Year: 2001
Type: article
Study design: Observational Study
Abstract: Despite the advent of e-tailing and other changes in the retailing sector, the 'one-stop' shopping\ncentre 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\nevaluate the performance of sub-regional centres on five alternative dimensions, namely accessibility, physical surroundings, safety, retail mix, and personal interaction.
Authors: Jason Sit, Dawn Birch
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1566153654