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.
|Item Type:||Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)|
|Additional Information:||Authors retain copyright.|
|Uncontrolled Keywords:||shopping centres, shopping behaviour, personal service|
|Fields of Research (FOR2008):||15 Commerce, Management, Tourism and Services > 1504 Commercial Services > 150499 Commercial Services not elsewhere classified|
|Subjects:||350000 Commerce, Management, Tourism and Services > 350600 Services > 350605 Other Retail Services|
|Socio-Economic Objective (SEO2008):||UNSPECIFIED|
|Deposited On:||11 Oct 2007 11:12|
|Last Modified:||20 Jun 2012 10:20|
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