| Popis: |
This paper outlines an exploratory analysis of a much larger study on the effect of servicescapes and experiential values on loyalty intention within the context of department stores. Shoppers to department stores are exposed to a variety of servicescape elements such as ambience, atmospherics and sight and smell. Such elements are likely to create distinct experiences, and these may have an impact on shoppers’ revisit intention to the department stores. This study operationalizes loyalty intention through revisit intention to the store, and based on the shoppers’ responses to Aeon outlet in Bukit Tinggi Klang, it is found that servicescape and experiential values do influence loyalty intention. Although there may be other variables affecting loyalty intention among shoppers, it can be established that servicescapes and experiential values do play a role in creating a positive outcome, and as such, the findings may be useful to both academics and practitioners. |
