An exploratory study on performance dimensions of sub-regional shopping centers

Paper

Sit, Jason and Birch, Dawn. 2001. "An exploratory study on performance dimensions of sub-regional shopping centers." Chetty, Sylvie and Collins, Brett (ed.) ANZMAC 2001: Bridging Marketing Theory and Practice. Auckland, New Zealand 01 - 05 Dec 2001 Auckland, New Zealand.
Paper/Presentation Title

An exploratory study on performance dimensions of sub-regional shopping centers

Presentation TypePaper
AuthorsSit, Jason (Author) and Birch, Dawn (Author)
EditorsChetty, Sylvie and Collins, Brett
Journal or Proceedings TitleProceedings of the 2001 Australian and New Zealand Marketing Academy Conference (ANZMAC 2001)
Number of Pages7
Year2001
Place of PublicationAuckland, New Zealand
ISBN0473082063
Web Address (URL) of Paperhttp://smib.vuw.ac.nz:8081/WWW/ANZMAC2001/anzmac/AUTHORS/pdfs/Sit.pdf
Conference/EventANZMAC 2001: Bridging Marketing Theory and Practice
Event Details
ANZMAC 2001: Bridging Marketing Theory and Practice
Parent
ANZMAC Conference
Event Date
01 to end of 05 Dec 2001
Event Location
Auckland, New Zealand
Abstract

Despite the advent of e-tailing and other changes in the retailing sector, the 'one-stop' shopping
centre remains a popular retailing format. ServQual and ServPerf measure the performance of individual service firms on five key dimensions, namely reliability, responsiveness, assurance, empathy, and tangibles. However, these dimensions appear to be less appropriate for measuring the performance of a sub-regional shopping centre that comprises a mix of anchors, specialty stores and service outlets. An exploratory study of 251 households revealed that shoppers
evaluate the performance of sub-regional centres on five alternative dimensions, namely accessibility, physical surroundings, safety, retail mix, and personal interaction.

Keywordsshopping centers, shopping centres, retailing
ANZSRC Field of Research 2020350499. Commercial services not elsewhere classified
Public Notes

File reproduced in accordance with the copyright policy of the publisher/author.

Byline AffiliationsUniversity of Southern Queensland
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