Browsing by Author "Terblanche, N. S."
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- ItemCustomer interaction with controlled retail mix elements and their relationships with customer loyalty in diverse retail environments(Academy of Business and Retail Management, 2017) Terblanche, N. S.Customer loyalty as an outcome holds various advantages for a retailer. It is therefore important that a retailer provides the type and level of retail mix elements for interaction that customers’ desire and which results in customer loyalty. In this study four elements of the retail mix offered by three diverse retailers and their relationships with customer loyalty were investigated.The findings clearly indicate that retail mix elements desired by customers vary by type of retailer. Supermarket customers’ interactions with merchandise value leads to loyalty whilst loyalty of customers of a health, beauty and lifestyle retailer (HBL), is the outcomes of positive relationships between their interaction with merchandise value and frontline staff.
- ItemHIV/Aids fear appeal advertisements directed at different market segments : some considerations for corporate sponsors and NPO's(AOSIS Publishing, 2013-12-31) Terblanche-Smit, M.; Terblanche, N. S.The purpose of social advertising is to influence human behaviour for societal benefit. Given concern about the Aids pandemic in South Africa, this study used structural equation modelling and partial least squares to investigate whether the use of fear in social advertising increases the likelihood of adopting appropriate behaviour pertaining to HIV/Aids prevention. Fear, attitude towards the advertisements, severity, susceptibility, response efficacy and self-efficacy were examined for their effect on behavioural intent of young adults within specific market segments. Relationships were found among susceptibility, fear, attitude, and behavioural intent, and different relationship paths were identified for segments based on gender and culture/racial groupings. These differences show the value in tailoring fear appeals to different segments when addressing social cause advertisements.
- ItemMeasuring customer satisfaction with some of the elements of the total retail experience : an exploratory study(AOSIS, 2001) Terblanche, N. S.; Boshoff, C.Total retail experience is, for the purposes of this study, defined as all the elements that encourage or inhibit consumers during their contact with a retailer. This article reports on the influence of three dimensions of consumers’ total retail experience on their satisfaction levels. The items used to measure the theoretical model demonstrate sufficient reliability and discriminant validity. The theoretical model is then tested using a structural equation modeling approach. Although not a test of a comprehensive model of the total retail experience, the study does shows that the personal interaction between retail employee and customer on the one hand, and physical cues on the other hand, impact strongly on customer satisfaction.
- ItemMeasuring customer satisfaction with the controllable elements of the in-store shopping experience(AOSIS, 2001) Terblanche, N. S.; Boshoff, C.Evidence from various sources suggests that satisfaction with the individual components of an in-store shopping experience will result in customer satisfaction which will lead to customer retention and loyalty over the long term. It is argued that the in-store shopping experience (ISE) at store level consists of a variety of different dimensions that can be controlled by the retailer. This study reports on two phases of a long-term study on the controllable elements of the in-store shopping experience. Closely following the guidelines for multi-item scale development suggested by Churchill (1979) and based on the results of two empirical surveys, it is concluded that there are five dimensions of importance to consumers when assessing their satisfaction with an in-store shopping experience. These dimensions are merchandise value, personal interaction, merchandise variety, internal store environment and complaint handling. The proposed instrument in its current form demonstrates high levels of reliability, discriminant validity, convergent validity and construct validity.