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Capturing the multiple facets of mall experience: Developing and validating a scale
Author(s) -
Gilboa Shaked,
VilnaiYavetz Iris,
Chebat Jean Charles
Publication year - 2015
Publication title -
journal of consumer behaviour
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.811
H-Index - 43
eISSN - 1479-1838
pISSN - 1472-0817
DOI - 10.1002/cb.1531
Subject(s) - recreation , marketing , scale (ratio) , loyalty , construct (python library) , shopping mall , psychology , advertising , space (punctuation) , business , sociology , computer science , physics , quantum mechanics , political science , law , programming language , operating system
Many constructs have been tied to the customer experience in shopping malls, including hedonic shopping motivations, activities, excitement, and emotional and cognitive reactions. Yet the literature has not addressed the notion of the mall experience as a construct in and of itself. The current research aim is to conceptualize the mall experience through the development and validation of a measurement scale. We present a four‐stage process of scale development and validation, based on three studies with four separate samples of mall shoppers, in which the final stage employs the scale to predict mall equity and loyalty. The suggested scale offers a quantitative measurement of four different mall experiences—seductive, functional, social recreation, and social scene—which differ in their components. This work extends theory in understanding, conceptualizing, and measuring the customer experience in the retail space. On the practical level, the developed scale can serve as a means for planning a mall's marketing mix and launching marketing campaigns in order to attract various groups of customers. Copyright © 2015 John Wiley & Sons, Ltd.