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Full-Text Articles in Sales and Merchandising
Do Australian And American Consumers Differ In Their Perceived Shopping Experiences?, Marilyn Jones, Sonya Vilches-Montero, Mark Spence, Sevgin Eroglu, Karen Machleit
Do Australian And American Consumers Differ In Their Perceived Shopping Experiences?, Marilyn Jones, Sonya Vilches-Montero, Mark Spence, Sevgin Eroglu, Karen Machleit
Mark Spence
Purpose - The purpose of this paper is to present findings from an experiment designed to test the impact of crowding perceptions (both human and spatial), emotions (positive and negative) and shopping values (utilitarian and hedonic) on shopper satisfaction. Culture is explored as a moderating variable with the expectation that it systematically affects perceptions and values, which, in turn, influence the shopper's experience with the store.
Design/methodology/approach - Data were collected via a 2 x 2 x 2 full factorial between subjects design with two variables, one manipulated and one measured. The two manipulated variables were spatial density (high versus …
Customer Satisfaction Index Of Singapore 2013: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2013: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. Customer responses are derived from Singapore’s resident population and visiting tourists, primarily through face-to-face surveys. This study serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2013. Singapore’s 2013 national score is computed using the data collected during these four quarters.