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Enhancing value for Chinese shoppers: The contribution of store and customer characteristics

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  • Wong, Amy
  • Dean, Alison

Abstract

This study tested the relationships between store and customer characteristics with perceived value and customer loyalty in retailing in China. Survey data were collected from shoppers in department stores (n=200) and supermarkets (n=200) in the tier 2 coastal city of Tianjin. Data for each type of store were analysed separately using structural models. In supermarkets, value was predicted by quality and price, but for department stores, only the customer orientation of the store was significant, suggesting that customers seek different shopping experiences in each context. In each case, value mediated the links to loyalty and, for supermarkets, choice of merchandise and consumer time pressure demonstrated direct links to loyalty. The paper discusses the implications of the findings, and concludes with possible future research.

Suggested Citation

  • Wong, Amy & Dean, Alison, 2009. "Enhancing value for Chinese shoppers: The contribution of store and customer characteristics," Journal of Retailing and Consumer Services, Elsevier, vol. 16(2), pages 123-134.
    • Handle: RePEc:eee:joreco:v:16:y:2009:i:2:p:123-134
    DOI: 10.1016/j.jretconser.2008.11.004
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    References listed on IDEAS

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    Cited by:

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    2. Noman Sahito & Haoying Han & Thuy Van Thi Nguyen & Insin Kim & Jinsoo Hwang & Arif Jameel, 2020. "Examining the Quasi-Public Spaces in Commercial Complexes," Sustainability, MDPI, vol. 12(5), pages 1-16, February.
    3. Yang, Song & Ding, Shiqing & D’Alessandro, Steven, 2018. "Are all Chinese shoppers the same? Evidence of differences in values, decision making and shopping motivations between the Han majority and other minorities in China," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 24-34.
    4. Ioana-Nicoleta Abrudan & Ioan Plaias & Dan-Cristian Dabija, 2015. "The relationship among image, satisfaction and loyalty – innovative factor of competitiveness for shopping centers," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 17(39), pages 536-536, May.
    5. Kacen, Jacqueline J. & Hess, James D. & Walker, Doug, 2012. "Spontaneous selection: The influence of product and retailing factors on consumer impulse purchases," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 578-588.
    6. Farhan Mirza & Sohail Younus & Nabeel Waheed & Adnan Javaid, 2021. "Investigating the impact of product-related and service quality attributes on re-purchase intention:Role of customer characteristics and customer satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(3), pages 24-35, April.
    7. María Pilar Martínez-Ruiz & Juán José Blázquez-Resino & Giovanni Pino, 2017. "Store attributes leading customer satisfaction with unplanned purchases," The Service Industries Journal, Taylor & Francis Journals, vol. 37(5-6), pages 277-295, April.
    8. Konuk, Faruk Anıl, 2021. "The moderating impact of taste award on the interplay between perceived taste, perceived quality and brand trust," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).

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