An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong

Document Type

Journal Article

Publication Date

2011

Keywords

Tourist shopping behavior, Customer perceived value, Customer satisfaction, Behavioral intentions

DOI

doi:10.1016/j.tourman.2010.04.004

Abstract

In recent years, the concept of customer perceived value has attracted increasing attention among practitioners and academics. Despite a growing body of literature, calls remain for more sophisticated measures of the construct. This paper investigates an expanded scale of customer perceived value among two shopper groups and its resulting impact on retail performance. Findings reveal distinct differences in the drivers of customer perceived value between local and tourist shoppers in Hong Kong. Results offer significant implications for retailers and future research in this strategically important area.

Source Publication

Tourism Management

Volume Number

32

Issue Number

3

First Page

520

Last Page

533

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