scholarly journals The in-store shopping experience: A comparative study of supermarket and clothing store customers

2004 ◽  
Vol 35 (4) ◽  
pp. 1-10 ◽  
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Comparative Study ◽  
Customer Retention ◽  
Shopping Experience ◽  
Clothing Store ◽  
Alternative Means ◽  
Retail Managers

Various developments continually pressurise retailers to find new and innovative ways to differentiate themselves from competitors and adapt to ever-changing and accelerating environmental circumstances. Positioning based on customers’ in-store shopping experience (ISE) offers retailers an alternative means of differentiation and is achieved by providing a superior in-store shopping experience. The ISE instrument that has been developed to measure customers’ in store shopping experience is used in this study to compare the in-store shopping experiences of customers of two diverse retailing environments (supermarkets versus clothing retailers) by assessing its impact on customer retention. A proposition is formulated and the findings reported. The implications of ISE and customer retention for retail managers are also dealt with.

scholarly journals The controllable elements of the total retail experience: A study of clothing shoppers

2003 ◽  
Vol 6 (1) ◽  
pp. 143-158 ◽  
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Data Analysis ◽  
Scale Development ◽  
Retail Store ◽  
Major Objective ◽  
Five Dimensions ◽  
Personal Interaction ◽  
Complaint Handling ◽  
Shopping Experience ◽  
Clothing Store ◽  
Store Environment

Retail clothing stores continually have to adapt to marketplace demands to remain competitive. Customer retention has become a major objective for many clothing retailers. This study combines the management of a number of the controllable personal and non-personal elements that a customer are exposed to and interacts within a retail store, as part of the shopping experience. The data analysis procedures closely followed the guidelines for scale development suggested by Churchill (1979). The empirical results suggest that there are five dimensions considered important by consumers when assessing their satisfaction with a total retail experience in a clothing store. These are: merchandise value, internal store environment, personal interaction with staff, merchandise variety and complaint handling.

scholarly journals E-Commerce in a Physical Store: Which Retailing Technologies Add Real Value?

2019 ◽  
Vol 11 (1) ◽  
pp. 42-47 ◽  
Author(s):  
Peter Linzbach ◽  
J. Jeffrey Inman ◽  
Hristina Nikolova
Keyword(s):  
Operational Cost ◽  
Privacy Concerns ◽  
Consumer Concerns ◽  
Advanced Technologies ◽  
Shopping Experience ◽  
Real Value ◽  
Retail Managers

AbstractTo remain competitive in a connected world, offline retailers have responded with integrating digital in-store technologies into their physical servicescapes. Often, the introduction of multichannel connecting services like click & collect or order from or return to store are first steps.Shopper-facing advanced technologies can be key to creating a different physical shopping experience for consumers and delivering benefits to retailers such as improved traffic, conversion and baskets or streamlined operational cost. In general, consumers consider retailing technologies as useful. However, shoppers assess the fairness of the exchange about procedures, outcome and treatment and the value of the technology they receive compared to what the retailer gets. Also, satisfaction, trust and privacy concerns are relevant for customers. Retail managers need to ensure the functionality and safety of their application and take consumer concerns seriously. Also, they need to address privacy concerns and build trust, if they want proximity marketing to deliver on its promise of increasing basket size or attracting new shoppers.

scholarly journals Effect of Service Quality on Service Value and Customer Retention for Clothing Store Brands in China

Tekstilec ◽  
2020 ◽  
Vol 63 (4) ◽  
pp. 242-255
Author(s):  
Bestoon Othman ◽  
◽  
He Weijun ◽  
Zhengwei Huang ◽  
Jing Xi ◽  
...  
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Customer Retention ◽  
Target Market ◽  
Store Brand ◽  
Store Brands ◽  
Service Value ◽  
Clothing Store ◽  
The Relationship

An increasing number of new Chinese clothing store brands are selling and offering similar products and services and consequently clothing store brand providers must compete to survive in this industry. They need to focus on customers’ special needs and preferences to maintain and retain a long-term relationship. The objective of this study is thus to examine the relationship between service quality and customer retention for clothing store brands in China, and the mediated effect of service value in the relationship between service quality and customer retention for clothing store brands in China. A quantitative research for data collection was implemented. As many as 385 questionnaires were collected by the professor, PhD students, MSc students and BSc students of different nationalities in China. The data was analysed using SmartPLS and SPSS software. Customer perception of the quality of a service product in all sizes has a beneficial effect on customer retention. Service value affects customer retention positively. Practical implications for the target market of the clothing sector should be focused on young individuals aged 36 to 45 years, holding a Master’s degree and earn more than €1,000/month. Findings indicated significant and direct relationships between service quality, service value and customer retention. It was also found that service value has a full mediated effect. This study will be of interest to the clothing store brands in understanding how service quality is essential for maintaining a long-term relationship with customers.

Effects of atmospheric variables on children during shopping activity

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Yuanyuan YIN ◽  
Mohd Shahril RUSMAN ◽  
Yasmin Sekhona DHILLON
Keyword(s):  
Conceptual Framework ◽  
Market Segment ◽  
Related Research ◽  
Specific Target ◽  
Shopping Experience ◽  
Retail Managers ◽  
Atmospheric Variables

Although children are recognised as an important market segment, research on how children feel, perceive and experience shopping environment is still very limited. This study developed a conceptual framework of children shopping experience based on a review of 20 years of related research on how shopping atmospheric variables affect children aged between three to seven years old during their shopping journey. These articles are sourced from well-known academic databases including “Sage Publications”, “Emerald Insight”, and “Elsevier”. The conceptual framework explains how atmospheric variables influence children shopping experience from four perspectives: the role of children during shopping, act and response towards the shopping variables, variables as an agent of socialization and response from parents. Specific sub-level factors have also been summarised under each category for retail managers and designers to consider when designing a shopping atmosphere for this specific target customer.

Designing a memorable in-store customer shopping experience: practical evidence from sports equipment retailers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Angelo Bonfanti ◽  
Georgia Yfantidou
Keyword(s):  
Social Relationships ◽  
Exploratory Study ◽  
Design Methodology ◽  
Limited Attention ◽  
Structured Interviews ◽  
Content Type ◽  
Shopping Experience ◽  
Retail Managers ◽  
Practical Implications

PurposeThis study aims to detect the dimensions of the in-store customer shopping experience from the sports retailer perspective and to investigate how the role of sports equipment stores is changing.Design/methodology/approachThis exploratory study performs semi-structured interviews with retail managers of sports equipment stores.FindingsThis research reveals the importance of the dimensions of immersive design, sensorial ambient elements, social relationships, trialability and real experience sharing in designing a memorable in-store shopping experience in sports stores, and it highlights that the store's role in the sports context is transitioning from sales space to an interactive, immersive, engaging and convivial place. It proposes a model to design the in-store customer shopping experience effectively.Practical implicationsSports equipment managers can make their physical stores as experiential as possible by investing in expert, passionate personnel and technology in order to create a real in-store experience of the product and the sports practice.Originality/valueWhile sports equipment retailers acknowledge the importance of providing customers with a memorable shopping experience by creating an evocative environment and placing multiple touchpoints in stores, management scholars have paid limited attention to sports stores. This study explores the ways in which sports retail managers can design their stores effectively in experiential terms.

scholarly journals A Comparative Study of Invariant Assertions, Invariant Relations, and Invariant Functions

10.29007/zhz4 ◽  
2018 ◽  
Author(s):  
Asma Louhichi ◽  
Olfa Mraihi ◽  
Lamia Labed Jilani ◽  
Ali Mili
Keyword(s):  
Comparative Study ◽  
Alternative Analysis ◽  
Invariant Functions ◽  
Analysis Tools ◽  
Alternative Means

Invariant assertions play an important role in the analysis and documentation of while loops of imperative programs. Invariant functions and invariant relations are alternative analysis tools that are distinct from invariant assertions but are related to them. In this paper we discuss these three concepts and analyze their relationships. The study of invariant functions and invariant relations is interesting not only because it provides alternative means to analyze loops, but also because it gives us insights into the structure of invariant assertions, and may help us enhance techniques for generating invariant assertions.

scholarly journals The effect of service marketing mix elements and customer retentiontowards clothing store brands in ChIna

2021 ◽  
Vol 72 (04) ◽  
pp. 388-397
Author(s):  
BESTOON OTHMAN ◽  
HE WEIJUN ◽  
ZHENGWEI HUANG ◽  
WIRYA NAJM RASHID ◽  
JING XI ◽  
...  
Keyword(s):  
Empirical Relation ◽  
Customer Retention ◽  
Service Marketing ◽  
Marketing Mix ◽  
Middle Part ◽  
Store Brands ◽  
Positive Effects ◽  
Clothing Store ◽  
Comprehensive Survey ◽  
The Impact

The aim of this paper was to analyse the impact of service marketing mix (promotion, price, place, product, people,process, physical evidence and after sale service) on customer retention towards clothing store brands in China. Basedon the analysis of past literature, it appeared that there were only few studies examining the empirical relation betweenthe two constructs, particularly in the clothing sector in China. A comprehensive survey approach was used to collectdata from a total of 385 customers visiting clothing stores in the middle part of China (Hubei). SPSS and PLS were usedto analyse the obtained data. The findings showed that there were significant positive effects on customer retention inall dimensions of the service marketing mix. Finally, the findings suggested that after-sales service plays an importantrole in impacting the retention of customers. The contribution of this research was supporting the significancerelationship of the marketing mix elements in influencing the retention of customers in the clothing industry with empiricaldata from China.

scholarly journals The critical factors shaping customer shopping experiences with innovative technologies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marianne Ylilehto ◽  
Hanna Komulainen ◽  
Pauliina Ulkuniemi
Keyword(s):  
Customer Experience ◽  
Research Strategy ◽  
Innovative Technology ◽  
Critical Factors ◽  
Content Type ◽  
Innovative Technologies ◽  
Channel Choice ◽  
Shopping Experience ◽  
Retail Managers ◽  
Depth Interviews

PurposeThe purpose of this study is to explore the customer shopping experience in the innovative technology setting. Specifically, the purpose is to understand how do innovative technologies influence the customer shopping experience?Design/methodology/approachThis qualitative, explorative study has characteristics of a phenomenological research strategy. The data were collected from four focus groups and ten in-depth interviews with consumers. Abductive approach with an implementation of content analysis was used as a method of analysis.FindingsThe results show that there are three critical factors in customer's shopping experience in the context of innovative technologies; (1) channel choice, (2) value dimensions related to convenience and enjoyment, and (3) social interaction. All factors are highly intertwined and influence each other.Originality/valueThis study contributes to customer experience literature by offering a framework for understanding customer shopping experiences in the innovative technology setting. These findings have important implications for retail managers seeking to enhance customer experience and achieve a competitive advantage by utilizing innovative technology.

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