An exploratory study on performance dimensions of sub-regional shopping centers

Sit, Jason and Birch, Dawn (2001) An exploratory study on performance dimensions of sub-regional shopping centers. In: ANZMAC 2001: Bridging Marketing Theory and Practice, 3-5 Dec 2001, Auckland, New Zealand.


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Despite the advent of e-tailing and other changes in the retailing sector, the 'one-stop' shopping
centre remains a popular retailing format. ServQual and ServPerf measure the performance of individual service firms on five key dimensions, namely reliability, responsiveness, assurance, empathy, and tangibles. However, these dimensions appear to be less appropriate for measuring the performance of a sub-regional shopping centre that comprises a mix of anchors, specialty stores and service outlets. An exploratory study of 251 households revealed that shoppers
evaluate the performance of sub-regional centres on five alternative dimensions, namely accessibility, physical surroundings, safety, retail mix, and personal interaction.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: No
Item Status: Live Archive
Additional Information: Authors retain copyright.
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 centers, shopping centres, retailing
Fields of Research : 15 Commerce, Management, Tourism and Services > 1504 Commercial Services > 150499 Commercial Services not elsewhere classified

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