Index of Paper Presentations for the Parallel Sessions - Academy of ...

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Retail customer experience is a reflection of retailers‘ efforts towards building long term relationships withtheir customers. Measurement of retail customer experience will allow retailers in knowing the customers‘ overallperception, attitude and feelings towards retail stores on different dimensions which gets reflected in terms of retailperformance. Retailers can identify specific dimensions or areas of poor performance, thereby, enabling them todesign suitable strategies to create and deliver positive experience.Limitations and Future Research: The present study was confined only to brick and mortar stores focusingon the customers of personal life style stores. Generalization of results on other channels and retail stores requiresmore studies for validation purposes. Future researches may include other online and offline channels along with avariety of retail stores to explore the differences. The study also lacks in terms of analysing the relationship of retailcustomer experience with other outcome retail performance measures such as revenue, profitability, satisfaction,loyalty, quality, image and others. It has supported its findings only on the basis of earlier studies. It is required toundertake researches to assess the impact of retail customer experience on retail performances. Future researchesshould also incorporate the influence of moderating variables on retail customer experience. Studies may also focuson identifying specific functional and emotional clues to shape retail customer experience in the desirable directions.REFERENCESArnold, M. J. and Reynolds, K. E. (2009), ―Affect and retail shopping behaviour: Understanding the role of moodregulation and regulatory focus‖, Journal of Retailing, 85 (3), 308-320.Arnold, M. J., Reynolds, K. E., Ponder, N. and Lueg, J. E. (2005), ―Customer delight in a retail context:Investigating delightful and terrible shopping experiences‖, Journal of Business Research, 58, 1132-1145.Babin, B.J. and Darden, W.R. (1996), ―Good and bad shopping vibes: Spending and patronage satisfaction‖, Journalof Business Research, 35 (3), 201-206.Babin, B.J., Darden, W.R. and Griffin, M. (1994), ―Work and/or fun: Measuring hedonic and utilitarian shoppingvalue‖, Journal of Consumer Research, 20 (4), 644-56.Backstrom, K. and Johansson, U. (2006), ―Creating and consuming experiences in retail store environments:Comparing retailer and consumer perspectives‖, Journal of Retailing and Consumer Services, 13, 417-430.Backstrom, K. (2011), ―Shopping as leisure: an exploration of manifoldness and dynamics in consumers shoppingexperiences‖, Journal of Retailing and Consumer Services, 18, 200-209.
Baker, J., Parasuraman, A., Grewal, D. and Voss, G. B. (2002), ―The influence of multiple store environment cue onperceived merchandise value and patronage intentions‖, Journal of Marketing, 66 (2), 120 -141.Baron, S., Harris, K. and Harris, R. (2001), ―Retail Theatre: The intended effect of the performance‖, Journal ofService Research, 4 (2), 102-117.Bellenger, D. N., Korgaonkar, P. K. (1980), ―Profiling the recreational shopper‖, Journal of Retailing, 56, 77-91.Berry, L. L., Gresham, L. G. and Millikin, N. L. (1990), ―Marketing in retailing: A research agenda‖, TheInternational Review of Retail, Distribution and Consumer Research, 1 (1), 5-16.Berry, L. L., Wall, E. A. and Carbone, L. P. (2006), ―Service clues and customer assessment of the serviceexperience‖, Academy of Management Perspectives, May, 43 – 57.Berry, L.L., Carbon, L. P., Heackel, S. H. (2002) ―Managing the total customer experience‖, MIT SloanManagement Review, 43(3), 85-89.Bitner, M. J. (1992), ―Servicescapes: The impact of physical surroundings on customers and employees‖, Journal ofMarketing, 56, April, 57-71.Blackwell, R. D., Miniard, P. W., and Engel, J. F. (2006), ―Consumer Behaviour‖, New Delhi : South Western –Cengage Learning.Brengman, M. and Willems, K., (2009). ―Determinants of fashion store personality: A consumer perspective‖,Journal of Product and Brand Management, 18 (5), 346-355.Brodie, R.J., Hollebeek, L.D., Juric. B. and Ilic, A. (2010), ―Customer engagement: Conceptual domain,fundamental propositions, and implications for research‖, Journal of Service Research, 14(3) 252-271.Burns, D.J. and Neisner, L. (2006) ‗Customer satisfaction in retail setting‘, International Journal of Retail andDistribution Management, 34(1), 49-66.Carmines, E.G. and Zeller, R.A. (1988), ―Reliability and Validity Assessment”, Beverly Hills, CA: Sage,Carpenter and Moore (2009), ―Utilitarian and hedonic shopping value in the US discount store‖, Journal of Retailingand Consumer Services, 16, 68-74,Carpenter, J. M. and Moore, M. (2006), ―Consumer demographics, store attributes, and retail format choice in theU.S. grocery market‖, International Journal of Retail and Distribution Management, 34 (6), 434-452.Carpenter, J. M., Moore, M. and Fairhurst, A. E. (2005), ―Consumer shopping value for retail brands‖, Journal ofFashion Marketing and Management, 9 (1), 43-53.Churchill, Jr, G A (1979). ―A Paradigm for Developing Better Measures,‖ Journal of Marketing, 16(1), 64-73.Cox, A. D., Cox, D. and Anderson, R. D. (2005), ―Reassessing the pleasures of store shopping‖, Journal of BusinessResearch, 58, 250-25.Crosby, L. A. and Johnson, S. L. (2007), ―Experience required‖, Marketing Management, July/August, 21-28.Dabholkar, P., Thorpe, D.I. and Rentz, J.O. (1996), ―A measure of service quality for retailing stores: scaledevelopment and validation‖, Journal of the Academy of Marketing Science, 24 (1), 3-16.
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Proceedings2012 ACADEMY OFINDIAN MA
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Anna-Lena Ackfeldt and *Neeru Malho
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A few studies have explored audienc
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Referring to Table II, data also re
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Table I.Descriptive statisticsMean
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Developing a Conceptual Framework f
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1. IntroductionLuxury has its origi
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Figure 1: Dimensions that different
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(India and China to spur luxury gro
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(―Premium Brands Luxuriate in Chi
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use of these forms of money for lux
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the latest additions to the brands
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Western individualism (Ramamoorthy,
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watches to satisfy themselves and t
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It may be stated that the different
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―JWT releases first ever study on
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Wiedmann, K. P., Hennings, N. and S
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(Source: TRAI)India is the second l
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suggested that benchmarking of the
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Kapoor 1 reported that business sub
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The parameters for which the respon
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Four factors were extracted, togeth
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DiscussionThe key insights from the
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eturn on marketing investment. Reta
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What is Proximity marketing?Proximi
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Conjoint AnalysisFor identifying di
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Government service/ retail organiza
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Local franchisees too prefer the re
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Adoption of alternate Technologies-
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ooth_campaign.htmlMcGovern, G.J., C
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Smirnova Maria, 0079217505094, smir
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strategy, the less might be importa
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CustomerorientationH1aPlatforminnov
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Morgan, R.E. & Berthon, P. (2008).
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judged. On the other hand, Brand (1
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hairstyles are ‗Afro-centric‘ o
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METHODSubjectsConvenience sampling
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Use of hair extensions a symptom of
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When asked to state their reasons f
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The third most predominant reason f
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Khumalo, N.P., Jessop, S., Gumedze,
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that influence the diffusion of gra
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future studies. Perry (1998) has br
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acquired during times of a bad catc
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innovation. The adopter might be in
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availability to the adopter, (2) la
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affective responses through nonverb
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Researchers acknowledge that advert
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markets as a form of sexual appeal
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constant, sexual illustrations had
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Table 2Categories and Proposed Cate
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construct Definition Examples of PV
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of understanding the type of persua
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Hovland, R., MacMahan, C., Lee, G.,
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Role of Gratitude and Obligation in
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obligation. Therefore, it is impera
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development of long term business r
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fulfilment of their desire for reco
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intentional, it has incurred some c
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This study is intending to use surv
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Cannon, Joseph P., Ravi S. Achrol,
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Martin, C. A. & Bush, A. J. (2000).
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Can we manage the influence of role
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Affective commitment (AC) refers to
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transactional theory,we draw upon t
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RESULTSConsistent with prior resear
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empowerment are perceived to be hig
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Agarwal, Sanjeev and Sridhar N. Ram
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Meyer, John P. and Natalie J. Allen
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TABLE 1CORRELATIONS FOR THE CONSTRU
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&Prof Geoff Bick(E: geoff.bick@gsb.
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and Reinartz, 2006) and sales (Ahea
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The discourse on CRM has made a tre
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These studies demonstrate that impl
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3. Conceptual frameworkThis section
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This approach is fully supported by
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The table below presents the verbat
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given by respondents are given in t
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With regards toinstitutional factor
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REFERENCESAhearne, M., Rapp, A., Ma
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(5), pp.485-508Gupta, S., Lehmann,
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RIA Policy Brief N.1, pp1-4.Scott,
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In order to understand individual c
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Research DesignResource based view
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Frank H.A. and D‘Souza J. (2004),
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Yang Q., Mudambi R. and Meyer K.E.
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INTRODUCTIONPeople in various parts
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More importantly, environmental con
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However, a number of studies have i
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pro-environmental behaviour.ANTECED
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Role of family is particularly rele
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was further revealed that though co
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This paper provides comprehensive f
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Lepisto, L. R. (1974). An Empirical
Page 198 and 199: Zimmer, M., Stafford, T. F., and St
Page 200 and 201: HypothesesCSP and Brand Equity: Ins
Page 202 and 203: Rural Penetration of Life Insurance
Page 204 and 205: life) held by an Indian consumer is
Page 206 and 207: the state of Andhra Pradesh, micro
Page 208 and 209: The data wascollected from the agen
Page 210 and 211: The percentage of ULIP business to
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Page 214 and 215: Significance of t-test is less than
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Page 218 and 219: Physical presence of at least satel
Page 220 and 221: Examining the association between G
Page 222 and 223: Cross-tab analysis of economic gree
Page 224 and 225: Holbrook, M. B. (1986). Emotion in
Page 226 and 227: Model 2 - Formative Second Order Fa
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Page 230 and 231: Measurement Model Misspecification
Page 232 and 233: DR. RAJNISH JAINAssociate Professor
Page 234 and 235: Modern retailing is aimed at facili
Page 236 and 237: and further reported that mood, inv
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Page 240: Scale Development: Scientific proce
Page 243 and 244: Confirmatory Factor Analysis: Explo
Page 246 and 247: DISCUSSION
Page 250 and 251: Diep, V. and Sweeny, V. (2008), ―
Page 252 and 253: Sandstorm, S., Edvardsson, B., Kris
Page 254 and 255: 2. LITERATURE REVIEW2.1. Competing
Page 256 and 257: customer satisfaction (Bolton 1998,
Page 258 and 259: To account for common method varian
Page 260 and 261: elevant in emerging markets, it als
Page 262 and 263: other distribution systems, who (c)
Page 264 and 265: Deighton 2009) from the marketer to
Page 266 and 267: some of the leading academic resear
Page 268 and 269: Schultz, D., and Charles Patti (200
Page 270 and 271: Coping With Service Failure: The mo
Page 272 and 273: stress. Secondary appraisal relates
Page 274 and 275: Prior studies have extensively stud
Page 276 and 277: the disparaging effects of service
Page 278 and 279: students were recruited from variou
Page 280 and 281: Main effects of brand reputationRes
Page 282 and 283: The main objective of this study wa
Page 284 and 285: customers reason out the potential
Page 286 and 287: There are several limitations to th
Page 288 and 289: Smith, A. K., Bolton, R. N., & Wagn
Page 290 and 291: QuickTime and adecompressorare need
Page 292 and 293: QuickTime and adecompressorare need
Page 294 and 295: Brand Communities on Social Network
Page 296 and 297: The social networking site revoluti
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strategy due to its impact brand tr
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QuickTime and adecompressorare need
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Cova, B., & Pace, S. (2006). Brand
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Spectator-Based Brand Equity and In
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(www.gallup.com) in mid 2009, it wa
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Team-branding, thus, becomes an imp
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students. These items were measured
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Gladden, J.M. and Funk, D.C. (2002)
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Impact of Sensory Branding on Consu
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were selected by the consumers with
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Reaction to Advertisements and Bran
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„service‟ as ―an act or perfo
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proposed attributes that customers
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There are some limitations inherent
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SERQUAL Scale‖, Journal of Retail
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capabilities for stakeholder engage
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arrived at a consensus. Independent
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different levels of government to p
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NGOs and CBOs. In addition, the cor
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the information generated at each l
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A nation‘s capacity embodies the
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―…there is a lot of good work b
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manifested in many forms. Following
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Grindle, M. 1996. Challenging the S
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impacts of message concreteness in
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2004; Lee, Keller, and Sternthal 20
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Second, to examine the manipulation
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The message concreteness manipulati
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instructions) to different kinds of
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Processing: Review and Extensions,
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May, 2012a. Lillian L. Cheng, Cheng
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senses from experiences. It is a ba
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Acceptability and the Type of Infor
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IntroductionRetail banking is an es
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servicescape of retail banks in Sin
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specific aspects of service environ
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commenting in 1970 that ―For bran
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well as NSSM theory leaves signific
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experience inside the servicescape
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Several observational visits were p
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spending your time there. I don‘t
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‗Our bank is located in the centr
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That servicescape can be utilized s
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McGivern, Y. (2006). The Practice o
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