The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Modeling service encounters and customer experiential value in retailing: An empirical investigation of shopping mall customers in Taiwan
Abstract
Purpose: The purpose of this study is to explore the impacts of service encounters on customer experiential value and subsequently on customer behavioral intentions in a shopping mall context in Taiwan. Design/methodology/approach: Data were gathered using mall intercepts at three large shopping malls in northern Taiwan. Structural equation modeling was employed to assess the proposed research model empirically. Findings: The empirical results revealed that: personal interaction encounters positively influenced perceptions of efficiency and excellence value; physical environment encounters positively affected perceptions of playfulness and aesthetics; and all dimensions of customer experiential value (i.e. efficiency, service excellence, playfulness, and aesthetics) positively affected customer behavioral intentions. Originality/value: Following Bitner's suggestion in 1990, the present study classified service encounters into two dimensions – personal interaction encounters and physical environment encounters. Further, the empirical findings revealed that customer experiential value mediated the relationship between service encounters and consumer behavioral intentions.
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Citations
Cites
On the Evaluation of Structural Equation Models
Bagozzi, R. P., & Yi, Y. (1988) · Journal of the Academy of Marketing Science · doi:10.1007/bf02723327 · Cited by 26,163
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value
Babin, B. J., Darden, W. R., & Griffin, M. (1994) · Journal of Consumer Research · doi:10.1086/209376 · Cited by 6,020
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Cova, B., & Dalli, D. (2009) · Marketing Theory · doi:10.1177/1470593109338144 · Cited by 746
Wu, C. H.-J., & Liang, R.-D. (2009) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.03.008 · Cited by 705
El-Adly, M. I. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.007 · Cited by 613
Chen, S.-C., & Lin, C.-P. (2019) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2018.11.025 · Cited by 606
Enabling smart retail settings via mobile augmented reality shopping apps
Dacko, S. G. (2017) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2016.09.032 · Cited by 543
Metadata
- Authors
- Keng, C., Huang, T., Zheng, L., & Hsu, M. K.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 2007-08-14
- Volume
- 18
- Issue
- 4
- Pages
- 349-367
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1570686602
- Cited by
- 284
- References
- 3
- FWCI
- 23.63
- Type
- journal article
- Language
- en
- Open access
- closed
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- Keng, C., Huang, T., Zheng, L., & Hsu, M. K. (2007). Modeling service encounters and customer experiential value in retailing: An empirical investigation of shopping mall customers in Taiwan. International Journal of Service Industry Management. https://doi.org/10.1108/09564230710778137
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
