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Sources of customer satisfaction with shopping malls: a comparative study of different customer segments

Anselmsson, Johan LU (2006) In International Rewiew on Retail, Distribution and Consumer Research 16(1). p.116-135
Abstract
In spite of the growing importance of planned,centrally managed and enclosed shopping centres in the retailing sector,the understanding concerning sources and outcomes of customer satisfaction with this kind of shopping malls is limited.This paper develops and vali- dates a conceptualisation of shopping mall satisfaction based on ?eld studies in Sweden.The results show that eight underlying factors of varying character are important to customer satis- faction.These are selection,atmosphere,convenience,sales people,refreshments,location, promotional activities and merchandising policy.Furthermore,this study investigates whether sources of satisfaction di ?er in importance with respect to gender and age,generally two impor- tant variables... (More)
In spite of the growing importance of planned,centrally managed and enclosed shopping centres in the retailing sector,the understanding concerning sources and outcomes of customer satisfaction with this kind of shopping malls is limited.This paper develops and vali- dates a conceptualisation of shopping mall satisfaction based on ?eld studies in Sweden.The results show that eight underlying factors of varying character are important to customer satis- faction.These are selection,atmosphere,convenience,sales people,refreshments,location, promotional activities and merchandising policy.Furthermore,this study investigates whether sources of satisfaction di ?er in importance with respect to gender and age,generally two impor- tant variables for retail segmentation. (Less)
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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
Shopping malls satisfaction segmentation
in
International Rewiew on Retail, Distribution and Consumer Research
volume
16
issue
1
pages
116 - 135
publisher
Taylor & Francis
language
English
LU publication?
yes
id
4a16f735-2925-45a8-ad37-59c73e09958e (old id 1387802)
date added to LUP
2009-04-20 12:27:27
date last changed
2016-04-16 09:30:27
@misc{4a16f735-2925-45a8-ad37-59c73e09958e,
  abstract     = {In spite of the growing importance of planned,centrally managed and enclosed shopping centres in the retailing sector,the understanding concerning sources and outcomes of customer satisfaction with this kind of shopping malls is limited.This paper develops and vali- dates a conceptualisation of shopping mall satisfaction based on ?eld studies in Sweden.The results show that eight underlying factors of varying character are important to customer satis- faction.These are selection,atmosphere,convenience,sales people,refreshments,location, promotional activities and merchandising policy.Furthermore,this study investigates whether sources of satisfaction di ?er in importance with respect to gender and age,generally two impor- tant variables for retail segmentation.},
  author       = {Anselmsson, Johan},
  keyword      = {Shopping malls satisfaction segmentation},
  language     = {eng},
  number       = {1},
  pages        = {116--135},
  publisher    = {ARRAY(0x988dcd0)},
  series       = {International Rewiew on Retail, Distribution and Consumer Research},
  title        = {Sources of customer satisfaction with shopping malls: a comparative study of different customer segments},
  volume       = {16},
  year         = {2006},
}