IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v5y2009i1p1-13.html
   My bibliography  Save this article

Enhancing retail services: an empirical investigation

Author

Listed:
  • Michael J. Dotson
  • Dinesh S. Dave

Abstract

Researchers have shown that there is a relationship between the retail environment and revenue in retail and service outlet stores, satisfaction, and product selections and evaluations. A consumer's retail experience is affected by their emotional states, retail store attributes, and parking facilities. The purpose of the present study is to identify those factors likely to negatively affect retail patronage. Focus group interviews identified eleven attributes likely to evoke negative patronage. A survey instrument was developed and randomly administered via mall intercept. Three consumer clusters were produced; respondents comprising the first cluster appear to be more sensitive to personnel related issues while respondents comprising the second and third clusters appear to have diminishing levels of sensitivity to product related issues. The results of the study suggest the areas of potential concern to which retail management should develop proactive strategies. Finally, implications and directions for future research are discussed.

Suggested Citation

  • Michael J. Dotson & Dinesh S. Dave, 2009. "Enhancing retail services: an empirical investigation," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 5(1), pages 1-13.
    • Handle: RePEc:ids:ijsoma:v:5:y:2009:i:1:p:1-13
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=21622
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:5:y:2009:i:1:p:1-13. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.