Simpatico in store retailing: How immigrant Hispanic emic interpret U.S. store atmospherics and interactions with sales associates

Fowler, Deborah; Wesley, Scarlett; Vázquez, María Elena Sánchez del Río

doi:10.1016/j.jbusres.2006.09.002

Cited by 30 publications

(37 citation statements)

References 16 publications

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“…In this respect, it should be noted that the setting of the current research is one where diverse local and immigrant shoppers visit malls (Gilboa and Vilnai‐Yavetz, ). Indeed, malls tend to be located in central locations, and they often attract and serve populations that consist of newcomers, immigrants (Fowler et al ., ), and tourists (Westwood, ), in addition to long‐time local residents. For this reason, it is important for mall managers to understand the implications of the mall experience concept for various cultures.…”

Section: Discussionmentioning

confidence: 99%

Capturing the multiple facets of mall experience: Developing and validating a scale

Gilboa

Vilnai‐Yavetz

Chebat

2015

J of Consumer Behaviour

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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.

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Section: Discussionmentioning

confidence: 99%

Capturing the multiple facets of mall experience: Developing and validating a scale

Gilboa

Vilnai‐Yavetz

Chebat

2015

J of Consumer Behaviour

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“…Similarly, reported frequencies with which customers visited this retailer and the association they have with the brand suggests that personal need, word of mouth recommendations and past experience of the store (Parasuraman et al, 1988) and store image (Grönroos, 1984) are integral/synchronous expectation factors, which evolve as habit, and translate into 'bonds' (Storbacka et al, 1994). The subject retailer was recognised by both customers and employees for being knowledgeable across its offering, with staff perceiving that well-trained personnel were a source of competitive advantage (Fowler et al, 2007). Staff perceived, too, that they delivered high levels of friendliness and believed this was not only intrinsic to service quality but also transformed the service encounter relationship onto a higher friendship plane (Svensson, 2006).…”

Section: Research Findingsmentioning

confidence: 97%

Exploring the UK high street retail experience: is the service encounter still valued?

Resnick

Foster

Woodall

2014

International Journal of Retail &Amp; Distribution Management

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Purpose: The relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment. \ud Design: Data was gathered from forty customers and twenty staff of an established UK health and beauty retailer with a long standing reputation for personal customer service. A qualitative analysis was applied using both a service quality and a customer value template. Findings: Customers focused more on the utilitarian features of the service experience and less on ‘extraordinary’ aspects, but service staff still perceived that the customer encounter remained a key requisite for successful service delivery. \ud Research implications: Recent environmental developments - involving customers, markets and retail platform structures - are challenging traditional service expectations.\ud Practical Implications: Retailers may need to reassess the role of the service encounter as part of their on-going value proposition.\ud Originality/value: There has been limited research to date on the perception of shoppers to the service encounter in a changing retail environment and to the evolving notions of effort and convenience

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“…Second, US Spanish-speakers exceed all other foreign language spoken. Third, Hispanic immigrants' spending has been on the rise (Fowler, Wesley, & Vazquez, 2007;Alvarez, Dickson, & Hunter, 2014).…”

Section: Samplementioning

confidence: 99%

“…Moreover, research could examine the nature of language in high context and low context cultures and its influence on recovery outcomes. In addition, the differences among first and second-generation immigrant perceptions and their identification with service provider ethnicity and language is an intriguing avenue for further research (Fowler et al, 2007). Moreover, the effects of language and ethnicity might be heightened in an ethnically-triggered study context (e.g., Hispanic ethnic food restaurant).…”

Section: Limitations and Future Researchmentioning

confidence: 99%

Speak my language or look like me? – Language and ethnicity in bilingual customer service recovery

Azab

Clark

2017

Journal of Business Research

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Simpatico in store retailing: How immigrant Hispanic emic interpret U.S. store atmospherics and interactions with sales associates

Cited by 30 publications

References 16 publications

Capturing the multiple facets of mall experience: Developing and validating a scale

Capturing the multiple facets of mall experience: Developing and validating a scale

Exploring the UK high street retail experience: is the service encounter still valued?

Speak my language or look like me? – Language and ethnicity in bilingual customer service recovery

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