An exploratory study on service dimensions of regional shopping centres: A segmentation approach’
Paper
Paper/Presentation Title | An exploratory study on service dimensions of regional shopping centres: A segmentation approach’ |
---|---|
Presentation Type | Paper |
Authors | Sit, Jason (Author), Wong, Ho Yin (Author) and Birch, Dawn (Author) |
Editors | Shaw, Robin N., Adam, Stewart and McDonald, Heath |
Journal or Proceedings Title | Proceedings of the 2002 Australian and New Zealand Marketing Academy Conference (ANZMAC 2002) |
Year | 2002 |
Place of Publication | Melbourne, Australia |
ISBN | 0 -300-2562-4 |
Web Address (URL) of Paper | http://smib.vuw.ac.nz:8081/WWW/ANZMAC2002/papers/pdfs/p102_sit.pdf |
Conference/Event | ANZMAC 2002 |
Event Details | ANZMAC 2002 Parent ANZMAC Conference Event Date 02 to end of 04 Dec 2002 Event Location Melbourne, Australia |
Abstract | Despite the advent of e-retailing and other shopping alternatives in the retailing sector, the ‘one-stop’ regional shopping centre remains a popular retail format. ServQual and ServPerf have been used to measure the service quality of individual retail stores on five key dimensions, namely reliability, assurance, tangibles, empathy, and responsiveness. However, these dimensions appear to be less relevant for measuring the performance of the ‘one-stop’ regional shopping centre that comprises a mix of anchors, specialty stores and service outlets. This study revealed a set of eight factors that may better reflect the service dimensions of regional centres, namely personal service, ambulance, amenity, ambience, entertaining service, merchandise mix, access and proximity. Further, this study revealed four distinct shopper segments of regional centres namely, the ‘experiential’ shopper, the ‘serious’ shopper, the ‘apathetic’ shopper, and the ‘service’ shopper. |
Keywords | shopping centres, shopping behaviour, personal service |
ANZSRC Field of Research 2020 | 350499. Commercial services not elsewhere classified |
Public Notes | File reproduced in accordance with the copyright policy of the publisher/author. |
Byline Affiliations | School of Management and Marketing |
Griffith University |
https://research.usq.edu.au/item/9y3w0/an-exploratory-study-on-service-dimensions-of-regional-shopping-centres-a-segmentation-approach
Download files
2298
total views295
total downloads3
views this month0
downloads this month