International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

Frequency: 12
line decor
  
line decor

 Volume 8, Issue 5 (May 2021), Pages: 20-29

----------------------------------------------

 Original Research Paper

 Title: An integrative framework of retailscape: Case of grocery retail stores in Saudi Arabia

 Author(s): Saad Alflayyeh 1, Haseebullah Abdul Naeem 2, *

 Affiliation(s):

 1Management Department, College of Business, Majmaah University, Majma'ah, Saudi Arabia
 2Department of Marketing, College of Business, King Saud University, Riyadh, Saudi Arabia

  Full Text - PDF          XML

 * Corresponding Author. 

  Corresponding author's ORCID profile: https://orcid.org/0000-0003-2301-7094

 Digital Object Identifier: 

 https://doi.org/10.21833/ijaas.2021.05.003

 Abstract:

The aim of this study is to highlight the importance of retailscapes and their elements and how these elements can enhance customer patronage. The study, therefore, considered customer mood as moderating between retailscapes and customer joy that further leads to customer patronage. Past studies considered some retailscapes elements in a different context such as pure services industries. In contrast, this study considered the retail industry. In order to obtain study findings, a convenient sampling technique was used to collect data from targeted respondents. Respondents were the visitors of different retail stores. Since the study was limited to a single city, therefore data were collected in the capital city Riyadh of Saudi Arabia. 300 questionnaires were distributed among the customers, 289 responses were valid and the rest were discarded due to incomplete information. Collected data were analyzed using Smart-PLS and SPSS. Considered hypotheses were tested and found a significant relationship. Results clearly indicating that retailscapes have the ability to influence customer’s patronage by considering retailscape elements in the retail industry. 

 © 2021 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords: Retailscape, Customer mood, Customer joy, Customer patronage

 Article History: Received 6 October 2020, Received in revised form 6 January 2021, Accepted 14 January 2021

 Acknowledgment 

The authors extend their appreciation to the Deanship of Scientific Research at King Saud University for financing the study through the Research Center of College of Business Administration.

 Compliance with ethical standards

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

  Alflayyeh S and Naeem HA (2021). An integrative framework of retailscape: Case of grocery retail stores in Saudi Arabia. International Journal of Advanced and Applied Sciences, 8(5): 20-29

 Permanent Link to this page

 Figures

 Fig. 1 Fig. 2

 Tables

 Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 

----------------------------------------------

 References (68)

  1. Ahmed ZU, Ghingold M, and Dahari Z (2007). Malaysian shopping mall behavior: An exploratory study. Asia Pacific Journal of Marketing and Logistics, 19(4): 331-348. https://doi.org/10.1108/13555850710827841   [Google Scholar]
  2. Ali F and Omar R (2014). Determinants of customer experience and resulting satisfaction and revisit intentions: PLS-SEM approach towards Malaysian resort hotels. Asia-Pacific Journal of Innovation in Hospitality and Tourism (APJIHT), 3(2): 1-19. https://doi.org/10.7603/s40930-014-0010-2   [Google Scholar]
  3. Ali F, Kim WG, and Ryu K (2016). The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity. Tourism Management, 57: 213-224. https://doi.org/10.1016/j.tourman.2016.06.004   [Google Scholar]
  4. Babin BJ and Darden WR (1996). Good and bad shopping vibes: Spending and patronage satisfaction. Journal of Business Research, 35(3): 201-206. https://doi.org/10.1016/0148-2963(95)00125-5   [Google Scholar]
  5. Beatty SE, Mayer M, Coleman JE, Reynolds KE, and Lee J (1996). Customer-sales associate retail relationships. Journal of Retailing, 72(3): 223-247. https://doi.org/10.1016/S0022-4359(96)90028-7   [Google Scholar]
  6. Bennett DJ and Bennett JD (1981). Making the scene. In: Furnham A and Argyle M (Eds.), The psychology of social situations: Selected readings: 18-25. Elsevier, Amsterdam, Netherlands. https://doi.org/10.1016/B978-0-08-023719-0.50010-3   [Google Scholar] PMid:6166449
  7. Berman B and Evans JR (1995). Retail management: Corporate retailing videos. Prentice-Hall, Upper Saddle River, USA.   [Google Scholar]
  8. Bitner MJ (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2): 57-71. https://doi.org/10.1177/002224299205600205   [Google Scholar]
  9. Bloch PH, Ridgway NM, and Dawson SA (1994). The shopping mall as consumer habitat. Journal of Retailing, 70(1): 23-42. https://doi.org/10.1016/0022-4359(94)90026-4   [Google Scholar]
  10. Bustamante JC and Rubio N (2017). Measuring customer experience in physical retail environments. Journal of Service Management, 28(5): 884-913. https://doi.org/10.1108/JOSM-06-2016-0142   [Google Scholar]
  11. Cetin G and Dincer FI (2014). Influence of customer experience on loyalty and word-of-mouth in hospitality operations. Anatolia, 25(2): 181-194. https://doi.org/10.1080/13032917.2013.841094   [Google Scholar]
  12. Chang H (2016). Autoethnography as method. Volume 1, Routledge, Abingdon, UK. https://doi.org/10.4324/9781315433370   [Google Scholar]
  13. Chebat JC and Michon R (2003). Impact of ambient odors on mall shoppers' emotions, cognition, and spending: A test of competitive causal theories. Journal of Business Research, 56(7): 529-539. https://doi.org/10.1016/S0148-2963(01)00247-8   [Google Scholar]
  14. Chiguvi D (2016). Impact of total quality management on customer satisfaction in the retail sector: Case of indigenous supermarkets in Botswana. European Journal of Business and Management, 8: 119-131.   [Google Scholar]
  15. Chin WW (1998). Commentary: Issues and opinion on structural equation modeling. Management Information Systems Quarterly, 22: 7-16.   [Google Scholar]
  16. Chin WW (2010). How to write up and report PLS analyses. In: Esposito Vinzi V, Chin W, Henseler J, and Wang H (Eds.), Handbook of partial least squares: 655-690. Springer, Berlin, Germany. https://doi.org/10.1007/978-3-540-32827-8_29   [Google Scholar]
  17. Cho JY and Lee EJ (2017). Impact of interior colors in retail store atmosphere on consumers’ perceived store luxury, emotions, and preference. Clothing and Textiles Research Journal, 35(1): 33-48. https://doi.org/10.1177/0887302X16675052   [Google Scholar]
  18. Cohen J (1988). Statistical power analysis for the behavioral sciences. 2nd Edition, Lawrence Erlbaum Associates Inc., Hillsdale, USA.   [Google Scholar]
  19. Dennis C, King T, Fiore AM, and Kim J (2007). An integrative framework capturing experiential and utilitarian shopping experience. International Journal of Retail and Distribution Management, 35(6): 421-442. https://doi.org/10.1108/09590550710750313   [Google Scholar]
  20. Detsky AS, Baker JP, Johnston N, Whittaker S, Mendelson RA, and Jeejeebhoy KN (1987). What is subjective global assessment of nutritional status? Journal of Parenteral and Enteral Nutrition, 11(1): 8-13. https://doi.org/10.1177/014860718701100108   [Google Scholar] PMid:3820522
  21. Edwards JS and Gustafsson IB (2008). The five aspects meal model. Journal of Foodservice, 19(1): 4-12. https://doi.org/10.1111/j.1745-4506.2007.00075.x   [Google Scholar]
  22. Edwards S and Shackley M (1992). Measuring the effectiveness of retail window display as an element of the marketing mix. International Journal of advertising, 11(3): 193-202. https://doi.org/10.1080/02650487.1992.11104494   [Google Scholar]
  23. Ford R, Sturman M, and Heaton C (2011). Managing quality service in hospitality: How organizations achieve excellence in the guest experience. Nelson Education, Toronto, Canada.   [Google Scholar]
  24. Fornell C and Larcker DF (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3): 382-388. https://doi.org/10.1177/002224378101800313   [Google Scholar]
  25. Frijda NH (1993). The place of appraisal in emotion. Cognition and Emotion, 7(3-4): 357-387. https://doi.org/10.1080/02699939308409193   [Google Scholar]
  26. Frijda NH (2009). Emotion experience and its varieties. Emotion Review, 1(3): 264-271. https://doi.org/10.1177/1754073909103595   [Google Scholar]
  27. Gardner RC, Lalonde RN, and Moorcroft R (1985). The role of attitudes and motivation in second language learning: Correlational and experimental considerations. Language learning, 35(2): 207-227. https://doi.org/10.1111/j.1467-1770.1985.tb01025.x   [Google Scholar]
  28. Girard M, Girard A, Suppin AC, and Bartsch S (2016). The scentscape: An integrative framework describing scents in servicescapes. Journal of Business Market Management, 9(1): 597-622.   [Google Scholar]
  29. Gohm CL and Clore GL (2000). Individual differences in emotional experience: Mapping available scales to processes. Personality and Social Psychology Bulletin, 26(6): 679-697. https://doi.org/10.1177/0146167200268004   [Google Scholar]
  30. Grossbart SL, Mittelstaedt RA, Curtis WW, and Rogers RD (1975). Environmental sensitivity and shopping behavior. Journal of Business Research, 3(4): 281-294. https://doi.org/10.1016/0148-2963(75)90010-7   [Google Scholar]
  31. Guéguen N (2012). Color and women attractiveness: When red clothed women are perceived to have more intense sexual intent. The Journal of Social Psychology, 152(3): 261-265. https://doi.org/10.1080/00224545.2011.605398   [Google Scholar] PMid:22558822
  32. Hair JF, Hult GTM, Ringle C, and Sarstedt M (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications, New York, USA. https://doi.org/10.15358/9783800653614   [Google Scholar]
  33. Hair JF, Sarstedt M, Hopkins L, and Kuppelwieser VG (2014). Partial least squares structural equation modeling (PLS-SEM). European Business Review, 26(2): 106-121. https://doi.org/10.1108/EBR-10-2013-0128   [Google Scholar]
  34. Han H and Ryu K (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research, 33(4): 487-510. https://doi.org/10.1177/1096348009344212   [Google Scholar]
  35. Han H and Ryu K (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research, 33(4): 487-510. https://doi.org/10.1177/1096348009344212   [Google Scholar]
  36. Harris LC and Ezeh C (2008). Servicescape and loyalty intentions: An empirical investigation. European Journal of Marketing, 42(3/4): 390-422. https://doi.org/10.1108/03090560810852995   [Google Scholar]
  37. Heung VC and Gu T (2012). Influence of restaurant atmospherics on patron satisfaction and behavioral intentions. International Journal of Hospitality Management, 31(4): 1167-1177. https://doi.org/10.1016/j.ijhm.2012.02.004   [Google Scholar]
  38. Isen AM (2000). Some perspectives on positive affect and self-regulation. Psychological Inquiry, 11(3): 184-187.   [Google Scholar]
  39. Jang Y, Ro H, and Kim TH (2015). Social servicescape: The impact of social factors on restaurant image and behavioral intentions. International Journal of Hospitality and Tourism Administration, 16(3): 290-309. https://doi.org/10.1080/15256480.2015.1054758   [Google Scholar]
  40. Kanfer R and Klimoski R (2002). Workplace emotions: Looking back to the future. In: Lord R, Klimoski R, and Kanfer R (Eds.), Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior: 473-490. Pfeiffer Publisher, Hoboken, USA.   [Google Scholar]
  41. Kim H and Choi B (2013). The influence of customer experience quality on customers' behavioral intentions. Services Marketing Quarterly, 34(4): 322-338. https://doi.org/10.1080/15332969.2013.827068   [Google Scholar]
  42. Kline RB (2015). Principles and practice of structural equation modeling. Guilford Publications, New York, USA.   [Google Scholar]
  43. Kotler P (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4): 48-64.   [Google Scholar]
  44. Loudon DL and Bitta AJ (1993). Consumer behavior. McGraw-Hill Inc., New York, USA.   [Google Scholar]
  45. Lucia-Palacios L, Pérez-López R, and Polo-Redondo Y (2016). Cognitive, affective and behavioural responses in mall experience. International Journal of Retail and Distribution Management, 44(1): 4-21. https://doi.org/10.1108/IJRDM-05-2014-0061   [Google Scholar]
  46. Mano H (1999). The influence of pre-existing negative affect on store purchase intentions. Journal of Retailing, 75(2): 149-172. https://doi.org/10.1016/S0022-4359(99)00002-0   [Google Scholar]
  47. Mari M and Poggesi S (2013). Servicescape cues and customer behavior: A systematic literature review and research agenda. The Service Industries Journal, 33(2): 171-199. https://doi.org/10.1080/02642069.2011.613934   [Google Scholar]
  48. McIlroy A and Barnett S (2000). Building customer relationships: do discount cards work? Managing Service Quality: An International Journal, 10(6): 347-355. https://doi.org/10.1108/09604520010351491   [Google Scholar]
  49. Morin CM and Espie CA (2007). Insomnia: A clinical guide to assessment and treatment. Springer Science & Business Media, Berlin, Germany.   [Google Scholar]
  50. Newman K (2007). Therapeutic action in self psychology. The Psychoanalytic Quarterly, 76(sup1): 1513-1546. https://doi.org/10.1002/j.2167-4086.2007.tb00319.x   [Google Scholar] PMid:18286760
  51. Osman S, Ong FS, Othman MN, and Khong KW (2014). The mediating effect of mood on in-store behaviour among Muslim shoppers. Journal of Islamic Marketing, 5(2): 178-197. https://doi.org/10.1108/JIMA-01-2013-0005   [Google Scholar]
  52. Ostrom AL, Bitner MJ, Brown SW, Burkhard KA, Goul M, Smith-Daniels V, and Rabinovich E (2010). Moving forward and making a difference: Research priorities for the science of service. Journal of Service Research, 13(1): 4-36. https://doi.org/10.1177/1094670509357611   [Google Scholar]
  53. Panichpathom S (2016). Building customers’ re-patronage intention through service quality of community mall in Bangkok. Entrepreneurial Business and Economics Review, 4(2): 9-25. https://doi.org/10.15678/EBER.2016.040202   [Google Scholar]
  54. Pine BJ, Pine J, and Gilmore JH (1999). The experience economy: Work is theatre and every business a stage. Harvard Business Press, Brighton, USA.   [Google Scholar]
  55. Pinto MB and Leonidas L (1995). The impact of office characteristics on satisfaction with medical care: A "before and after" analysis. Health Marketing Quarterly, 12(2): 43-54. https://doi.org/10.1300/J026v12n02_05   [Google Scholar] PMid:10141083
  56. Porteous DJ, Dorin JR, McLachlan G, Davidson-Smith H, Davidson H, Stevenson BJ, and Kallmeyer G (1997). Evidence for safety and efficacy of DOTAP cationic liposome mediated CFTR gene transfer to the nasal epithelium of patients with cystic fibrosis. Gene Therapy, 4(3): 210-218. https://doi.org/10.1038/sj.gt.3300390   [Google Scholar] PMid:9135734
  57. Rai AK and Medha S (2013). The antecedents of customer loyalty: An empirical investigation in life insurance context. Journal of Competitiveness, 5(2): 139-163. https://doi.org/10.7441/joc.2013.02.10   [Google Scholar]
  58. Ramayah T, Cheah J, Chuah F, Ting H, and Memon MA (2018). Partial least squares structural equation modeling (PLS-SEM) using smartPLS 3.0: An updated guide and practical guide to statistical analysis. Pearson, ‎Kuala Lumpur, Malaysia.   [Google Scholar]
  59. Siu NYM, Wan PYK, and Dong P (2012). The impact of the servicescape on the desire to stay in convention and exhibition centers: The case of Macao. International Journal of Hospitality Management, 31(1): 236-246. https://doi.org/10.1016/j.ijhm.2011.06.011   [Google Scholar]
  60. Taylor SL and Cosenza RM (2002). Profiling later aged female teens: Mall shopping behavior and clothing choice. Journal of Consumer Marketing, 19(5): 393-408. https://doi.org/10.1108/07363760210437623   [Google Scholar]
  61. Teller C and Reutterer T (2008). The evolving concept of retail attractiveness: What makes retail agglomerations attractive when customers shop at them? Journal of Retailing and Consumer Services, 15(3): 127-143. https://doi.org/10.1016/j.jretconser.2007.03.003   [Google Scholar]
  62. Turley LW and Milliman RE (2000). Atmospheric effects on shopping behavior: A review of the experimental evidence. Journal of Business Research, 49(2): 193-211. https://doi.org/10.1016/S0148-2963(99)00010-7   [Google Scholar]
  63. Wakefield KL and Blodgett JG (1994). The importance of servicescapes in leisure service settings. Journal of Services Marketing, 8(3): 66-76. https://doi.org/10.1108/08876049410065624   [Google Scholar]
  64. Wakefield KL and Blodgett JG (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10: 45-61. https://doi.org/10.1108/08876049610148594   [Google Scholar]
  65. Wang CY, Miao L, and Mattila AS (2015). Customer responses to intercultural communication accommodation strategies in hospitality service encounters. International Journal of Hospitality Management, 51: 96-104. https://doi.org/10.1016/j.ijhm.2015.09.001   [Google Scholar]
  66. Ward JC, Bitner MJ, and Barnes J (1992). Measuring the prototypicality and meaning of retail environments. Journal of Retailing, 68(2): 194-200.   [Google Scholar]
  67. Westland JC (2010). Lower bounds on sample size in structural equation modeling. Electronic Commerce Research and Applications, 9(6): 476-487. https://doi.org/10.1016/j.elerap.2010.07.003   [Google Scholar]
  68. Wyer RS, Clore GL, and Isbell LM (1999). Affect and information processing. In: Zanna MP (Ed.), Advances in experimental social psychology: 1-77. Volume 31, Academic Press, Cambridge, USA. https://doi.org/10.1016/S0065-2601(08)60271-3   [Google Scholar]