Building Consumer Loyalty through Servicescape in Shopping Malls

Shashikala R. Shashikala R.

20 citations0/0 files storedIOSR Journal of Business and Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Consumer Retail Behavior Studies Customer Service Quality and Loyalty Consumer Market Behavior and Pricing

Abstract

India is experiencing exponential growth in retail sector and Global Retail Development Index consecutively ranked as one of the most promising retail destinations of the world.Due to this reason lot of investments are happening in India and new players are entering the market.Shopping Mall being the latest organized retail format entering the market witnessed huge popularity and consumer attention, luring mall developers going all out to launch their projects.However the mushrooming growth of shopping malls has posed lot of challenges.Recent studies have revealed that 45% of the malls in cities are vacant.Poor mall management and poor tenant mix have resulted in poor mall traffic and low conversion rate.This paper attempts to explore the possibility of building consumer loyalty through effective use of servicescape (physical environment) in a shopping mall to attract and retain serious buyers.Study revealed that seven servicescape dimensions considered i.e., ambient factor, aesthetic factor, layout, variety, cleanliness, signs, symbols & artifacts, and social factor are all relevant in shopping mall context and capable of inducing significant variations in consumer loyalty.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 20 citations exist upstream.

References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1974An approach to environmental psychology 2002The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions 2000Atmospheric Effects on Shopping Behavior 1994The Influence of Store Environment on Quality Inferences and Store Image 1982Using Background Music to Affect the Behavior of Supermarket Shoppers 1998Excitement at the mall: Determinants and effects on shopping response

Cited by

2020Fitness Centers Ambience-Customer Behavioral Intentions Relationship: The Mediating Role of Customer Emotional States 2020The Role of SERVICESCAPE in Fostering Customer Satisfaction and Positive Emotion Among Shopping Mall Patrons 2021Peran Servicescape Terhadap Peningkatan Loyalitas Pelanggan (Kajian Empiris terhadap Pelanggan Yumaju Coffee)

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.