The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Measuring retail customer experience
Abstract
Purpose: – This study aims at developing a reliable and valid measure of retail customer experience. Design/methodology/approach: – Scientific scale development process has been followed. Survey methodology was used to collect data. The results are tested for reliability and validity using Confirmatory Factor Analysis. Findings: – The study conceptualizes retail customer experience as a reliable and valid multidimensional construct, explained in four dimensions: leisure, joy, distinctive and mood. Research limitations/implications: – It was confined to only “brick and mortar” personal lifestyle retail stores. Mediating and moderating effects of contextual variables and the influence of antecedents have not been studied. It provides insights into the “delivered” retail customer experience as perceived by the shoppers for future research. Practical implications: – The scale can be used to measure the experiential responses of retail customers and provide directions for retailing strategies. Originality/value: – The study presents psychometrically valid scale to measure retail customer experience scale.
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Citations
Cites
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
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
Customer experience creation: Determinants, dynamics and management strategies
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2008.11.001 · Cited by 3,140
Affect and Retail Shopping Behavior: Understanding the Role of Mood Regulation and Regulatory Focus
Arnold, M. J., & Reynolds, K. E. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2009.05.004 · Cited by 208
Cited by
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
Customer experience in tourism: A review of definitions, components, and measurements
Godovykh, M., & Tasci, A. D. A. (2020) · Tourism Management Perspectives · doi:10.1016/j.tmp.2020.100694 · Cited by 359
Measuring customer experience in physical retail environments
Bustamante, J. C., & Rubio, N. (2017) · Journal of Service Management · doi:10.1108/josm-06-2016-0142 · Cited by 306
Negative and positive customer shopping experience in an online context
Barari, M., Ross, M., & Surachartkumtonkun, J. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.101985 · Cited by 200
Ease or excitement? Exploring how concept stores contribute to a retail portfolio
Egan-Wyer, C. J., Burt, S., Hultman, J., Johansson, U., Beckman, A., & Michélsen, C. (2021) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-10-2020-0407 · Cited by 26
Metadata
- Authors
- Bagdare, S., & Jain, R.
- Venue
- International Journal of Retail & Distribution Management
- Publisher
- Emerald
- Published
- 2013-09-02
- Volume
- 41
- Issue
- 10
- Pages
- 790-804
- ISSN
- 0959-0552 (ISSN-L)
- OpenAlex
- W1557879175
- Cited by
- 232
- References
- 4
- FWCI
- 24.85
- Type
- journal article
- Language
- en
- Open access
- closed
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- Bagdare, S., & Jain, R. (2013). Measuring retail customer experience. International Journal of Retail & Distribution Management. https://doi.org/10.1108/ijrdm-08-2012-0084
Data sources
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.
