期刊
JOURNAL OF RETAILING AND CONSUMER SERVICES
卷 76, 期 -, 页码 -出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2023.103583
关键词
COVID-19; Pandemic; Shopping malls; Customer value; Customer experience
类别
This study collected data from shoppers before and after the COVID-19 pandemic and found that control protocols implemented during the pandemic may have changed the values and experiences customers seek within shopping malls. In the post-pandemic era, utilitarian and transactional value have a stronger influence on customer's functional experience, leading to revisit intentions, whereas hedonic and social interaction value have a weaker influence on the customer's social experience within shopping malls.
Recently published exploratory research has suggested COVID-19 control protocols implemented during the pandemic may have altered the values and experiences customers seek within shopping malls. We refer to this as a shift from 'traditional' to 'transformed'. This current study responds directly to calls for a deeper understanding of changes in post-pandemic consumer behaviour. Data were collected from shoppers via an online survey in two stages - pre-COVID (n = 356) and post-COVID (n = 367). Structural Equation Modelling (SEM) was employed to test the developed hypotheses, with the key objective to determine if the relationships between the variables have changed. Path invariance was tested using the structural invariance technique, finding the model differed between pre-COVID and post-COVID time points. Results indicate in a post-COVID era, utilitarian and trans-actional value have a stronger influence on customer's functional experience, leading to revisit intentions, whereas hedonic and social interaction value, have a weaker influence on the customer's social experience within shopping malls. Contributions to knowledge and practice are offered.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据