Conceptualising town centre image and the customer experience
Conceptualising town centre image and the customer experience
复制标题
构思城镇中心形象和客户体验
DOI：
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发表时间：
2013
期刊：
影响因子：
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通讯作者：
J. Cadogan
中科院分区：
文献类型：
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作者：
C. Hart;Grazyna B. Stachow;J. Cadogan
摘要：与商店形象文学相比，城镇中心作为零售形象语境的挖掘还不够充分。本文通过对536名消费者进行实证研究，以引出五个城镇中心的首选图像，来检验城镇中心形象的含义。经过广泛的内容分析和严格的复制，研究结果揭示了比以前在文献中假设的更广泛，整体的图像结构。新的心理，城镇中心形象的无形元素被确定，确认需要测量特定的零售环境的形象。此外，借鉴客户体验框架，开发了城镇中心形象的概念模型。该模型为城镇中心形象的未来概念化和操作化提供了基础，并结合了管理城镇中心客户体验的方法。
Abstract Compared with store image literature, the town centre is underexplored as a retail image context. This paper examines what is meant by town centre image by conducting an empirical study of 536 consumers to elicit top-of-mind images of five town centres. Following extensive content analysis and rigorous replication, the findings reveal a broader, holistic image construct than previously assumed in the literature. New psychological, intangible elements of town centre image are identified, confirming the need to measure image specific to the retail context. Further, drawing on the customer experience framework, a conceptual model of town centre image is developed. The model provides the basis for future conceptualisation and operationalisation of town centre image, combined with an approach for managing the customer experience in town centres.