An exploratory study on service dimensions of regional shopping centres: A segmentation approach’

Paper

Sit, Jason, Wong, Ho Yin and Birch, Dawn. 2002. "An exploratory study on service dimensions of regional shopping centres: A segmentation approach’." Shaw, Robin N., Adam, Stewart and McDonald, Heath (ed.) ANZMAC 2002. Melbourne, Australia 02 - 04 Dec 2002 Melbourne, Australia.
Paper/Presentation Title

An exploratory study on service dimensions of regional shopping centres: A segmentation approach’

Presentation TypePaper
AuthorsSit, Jason (Author), Wong, Ho Yin (Author) and Birch, Dawn (Author)
EditorsShaw, Robin N., Adam, Stewart and McDonald, Heath
Journal or Proceedings TitleProceedings of the 2002 Australian and New Zealand Marketing Academy Conference (ANZMAC 2002)
Year2002
Place of PublicationMelbourne, Australia
ISBN0 -300-2562-4
Web Address (URL) of Paperhttp://smib.vuw.ac.nz:8081/WWW/ANZMAC2002/papers/pdfs/p102_sit.pdf
Conference/EventANZMAC 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.

Keywordsshopping centres, shopping behaviour, personal service
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 AffiliationsSchool of Management and Marketing
Griffith University
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