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This paper aims to demonstrate that stress is a relevant feeling to take into account in mall experience and customer satisfaction management. Furthermore, it is proposed that its effects on mall experience and satisfaction differ depending on shopping motivation and frequency.

The method is based on seemingly unrelated regressions models and data were obtained through a survey of 1,088 mall clients. Mall experience is addressed through customer cognitive and affective responses. Both terms together with stress and customer satisfaction with the mall are constructs measured by seven-point Likert scales. Exploratory and confirmatory factor analyses were conducted to validate these measures.

The results show that stress reduces customers’ affective response and satisfaction. The effect of low levels of stress on customer affective response is less negative for frequent shoppers, and the influence of high levels on satisfaction is less negative for them. Furthermore, stress has a U-shaped effect on customers’ cognitive response, an effect that is reduced for frequent shoppers.

Mall managers should try to reduce stress in the management of their customers’ experience. Moreover, they should increase the shopping frequency of their clients by implementing marketing strategies, such as frequency programs and serial concerts, and assist shoppers in reorganizing their shopping goals by implementing organizing tools and new recommendations and suggestions.

Given that previous work on shopping stress is scarce, this paper expands the extant literature by analyzing its effects on mall experience and customer satisfaction. Furthermore, it shows that these effects may vary depending on shopping frequency and motivation.

This study aims to investigate how density conditions caused by multiple kiosks in shopping mall walkways affect shoppers' shopping outcomes based on psychological reactance theory and behavioural constraint theory.

The experiment uses a one‐factor between‐subjects design with two levels of density conditions (high vs low). A total of 382 respondents participated.

The findings of this paper indicate that respondents perceive the environment with kiosks as crowded and this perception of crowdedness negatively affects their approach behaviour, leading to lower intentions to patronise.

Findings provide practical information to mall managers by indicating that kiosks within a shopping mall negatively affect shopper patronage and approach intentions. Thus, mall managers need to pay more attention to the environmental atmospherics of the mall itself.

The paper is the first empirical research which examines how kiosks within a mall affect shopper shopping responses. The findings of this study add to the existing literature by examining how kiosks within a mall impact shoppers' psychological states and subsequently their approach/avoidance behaviours towards the shopping mall and patronage intention.

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.

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.

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.

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

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.

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.

This study compares the mall shopping behavior of Chinese and US consumers. Marked differences wee found between the two populations in their shopping motives, criteria for selecting the mall, and shopping behaviors. Unlike US shoppers, who visited the mall with diverse reasons, Chinese mall visits were driven, first and foremost, by purchase. However, Chinese shoppers were cautious about spending and less likely to make purchases during their shopping trip. More importantly, they were more immune to situational factors in their purchase decisions than their US counterparts. The paper also discusses marketing implications of these findings and future research directions.

Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility (CSR), luxury and service quality dimensions on consumer emotions that in turn influence consumer attitudes towards the shopping mall.

Structural equation modeling is applied to data from a sample of 706 French consumers to test the hypotheses.

The results highlight the importance of environmental CSR, luxury and service quality dimensions as stimuli influencing positively consumer emotions, which in turn positively influence consumer attitudes.

This study extends prior work in the field of services marketing and the S-O-R framework while considering environmental CSR, luxury and service quality dimensions as relevant stimuli. It further contributes to the literature of the shopping mall while examining relevant and unexplored antecedents to consumer emotions.

This paper provides tailored recommendations for shopping mall managers. It details how managers can use environmental CSR and luxury dimensions besides service quality as relevant stimuli in their positioning strategies to enhance consumer emotions and attitudes.

This study provides novel insights into shopping mall dimensions, i.e. environmental CSR, luxury and service quality, influencing consumer responses.

The purpose of this paper is to provide a broader typology and inventory of recreational facilities and activities in shopping malls. The paper then investigates the relation between the proposed entertainment types and shopper behavior both directly and indirectly by considering the mediation of shopper emotional states.

A survey-based study with a sample size of 484 mall shoppers is used to test the proposed model.

The results indicate that permanent entertainment predicts shopper satisfaction directly and indirectly when considering the emotional state of pleasure as a mediator. Moreover, findings indicate that permanent entertainment indirectly influences the desire to stay at the mall through pleasure and arousal. In addition, pleasure mediates the relation of temporary and special event entertainment with satisfaction and the desire to stay at the mall.

This study adds to a better understanding of the role of entertainment types in shopping malls. The study also reveals how each type of entertainment can enhance different emotions and behaviors. Practical suggestions to this end are offered.

There is a lack of studies taking into consideration the different types of entertainment in shopping malls. This study is among the first to examine the effects of each entertainment type on specific behavioral responses. Moreover, the study addresses the mediating role played by shoppers’ emotional states on the impact of entertainment types in satisfaction and desire to stay at the mall.

The purpose of this paper is to develop a novel tenant mix model for shopping malls based on an analogy from ecological theories.

This study empirically investigates the tenant species‐area relationship and tenant species‐abundance distribution in shopping malls. In this study, the tests on species‐area relationship and species‐abundance distribution in shopping malls are derived from ecological theories. Empirical tests by a sample of 18 shopping malls for the species‐area relationship and of five malls for the species‐abundance distribution are carried out in Hong Kong

It shows that, in line with the findings of biogeography, the tenant species‐area relationship follows a power law of exponent of about 0.20. Furthermore, the species‐abundance distributions of the five large‐scale malls are found to be closely in track with a geometric distribution as commonly found in ecology. These results imply that tenant mix strategies are governed by two principles: the number of tenant species is related to the mall size; and the shop area allocation follows a geometric distribution.

The study provides the first quantitative tenant mix model on the number of tenant species in a particular mall size, and on the tenant species abundance distribution pattern. These results provide far‐reaching implications for research and practice, including a quantitative benchmarking of tenant mix strategy and an optimal design of shopping malls.

The model is the first tenant mix model for practitioners to formulate quantitative tenant mix strategy, and evaluate the effects of tenant mix on the performance of a shopping mall.

It is the first quantitative model for tenant mix, and would open up a novel agenda for research on tenant mix strategies.

The purpose of this paper is to identify underlying personal values that determine the mall shopping behaviour of Chinese consumers and to propose shopping intention as an additional mediator that enhances the value‐behaviour link.

A self‐administered web‐based survey with convenience sampling was used to collect the data. A structural equation modeling technique was used to test the proposed model.

Chinese mall shoppers' behaviours were found to be explained by value orientations which were both similar and different from their counterparts in the West. While Western mall shoppers are more likely to be directed by social affiliation and self‐actualising values in previous studies, Chinese mall shoppers are more likely to be influenced by self‐transcendence and self‐enhancement (similar to self‐actualising) values in the present study. Additionally, shopping intention was found to improve the predictive power of consumers' attitude toward mall attributes in terms of shopping frequency and money spent in the mall.

The main limitation of this study is related to measurement error, derived from using simplified instruments to measure personal values. In addition, both personal values and attitudes are abstract constructs, which are difficult to measure; therefore this may also contribute to a larger error variance.

The results of this study are especially beneficial for mall developers and retailers for crafting effective positioning strategies and guiding their communication strategies in the China market.

The proposed model makes a theoretical contribution by testing a Western theory in a non‐Western context. In addition, the proposed model helps researchers better understand the value‐behaviour relationship in a more comprehensive framework.

The purpose of this study is to identify distinct segments of apparel shoppers based on their fashion shopping orientation. The difference among the segments based on mall attractive dimension is also examined.

The data were collected through mall intercept survey from the mall shoppers. Samples of 375 respondents are used for data analysis purpose. Exploratory factor analysis is used to extract the factors of fashion shopping orientation and mall attractive dimensions while K-means cluster analysis is applied to identify the segments.

This study resulted in three factors of fashion orientation of apparel shoppers, i.e. fashion involvement, variety seeking and economic value, and four factors of mall attractive dimensions: convenience, entertainment, atmosphere and architecture design. Based on these factors, this study came out with three distinct segments of fashion shoppers: pragmatic shoppers, variety seeking shoppers and highly fashioned shoppers. These three segments are attracted towards the mall dimension differently.

This paper presents the three distinct profiles of fashion shoppers based on their fashion shopping orientation and mall attractive dimensions. The findings of this study may help retailers and mall developers to target mall visitors appropriately.

The purpose of this paper is to explore how the shopping mall environment impacts on hedonic and utilitarian shopping experiences, and approach behaviour of fashion leaders and followers.

Fashion shoppers' response and behaviour has been modelled in an invariant multigroup latent structural path analysis. Paths were initially constrained and then released as required. More than 300 usable questionnaires were acquired from a mall intercept in a regional urban middleclass shopping centre. Participants were probed on their attitude about fashion, perception of the shopping mall, present mood, shopping value and approach behaviour toward the mall.

The mall environment directly influences fashion leaders' hedonic shopping experience and approach behaviour. Fashion followers' hedonic shopping experience may be mood driven, while that of fashion leaders' is triggered by higher involvement cognitive processing.

This study was carried out in one fashion‐oriented urban mall in Montreal, and should be replicated to other locations and markets. A larger sample would allow the inclusion of additional constructs.

Mall owners and developers might appeal to fashion leaders through offering services that will speed up their shopping trip, using high‐tech methods to convey fashion information and by branding the mall. Fashion followers and laggards are likely to respond to experience‐oriented strategies that make their shopping trip more pleasurable.

Although fashion consumer groups have been studied from various perspectives, no research was found that investigates the integrated shopping experience of fashion shoppers in a shopping mall setting. This study fills the void.