Work

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

Year: 2004

Type: article

Abstract: 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.

Source: South African Journal of Business Management

DOI: 10.4102/sajbm.v35i4.663

Authors: N. S. Terblanche, C. Boshoff

Institution: Stellenbosch University

Language: English

Topic: Consumer Retail Behavior Studies

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: gold

Estimated APC paid: $650

OpenAlex ID: W1575793321

FWCI: 1.24

Cites: 43

Cited by: 70

Related to: 10