• Journal of Distribution Science
• /
• v.14 no.2
• /
• pp.123-133
• /
• 2016

Purpose - Understanding how service convenience drives shopping performance is imperative for retailers such as department and large discount stores. Retailers have to enhance shopping productivity by reducing the costs of shopping, as convenience triggers customers' perceived shopping value, leading to customer satisfaction, and ultimately patronage behavior. Consumers, generally considering time as a scarce resource, are more sensitive to the time costs of tasks in regard to shopping trip, differently from forming perceptions of convenience in time orientation. Therefore, this study attempts to examine the moderating effects of consumers' time orientation on the relationships among service convenience of retailers and shopping performances such as shopping value and service performances. Research design, data, and methodology - The department and discount store chains were chosen as the point of analysis in this study. Data were collected from a survey of real-life consumers and all respondents were screened to ensure only those who had visited in the department and discount store chains within past six month prior to the day of data collection. Out of 600 self-reported surveys that were distributed, a total of 530 responses were returned and after excluding 20 incomplete responses, the final sample size was 510. The three hypotheses were proposed and tested in this study. The one hypothesis was on the moderating effects of time orientation for the effects of service convenience on shopping value (hedonic and utilitarian shopping value). The other two hypotheses were on the comparisons between high and low time-oriented customers with the effects in shopping value from service performance. Hierarchical moderated regression analysis was used to test the hypotheses. Results - The results suggest that the effect of service convenience on utilitarian shopping value and the positive effect of utilitarian shopping value on customer satisfaction are greater in low time orientation than high time orientation customers. Conversely, when customers are highly oriented toward time, the effects of hedonic shopping value on customer satisfaction and revisit intention are greater than for customers who are lowly oriented toward time. Conclusions - This study has two-fold significance. First, this study contributes to the consumer behavior and services marketing literature by incorporating customers' time orientation into the service convenience-shopping performance. Although the effect of service convenience on shopping performance might differ from customers' perceptions concerning shopping, there has been little investigation or comparison between customers' perception on time. This study is a first attempt to consider how the effects of service convenience on shopping value and service performance vary with differing levels of customers' time orientation. This study advances prior studies by showing that the service convenience-shopping value and service convenience-service performance relationships vary across different combinations of the customer's time orientation. The findings of this study suggest that the retailers need to enhance the experiential aspects of the stores for their high time-oriented customers. Conversely, for the low time-oriented customers, the retailers should boost the visual distinctiveness and ease of store navigation.

• Journal of the Korean Geographical Society
• /
• v.31 no.1
• /
• pp.1-18
• /
• 1996

This study examines the spatial characteristics of postal office patronage in rural areas. in the light of future possible relocation and closures of the postal facilities. Most of private services have flown out small rural central places due to the decrease of supporting population, and there consequently remain only a few public services including government-run post offices at the Myon seats, the lowest level among rural central places in Korea. The small local population and its further decline undermine the rationale for maintaining such public services in depleted rural areas. For the worse of it, the government recently plans to transform the postal system to a quasi-private, corporational structure. One can fear that the profit-seeking nature of the new postal corporation will inevitably force to close many of such small rural facilities. The study first analysed nation-wide censuses of postal offices for the years of 1986 and 1992. The postal services examined are per capita number of postal stamps and revenue stamps sold, and letters, parcels, telegrams and monetary transactions handled at the post offices. It is found that, while the usage of postal services has increased substantially throughout the nation during the period of 1986-1992, the increment has largely been occurred by urban post offices rather than by those in Gun seats (i.e., rural counties); and that the gap of the service levels between urban and rural post offices is ever widening. The study further examined the service differentials among the post offices within rural counties to find that those post offices adjacent to the county (Gun) seats and larger urban centers rendered less amount of services than remote rural post offices, indicating that rural residents tend to partonize larger centers more and more than local Myon seats. At the second stage of the study, questionnaire surveys were conducted in Muju, Kimpo, and Hongsung-Gun's. These three counties are meant to represent respectively the remote, suburban, and intermediary counties in Korea. The analyses of survey data reveal that the postal hinterlands of the county seats extend to much of nearby Myons, the subdivisions of a Gun. It is also found that the extent of postal hinterlands of the three counties and the magnitude of patronage and quite different from each other depending upon the topography, population density, and the propinquity of the counties to metropolitan centers. The findings suggest to reappraise the current flat allocation scheme of public facilites to each of rural subdivisions throughout the nation. A detailed analysis on the travel behavior of the survey respondents yields that age is the most salient variable to distinguish activity spaces of rural residents. The activity spaces of older respondents tend to be more limited within their Myon, whereas those of younger respondents extend across the Myon boundary, toward the central towns and even distant larger cities. The very existence of several activity spaces in rural areas calls for an attention in the future locational decisions of public facilities. The locational criteria, employed by the Ministry of Communication of Korean government to establish a post office, are the size of hinterland population and the distance from adjacent postal facilities. The present study findings suggest two additional criteria: the order in rural central place hierarchy and the propinquity to the upper-level centers of the central hierarchy. These old and new criteria are complementary each other in that the former criteria are employed to determine new office locations, whereas the latter are appropriate to determine facility relocation and closures.

• Asia Marketing Journal
• /
• v.12 no.4
• /
• pp.137-164
• /
• 2011

In the past, retailers secured customer loyalty by offering convenient locations, unique assortments of goods, better services than competitors, and good credit policy. All this has changed. Goods assortments among stores have become more alike as national-brand manufacturers place their goods in more and more retail stores. Service differentiation also has eroded. Many department stores have trimmed services, and many discount stores have increased theirs. Customers have become smarter shoppers. They don't pay more for identical brands, especially when service differences have diminished. In the face of increased competition from discount storess and specialty stores, department stores are waging a comeback war. Growth of intertype competition, competition between store-based and non-store-based retailing and growing investment in technology are changing the way consumers shop and retailers sell. Different types of stores-discount stores, catalog showrooms, department stores-all compete for the same consumers by carrying the same type of merchandise. The biggest winners are retailers that have helped shoppers to be economically cautious, simplified their increasingly busy and complicated lives, and provided an emotional connection. The growth of e-retailers has forced traditional brick-and-mortar retailers to respond. Basically brick-and-mortar retailers utilize their natural advantages, such as products that shoppers can actually see, touch, and test, real-life customer service, and no delivery lag time for small-sized purchases. They also provide a shopping experience as a strong differentiator. They are adopting practices as calling each shopper a "guest". The store atmosphere should match the basic motivations of the shopper. If target consumers are more likely to be in a task-oriented and functional mindset, then a simpler, more restrained in-store environment may be better. Consistent with this reasoning, some retailers of experiential products are creating in-store entertainment to attract customers who want fun and excitement. The retail experience must deliver value to turn a one-time visitor into a loyal customer. Retailers need a tool that measures the full range of components that define experience-based value. This study uses an experiential value scale(EVS) developed by Mathwick, Malhotra and Rigdon(2001) which reflects the benefits derived from perceptions of playfulness, aesthetics, customer "return on investment" and service excellence. EVS is useful to predict differences in shopping preferences and patronage behavior of customers. EVS consists of items measuring efficiency, economic value, visual appeal, entertainment value, service excellence, escapism, and intrinsic enjoyment, which are subscales of experiencial value. Efficiency, economic value, service excellence are linked to the utilitarian shopping value. And visual appeal, entertainment value, escapism and intrinsic enjoyment are linked to hedonic shopping value. It has been found that consumers value hedonic experiences activated from escapism and attractiveness of shopping environment as much as the product quality, price, and the convenient location. As a result, many department stores, discount stores, and other retailers are introducing differential marketing strategy based on emotional/hedonic values. Many researches suggest that consumers go shopping not only for buying products but also for various shopping experiences. In other words, they seek the practical, rational value as well as social, recreational values in the shopping process(Babin et al, 1994; Bloch et al, 1994). Retailers may enhance buyer's loyalty to store by providing excellent emotional/hedonic value such as the excitement from shopping, not just the practical value of buying good products efficiently. We investigate the effect of perceived shopping values on the emotional experience and store loyalty based on the EVS(Experiential Value Scales) developed by Holbrook(1994), Mathwick, Malhotra and Rigdon(2001). This study assumes that the relative effect of shopping value dimensions on the responses of shoppers will differ according to types of stores and analyzes the moderating effect of store type(department store VS. discount store) on the causal relationship between shopping value dimensions and store loyalty. Emprical results show that utilitarian values of shopping experience and hedonic value of shipping experience give the positive effect on the emotional response of consumers and store loyalty. We also found the moderating effect of store types. The effect of utilitarian shopping values on the attitude toward discount store is higher than the effect of utilitarian shopping values on the attitude toword department store. And the effect of hedonic shopping value on the emotional response to discount store is higher than on the emotional response to department store. The empirical results reflect on the recent trend that discount stores try to fulfill the hedonic needs of consumers as well as utilitarian needs(i.e, low price) that discount stores traditionally have focused on