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dc.contributor.authorMerrilees, Billen_US
dc.contributor.authorMiller, Daleen_US
dc.contributor.editorProfessor John Fernieen_US
dc.date.accessioned2017-05-03T13:31:22Z
dc.date.available2017-05-03T13:31:22Z
dc.date.issued2001en_US
dc.date.modified2009-09-25T04:40:43Z
dc.identifier.issn09590552en_US
dc.identifier.doi10.1108/09590550110396953en_AU
dc.identifier.urihttp://hdl.handle.net/10072/3875
dc.description.abstractThe nature of retail service varies from personal service to the provision of greater ambience. Indeed, anything that adds value to the merchandise itself can be considered part of the service provided by the retailer. The focus of this paper is on that part of retail service that involves direct interactivity between the store and the customer. There are two main types of physical interactivity, namely personal service and store design and atmosphere. This paper aims to develop constructs of these two types of interactivity and analyse their impact on store loyalty. An extra dimension is added to this study by contrasting the role of service between superstores and traditional specialist stores in two retail categories. A key finding was that the major difference between the service provided by superstores compared to traditional specialist stores relates to store design and atmosphere. This leads to the suggestion that the recent wave of superstores has ushered in a new paradigm of retail service, one with elevated emphasis on self-service principles. A further finding was that store design and atmosphere was one of the more important determinants of store loyalty. The paper shows that superstores have revolutionised the nature of retail service, mainly by more effective configuration of self-service, mediated through store design.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherEmeralden_US
dc.publisher.placeUKen_US
dc.publisher.urihttp://www.emeraldinsight.com/0959-0552.htmen_AU
dc.relation.ispartofpagefrom379en_US
dc.relation.ispartofpageto389en_US
dc.relation.ispartofissue8en_US
dc.relation.ispartofjournalInternational Journal of Retail and Distribution Managementen_US
dc.relation.ispartofvolume29en_US
dc.subject.fieldofresearchcode350204en_US
dc.titleSuperstore interactivity: a new self-service paradigm of retail service?en_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Marketingen_US
gro.date.issued2001
gro.hasfulltextNo Full Text


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