To read this content please select one of the options below:

Time buying and time saving: effects on service convenience and the shopping experience at the mall

Alison Elizabeth Lloyd (Department of Management and Marketing, The Hong Kong Polytechnic University, Kowloon, Hong Kong)
Ricky Y.K. Chan (Department of Management and Marketing, The Hong Kong Polytechnic University, Kowloon, Hong Kong)
Leslie S.C. Yip (School of Profession Education and Executive Development, The Hong Kong Polytechnic University, Kowloon, Hong Kong)
Andrew Chan (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 4 February 2014

6797

Abstract

Purpose

The domain of service convenience remains relatively unexplored. However, as time pervades all aspects of consumption, the value placed on time is likely to influence the importance of convenience. Prior studies call for the investigation of convenience beyond the store context; and malls being a one-stop shopping destination, present an ideal environment for investigation.

Design/methodology/approach

A conceptual model delineating the relationships between service convenience, shopping trip value, customer satisfaction and several retail outcomes is developed. This model is empirically tested using survey data collected from 619 mall shoppers; and analyzed using structural equation modelling.

Findings

For shoppers who place high economic value on time, the effects of service convenience are greater on hedonic value. Conversely, those who place low economic value on time, effects of service convenience are greater on utilitarian value. Effects of shopping value on retail outcomes also vary according to value placed on time.

Research limitations/implications

Further investigation utilizing full convenience scale and more elaborate time style measures encouraged.

Practical implications

Results signal the importance of enhancing the experiential aspects of the mall for high economic time value shoppers. Conversely, for low economic time value shoppers, findings suggest the importance of boosting the visual distinctiveness and ease of mall navigation.

Originality/value

This study sheds light on research gaps by examining the link between service convenience and its effects on retail evaluation in the mall. It also considers how the economic value placed on time impact perceptions of convenience and the shopping experience.

Keywords

Acknowledgements

This research was supported by a research grant from The Hong Kong Polytechnic University (G-U602). Comments from Piyush Sharma, Hong Kong Polytechnic University, to an earlier draft of this paper were beneficial in revising this paper. Received 22 March 2012 Revised 3 October 2012 Accepted 18 December 2012

Citation

Elizabeth Lloyd, A., Y.K. Chan, R., S.C. Yip, L. and Chan, A. (2014), "Time buying and time saving: effects on service convenience and the shopping experience at the mall", Journal of Services Marketing, Vol. 28 No. 1, pp. 36-49. https://doi.org/10.1108/JSM-03-2012-0065

Publisher

:

Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited

Related articles