Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/218308 
Year of Publication: 
2004
Citation: 
[Journal:] South African Journal of Business Management [ISSN:] 2078-5976 [Volume:] 35 [Issue:] 4 [Publisher:] African Online Scientific Information Systems (AOSIS) [Place:] Cape Town [Year:] 2004 [Pages:] 1-10
Publisher: 
African Online Scientific Information Systems (AOSIS), Cape Town
Abstract: 
Various developments continually pressurise retailers to find new and innovative ways to differentiate themselves from competitors and adapt to ever-changing and accelerating environmental circumstances. Positioning based on customers' in-store shopping experience (ISE) offers retailers an alternative means of differentiation and is achieved by providing a superior in-store shopping experience. The ISE instrument that has been developed to measure customers' in store shopping experience is used in this study to compare the in-store shopping experiences of customers of two diverse retailing environments (supermarkets versus clothing retailers) by assessing its impact on customer retention. A proposition is formulated and the findings reported. The implications of ISE and customer retention for retail managers are also dealt with.
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

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