Exploratory Study on Influencing Factors of Department Store from Customer Experience
The paper firstly reviews related literature. It explores customer experiential influencing factors in department stores by qualitative and quantitative methods. This exploratory study finds that customer experience in department stores depends on factors of customer dimension, context dimension, transport dimension and reputation dimension. Customer dimensional factors include hedonic orientation and utilitarian orientation. Context dimensional factors include shopping environment, retail atmosphere, product value, service functional quality, leisure facility quality and general technical quality. Transport dimensional factors concern transport convenience. Reputation dimensional factors concerns store reputation. Based on the above findings, the model of customer experiential influencing factors is constructed. Some managerial implications and studies directions in the future are pointed out in the end.
Department store Customer experience Influencing factors
WEN Tao
School of Economics and ManagementDalian University,P.R.China,116622
国际会议
2008 International Conference of Management Science and Engineering(2008管理科学与工程国际学术会议)
河南焦作
英文
1357-1361
2008-11-01（万方平台首次上网日期，不代表论文的发表时间）