impact on agglomeration attractiveness. This leads to the development of a conceptual framework which is empirically tested using a web-based survey of almost 1000 consumers representing a typical urban central European retail market. The relative importance of nine distinctive AF characteristics on attractiveness was analysed using structural equation modelling. The findings proved to be quite similar for both shopping streets and shopping malls; the retail tenant mix and atmosphere had the highest relative importance.     

Anatomy of shopping experience for malls in Mumbai: A confirmatory factor analysis approach

The city of Mumbai has not yet exhausted its potential in terms of availability of mall space. Yet shoppers of Mumbai seem to prefer high-street locations even if the product or format is operating from inside a shopping mall also. It means that shoppers look beyond the basic chore of shopping and experience plays a vital role. This study was undertaken to understand the composition of shopping experience so that mall developers and managers succeed in generating exciting among shoppers by orchestration of shopping experience using components as identified at the end of this research. It is based on empirical investigation of 400 respondents selected from four shopping malls in Mumbai. The study identifies ambience, convenience, marketing focus, safety & security and physical infrastructure as factors vital in defining shopping experience. Results were confirmed using confirmatory factor analysis.     

M-atmospherics: From the physical to the digital

This research draws on the stimulus-organism-response framework to explore how traditional, physical atmospheric variables relate to consumers’ internal value responses to the m-shopping experience. Further, this research exposes how fulfillment of consumers’ utilitarian and hedonic values relate to consumers’ experience of flow while shopping and their intentions to return to the m-shopping platform. Findings suggest the stimulus-organism-response framework provides a viable perspective on the design of mobile shopping experiences. Moreover, traditional atmospheric variables influence consumers’ shopping experiences in the mobile context. Theoretical and practical implications are provided.