Capturing the multiple facets of mall experience: Developing and validating a scale

Gilboa, Shaked; Vilnai‐Yavetz, Iris; Chebat, Jean Charles

doi:10.1002/cb.1531

Cited by 32 publications

(36 citation statements)

References 63 publications

(124 reference statements)

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“…Additionally, it has been posited that brand experience can occur at the brand promise (Merrilees, 2017), pre, during, and post consumption stages (Brakus et al, 2009). However, the amount of time that is required for an experience is unclear; bringing into question whether it is the entirety of the event (Goode et al, 2010), a series of events (Morrison and Crane, 2007) or only a small fraction of one event (Gilboa et al, 2016) that allows for an experience. Moreover, this can be extended to the issues of valence, and intensity.…”

Section: The Need For One Term To Express Experience In Marketingmentioning

confidence: 99%

The experience – economy revisited: an interdisciplinary perspective and research agenda

Chevtchouk

Veloutsou

Paton

2021

JPBM

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Purpose The marketing literature uses five different experience terms that are supposed to represent different streams of research. Many papers do not provide a definition, most of the used definitions are unclear, the different experience terms have similar dimensionality and are regularly used interchangeably or have the same meaning. In addition, the existing definitions are not adequately informed from other disciplines that have engaged with experience. This paper aims to build a comprehensive conceptual framework of experience in marketing informed by related disciplines aiming to provide a more holistic definition of the term. Design/methodology/approach This research follows previously established procedures by conducting a systematic literature review of experience. From the approximately 5,000 sources identified in three disciplines, 267 sources were selected, marketing (148), philosophy (90) and psychology (29). To address definitional issues the analysis focused on enlightening four premises. Findings This paper posits that the term brand experience can be used in all marketing-related experiences and proposes four premises that may resolve the vagaries associated with the term’s conceptualization. The four premises address the what, who, how and when of brand experience and aim to rectify conceptual issues. Brand experience is introduced as a multi-level phenomenon. Research limitations/implications The suggested singular term, brand experience, captures all experiences in marketing. The identified additional elements of brand experience, such as the levels of experience and the revision of emotions within brand experience as a continuum, tempered by repetition, should be considered in future research. Practical implications The multi-level conceptualization may provide a greater scope for dynamic approaches to brand experience design thus providing greater opportunities for managers to create sustainable competitive advantages and differentiation from competitors. Originality/value This paper completes a systematic literature review of brand experience across marketing, philosophy and psychology which delineates and enlightens the conceptualization of brand experience and presents brand experience in a multi-level conceptualization, opening the possibility for further theoretical, methodological and interdisciplinary promise.

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Section: The Need For One Term To Express Experience In Marketingmentioning

confidence: 99%

The experience – economy revisited: an interdisciplinary perspective and research agenda

Chevtchouk

Veloutsou

Paton

2021

JPBM

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“…On the other hand, an organism is defined as a process occurs between the stimuli of a person and the reaction taken. It includes feeling, physiological, cognitive response, and arousal (Dedeoglu, Bilgihan, Ye, Buonincontri, & Okumus, 2018;Gilboa, Vilnai-Yavetz, & Chebat, 2016). Therefore, positive feelings will lead to positive responses to the shopping mall.…”

Section: Stimulus-organism-response (Sor) Modelmentioning

confidence: 99%

Shopping Mall Attributes: Tourist Satisfaction and Loyalty

Mansori¹,

Chin²

2019

Management Dynamics in the Knowledge Economy

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Tourism shopping has become an important motive for traveling. Yet, research on tourists' satisfaction and loyalty towards shopping malls is still in the nascent stage. Given that, the objective of this study is to examine and justify the factors that influence tourists' satisfaction during their shopping experiences. To test the proposed hypotheses of this study, 1000 self-administrated questionnaires were distributed using the convenience non-probability sampling method among international tourists who have visited the mega shopping malls in Malaysia. The findings revealed that variables like communication, accessibility, and convenience, tangibility and facilities, pleasure and entertainment, as well as product assortment have a positive and significant impact on tourists' satisfaction and loyalty in the shopping malls. The contribution of this research is to evaluate the relationships between the variables and tourists' shopping satisfaction. The findings of this research can assist the shopping mall management team to provide more tailor-made products and experience for tourists. In line with this, the theory of planned behavior, the disconfirmation model and stimulus-organism-response model are applied in this study.

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“…• Convenience -this finding indicates that location of a mall is important with regard to both residence and public transport. Gilboa, Vilnai-Yavetz and Chebat (2016) cite Lee et al as stating in 2013 that the idea of understanding customer experience in a shopping mall is important in view of the increase in competition that malls have been experiencing from alternative formats such as more traditional shopping environments and online retailing.…”

Section: Attitudes and Perceptions Towards Mall Shoppingmentioning

confidence: 99%

A comparative investigation into the changing use of shopping malls in Germany and South Africa

Mason¹,

Dobbelstein²,

Corbishley³

2019

JBRMR

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Based on the decline in development of new, and use of existing, shopping malls that is happening in the USA due mainly, it seems, to e-shopping, a comparative study was conducted to investigate perceptions of shopping malls and their use in Germany (a developed country) and South Africa (a developing country). Are attitudes towards mall shopping changing, or are there other factors influencing changes in mall shopping, e.g. increase in e-shopping, lack of security (especially effect of crime in South Africa), preference for localised shopping, etc.?A questionnaire was developed from the literature and distributed via e-mail to a comprehensive database of consumers, collecting a pre-set, socio-demographic quota sample from the defined target groups. The resultant data was analysed using relevant descriptive, inferential and multivariate statistics to identify the importance of the various factors.The main finding was that South African consumers are increasingly using shopping malls, whereas German consumers are using malls slightly less than they did 2 to 3 years ago. South Africans would like to see better entertainment and unique experiences in malls, while Germans would like to see malls developing a stronger identity, integrating themselves more into their communities and acting for the good of the community they serve.

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Capturing the multiple facets of mall experience: Developing and validating a scale

Cited by 32 publications

References 63 publications

The experience – economy revisited: an interdisciplinary perspective and research agenda

The experience – economy revisited: an interdisciplinary perspective and research agenda

Shopping Mall Attributes: Tourist Satisfaction and Loyalty

A comparative investigation into the changing use of shopping malls in Germany and South Africa

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