Please use this identifier to cite or link to this item:
http://hdl.handle.net/10071/9984
Author(s): | Marques, S. Cardoso, M. Palma, A. |
Date: | 2013 |
Title: | Environmental factors and satisfaction in a specialty store |
Volume: | 23 |
Number: | 4 |
Pages: | 456-474 |
ISSN: | 0959-3969 |
Keywords: | Consumer perceptions Consumer satisfaction Store environment |
Abstract: | Given the intense competition experienced in the sector, retailers have been designing strategies to create an environment conducive to consumer satisfaction and purchase, particularly in supermarkets and hypermarkets. This paper develops a conceptualization of customer satisfaction based on field data collected in a specialty store, focusing on the relative importance of the environmental factors on satisfaction. The results show that the most important environmental determinant of customer satisfaction is the variety of products. The help from employees, lighting, layout and design also stand out from the set of stimuli considered. |
Peerreviewed: | Sim |
Access type: | Embargoed Access |
Appears in Collections: | BRU-RI - Artigos em revistas científicas internacionais com arbitragem científica |
Files in This Item:
File | Description | Size | Format | |
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publisher_version_International_Review_of_Retail.pdf Restricted Access | 234,82 kB | Adobe PDF | View/Open Request a copy |
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