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
Permalink -

https://research.usq.edu.au/item/9y3w0/an-exploratory-study-on-service-dimensions-of-regional-shopping-centres-a-segmentation-approach

Log in to edit

Download files

  • 2299
    total views
  • 295
    total downloads
  • 0
    views this month
  • 0
    downloads this month

Export as

Related outputs

“Regions” as brands: an empirical validation of consumer-based brand equity framework and demonstration of cross-over effect
Bandyopadhyay, Argho, Hall, John, Wong, Ho Yin, Lockshin, Larry, Zhang, Yunen and Thaichon, Park. 2024. "“Regions” as brands: an empirical validation of consumer-based brand equity framework and demonstration of cross-over effect." Asia Pacific Journal of Marketing and Logistics. 36 (2), pp. 457-479. https://doi.org/10.1108/APJML-03-2023-0196
The impact of multiple representations of content using multimedia on learning outcomes
Birch, Dawn, Sankey, Michael and Gardiner, Michael. 2010. "The impact of multiple representations of content using multimedia on learning outcomes." International Journal of Instructional Technology and Distance Learning. 7 (4), pp. 3-19.
Strategies to improve retention of postgraduate business students in distance education courses: an Australian case
Carroll, David, Ng, Eric and Birch, Dawn. 2013. "Strategies to improve retention of postgraduate business students in distance education courses: an Australian case." Turkish Online Journal of Distance Education. 14 (1), pp. 140-153.
The impact of multiple representations of content using multimedia on learning outcomes across learning styles and modal preferences
Sankey, M. D., Birch, D. and Gardiner, M. W.. 2011. "The impact of multiple representations of content using multimedia on learning outcomes across learning styles and modal preferences." International Journal of Education and Development Using Information and Communication Technology. 7 (3), pp. 18-35.
Explaining the experiential consumption of special event entertainment in shopping Centres
Sit, Jason. 2010. Explaining the experiential consumption of special event entertainment in shopping Centres. PhD Thesis Doctor of Philosophy. University of Southern Queensland.
Factors influencing academics' development of interactive multimodal technology-mediated distance higher education courses
Birch, Dawn. 2008. Factors influencing academics' development of interactive multimodal technology-mediated distance higher education courses. Doctorate other than PhD Doctor of Education. Queensland University of Technology.
Factors influencing academics' development of e-learning environments: an Australian case study
Birch, Dawn. 2009. Factors influencing academics' development of e-learning environments: an Australian case study. Berlin, Germany. VDM Verlag Dr. Muller.
Understanding satisfaction formation of shopping mall entertainment seekers: a conceptual model
Sit, Jason and Merrilees, Bill. 2005. "Understanding satisfaction formation of shopping mall entertainment seekers: a conceptual model." Purchase, Sharon (ed.) Australian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries. Fremantle, Australia 05 - 07 Dec 2005 Fremantle, Western Australia.
Understanding the experiential consumption of special event entertainment (SEE) at shopping centres: an exploratory study
Sit, Jason and Merrilees, Bill. 2005. "Understanding the experiential consumption of special event entertainment (SEE) at shopping centres: an exploratory study." Purchase, Sharon (ed.) Australian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries. Fremantle, Australia 05 - 07 Dec 2005 Fremantle, Western Australia.
Students' perceptions of technology-based marketing courses
Birch, Dawn and Gardiner, Michael. 2005. "Students' perceptions of technology-based marketing courses." Purchase, Sharon (ed.) Australian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries. Fremantle, Australia 05 - 07 Dec 2005 Fremantle, Western Australia.
Engaging students through multimodal learning environments: the journey continues
Sankey, Michael, Birch, Dawn and Gardiner, Michael. 2010. "Engaging students through multimodal learning environments: the journey continues." Steel, Caroline, Keppell, Michael, Gerbic, Philippa and Housego, Simon (ed.) 27th Annual Conference of the Australasian Society for Computers in Learning in Tertiary Education (ASCILITE 2010). Sydney, Australia 05 - 08 Dec 2010 Brisbane, Australia.
Enhancing customer loyalty to shopping centres through special event entertainment: the mediating role of hedonic value?
Sit, Jason, Johnson Morgan, Melissa and Ekinci, Yuksel. 2010. "Enhancing customer loyalty to shopping centres through special event entertainment: the mediating role of hedonic value?" Garaus, Marion, Weitzl, Wolfgang, Wolfsteiner, Elisabeth and Zimprich, Magdalena (ed.) 4th German French Austrian Conference on Quantitive Marketing (GFA 2010): New Directions New Insights. Vienna, Austria 16 - 18 Sep 2010 Vienna, Austria.
Adopting educational technology to enhance the marketing curriculum: is it worth the effort?
Birch, Dawn, Sankey, Michael and Gardiner, Michael. 2010. "Adopting educational technology to enhance the marketing curriculum: is it worth the effort?" Ballantine, Paul and Finsterwalder, Jorg (ed.) ANZMAC 2010: Doing More With Less. Christchurch, New Zealand 29 Nov - 01 Dec 2010 Christchurch, New Zealand.
Defining the experiential value of auxiliary special events in shopping centres: a shopper's perspective
Sit, Jason and Johnson Morgan, Melissa. 2009. "Defining the experiential value of auxiliary special events in shopping centres: a shopper's perspective." EAERCD 2009: 15th Annual Conference of European Association for Education and Research in Commercial Distribution. Guildford, United Kingdom 15 - 17 Jul 2009 Surrey, UK.
Retention and progression of postgraduate business students: An Australian perspective
Carroll, David, Ng, Eric and Birch, Dawn. 2009. "Retention and progression of postgraduate business students: An Australian perspective." Open Learning: The Journal of Open, Distance and e-Learning. 24 (3), pp. 197-209.
PowerPoint with audio: a breeze to enhance the student learning experience
Birch, Dawn. 2009. "PowerPoint with audio: a breeze to enhance the student learning experience." e-Journal of Business Education and Scholarship of Teaching. 3 (1), pp. 36-42.
Impact of entertainment on regional shopping centre image: implications for youth shopper segmentation
Sit, Jason and Birch, Dawn. 2003. "Impact of entertainment on regional shopping centre image: implications for youth shopper segmentation." Geursen, G., Kennedy, R. and Tolo, M. (ed.) ANZMAC 2003: Celebration of Ehrenberg and Bass: Marketing Discoveries, Knowledge and Contribution. Adelaide, Australia 01 - 03 Dec 2003 Melbourne, Australia.
How do in-mall entertainment events impact on consumers' shopping mall behaviours? a model of special event entertainment
Sit, Jason, Johnson Morgan, Melissa and Woodside, Frances M.. 2008. "How do in-mall entertainment events impact on consumers' shopping mall behaviours? a model of special event entertainment." 2008 Global Marketing Conference: Marketing in the Dynamic Global World. Shanghai, China 20 - 23 Mar 2008 Gyeongnam, Republic of Korea.
Bringing academics on board: encouraging institution-wide diffusion of e-learning environments
Birch, Dawn and Burnett, Bruce. 2009. "Bringing academics on board: encouraging institution-wide diffusion of e-learning environments." Australasian Journal of Educational Technology. 25 (1), pp. 117-134.
Advancing e-learning policy and practice: influences on academics' adoption, integration and development of multimodal e-learning courses
Birch, Dawn and Burnett, Bruce. 2009. "Advancing e-learning policy and practice: influences on academics' adoption, integration and development of multimodal e-learning courses." Stansfield, Mark and Connolly, Thomas (ed.) Institutional transformation through best practices in virtual campus development: advancing e-learning policies. Hershey, PA, United States. IGI Global. pp. 65-80
Interactive multimodal technology-mediated distance education courses: the academic's perspective
Birch, Dawn and Burnett, Bruce. 2008. "Interactive multimodal technology-mediated distance education courses: the academic's perspective." Japanese Journal of Educational Media Research. 15 (1), pp. 43-60.
Roll up, roll up! The effect of social crowding on consumer enjoyment of special event entertainment
Sit, Jason and Johnson Morgan, Melissa. 2008. "Roll up, roll up! The effect of social crowding on consumer enjoyment of special event entertainment." Spanjaard, Daniela, Denize, Sara and Sharma, Neeru (ed.) ANZMAC 2008: Shifting the Focus from Mainstream to Offbeat. Sydney, Australia 01 - 03 Dec 2008 Australia.
Interactive multimodal technology-mediated distance education courses: the academic's perspective
Birch, Dawn. 2008. "Interactive multimodal technology-mediated distance education courses: the academic's perspective." Donaldson, Bill and Turnbull, Andrew (ed.) 2008 Academy of Marketing Annual Conference. Aberdeen, Scotland 08 - 10 Jul 2008 Aberdeen, Scotland, UK.
Drivers for and obstacles to the development of interactive multimodal technology-mediated distance higher education courses
Birch, Dawn and Sankey, Michael D.. 2008. "Drivers for and obstacles to the development of interactive multimodal technology-mediated distance higher education courses ." International Journal of Education and Development Using Information and Communication Technology. 4 (1), pp. 1-10.
Attitudes of distance education students towards compulsory virtual teamwork in an undergraduate business course
Birch, Dawn and McDonald, Jacquelin. 2007. "Attitudes of distance education students towards compulsory virtual teamwork in an undergraduate business course." e-Journal of Business Education and Scholarship of Teaching. 1 (1), pp. 14-23.
An exploratory study to determine students' perceptions of the value of interaction in an Australian classroom context and the perceived impact on learning outcomes
McDonald, Jacquelin, Birch, Dawn, Gray, Anthony, Gururajan, Raj, Hingst, Raymond D. and Maguire, Michael. 2005. "An exploratory study to determine students' perceptions of the value of interaction in an Australian classroom context and the perceived impact on learning outcomes." CRLL 2005: What a Difference a Pedagogy Makes: Researching Lifelong Learning and Teaching. Glasgow, Scotland 24 - 26 Jun 2005 London, United Kingdom.
Understanding consumer responses to special event entertainment (SEE) in shopping centres
Sit, Jason, Johnson Morgan, Melissa and Summers, Jane. 2006. "Understanding consumer responses to special event entertainment (SEE) in shopping centres." Yu, Chian Son and Wang, Chih Chien (ed.) 2006 International Conference on Business and Information (BAI 2006). Singapore 12 - 14 Jul 2006 Taiwan.
Entertainment-seeking shopping centre patrons: the missing segments
Sit, Jason, Merrilees, Bill and Birch, Dawn. 2003. "Entertainment-seeking shopping centre patrons: the missing segments." International Journal of Retail and Distribution Management. 31 (2), pp. 80-94. https://doi.org/10.1108/09590550310461985
Assessment of online reflections: engaging english second language (ESL) students
Birch, Dawn and Volkov, Michael. 2007. "Assessment of online reflections: engaging english second language (ESL) students." Australasian Journal of Educational Technology. 23 (3), pp. 291-306.
An exploratory study on performance dimensions of sub-regional shopping centers
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.
The impact of tangible rewards on empowerment in the hotel sector
Birch, Dawn. 2002. "The impact of tangible rewards on empowerment in the hotel sector." ServSIG 2001: New Horizons in Services Marketing. Sydney, Australia 26 - 28 May 2001
Participation in asynchronous online discussions for student assessment
Birch, Dawn. 2004. "Participation in asynchronous online discussions for student assessment." ANZMAC 2004: Marketing Accountabilities and Responsibilities. Wellington, New Zealand 29 Nov - 01 Dec 2004 Wellington, New Zealand.
Student’s attitudes towards technology-enhanced learning resources for an introductory marketing course
McPhail, Janelle and Birch, Dawn. 2004. "Student’s attitudes towards technology-enhanced learning resources for an introductory marketing course." ANZMAC 2004: Marketing Accountabilities and Responsibilities. Wellington, New Zealand 29 Nov - 01 Dec 2004 Wellington, New Zealand.
Defining consumer responses to special event entertainment (SEE): key constructs and propositions
Sit, Jason, Johnson Morgan, Melissa and Summers, Jane. 2006. "Defining consumer responses to special event entertainment (SEE): key constructs and propositions." Ali, Yunus and van Dessel, Maria (ed.) ANZMAC 2006: Advancing Theory, Maintaining Relevance. Brisbane Australia 04 - 06 Dec 2006 Brisbane, Australia.
Pedagogical motivations and barriers for developing multi-modal distance education courses
Birch, Dawn. 2006. "Pedagogical motivations and barriers for developing multi-modal distance education courses." Ogunmokun, Gabriel, Gabbay, Rony and Rose, Janelle (ed.) 2nd Biennial Conference of the Academy of World Business, Marketing and Management Development: Business Across Borders in the 21st Century. Paris, France 10 - 13 Jul 2006 Perth, Western Australia.
Students' perceptions of a virtual team assessment item (VTAI): An Australian case study
Birch, Dawn and McDonald, Jacquelin. 2005. "Students' perceptions of a virtual team assessment item (VTAI): An Australian case study." 7th ODLAA Conference. Adelaide, Australia 09 - 11 Nov 2005
Researching transmodal delivery at USQ: different horses for different courses
Sankey, Michael D. and Birch, Dawn. 2005. "Researching transmodal delivery at USQ: different horses for different courses." New Researchers for New Times: Conference for Postgraduate Students and Early Career Researchers (2005). Brisbane, Australia 28 - 29 Oct 2005
Students' perceptions of compulsory asynchronous online discussion
Birch, Dawn and Volkov, Michael. 2005. "Students' perceptions of compulsory asynchronous online discussion." Purchase, Sharon (ed.) Australian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries. Fremantle, Australia 05 - 07 Dec 2005 Fremantle, Western Australia.