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Article
Publication date: 1 April 2001

Noel Y.M. Siu and Jeff Tak‐Hing Cheung

Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store

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Abstract

Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. It results in six dimensions; they are namely: personal interaction; policy; physical appearance; promises; problem solving; and convenience. The findings show that the impact of physical appearance and the policy are salient on the overall perceived service quality and the future shopping behaviour respectively. Among the six service dimensions, the physical appearance and policy have the greatest impact on the overall service quality and on future consumption respectively. The implications for practitioners and researchers are discussed.

Details

Marketing Intelligence & Planning, vol. 19 no. 2
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 11 January 2022

Ricardo Godinho Bilro and Fernando Dias

This study aims to analyse the effect of brand interactions such as personal interaction, problem-solving, reliability and store physical appearance on channel loyalty and…

Abstract

Purpose

This study aims to analyse the effect of brand interactions such as personal interaction, problem-solving, reliability and store physical appearance on channel loyalty and purchase intention in optical physical stores.

Design/methodology/approach

The hypotheses are tested through quantitative research based on a questionnaire with a sample of 414 respondents. Researchers conduct multiple regressions to analyse the data.

Findings

The findings reveal that channel loyalty and purchase intention are positively influenced differently. Person-to-person interactions play a vital role in both constructs (dependent variables). This study also offers relevant managerial implications and future research avenues.

Originality/value

Despite the relevance of purchase intention in the literature, almost no studies have been published about the intention to buy glasses in the optical physical stores, a relevant contribution this paper offers to the literature. The finding that the store’s physical aspect did not prove to be influential for channel loyalty is also an innovative and relevant contribution of this research.

Objetivo

Este estudio analiza el efecto de las interacciones de marca, como la interacción personal, la resolución de problemas, la fiabilidad y la apariencia física de las tiendas en la lealtad al canal y la intención de compra en las tiendas ópticas físicas.

Diseño/metodología/enfoque

Las hipótesis se prueban a través de una investigación cuantitativa basada en un cuestionario con una muestra de 414 encuestados. Los investigadores utilizan regresiones múltiples para analizar los datos.

Conclusiones

Los resultados revelan que la lealtad al canal y la intención de compra están influenciadas positivamente de manera diferente. Las interacciones de persona a persona juegan un papel vital en los constructos (variables dependientes). Esta investigación también ofrece implicaciones de gestión relevantes y futuras vías de investigación.

Originalidad

A pesar de la relevancia de la intención de compra en la literatura, casi no se han publicado estudios sobre la intención de comprar gafas en tiendas ópticas físicas, una contribución relevante que este trabajo ofrece a la literatura. La constatación de que el aspecto físico de la tienda no ha demostrado ser influyente en la lealtad del canal también es una contribución innovadora y relevante de esta investigación.

Objetivo

Este estudo analisa o efeito das interações das marcas, tais como interação pessoal, resolução de problemas, fiabilidade e aparência física das lojas na fidelização de canais e intenção de compra em lojas físicas de ótica.

Conceção/metodologia/abordagem

As hipóteses são testadas através de investigação quantitativa com base num questionário com uma amostra de 414 inquiridos. Os investigadores usam regressões múltiplas para analisar os dados.

Conclusões

As conclusões revelam que a lealdade ao canal e a intenção de compra são positivamente influenciadas de forma diferente. As interações pessoa-a-pessoa desempenham um papel vital em ambos os constructos (variáveis dependentes). Este estudo oferece também implicações de gestão relevantes e futuras vias de investigação.

Originalidade

Apesar da relevância da intenção de compra na literatura, quase não foram publicados estudos sobre a intenção de compra de óculos nas lojas físicas de ótica, uma contribuição relevante que este trabalho oferece à literatura. A constatação de que o aspeto físico da loja não se revelou influente na fidelização ao canal é também um contributo inovador e relevante desta investigação.

Article
Publication date: 19 September 2008

Yoo‐Kyoung Seock and Nicki Sauls

The purpose of this paper is to investigate Hispanic consumers' shopping orientations and their apparel retail store evaluation criteria and to examine age and gender differences…

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Abstract

Purpose

The purpose of this paper is to investigate Hispanic consumers' shopping orientations and their apparel retail store evaluation criteria and to examine age and gender differences in their shopping orientations and retail store evaluation criteria.

Design/methodology/approach

A structured questionnaire was developed to collect data on the variables in the study. The questionnaire was developed both in English and Spanish. Factor analysis was employed to identify Hispanic consumers' shopping orientations and their retail store evaluation criteria. Pillai's trace multivariate analyses of variance were used to examine the hypotheses.

Findings

Six shopping orientation constructs and three constructs of store evaluation criteria were identified. The results revealed that males and females have different shopping orientations and apparel retail store evaluation criteria. Shopping orientation and apparel retail store evaluation criteria also varied across the age groups.

Research limitations/implications

This study has practical implications for apparel retailers regarding how to position their stores in targeting different groups of shoppers and how to allocate their resources and promote products. Additionally, the findings of the study will reveal how to provide an optimal shopping experience to Hispanic consumers so that apparel retailers can develop localized marketing strategies to target the areas with a large Hispanic population.

Originality/value

Despite the importance of understanding Hispanic consumers' apparel shopping behavior, little research has been conducted.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 12 no. 4
Type: Research Article
ISSN: 1361-2026

Keywords

Article
Publication date: 11 July 2016

Pedro Quelhas Brito and Meena Rambocas

This study aims to investigate the reliability of a mystery client (MC) as a service evaluation technique taking into consideration personal differences of the MC agents.

Abstract

Purpose

This study aims to investigate the reliability of a mystery client (MC) as a service evaluation technique taking into consideration personal differences of the MC agents.

Design/methodology/approach

The ratings from 144 MCs from 355 evaluations of computer and electronic stores were cross analyzed with eight psychographic and demographic profile variables.

Findings

MCs who were highly involved in the product category were more critical of service responsiveness with respect to product demonstrations and listening to customer requirements. On the other hand, MCs with stronger faith in intuition were more inclined to rate services higher on empathy with respect to employees making a conscientious effort to understand customers’ needs.

Practical implications

Depending on the service marketing goals, managers learn to define which aspects of MC profile they should consider or avoid during the recruitment as well as becoming more critical when they analyze the evaluation reports to avoid an interpretation bias.

Originality/value

The usefulness of the MC tool relies on its reliability and credibility as a marketing research technique. It was identified that the MC personality traits are more likely associated with marketing service evaluation variability.

Details

Journal of Services Marketing, vol. 30 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 11 April 2016

Olof Wahlberg

– The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness.

2002

Abstract

Purpose

The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness.

Design/methodology/approach

A convenience sampling procedure was used to administer a web survey to visitors of a small Swedish town. Importance-performance analysis and statistical methods were used to analyse quality attributes and quality dimensions. Correlation analysis was run to measure the relationship between centre attractiveness and shopping loyalty.

Findings

The variety of retail outlets is what is most valued by visitors to a small town centre, followed by the provision of events and non-commercial activities and the design and maintenance of the physical environment in the centre. Surprisingly, the interpersonal behaviour has less impact on the perceived attractiveness than the aforementioned quality dimensions. Visitors’ shopping loyalty is significantly related to the perceived attractiveness.

Research limitations/implications

The study is a one-off study based upon a small Swedish town, but it is indicative of global shopping trends.

Practical implications

Implications for town centre management to enhance the attractiveness of the business district of a small town.

Social implications

Traditional town centres have been props for the surrounding societies, providing anscillary services beside retailing. When retail moves to out-of-town retail locations, this could lead to the erosion of interpersonal communications and central services for citizens.

Originality/value

Pioneering research on small Swedish town shopping.

Details

International Journal of Retail & Distribution Management, vol. 44 no. 4
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 5 April 2023

Durgesh Kumar Agrawal

This paper aims to examine the online apparel shopping behaviour of Generation Y (Gen Y) in an unprecedented digital dissemination era.

Abstract

Purpose

This paper aims to examine the online apparel shopping behaviour of Generation Y (Gen Y) in an unprecedented digital dissemination era.

Design/methodology/approach

For this purpose, a “mixed-method approach” was used with an explanatory sequential research design. Logistic regression was conducted to identify the role of various contemporary elements of shopping motives. Fifteen semi-structured interviews were conducted to explain quantitative outputs.

Findings

It finds that Gen Y consumers demonstrate “fashion-hunting”, “variety-seeking”, “status/recognition-seeking” and “deal-hunting” behaviours in online apparel shopping. “Haptic impressions” gained via hands and other “socio-psychological benefits” trigger their apparel shopping behaviour. They make better and more informed purchase decisions based on prior online research and user-generated content shared by friends/relatives on social media portraying the true characteristics of “digital natives”. They do not trust online retailers for premium apparel shopping due to associated “product risk” and lack of transparency in their “exchange/return/refund policy”. Finally, they are increasingly inspired to have an “integrated online and offline shopping experience”.

Practical implications

Online retailers can use the findings of this study to develop more effective marketing strategies to serve Gen Y consumers.

Originality/value

The study measured actual behaviours on a holistic gamut of shopping motives consisting of utilitarian, hedonic, physical product-specific (apparel) and emerging elements of shopping motives in the technology-enabled era of shopping exclusively. Therefore, the results of the study offer significant, realistic and useful theoretical contributions to the existing literature on the subject matter along with valuable inputs to practitioners alike.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 28 no. 1
Type: Research Article
ISSN: 1361-2026

Keywords

Article
Publication date: 12 December 2016

Mbaye Fall Diallo and Gérard Cliquet

International retailers operating in different emerging countries should figure out how their store image is perceived across these countries and whether they should adapt or…

1787

Abstract

Purpose

International retailers operating in different emerging countries should figure out how their store image is perceived across these countries and whether they should adapt or standardise the retail offer. The purpose of this paper is to investigate how store image is perceived across different emerging markets and how it relates to customer knowledge cues and personal characteristics.

Design/methodology/approach

A store-intercept survey undertaken in Brazil and Vietnam generated 505 usable responses from customers of two metropolitan cities (Brasilia and Hanoi), respectively, in Brazil and Vietnam. The questionnaires were collected in Extra (Brazil) and Big C (Vietnam) retail chains belonging both to the same group (Casino, France).

Findings

Overall, this paper reveals that emerging market customers assess positively modern retail stores and are concerned about services, merchandise, and store layout when shopping. More specifically, the results indicate differences and similarities between Brazilian and Vietnamese customers in terms of store image attributes, store image dimensions, and overall store image. Moreover, customer knowledge of retailers affects store image perceptions at different levels in both countries. Also, significant differences arise across age, gender, and education in both countries, but not across household income categories.

Research limitations/implications

Respondents were customers of only two emerging markets (Brazil and Vietnam) and shoppers of two retail chains (Extra and Big C). Caution should therefore be exercised when generalising the results to other emerging markets.

Practical implications

The paper shows both differences and similarities in store image perceptions in different emerging countries. Because store layout is more positively rated in Brazil than in Vietnam, retailers should be careful to that attribute. In both countries, to improve assortment perceptions, managers might focus on first price (budget) store brands, which can help diversify the assortment and attract less wealthy customers. The service dimension also demands careful management, but personnel training should mirror the local culture.

Originality/value

This research highlights differences and similarities between Brazilian and Vietnamese customers in terms of store image perceptions. It shows that store image mechanisms are similar in emerging countries as in developed countries. Furthermore, the paper is the first to relate store image perceptions to customer knowledge cues in emerging countries.

Details

International Journal of Retail & Distribution Management, vol. 44 no. 12
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 23 August 2011

Jagdish Agrawal, Pamela Grimm, Shyam Kamath and Thomas Foscht

This study seeks to examine differences in the signals of brand quality that consumers utilize in and across different countries. The approach is driven by the practical goal of…

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Abstract

Purpose

This study seeks to examine differences in the signals of brand quality that consumers utilize in and across different countries. The approach is driven by the practical goal of helping international firms understand how they could tailor their marketing mix to target consumers based on the particular signals of brand quality that they use in different countries.

Design/methodology/approach

Survey data are collected from Austria, Belgium, Hong Kong, Indonesia, Russia, Singapore, Thailand and the USA and analyzed using factor analysis to identify the signals that are used as extrinsic and intrinsic cues of brand quality in different clusters of countries. Two major dimensions of signals of quality are identified and used to generate four clusters of countries representing different beliefs in signals of brand quality.

Findings

Two major dimensions of signals of quality are identified and used to generate four clusters of countries representing different beliefs in signals of brand quality. These dimensions broadly fall in to those that can be characterized as external signals (brand popularity, retailer's name and volume of advertising) and internal signals (brand name, price and country of origin) with the eight countries clustering in terms of these signals. Thus, Austria, Belgium, Hong Kong and the USA form one cluster with Thailand and Russia forming another cluster while Indonesia and Singapore show differences in their signal preferences.

Practical implications

Practical implications in terms of standardization versus differentiation of marketing mix strategies are discussed. The most important implication is that differentiation of marketing strategies would seem to be advantageous contrary to the commonly held view that international firms need to standardize their marketing strategies in the face of increasing globalization and alleged consumer convergence.

Originality/value

This study seeks to examine differences in the signals of brand quality that consumers utilize in and across different countries.

Details

Journal of Product & Brand Management, vol. 20 no. 5
Type: Research Article
ISSN: 1061-0421

Keywords

Article
Publication date: 17 August 2021

Pericles Ramón Mejía-Vásquez, Roberto Sánchez-Gómez, Sheila Serafim da Silva and Luis Vázquez-Suárez

This research seeks to discover how the organisational form (franchising vs vertical integration) of 384 fashion stores belonging to a Spanish franchise chain influences…

Abstract

Purpose

This research seeks to discover how the organisational form (franchising vs vertical integration) of 384 fashion stores belonging to a Spanish franchise chain influences unit-level performance measured through three key indicators commonly used in the retail literature: sales per square metre, sales per employee and service quality scores.

Design/methodology/approach

The authors have analysed this research question using bivariate and multivariate analyses, with a panel dataset that includes quarterly establishment-level data covering the period from January 2018 to December 2019.

Findings

The aggregated data initially reveal weaker outcomes among franchised establishments. However, after controlling for other variables related to the fashion stores and their local markets, the authors have found that franchised establishments record higher sales both per square metre and per employee than vertically integrated stores. The findings also reveal that franchised establishments record lower service quality scores than their company-owned counterparts.

Originality/value

Nothing has been published on the differences between franchising and company ownership in terms of establishment-level performance in fashion retailing.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 26 no. 3
Type: Research Article
ISSN: 1361-2026

Keywords

Article
Publication date: 8 July 2014

Cristina Calvo-Porral and Jean-Pierre Lévy-Mangin

The purpose of this paper is to focus in customer-based store brand value by comparing three different retailing formats – supermarkets, hypermarkets and discounters – in order to…

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Abstract

Purpose

The purpose of this paper is to focus in customer-based store brand value by comparing three different retailing formats – supermarkets, hypermarkets and discounters – in order to assess how store brand value stems from and to understand the store format influence.

Design/methodology/approach

Respondents were randomly selected and data were collected using an on-line structured questionnaire, focussing on Spanish large retailers. Then, hypotheses were tested performing structural equation modeling.

Findings

The results suggest that perceived quality, price image along with store commercial image have significant positive influence on store brand value and purchase intent. Moreover, store brands’ performance in the marketplace depends on different variables across the analyzed retailing formats.

Research limitations/implications

These variables may be managed by retailers in order to enhance their own brands’ value proposition. These research implications should be considered within the context of a geographical limitation, despite providing the basis for further research on the topic.

Originality/value

The study adds to the growing literature in retailing a cross-store format comparative analysis, remaining a deeper understanding on how store brands create value from the consumers’ standpoint, based on an empirical research in a European developed market.

Details

International Journal of Retail & Distribution Management, vol. 42 no. 7
Type: Research Article
ISSN: 0959-0552

Keywords

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