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The purpose of this paper is to examine the characteristics of e‐shopping malls by using Kano's two‐dimensional quality model; also to determine the salient quality attributes, including those attributes that increase customer satisfaction and technological characteristics that are essential for the use of e‐shopping malls, to provide important strategic implications.

In this regard, the paper is divided into Study 1 and Study 2. Study 1 uses Kano's two‐dimensional quality model to determine the characteristics of e‐shopping malls, whereas Study 2 analyzes the relationship among e‐shopping malls' characteristics, customer satisfaction, flow experience, and trust.

According to the results of Study 1, communication quality and marketing activity reflected one‐dimensional quality attributes. In addition, brand recognition was an attractive quality attribute, whereas interface quality, system security, and information quality were must‐be quality attributes. According to the results of Study 2, communication‐related attributes of e‐shopping malls did not have significant effects on customer satisfaction, whereas other attributes such as brand recognition, marketing activity, interface quality, system security, and information quality directly influenced customer satisfaction.

The results also have important implications for researchers. First, the quality dimensions of e‐shopping malls can be identified through an empirical analysis based on Kano's model. This indicates that the quality attributes of e‐shopping malls can be better examined by using a two‐dimensional quality model than by using a one‐dimensional quality model. Second, the authors not only extracted the quality dimensions based on Kano's model but also examined customer satisfaction, flow experience and trust to verify their relationships, providing a better understanding of the effective quality management of e‐shopping malls.

Previous studies considering various types of e‐shopping malls have focused on the design and functions of e‐shopping mall web sites; the elements that vitalize e‐commerce and the key factors influencing the success of e‐commerce; and the factors influencing customer satisfaction and purchase intentions. Most of the literature on e‐shopping malls have typically approached this topic by using a one‐dimensional method relying on whether the physical/technological attributes of e‐shopping malls are fulfilled. This paper expands the horizon by incorporating a systematic approach to web service qualities using Kano model, which is a multi‐dimensional model.

The aim of this paper is to discuss the reasons behind the attractiveness of shopping malls for young consumers in Turkey and then to determine the attractiveness factors of malls for this segment from the consumers' perspective.

The study was carried out through a survey of 621 young consumers (aged between 12‐24) in three out‐of‐town selected shopping malls in Bursa, Turkey. For a general evaluation of the data, factor analysis is applied. It is considered as a valuable tool to reduce dimension and group different characteristics of young consumers' mall usage.

The study reveals five mall attractiveness factors from the young Turkish consumers' perspective: retail environment, comfort conditions, socializing in a secure environment, accessibility, leisure. The importance of all these factors for this segment are evaluated with a comparative analysis with the findings of many other studies, analyzing the similar issues in relation to different cultures.

The sampling frame for this research was limited to young consumers in Bursa, Turkey. Study findings, although interesting, are clearly not generalizable to all populations of young consumers or even all Turkish young consumers.

Identifying mall attractiveness factors for young consumers gives a better understanding about patronage motives than when it is applied to the market as a whole.

This is one of the first studies to provide an insight of mall attractiveness factors as identified by young Turkish consumers from the viewpoint of an urban studies researcher, rather than marketing researchers.

Compares the shopping behavior of Chilean consumers with those in the USA. Chilean mall visits were driven, first and foremost, by purchase; in contrast, consumers in the USA visited their mall for more diverse reasons, largely revolving around entertainment. In addition to shopping motives, our data revealed noticeable differences between the two populations in their way of selecting the mall, their shopping characteristics, and purchase patterns. In the final analysis, however, when the shoppers in Chile and the USA left their respective malls, at least four‐fifths of each group had made some kind of purchase, whatever their initial shopping motivation.

The purpose of this paper is to identify specific cognitive and affective responses in mall experience, as well as their antecedents, moderators and behavioural outcomes.

The paper is based on content analysis technique. Data were obtained through in-depth interviews conducted from February 2013 to January 2014.

The study reports the identification of efficiency and confusion as cognitive responses, as well as frustration, stress, peacefulness and excitement as affective responses experienced during the shopping trip. These responses lead to behavioural outcomes that are time spent, buying intentions and repatronage intentions. Furthermore, the paper identifies the main antecedents of these responses and the moderators of their relationships.

The findings provide insights into the study of psychological responses in retailing and avenues for further research.

This research offers practical implications for managers, related to the manipulation of mall characteristics in order to encourage positive cognitive and affective responses and avoid negative ones.

Based on content analysis technique, the present paper proposes a theoretical framework to conceptualize mall experience, detecting specific cognitive and affective responses and their specific behavioural outcomes as well as moderators.

This paper compares the shopping behavior of Chilean consumers with those in China. Both Chinese and Chilean mall visits are driven, first and foremost, by purchase; however, consumers in Chile tend to be less single minded than their Chinese counterparts. Differences also exist between the two populations in their way of selecting the mall, shopping characteristics, and purchase patterns. Most importantly, Chinese shoppers relied more on their mall visits than Chileans in searching for information and finalizing their purchase decisions; at the same time, they were much more cautious in committing themselves to a purchase.

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 present study investigates changes in the shopping behavior of today’s mall patrons as opposed to those in the early 1990s. Data collected in the sample surveys included respondents’ demographic attributes, shopping motivations, situational factors, and purchase behaviors. Although no differences were found between the demographics of the respondents in the earlier and later periods, we discovered significant differences in shopping patterns and purchase behaviors. Compared with the shoppers in the early 1990s, today’s mall patrons tend to be more leisure driven, they have a greater concern for merchandise selection, and they visit the mall less often but make more purchases per visit. The findings also reveal that situational variables are more likely to have an impact on shoppers’ purchase decisions today than they did before. Based on the study’s findings, we suggest a number of pragmatic strategies to aid store and mall managers in their marketing efforts with regard to consumers today.

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 establish mall attractiveness factors in Kuwait, examine the relationship between mall dimensions and mall patronage and explore the impact of mall size and distance on mall patronage.

Data from 190 shopping mall visitors were analyzed using Stata software. Factor analysis was used to identify the mall attraction factors, and regression models were run to analyze their relationships with people’s frequency of visits to shopping malls and the amount of time spent per visit.

The results unearth five important factors, namely, performance of buying, entertainment, social activities, physical atmosphere and location. Analysis reveals that the performance of buying and social activities factors had a significant impact on the frequency of visits, while the amount of time spent per visit was significantly affected only by the social activities factor. Furthermore, mall size is more important than distance to the mall. Finally, gender differences in shoppers’ mall preferences and behaviors were reported.

On the practical level, shopping mall developers and managers can use the attraction scale to develop attractive malls and effective marketing strategies. Researchers can use findings to confirm the factors extracted in the study and for further research on the topic.

This study extends theories on consumers’ preferences and behaviors. It provides empirical evidence about the impact of attractive mall dimensions on shoppers’ patronage in Kuwait, an understudied context.

There is ample evidence supporting the generalizability of the stimuli-organism-response framework in the retail field, with limited extensions to digital signage inside malls. This article postulates that favourable perceptions of the mall environment result in stronger approach behaviours than positive experienced emotions. This varying indirect effect is predicated to be moderated by shoppers' enjoyment of hedonic digital signage content.

This study was conducted at two upmarket super-regional malls in South Africa with a wide variety of contemporary digital signage displaying hedonic content. Purposive quota sampling was used to intercept and survey 400 regular shoppers viewing dynamic hedonic digital signage content. Data was collected via an interviewer-administered structured questionnaire. Hayes macro conditional process analysis was used to determine the moderating role of hedonic content enjoyment and to estimate regression coefficients of the proposed model.

It was found that favourable perceptions of the mall environment is strongly associated with approach behaviours relative to the indirect effect of positive experienced emotions. When shoppers' enjoyment of hedonic content is factored in the model, low enjoyment of hedonic content shows an insignificant effect of digital signage on approach behaviours. However, for high enjoyment of hedonic content, this relationship is positive and significant.

Digital signage was only studied as a design cue and the promising role as social cue or ambient factor were thus not take into account. It also applied a cross-sectional survey rather than an experiment and has modelled the effects of digital signage as a part of retail atmospherics rather than its presence or absence in malls. The results were generated based on a survey with shoppers from two upmarket super-regional malls in South Africa while viewing digital signage displaying hedonic content. Findings might differ for utilitarian content and other settings.

Practical recommendations on how shopping mall management could utilise digital signage to possibly increase approach behaviours are provided.

There is very limited research on the effects of digital signage on shoppers in the mall environment. This study is one of the first to consider enjoyment of digital signage content inside malls as moderating variable. Additionally, this study contributed to this growing field of shopper-oriented technologies in methodological and pragmatic manners.