Shop until you drop? An exploratory analysis of mall experiences

Gilboa, Shaked; Vilnai‐Yavetz, Iris

doi:10.1108/03090561311285538

Cited by 51 publications

(77 citation statements)

References 43 publications

(86 reference statements)

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“…The prime interest of such studies has been to determine how the environment influences perceptions of products and stores and -ultimately -how this can be manipulated to maximise sales. However, taking a consumer perspective, making purchases is only one aspect of the overall shopping experience, which has other social and sensory elements such as the opportunity to congregate in comfort and safety (Bloch et al, 1994;Gilboa & Vilnai-Yavetz, 2013;Ng, 2003).…”

Section: Modelling Consumer Response Through Qualitative and Narrativmentioning

confidence: 99%

“…A similar phenomenon has been described in relation to strategies deployed by the museum visitor (Rounds, 2004), as will be described in Section 2.16.1.4. In another study of over 100 narratives of mall experiences (Gilboa & Vilnai-Yavetz, 2013), four distinct ways emerged that customers conceptualised the mall and described their experiences:…”

Section: Modelling Consumer Response Through Qualitative and Narrativmentioning

confidence: 99%

“…They seem to be particularly sensitive to the attracting stimuli of the environment, whereas utilitarian "functional place" shoppers appear to ignore attracting stimuli and only pay attention to facilitating stimuli if they are relevant to achieving their planned purchase goals. The social arena experience is also classified as hedonic, although the mall environment did not particularly feature in social experience narratives (Gilboa & Vilnai-Yavetz, 2013). However, a likely unspoken assumption is that malls offer a safe, comfortable and predictable environment in which to socialise.…”

Section: Functional Placementioning

confidence: 99%

“…Several researchers have called for retail atmospherics research to move beyond experimental manipulation and into more nuanced and naturalistic enquiry (Bloch, Ridgway, & Dawson, 1994;Ng, 2003;Turley & Milliman, 2000). Such studies remain relatively limited, although a body of research is beginning to accumulate (Ballantine et al, 2010;Custers, de Kort, IJsselsteijn, & de Kruiff, 2010;Gilboa & Vilnai-Yavetz, 2013;Joy, Wang, Chan, Sherry, & Cui, 2014;Underhill, 1999Underhill, , 2004.…”

Section: Introduction To Atmosphericsmentioning

confidence: 99%

“…Some shoppers have likened the tactile experience of trying and handling merchandise to that of being in an interactive museum. Like a museum visit, to these customers the act of shopping is an opportunity to enjoy the aesthetics of the environment, gain inspiration, and learn about new things (Gilboa & Vilnai-Yavetz, 2013). Likewise, luxury brands make use of a contemporary art gallery aesthetic to position themselves as arbiters of good taste (Joy et al, 2014).…”

Section: Introduction To Atmosphericsmentioning

confidence: 99%

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Design factors in the museum visitor experience

Forrest¹

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Over the past half-century, museums have evolved from being predominantly cultural repositories to playing an important social role as venues for educational leisure experiences. Accompanying this development has been an increased emphasis on optimising the visitor experience. The physical context of the museum has long been recognised as an important facet of the visitor experience (Falk & Dierking, 2000). However, the way that visitors perceive and respond to different types of exhibition environments on a holistic level has received relatively little research attention until recently. A key limitation in advancing research in this area has been a paucity of methods for quantifying and analysing visitor perceptions of the exhibition environment beyond simple measures of satisfaction. In order to address this gap, this thesis describes the development of a model for characterising how visitors perceive different exhibition environments -Perceived Atmosphere -and relates it to different facets of the visitor experience.As part of this study, a quantitative instrument known as the Perceived Atmosphere Instrument was piloted and refined. This allows the relationship between exhibition environment and visitor experience to be explored in greater depth. Development of Perceived Atmosphere was informed by environmental psychology, in particular environmental cognition, theories of spatial perception and the research field known as atmospherics (Kotler, 1974). Atmospherics is the study of the influence of retail environments and other service settings on customer attitudes and behaviour, and this study applied similar methods to a museum context. Both qualitative and quantitative data were collected to explore and compare visitors' perceptions of different exhibition environments at the South Australian Museum, a large natural and cultural history museum located in Adelaide, Australia. Qualitative data were collected through 12 prearranged accompanied visits to the museum, while quantitative data were collected from 602 visitors to the museum who agreed to participate in the study by completing a questionnaire that incorporated the Perceived Atmosphere Instrument. In addition, a small number of participants (n = 60) were unobtrusively tracked prior to completing the survey, allowing some preliminary analysis of the relationship between Perceived Atmosphere and visitor behaviour.Factor analysis of the 30 semantic differentials that comprise the Perceived Atmosphere Instrument produced a four factor solution interpreted as Vibrancy, Spatiality, Order and Theatricality. There were statistically significant differences between galleries on three of these four dimensions. These differences were interpretable in light of each gallery's physical characteristics, but also indicate ii that a space's perceived affordances are as important as its measurable physical properties. Of the Perceived Atmosphere dimensions, Vibrancy is the strongest predictor of affective, cognitive and behavioural engagement. Spatiality is a p...

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Section: Modelling Consumer Response Through Qualitative and Narrativmentioning

confidence: 99%

Section: Modelling Consumer Response Through Qualitative and Narrativmentioning

confidence: 99%

Section: Functional Placementioning

confidence: 99%

Section: Introduction To Atmosphericsmentioning

confidence: 99%

Section: Introduction To Atmosphericsmentioning

confidence: 99%

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Design factors in the museum visitor experience

Forrest¹

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

Gilboa

Vilnai‐Yavetz

Chebat

2015

J of Consumer Behaviour

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Many constructs have been tied to the customer experience in shopping malls, including hedonic shopping motivations, activities, excitement, and emotional and cognitive reactions. Yet the literature has not addressed the notion of the mall experience as a construct in and of itself. The current research aim is to conceptualize the mall experience through the development and validation of a measurement scale. We present a four-stage process of scale development and validation, based on three studies with four separate samples of mall shoppers, in which the final stage employs the scale to predict mall equity and loyalty. The suggested scale offers a quantitative measurement of four different mall experiences-seductive, functional, social recreation, and social scene-which differ in their components. This work extends theory in understanding, conceptualizing, and measuring the customer experience in the retail space. On the practical level, the developed scale can serve as a means for planning a mall's marketing mix and launching marketing campaigns in order to attract various groups of customers.

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A task-based fuzzy integrated MCDM approach for shopping mall selection considering universal design criteria

Can

Delice

2018

Soft Comput

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Shop until you drop? An exploratory analysis of mall experiences

Cited by 51 publications

References 43 publications

Design factors in the museum visitor experience

Design factors in the museum visitor experience

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

A task-based fuzzy integrated MCDM approach for shopping mall selection considering universal design criteria

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