SciELO - Scientific Electronic Library Online

 
vol.34 número2 índice de autoresíndice de assuntospesquisa de artigos
Home Pagelista alfabética de periódicos  

Serviços Personalizados

Artigo

Indicadores

Links relacionados

  • Em processo de indexaçãoCitado por Google
  • Em processo de indexaçãoSimilares em Google

Compartilhar


SA Journal of Industrial Psychology

versão On-line ISSN 2071-0763
versão impressa ISSN 0258-5200

SA j. ind. Psychol. vol.34 no.2 Johannesburg  2008

 

THEORETICAL RESEARCH

 

Store image: Toward a conceptual model Part 1

 

 

Ronel Du Preez; Elizabeth Visser; Hester Janse Van Noordwyk

Department of Industrial Psychology, Stellenbosch University, South Africa

Correspondence

 

 


ABSTRACT

The lack of a universal definition and conceptual model of store image guided the aims for this research, namely to 1) delineate the underlying structure of the store image construct; 2) formulate a definition of store image; and 3) develop a model of the underlying theoretical structure of store image. An in-depth literature review was done to specify the domain and to delineate the underlying structure of this construct. The knowledge gained was incorporated into the model of apparel store image that served as point of departure for the development of a scale to measure the importance of apparel store image dimensions.

Keywords: store image, dimensions, apparel, conceptual model, multi-dimensional


 

 

“Full text available only in PDF format”

 

 

REFERENCES

Abratt, R. (1989). A new approach to the corporate image management process. Journal of Marketing Management, 5(1), 63-76.         [ Links ]

Ailawadi, K.L. & Keller, K.L. (2004). Understanding of retail branding: conceptual insights and research priorities. Journal of Retailing, 80(4), 331-342.         [ Links ]

Ajzen, I. (1988). Attitudes, personality, and behaviour. Chicago: Dorsey Press.         [ Links ]

Ajzen, I. & Fishbein, M. (2004). The influence of attitudes on behaviour. In D. Albaraccin, B.T. Johnson & M.P. Zunna (Eds.), Handbook of attitudes and attitude change: basic principles. Mahwah: Erlbaum.         [ Links ]

Alessandri, S.W. (2001). Modeling corporate identity: a concept explication and theoretical explanation. Corporate Communications: An International Journal, 6(4), 173-182.         [ Links ]

Alvarez, B.A. & Casielles, R.V. (2005). Consumer evaluations of sales promotion: the effect on brand choice. European Journal of Marketing, 39(1/2), 54-70.         [ Links ]

Amine, A. & Cadenat, S. (2003). Efficient retailer assortment: a consumer choice evaluation perspective. International Journal of Retail and Distribution Management, 31(10), 486-497.         [ Links ]

Amirani, S. & Gates, R. (1993). An attribute-anchored conjoint approach to measuring store image. International Journal of Retail and Distribution Management, 21(5), 30-39.         [ Links ]

Assael, H. (1992). Consumer behavior and marketing action (4th Ed.). Boston: PWS-Kent.         [ Links ]

Babakus, E., Bienstock, C.C. & Van Scotter, J.R. (2004). Linking perceived quality and customer satisfaction to store traffic and revenue growth. Decision Sciences, 35(4), 713-737.         [ Links ]

Baker, J., Parasuraman, A., Grewal, D. & Voss, G.B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120-141.         [ Links ]

Bellenger, D.N., Robertson, D.H. & Greenberg, B.A. (1977). Shopping center patronage motives. Journal of Retailing, 53(2), 29-38.         [ Links ]

Bellizzi, J.S., Crowley, A.E. & Hasty, R.W. (1983). The effects of color in store design. Journal of Retailing, 59(1), 21-45.         [ Links ]

Bielen, F. & Demoulin, N. (2007). Waiting time influence on the satisfaction-loyalty relationship in services. Managing Service Quality, 17(2), 174-193.         [ Links ]

Bloemer, J. & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499-513.         [ Links ]

Bosmans, A. (2006). Scents and sensibility: when do (in)congruent ambient scents influence product evaluations? Journal of Marketing, 70, 32-43.         [ Links ]

Burns, D.J. (1992). Image transference and retail site selection. International Journal of Retail and Distribution Management, 20(5), 38-43.         [ Links ]

Carroll, A., Barnes, S.J., Scornavacca, E. & Fletcher, K. (2007). Consumer perceptions and attitudes towards SMS advertising: recent evidence from New Zealand. International Journal of Advertising, 26(1), 79-98.         [ Links ]

Cary, R.T. & Zylla, J.M. (1981). Fabric specialty stores: consumer dissatisfaction with selected in-store attributes. Journal of Consumer Studies and Home Economics, 5, 69-78.         [ Links ]

Chang, C. & Tu, C. (2005). Exploring store image, customer satisfaction and customer loyalty relationship: evidence from Taiwanese hypermarket industry. The Journal of American Academy of Business, Cambridge, 7(2), 197-202.         [ Links ]

Chowdhary, U. (1999). Retail store attributes, fashion leadership and older consumers. Journal of Fashion Marketing and Management, 3(2), 126-132.         [ Links ]

Chowdhary, J., Reardon, J. & Srivastava, R. (1998). Alternative modes of measuring store image: an empirical assessment of structures versus unstructured measures. Journal of Marketing Theory and Practice, 6(2), 72-86.         [ Links ]

Collins-Dodd, C. & Lindley, T. (2003). Store brands and retail differentiation: the influence of store image and store brand attitude on store own brand perceptions. Journal of Retailing and Consumer Services, 10(6), 345-352.         [ Links ]

Dawes, J. (2004). Assessing the impact of a very successful price promotion on brand, category and competitor sales. Journal of Product and Brand Management, 13(5), 303-314.         [ Links ]

De Klerk, H.M. & Ampousah, L. (2002). The physically disabled South African female consumer's problems in purchasing clothing. International Journal of Consumer Studies, 26(2), 93-101.         [ Links ]

De Klerk, H.M., Velleman, A.K. & Malherbe, E. (1993). 'n Kwalitatiewe ondersoek na die invloed van aspekte van die klerewinkel en die verkoopsdame se voorkoms op die damesklere-verbruiker se besluitnemingsproses. Journal of Family Ecology and Consumer Sciences, 26(1), 15-26.         [ Links ]

DeVellis, R.F. (2003). Scale development: theory and applications (2nd Ed.). Thousand Oaks: Sage Publications.         [ Links ]

Dichter, E. (1985). What's in an image. Journal of Marketing, 2(1), 75-81.         [ Links ]

Donovan, R.J. & Rossiter, J.R. (1982). Store atmosphere: an environmental psychology approach. Journal of Retailing, 58(1), 34-57.         [ Links ]

Dowling, G. (1986). Managing your corporate images. Industrial Marketing Management, 15, 109-115.         [ Links ]

DuFrene, D.D., Engelland, B.T., Lehman, C.M. & Pearson, R.A. (2005). Changes in consumer attitudes resulting from participation in a permission e-mail campaign. Journal of Current Issues and Research in Advertising, 27(1), 65-77.         [ Links ]

Erdem, O., Oumlil, A.B. & Tuncalp, S. (1999). Consumer values and the importance of store attributes. International Journal of Retail and Distribution Management, 27(4), 137-144.         [ Links ]

Faircloth, J.B., Capella, L.M. & Alford, B.L. (2001). The effect of brand attitude and brand image on brand equity. Journal of Marketing Theory and Practice, 9(3), 61-75.         [ Links ]

Gehrt, K.C. & Yan, R. (2004). Situational, consumer, and retailer factors affecting Internet, catalog, and store shopping. International Journal of Retail and Distribution Management, 32(1), 5-18.         [ Links ]

Gómez, M.I., McLaughlin, E.W. & Wittink, D.R. (2003). Do changes in customer satisfaction lead to changes in sales performance in food retailing? Working paper, Yale School of Management, New Haven.         [ Links ]

Grace, D. & O'Cass, A. (2005). An examination of the antecedents of repatronage intentions across different store formats. Journal of Retailing and Consumer Services, 12(4), 227-243.         [ Links ]

Graeff, T.R. (1996). Using promotional messages to manage the effects of brand and self-image on brand evaluations. Journal of Consumer Marketing, 13(3), 4-18.         [ Links ]

Groeppel-Klein, A. & Bartmann, B. (2007). Anti-clockwise or clockwise? The impact of store layout on the process of orientation in a discount store. Paper presented at the European Conference of the Association for Consumer Research, 11-14 July, Milan, Italy.         [ Links ]

Grossbart, S., Hampton, R., Rammohan, B. & Lapidus, R.S. (1990). Environmental dispositions and customer response to store atmospherics. Journal of Business Research, 21(3), 225-241.         [ Links ]

Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. & Tatham, R.L. (2006). Multivariate data analysis (6th Ed.). Upper Saddle River: Pearson/Prentice Hall.         [ Links ]

Harris, K., Baron, S. & Parker, C. (2000). Understanding the consumer experience: it's 'good to talk'. Journal of Marketing Management, 16, 111-127        [ Links ]

Harris, F. & De Chernatony, L. (2001). Corporate branding and corporate brand performance. European Journal of Marketing, 35(3/4), 441-456.         [ Links ]

Hu, H. & Jasper, C.R. (2006). Social cues in the store environment and their impact on store image. International Journal of Retail and Distribution Management, 34(1), 25-18.         [ Links ]

Huddleston, P., Ford, I. & Mahoney, M.Y. (1990). The relationship between importance of retail store attributes and lifestyle of mature female consumers. Journal of Consumer Studies and Home Economics, 14, 71-85.         [ Links ]

Hogg, M.K., Cox, A.J. & Keeling, K. (2000). The impact of self-monitoring on image congruence and product/brand evaluation. European Journal of Marketing, 34(5/6), 641-666.         [ Links ]

Hyllegard, K., Eckman, M., Descals, A.M. & Borja, M.A.G. (2005). Spanish consumers' perceptions of US apparel speciality retailers' products and services. Journal of Consumer Behaviour, 4(5), 345-362.         [ Links ]

Ibrahim, M.F. (2002). Disaggregating the travel components in shopping centre choice; an agenda for valuation practices. Journal of Property Investment and Finance, 20(3), 277-294.         [ Links ]

Jamal, A. & Goode, M.M.H. (2001). Consumers and brands: a study of the impact of self-image congruence on brand preference and satisfaction. Marketing Intelligence and Planning, 19(7), 482-492.         [ Links ]

James, D.L., Durand, R.M. & Dreves, R.A. (1976). The use of a multi-attribute attitude model in a store image study. Journal of Retailing, 52(2), 23-32.         [ Links ]

Janse van Noordwyk, H.S. (2002). Perceived importance of retail store image attributes to the female large-size apparel consumer in a multicultural society. Unpublished master's thesis, Stellenbosch University, Stellenbosch.         [ Links ]

Jin, B. & Kim, J. (2003). A typology of Korean discount shoppers: shopping motives, store attributes, and outcomes. International Journal of Service Industry Management, 14(4), 396-419.         [ Links ]

Joyce, M.L. & Lambert, D.R. (1996). Memories of the way stores were and retail store image. International Journal of Retail and Distribution Management, 24(1), 24-33.         [ Links ]

Kaufman, C.F. & Lane, P.M. (1996). A new look at one-stop shopping: a TIMES model approach to matching store hours and shopper schedules. Journal of Consumer Marketing, 13(1), 4-25.         [ Links ]

Keaveney, S.M. & Hunt, A.H. (1992). Conceptualization and operationalisation of retail store image: a case of rival middle-level theories. Journal of Academy of Marketing Science, 20(2), 165-175.         [ Links ]

Kennedy, S. (1977). Nurturing corporate images. European Journal of Marketing, 11(3), 120-164.         [ Links ]

Kerfoot, S., Davies, B. & Ward, P. (2003). Visual merchandising and the creation of discernible retail brands. International Journal of Retail and Distribution Management, 31(3), 143-152.         [ Links ]

Kim, Y. & Han, S. (2000). Perceived images of retail stores and brands: comparison among three ethnic consumer groups. Journal of Family and Consumer Sciences, 92(3), 58-61.         [ Links ]

Kim, J.O. & Jin, B. (2001). Korean consumers' patronage of discount stores: domestic vs. multinational discount store shoppers' profiles. Journal of Consumer Marketing, 18(3), 236-255.         [ Links ]

Kliatchko, J. (2005). Towards a new definition of Integrated Marketing Communications (IMC). International Journal of Advertising, 24(1), 7-34.         [ Links ]

Ko, E. & Kincade, D.H. (1997). The impact of quick response technologies on retail store attributes. International Journal of Retail and Distribution Management, 25(2/3), 90-99.         [ Links ]

Koo, D. (2003). Inter-relationships among store images, store satisfaction, and store loyalty among Korea Discount Retail patrons. Asia Pacific Journal of Marketing and Logistics, 15(4), 42-71.         [ Links ]

Kotler, P. (1973-1974). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-55.         [ Links ]

Lee, M. & Johnson, K.K.P. (1997). Customer expectations for service at apparel retail outlets. Journal of Family and Consumer Sciences, Winter, 26-30.         [ Links ]

Lindquist, J.D. (1974-1975). Meaning of image. Journal of Retailing, 50(4), 29-38.         [ Links ]

Lumpkin, J.R., Greenberg, B.A. & Goldstucker, J.L. (1985). Marketplace needs of the elderly: determinant attributes and store choice. Journal of Retailing, 61(2), 75-105.         [ Links ]

Manolis, C., Keep, W.W., Joyce, M.L. & Lambert, D.R. (1994). Testing the underlying structure of store image scale. Educational and Psychological Measurement, 54(3), 628-645.         [ Links ]

Marks, R.B. (1976). Operationalizing the concept of store image. Journal of Retailing, 52(3), 37-46.         [ Links ]

Markwick, N. & Fill, C. (1997). Towards a framework for managing corporate identity. European Journal of Marketing, 31(5/6), 396-409.         [ Links ]

Martineau, P. (1958). The personality of the retail store. Harvard Business Review, 36, 47-55.         [ Links ]

Mattson, B.E. (1982). Situational influences on store choice. Journal of Retailing, 58(3), 46-58.         [ Links ]

Maxham, J.G. & Netemeyer, R.G. (2003). Firms reap what they sow: the effects of shared values and perceived organizational justice on customers' evaluations of complaint handling. Journal of Marketing, 67, 46-62.         [ Links ]

Miranda, M.J., Kónja, L. & Havrila, I. (2005). Shoppers' satisfaction levels are not the only key to store loyalty. Marketing Intelligence and Planning, 23(2), 220-232.         [ Links ]

Mitchell, V.W. & Kiral, R.H. (1998). Primary and secondary store-loyal customer perceptions of grocery retailers. British Food Journal, 100(7), 312-319.         [ Links ]

Moore, M. & Carpenter, J. (2006). The effect of price as a marketplace cue on retail patronage. Journal of Product and and Brand Management, 15(4), 265-271.         [ Links ]

Morschett, D., Swoboda, B. & Foscht, T. (2005). Perception of store attributes and overall attitude towards grocery retailers: the role of shopping motives. International Review of Retail, Distribution and Consumer Research, 15(4), 423-447.         [ Links ]

Moye, L.N. & Giddings, V.L. (2002). An examination of the retail approach-avoidance behavior of apparel consumers. Journal of Fashion Marketing and Management, 6(3), 259-276.         [ Links ]

Moye, L.N. & Kincade, D.H. (2002). Influence of usage situations and consumer shopping orientations on the importance of retail store environment. International Review of Retail, Distribution and Consumer Research, 12(1), 59-79.         [ Links ]

Netemeyer, R.G., Bearden, W.O. & Sharma, S. (2003). Scaling procedures: issues and applications. Thousand Oaks: Sage Publications.         [ Links ]

Newberry, C.R., Klemz, B.R. & Boshoff, C. (2003). Managerial implications of predicting purchase behaviour from purchase intentions: a retail patronage case study. Journal of Services Marketing, 17(6), 609-620.         [ Links ]

Oates, B., Shufeldt, L. & Vaught, B. (1996). A psychographic study of the elderly and retail store attributes. Journal of Consumer Marketing, 13(6), 14-27.         [ Links ]

Odekerken-Schröder, G., De Wulf, K., Kasper, H., Kleijnen, M., Hoekstra, J. & Commandeur, H. (2001). The impact of quality on store loyalty: a contingency approach. Total Quality Management, 12(3), 307-322.         [ Links ]

Orth, U.R. & Bourrain, A. (2005). Ambient scent and consumer exploratory behaviour: a causal analysis. Journal of Wine Research, 16(2), 137-150.         [ Links ]

Osman, M.Z. (1993). A conceptual model of retail image influences on loyalty patronage behaviour. The International Review of Retail, Distribution and Consumer Research, 3(2), 133-148.         [ Links ]

Oxenfeldt, A.R. (1974-1975). Developing a favorable price-quality image. Journal of Retailing, 50(4), 108-115.         [ Links ]

Park, H. & Burns, L.D. (2005). Fashion orientation, credit card use, and compulsive buying. Journal of Consumer Marketing, 22(3), 135-141.         [ Links ]

Paulins, V.A. & Geistfeld, L.V. (2003). The effect of consumer perceptions of store attributes on apparel store preference. Journal of Fashion Marketing and Management, 7(4), 371-385.         [ Links ]

Porter, S.S. & Claycomb, C. (1997). The influence of brand recognition on retail store image. Journal of Product and Brand Management, 6(6), 373-387        [ Links ]

Quester, P.G., Karunaratna, A. & Goh, L.K. (2000). Self-congruity and product evaluation: a cross-cultural study. Journal of Consumer Marketing, 17(6), 525-537.         [ Links ]

Richardson, P., Jain, A.K. & Dick, A. (1996). The influence of store aesthetics on evaluation of private label brands. Journal of Product and Brand Management, 5(1), 19-28.         [ Links ]

Semeijn, J., Van Riel, C.R. & Ambrosini, A.B. (2003). Consumer evaluations of store brands: effects of store image and product attributes. Journal of Retailing and Consumer Services, 11, 247-258.         [ Links ]

Sen, S., Block, L.G. & Chandran, S. (2002). Window displays and consumer shopping decisions. Journal of Retailing and Consumer Services, 9(5), 277-290.         [ Links ]

Shim, S. & Kotsiopulos, A. (1992). Patronage behavior of apparel shopping: part II. Testing a patronage model of consumer behavior. Clothing and Textiles Research Journal, 10(2), 58-64.         [ Links ]

Shim, S., Kotsiopulos, A. & Knoll, D.S. (1990). Short, average-height, tall, and big men: body-cathexis, clothing and retail satisfactions, and clothing behaviour. Perceptual and Motor Skills, 70, 83-96.         [ Links ]

Siu, N.Y.M. & Cheung, J.T. (2001). A measure of retail service quality. Marketing Intelligence and Planning, 19(2), 88-96.         [ Links ]

Solgaard, H.S. & Hansen, T. (2003). A hierarchical Bayes model of choice between supermarket formats. Journal of Retailing and Consumer Services, 10, 169-180.         [ Links ]

Solomon, M.R. (2002). Consumer behavior; buying, having and being (5th Ed.). Upper Saddle River, New Jersey: Prentice Hall International, Inc.         [ Links ]]

Stauss, B. (2002). The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold act and warm act complaint satisfaction. Managing Service Quality, 12(3), 173-183.         [ Links ]

Stern, B., Zinkhan, G.M. & Jaju, A. (2001). Marketing images; construct definition, measurement issues, and theory development. Marketing Images, 1(2), 201-224.         [ Links ]

Stoltman, J.J., Morgan, F.W. & Anglin, L.K. (1999). An investigation of retail shopping situations. International Journal of Retail and Distribution Management, 27(4), 145-152.         [ Links ]

Stuart, H. (1999). Towards a definitive model of the corporate identity management process. Corporate Communications: An International Journal, 4(4), 200-207.         [ Links ]

Sullivan, P., Savitt, R., Zheng, Y. & Cui, Y. (2002). Rural shoppers: who gets their apparel dollars? Journal of Fashion Marketing and Management, 6(4), 363-380.         [ Links ]

Sweeney, J.C. & Wyber, F. (2002). The role of cognitions and emotions in the music-approach avoidance- behaviour relationship. Journal of Services Marketing 16(1), 51-69.         [ Links ]

Taylor, S.L. & Cosenza, R.M. (2002). Profiling later aged female teens: mall shopping behaviour and clothing choice. Journal of Consumer Marketing, 19(5), 393-408.         [ Links ]

Teller, C., Kotzab, H. & Grant, D.B. (2006). The consumer direct services revolution in grocery retailing: an exploratory investigation. Managing Service Quality, 16(1), 78-96.         [ Links ]

Terblanché, N. (1998). Retail management. Johannesburg: International Thomson Publishing.         [ Links ]

Terblanché, N.S. & Boshoff, C. (2004). The in-store shopping experience: a comparative study of supermarket and clothing store customers. South African Journal of Business Management, 35(4), 1-9.         [ Links ]

Thang, D.C.L. & Tan, B.L.B. (2003). Linking consumer perception to preference of retail stores: an empirical assessment of the multi-attributes of store image. Journal of Retailing and Consumer Services, 10, 193-200.         [ Links ]

Thompson, K.E. & Chen, Y.L. (1998). Retail store image: a means-end approach. Journal of Marketing Practice, 4(6), 161-173.         [ Links ]

Van de Velde, J., Pelton, W., Turnbull Caton, S. & Byrne, M. (1996). Consumer behaviour reflected in store and clothing selection criteria: a pilot study in Canada and England. Journal of Consumer Studies and Home Economics, 20(4), 377-391.         [ Links ]

Van Kenhove, P., De Wulf, K. & Van Waterschoot, W. (1999). The impact of task definition on store-attribute saliences and store choice. Journal of Retailing, 75(1), 125-137.         [ Links ]

Varley, R. (2005). Store image as the key differentiator. European Retail Digest, 46, 18-21.         [ Links ]

Verma, D.P.S. & Gupta, S.S. (2004). Does higher price signal better quality? Vikalpa, 29(2), 67-77.         [ Links ]

Visser, E.M. & Du Preez, R. (2001). Apparel shopping orientation: two decades of research. Journal of Family Ecology and Consumer Sciences, 29, 72-81.         [ Links ]

Visser, E.M., Du Preez, R. & Janse van Noordwyk, H.S. (2006). Importance of apparel store image attributes: perceptions of female consumers. SA Journal of Industrial Psychology, 32(3), 49-62.         [ Links ]

Ward, J.C., Bitner, M.J. & Barnes, J. (1992). Measuring the prototypicality and meaning of retail environments. Journal of Retailing, 68(2), 194-220.         [ Links ]

Williams, T.G. & Slama, M.E. (1995). Market mavens' purchase decision evaluative criteria: implications for brand and store promotion efforts. Journal of Consumer Marketing, 12(3), 4-21.         [ Links ]

Wong, J.K. & Teas, R.K. (2001). A test of the stability of retail store image mapping based on multi-entity scaling data. Journal of Retailing and Consumer Services, 8, 61-70.         [ Links ]

Wong, G.K.M. & Yu, L. (2003). Consumers' perception of store image of joint venture shopping centres: first-tier versus second-tier cities in China. Journal of Retailing and Consumer Services, 10, 61-70.         [ Links ]

Zimmer, M.R., & Golden, L.L. (1988). Impressions of retail stores: a content analysis of consumer images. Journal of Retailing, 64(3), 265-293.         [ Links ]

 

 

Correspondence:
Ronel du Preez
E-mail: Rdp@sun.ac.za

Creative Commons License Todo o conteúdo deste periódico, exceto onde está identificado, está licenciado sob uma Licença Creative Commons