An exploratory study on service dimensions of regional shopping centres: A segmentation approach’

Sit, Jason and Wong, Ho Yin and Birch, Dawn (2002) An exploratory study on service dimensions of regional shopping centres: A segmentation approach’. In: ANZMAC 2002, 2 - 4 Dec 2002, Melbourne, Australia.


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Despite the advent of e-retailing and other shopping alternatives in the retailing sector, the ‘one-stop’ regional shopping centre remains a popular retail format. ServQual and ServPerf have been used to measure the service quality of individual retail stores on five key dimensions, namely reliability, assurance, tangibles, empathy, and responsiveness. However, these dimensions appear to be less relevant for measuring the performance of the ‘one-stop’ regional shopping centre that comprises a mix of anchors, specialty stores and service outlets. This study revealed a set of eight factors that may better reflect the service dimensions of regional centres, namely personal service, ambulance, amenity, ambience, entertaining service, merchandise mix, access and proximity. Further, this study revealed four distinct shopper segments of regional centres namely, the ‘experiential’ shopper, the ‘serious’ shopper, the ‘apathetic’ shopper, and the ‘service’ shopper.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: No
Item Status: Live Archive
Additional Information (displayed to public): Authors retain copyright.
Depositing User: Dr Dawn Birch
Faculty / Department / School: Historic - Faculty of Business - Department of Marketing and Tourism
Date Deposited: 11 Oct 2007 01:12
Last Modified: 02 Jul 2013 22:46
Uncontrolled Keywords: shopping centres, shopping behaviour, personal service
Fields of Research (FoR): 15 Commerce, Management, Tourism and Services > 1504 Commercial Services > 150499 Commercial Services not elsewhere classified

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