The controllable elements of the total retail experience : a study of clothing shoppers

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dc.contributor.authorTerblanche, N. S.en_ZA
dc.contributor.authorBoshoff, C.en_ZA
dc.date.accessioned2013-01-23T13:47:09Z
dc.date.available2013-01-23T13:47:09Z
dc.date.issued2003
dc.descriptionCITATION: Terblanche, N. S. & Boshoff, C. 2003. The controllable elements of the total retail experience : a study of clothing shoppers. South African Journal of Economic and Management Sciences, 6(1), doi:10.4102/sajems.v6i1.3331.
dc.descriptionThe original publication is available at https://sajems.org
dc.description.abstractRetail clothing stores continually have to adapt to marketplace demands to remain competitive. Customer retention has become a major objective for many clothing retailers. This study combines the management of a number of the controllable personal and non-personal elements that a customer are exposed to and interacts within a retail store, as part of the shopping experience. The data analysis procedures closely followed the guidelines for scale development suggested by Churchill (1979). The empirical results suggest that there are five dimensions considered important by consumers when assessing their satisfaction with a total retail experience in a clothing store. These are: merchandise value, internal store environment, personal interaction with staff, merchandise variety and complaint handling.
dc.description.urihttps://sajems.org/index.php/sajems/article/view/3331
dc.description.versionPublisher's version
dc.format.extent16 pages
dc.identifier.citationTerblanche, N. S. & Boshoff, C. 2003. The controllable elements of the total retail experience : a study of clothing shoppers. South African Journal of Economic and Management Sciences, 6(1), doi:10.4102/sajems.v6i1.3331.
dc.identifier.issn2222-3436 (online)
dc.identifier.urihttp://hdl.handle.net/10019.1/77458
dc.language.isoen
dc.publisherAOSIS
dc.rights.holderAuthors retain copyright
dc.subject.otherClothing industry -- South Africaen_ZA
dc.subject.otherRetail tradeen_ZA
dc.titleThe controllable elements of the total retail experience : a study of clothing shoppersen_ZA
dc.typeArticle
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