Advertisement

Shopping Centre image attributes effects on consumer’s satisfaction and loyalty in Greece – Evidence at the initial stages of the economic crisis

  • Prokopis K. TheodoridisEmail author
  • Anastasios P. Panopoulos
Part of the European Retail Research book series (ERR)

Abstract

This paper presents a study investigating the consumers’ satisfaction level as experienced by the shopping centre offer, the relationship between shopping centre image attributes and the consumers’ satisfaction and loyalty. Results indicate that specific shopping centre image attributes are positively related to consumer satisfaction and loyalty. Further, consumers’ intentions are examined regarding potential shifts in their behaviour due to the economic crisis.

Key words

Shopping Centre Image Consumer Satisfaction Loyalty Economic Crisis Greece 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Allard, T.; Barry, J. B.; Chebat, J-C. (2009): When income matters: customers evaluation of shopping malls’ hedonic and utilitarian orientations, in: Journal of Retailing and Consumer Services, Vol. 16, pp. 40–49.CrossRefGoogle Scholar
  2. Andreassen, T. W.; Lindestad, B. (1998): Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise, in: International Journal of Service Industry Management, Vol. 9, No. 1, pp. 7–23.CrossRefGoogle Scholar
  3. Arentze, T.; Timmermans H. (2005): Impact of institutional change on shopping patterns: application of a multi-agent model of activity-travel, Proceedings of the 12th recent advances in retailing and services science conference in Orlando, July 2005, The European Institute of Retailing and Services Studies, Eindhoven.Google Scholar
  4. Bagozzi, R. P. (1986): Principle of Marketing Management, SRA Science Research Associate Inc, Chicago.Google Scholar
  5. Bearden, W. O. (1977): Determinant Attributes of Store Patronage: Downtown Versus Outlying Shopping Areas, in: Journal of Retailing, Vol. 53, No. 2, pp. 15–22.Google Scholar
  6. Bellenger, D.; Robertson D.; Greenberg B. (1977): Shopping centre patronage motives, in: Journal of Retailing, Vol. 53, No. 2, pp. 29–38.Google Scholar
  7. Birtwistle, G.; Clarke, I.; Freathy, P. (1999): Store image in the UK fashion sector: consumer versus retailer perceptions, in: The International Review of Retail, Distribution and Consumer Research, Vol. 9, No. 1, pp. 1–16.CrossRefGoogle Scholar
  8. Crosby, A. L.; Stephens N. (1987): Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry, in: Journal of Marketing Research, Vol. 24, pp. 404–411.CrossRefGoogle Scholar
  9. Davies, G. (1992): Positioning, image and the marketing of multiple retailers, in: The International Review of Retail, Distribution and Consumer Research, Vol. 2, No. 1, pp. 13–34.CrossRefGoogle Scholar
  10. Doyle, P.; Fenwick, I. (1974): Shopping habits in grocery chains, in: Journal of Retailing, Vol. 50, pp. 39–52.Google Scholar
  11. Eroglu, A. S.; Machleit, K. A. (1990): An empirical study of retail crowding: antecedents and consequences, in: Journal of Retailing, Vol. 66, pp. 201–221.Google Scholar
  12. Finn, A.; Louviere, J. J. (1996): Shopping center image, consideration, and choice: anchor store contribution, in: Journal of Business Research, Vol. 35, No. 3, pp. 241–251.CrossRefGoogle Scholar
  13. Foundation for Economic and Industrial Research (2010): Quarterly Bulletin, No. 62, December.Google Scholar
  14. Grace D.; O’Cass, A. (2005): An examination of the antecedents of repatronage intentions across different retail store formats, in: Journal of Retailing and Consumer Services, Vol. 12, pp. 227–243.CrossRefGoogle Scholar
  15. Hair, F. J.; Anderson, E. R.; Tatham, L. R.; Black, C. W. (1998): Multivariate Data Analysis, (4th Edition), Prentice Hall.Google Scholar
  16. Hallowell, R. (1996): The relationships of customer satisfaction, customer loyalty, and portability: an empirical study, in: International Journal of Service Industry Management Vol. 7, No. 4, pp. 27–42.CrossRefGoogle Scholar
  17. Hellenic Statistical Authority (2011): Monthly Statistical Bulletin.Google Scholar
  18. James, D. L.; Durand, R. M.; Dreves, R. A. (1976): The use of a multi-attributes attitudes model in a store image study, in: Journal of Retailing, Vol. 52, pp. 23–32.Google Scholar
  19. Keh, H. T.; Teo, W. C. (2001): Retail customers as partial employees in service provision: a conceptual framework, in: International Journal of Retail and Distribution Management, Vol. 29, No. 8, pp. 370–378.CrossRefGoogle Scholar
  20. Kerin, R.; Jain, A. J.; Howard, J. D. (1992): Store shopping experience and consumer price quality value perceptions, in: Journal of Retailing, Vol. 62, pp. 376–397.Google Scholar
  21. Kunkel, J. H.; Berry, L. L. (1968): A behavioral conception of retail image, in: Journal of Marketing, Vol. 32, pp. 21–27.CrossRefGoogle Scholar
  22. Lindquist, J. D. (1974): Meaning of image, survey of empirical and hypothetical evidence, in: Journal of Retailing, Vol. 50, No. 4, pp. 29–38.Google Scholar
  23. Macintosh, G.; Lockshin, L. S. (1997): Retail relationships and store loyalty: A multi-level perspective, in: International Journal of Research in Marketing, Vol. 14, No. 5, pp. 487–497.CrossRefGoogle Scholar
  24. Marks, R. B. (1976): Operationalising the concept of store image, in: Journal of Retailing, Vol. 52, pp. 37–46.Google Scholar
  25. Martineau, P. (1958): The personality of the retail store, in: Harvard Business Review, Vol. 36, pp. 47–56.Google Scholar
  26. McGoldrick, J. P. (1990): Retail Marketing, McGraw-Hill Book Company, London.Google Scholar
  27. Melody, L.; Adkins, L.; Burgess, B.; Wesley, S. (2002): Expanding the loyalty concept to include preference for a shopping mall, in: International Review of Retail, Distribution and Consumer Research, Vol. 12, No. 3, pp. 225–236.CrossRefGoogle Scholar
  28. Nevin, J. R.; Houston, M. J. (1980): Image as a component of attraction to intraurban shopping areas, in: Journal of Retailing, Vol. 56, No. 1, pp. 77–93.Google Scholar
  29. Oliver, R. L. (1997): Satisfaction - A Behavioral Perspective on Consumers, McGraw-Hill, New York.Google Scholar
  30. Oliver, R. L. (1999): Whence customer loyalty?, in: Journal of Marketing, Vol. 63, pp. 33–44.CrossRefGoogle Scholar
  31. Oppewal H.; Timmermans, H. (1997): Retailer self-perceived store image and competitive position, in: The International Review of Retail, Distribution and Consumer Research, Vol. 7, No. 1, pp. 41–59.CrossRefGoogle Scholar
  32. Podsakoff, P. M.; MacKenzie, S. B.; Lee, J.-Y.; Podsakoff, N. P. (2003): Common method biases in behavioral research: A critical review of the literature and recommended remedies, in: Journal of Applied Psychology, Vol. 88, pp. 879–903.CrossRefGoogle Scholar
  33. Raajpoot, N. A.; Sharma, A.; Chebat, J-C. (2008): The role of gender and work status in shopping center patronage, in: Journal of Business Research, Vol. 61, pp. 825–833.CrossRefGoogle Scholar
  34. Reynolds, K. E.; Beatty, S. E. (1999): Relationship customer typology, in: Journal of Retailing, Vol. 75, No. 4, pp. 509–523.CrossRefGoogle Scholar
  35. Ruiz, F. (1999): Image of suburban shopping malls and two-stage versus uni-equational modelling of the retail trade attraction: an empirical application, in: European Journal of Marketing, Vol. 33, No. 5/6, pp. 512–530.CrossRefGoogle Scholar
  36. Selnes, F. (1993): An examination of the effect of product performance on brand reputation, satisfaction and loyalty, in: Journal of Product & Brand Management, Vol. 2, No. 4, pp. 45–60.CrossRefGoogle Scholar
  37. Sivadas, E.; Baker-Prewitt, J. L. (2000): An examination of the relationship between service quality, customer satisfaction and store loyalty, in: International Journal of Retail and Distribution Management, Vol. 28, No. 2, pp. 73–82.CrossRefGoogle Scholar
  38. Teller, C.; Reutterer, T. (2008): The evolving concept of retail attractiveness: What makes retail agglomerations attractive when customers shop at them?, in: Journal of Retailing and Consumer Services, Vol. 15, pp.127–143.CrossRefGoogle Scholar
  39. Wakefield, K. L.; Baker, J. (1998): Excitement at the mall: determinants and effects on shopping response, in: Journal of Retailing, Vol. 74, No. 4, pp. 515–529.CrossRefGoogle Scholar
  40. Wong, G.; Yu, L.; Yuan, L. (2001): SCATTR: an instrument for measuring shopping centre attractiveness, in: International Journal of Retail and Distribution Management, Vol. 29, No. 2, pp. 76–86.CrossRefGoogle Scholar

Copyright information

© Gabler Verlag | Springer Fachmedien Wiesbaden 2012

Authors and Affiliations

  • Prokopis K. Theodoridis
    • 1
    Email author
  • Anastasios P. Panopoulos
    • 2
  1. 1.Department of Business Administration of Food and Agricultural EnterprisesUniversity of Western GreeceAgrinioGreece
  2. 2.Department of Balkan StudiesUniversity of West MacedoniaFlorinaGreece

Personalised recommendations