The relationships among family and social interaction,loneliness, mall shopping motivation,and mall spending of older consumers

The study implemented 419 mall‐intercept interviews with people who are 55 or older in large malls in three metropolitan cities in the United States. The five subdimensions of mall‐shopping motivation of older consumers were identified under two dimensions: Consumption‐oriented mall‐shopping motivation (service consumption, value consumption, and eating) and experiential mall‐shopping motivation (diversion and aesthetic appreciation). The structural model revealed significant effects of social interaction, loneliness, and mall‐shopping motivations on mall spending. Outcomes suggest that a mall can be a place to reduce older consumers' loneliness and that retailers in the mall can attract and make older consumers spend more by emphasizing value consumption and service consumption. Results also provide the implication for mall developers that providing more experiential features and events in malls may attract more older consumers. © 2005 Wiley Periodicals, Inc.     

The Role of Social Integration in Service Satisfaction:

This study examines the process through which social integration contributes to service satisfaction in a nonprofit service setting. The model proposed in this study provides a context for understanding how traditional dimensions of service quality operate through social mechanisms to influence satisfaction. The model, which is based on social cognitive theory, suggests that: (1) perceptions of social support and the voice one has in an organization are important elements in determining service satisfaction; (2) the service recipient's perceptions of one's ability to function in the service organization setting (i.e., self-efficacy) is a critical element in a causal chain leading to service satisfaction; and (3) both social support and voice are determined by ''traditional'' service quality elements. Evidence in support of this model is provided through a telephone survey of church members.     

Who's got my back? Comparing consumers' reactions to peer-provided and firm-provided customer support

This study demonstrates that when an individual encounters a product-related problem, fellow consumers (i.e., one's peers) have a unique advantage in providing social support to the affected consumer. Specifically, we find that social support can be a dominant driver of consumer satisfaction when the risk of customer defection is at its highest (i.e., following an unsuccessful attempt to solve the consumer's problem). Using real-world data from an online support community, a pilot study finds that if the problem that a consumer faces goes unsolved, satisfaction is greater when consumers receive peer-provided versus firm-provided support. Study 1 replicates this finding in a controlled experiment that realistically simulates an actual customer support incident in real-time. Study 2 identifies social support as the mechanism that underlies this effect and investigates whether firm employees can take steps to appear more customer-like and thereby replicate the advantage of peer-provided support. Finally, Study 3 reveals an alternative strategy (i.e., utilizing multiple employees) that firms can use to enhance social support and provides evidence that peer-provided support not only enhances satisfaction but also positively influences consumers' behavioral intentions.     

Retail Centres: Location and Consumer's Satisfaction

Analysts rarely consider that commercial malls offer a global service to the consumer. It is commonly assumed that the consumers' decision concerning the place they choose usually for shopping depends essentially on the distance to the mall. This paper shows that, for such decisions, the consumer's satisfaction (an indicator widely used for evaluating the quality of a service) plays at least an equally important role in metropolitan areas where commercial zones are numerous enough to lead consumers to choice decisions. How the consumer builds up his/her satisfaction is the second point of this article. Different aspects (perception of shopping possibilities, expected pricing practices, general global environment) of each commercial zone do combine in the consumer's mind producing satisfaction or dissatisfaction. In these combinations, access conditions appear clearly to play a secondary role. It confirms that the two variables (access and satisfaction) are independently assessed by consumers. The city centre pedestrian streets are generally evaluated by the consumers with the same criteria as the outer commercial malls but they differ on some important aspects. These differences distinctly arise from specific consumers expectations towards the two kinds of commercial zones.     

How does shopper-based mall equity generate mall loyalty? A conceptual model and empirical evidence

Understanding the antecedents of shopper mall loyalty remains one of the crucial issues for both mall managers and retailing researchers. We propose a conceptual model that explains the psychological process by which shopper-based mall equity (e.g., the perceived mall value) generates mall loyalty. We collected data from shoppers in two urban North-American shopping malls (N=905). The empirical results were generally supportive of the model: Mall loyalty was significantly predicted by the commitment that shoppers held toward the mall; and that commitment, in turn, was significantly predicted by shopper's positive awareness of the mall's characteristics, and shopper's self-congruity. The latter construct, in turn, was significantly predicted by mall image dimensions such as the mall's environment and the quality of the products and services found in the mall. We also found the model to be invariant between female and male shoppers. Theoretical and managerial implications of the model and the findings were also discussed.     

Linking atmospherics to shopping outcomes: The role of the desire to stay

This study relies on the Stimulus-Organism-Response (S–O-R) paradigm to explore the mediating role of the desire to stay at the shopping mall in the relationship between shopper positive attitudes towards three atmospheric cues (color schemes, lighting, and music) and the shopping outcomes of shopper satisfaction, positive Word-of-Mouth (WOM) and patronage intentions. Moreover, the study elaborates on the path from the desire to stay to positive WOM and patronage intentions by considering the mediating role of shopper satisfaction. A survey-based study comprising a sample size of 451 mall shoppers has been developed to test the proposed research model. The results indicate that the desire to stay mediates the relationship between shoppers’ positive attitudes towards color schemes and music, on one hand, and shopper satisfaction and positive WOM, on the other hand. Although the desire to stay has a direct effect on positive WOM, it does not directly impact patronage intention. However, the latter path becomes significant when considering the mediating role of shopper satisfaction, indicating that satisfying mall stays enhance desirable outcomes. Based on these findings, implications for theory and retailers are discussed.     

The mall as bazaar: How kiosks influence consumer shopping behaviour

Abstract

The addition of kiosks (e.g. pushcarts, stalls, etc.) to malls has changed the mall environment. However, no research to our knowledge has been conducted to determine if that change has been received positively or negatively by shoppers. Our study investigates how kiosks and kiosk salespeople affect consumers' emotional responses and shopping behaviours towards the mall. Using a between-subjects design, we found that the very presence of kiosks negatively affects shoppers' perceptions of the mall environment. Whether a kiosk salesperson was aggressive or passive had virtually the same effect upon shoppers. Similarly, passive kiosk salespeople and the absence of kiosks resulted in relatively the same level of arousal on shoppers, while aggressive salespeople caused a higher level of arousal than either of the other two conditions. This contributes to the extant literature on retail atmospherics and perceptions of retail salesperson behaviours.     

Beyond the random location of shopping malls: A GIS perspective in Amman,Jordan

The purpose of this research is to examine shopping mall location selection in the area of West Amman in Jordan. Following the Time-Resistance Approach, ArcGIS's Network Analyst tool was used to calculate the distance in terms of minutes to reach each shopping mall using Geographical Information Systems (GIS) techniques.ResultsThe area under study, which covers multiple sub-districts, suffers from excessive oversupply, due to the lack of established planning criteria and regulations, which in turn has resulted in high population-to-retail-area-ratio. This result was further supported by referring to other evaluation criteria, including the planning criteria used in other countries such as UAE and Saudi Arabia.     

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.     

The effects of mall personality and fashion orientation on shopping value and mall patronage intension

It is imperative for mall operators in China to gain insights into consumer shopping behaviours that will allow them to further develop their mall personalities, in order to better differentiate themselves from the competition. The overarching objective of the present study was two-fold: to increase our understanding about contemporary Chinese shoppers; and to examine the relationships among mall personality, fashion orientation, shopping value and mall patronage intention. This study presents the results of a research survey conducted in Wuhan, China. Partial Least Square Structural Equation Modeling (PLS SEM) was used to analyze the survey responses from 324 shopping mall patrons. The findings indicate that consumers' fashion orientation has a significant influence based on their perception of the shopping mall personality. The path model analysis revealed that consumers' perception of shopping value had the strongest effect on their shopping intentions at the mall.     

The influence of atmospherics general interior variables on shoppers’ emotions and behavior

ABSTRACT

This study applies a systematic categorization of general interior variables (GIV) to conduct a comprehensive evaluation of the shopping sensory environment. A survey-based study focusing on the impact of the shopping mall GIV on shopper behavior while considering the mediating role of shoppers’ emotional states is reported. Results indicate a direct impact of positive attitudes towards color schemes, mall lighting, scent and temperature on shopper satisfaction and/or the desire to stay at the mall. Regarding the effect of emotional states, pleasure and arousal mediate the relation between several variables and the studied outcomes. Implications for theory and retailers are discussed.     

Determinants of the satisfaction of firms with the competencies of university students: a Spanish case study

Spanish universities pay little attention to business demands with regard to workforce training and to the research that has been developed in this area. The present study analyses the effect of various factors on firms’ satisfaction with the education provided by universities. The factors include the content of the student's major subject of study and social, methodological and participation skills. The data were obtained from a survey of businesses. Although the results obtained show that all of the factors have an impact on overall satisfaction, they are not of equal importance. University managers may be able to use the information obtained from this study as a basis for designing and implementing action that might improve employers’ level of satisfaction, which has considerable positive consequences. Moreover, the study's methodology could be applied to other outputs of universities, such as the research performed.     

Mood management through metaverse enhancing life satisfaction

This study aims to explore a social metaverse's positive effects as mood management on consumers' life satisfaction and usage intentions. A total of 304 survey responses from active users of a popular social metaverse platform, Zepeto, were collected with help from an online survey firm. Structural equation modeling analysis was conducted using AMOS 25.0. The direct paths from social metaverse consumption as positive mood enhancement and negative mood alleviation to consumers' life satisfaction were significant, which led to greater usage intentions. Positive mood enhancement influenced usage intentions both directly and indirectly through increased life satisfaction; however, the effect of negative mood alleviation on usage intentions was fully mediated by life satisfaction. Interestingly, for the players who spend money in the social metaverse, only the path from negative mood alleviation to usage intentions mediated by life satisfaction was significant.     

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.     

The Influence of Client Orientation on New Users' Satisfaction with an On-Line Information Retrieval Service

This study provides an empirical test for the impact of client orientation on new users' satisfaction with an on-line infor- mation retrieval service. Using a laboratory simulation of the service purchase encounter, four dimensions of the service encounter are varied-(1) the client's level of expectations for the professional librarian's friendliness, (2) the actual level of the librarian's friendli- ness towards the client, (3) the client's expectations for the degree of speed in the delivery of the bibliography via the on-line search ser- vice, and (4) the actual speed of the search service. All four dimen- sions are varied in friendly and unfriendly as well as fast and slow combinations. The client's satisfaction is measured both at the end of the service delivery when it is paid for and later on after the printout produced by the service has been used and the client is ready to recommend or criticize the service to some other potential user. The impact of client orientation on satisfaction - through ex- pectations of friendly performance and actual friendliness in the ser- vice delivery-is evaluated for the client's immediate reaction to the service encounter using ANOVA and then again using MANOVA for the unfolding process of satisfaction during and after service delivery.     

When income matters: Customers evaluation of shopping malls’ hedonic and utilitarian orientations

This study, based on 772 shopper's interviews in two shopping malls, establishes that malls can achieve differentiation from their competitors through the pursuit of singular orientations following the hedonic and utilitarian dimensions of shopping. Furthermore, perceived differentiation from competitors is found to positively influence customers’ attachment to the mall, a determining factor in the mall's evaluation. Interestingly, mall's orientation related to hedonic elements was found appealing by all subjects, although slightly more by those with lower income. However, utilitarian orientation appeared strictly effective on those with higher income. Theoretical and managerial implications along with limitations are discussed.     

Three facets of satisfaction and their influence on the performance of innovation teams

This study investigates and demonstrates the mediating effect of job satisfaction between team deftness and team comprehension and the performance of 168 project teams involved in major innovation projects for their companies.The study demonstrates that there are at least three independent facets of job satisfaction: instrumental satisfaction with the way the task is progressing, social satisfaction with the way the team members interact with one another and the organization, and egocentric satisfaction with the individuals' perceived benefits to themselves.Previous studies have shown that innovation team performance is directly correlated with the two antecedents of performance: team deftness, which reflects how effectively the team works to achieve the innovation's purpose and team comprehension, which reflects how the team understands the linkages among key variables driving the innovation outcome. The study argues that these different facets of satisfaction differentially affect the ways in which team performance is affected by deftness and comprehension.There are three major results:

• 1.1. Social satisfaction mediates the relation between team deftness and performance—as social dissatisfaction of the team increases, it appears to impede the ability of the team to deploy its deftness in accomplishing the project's purpose.
• 2.2. Instrumental satisfaction mediates the relation between team comprehension and project performance—as instrumental dissatisfaction increases, it appears to impede the ability of the team to deploy its comprehension to accomplish the project's purpose.
• 3.3. Egocentric satisfaction does not appear to mediate the relation between team deftness and project performance.

Some managerial implications of these results are discussed.     

The impact of stereotyping on consumers' food choices

There is mounting evidence to show that people's food choices are influenced by social others. However, there is scant research on how consumers' food choices are affected by perceived competence of others present in the retail setting. The findings of Study 1 indicate that when the other customer is perceived as competent (i.e., paying with a Platinum Amex), the focal consumer chooses the same (organic vs. standard) chicken wrap. However, such a mimicking behavior is absent when the other customer lacks competency cues (i.e., paying with food stamps). Study 2 shows that social modeling doesn't occur in the context of indulgent food choices. Moreover, the findings of Study 2 demonstrate that competence cues perceived similarity between the other customer and the focal consumer.     

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.