Purpose – This research aims to empirically develop a reliable and valid scale for measuring the service quality of retail loyalty programmes (loyalty programme service quality (LPSQual)) in the context of department stores and superstores in Malaysia. Design/methodology/approach – By...

Purpose – This article aims to dwell on theoretical, managerial, and empirical knowledge to improve loyalty programme efficiency. Its intention is to try to understand how economic, hedonist, relational, convenience, informational rewards enhance or undermine customers' perceived programme...

Purpose The advent of e-retailing has created multiple options for customers. Hence, most important concern is to identify the experience which entices customers for repurchase from the one particular e-retailer. This paper tries to identify the customer experience with reference to activities...

Purpose – The purpose of this paper is to identify the dimensions of a shopper consumption experience at the mall level, in relation to previous research on customer-perceived value. It aims to identify the customer-perceived value constructs of shopping malls (MALLVAL) and develop items for...

Purpose The purpose of this paper is to develop a desire to interact with a salesperson scale and to explore possible tools for replacing salespeople on e-commerce websites. Design/methodology/approach For the exploratory phase of this paper, Study 1 used in-depth consumer interviews....

Purpose – This study aims at developing a reliable and valid measure of retail customer experience. Design/methodology/approach – Scientific scale development process has been followed. Survey methodology was used to collect data. The results are tested for reliability and validity using...

Purpose The purpose of this paper is to identify customers’ perceived value constructs of shopping malls from the perspective of Muslim shoppers and to develop items for measuring these constructs, empirically validate the scale, and carry out an initial investigation of the effect of these...