Title: The influence of mall shopping environment and motives on shoppers' response: a conceptual model and empirical evidence

Authors: Mamoun N. Akroush, Amjad A. Abu-ElSamen, Najwan A. Jaradat

Addresses: Talal Abu-Ghazaleh Graduate School of Business Administration, The German-Jordanian University – Jordan, P.O. Box 921951, Amman, 11192, Jordan. ' Faculty of Business, Department of Marketing, The University of Jordan, Amman, 11192, Jordan. ' Pansee Pharmaceutical Retailing Store, P.O. Box 141602, Amman, 11814, Jordan

Abstract: The aim of this research is to examine the influence of malls| shopping environmental cues, hedonic and utilitarian shopping motives on shoppers| response (satisfaction) through examining the mediating role of cognition (service quality) in shopping malls in Jordan. Data were collected from 600 malls shoppers of which 390 were subjected for the analysis using structural equation modelling. The findings indicate that malls| environmental cues, hedonic and utilitarian shopping motives positively influence shoppers| experiential outcomes. Experiential outcomes positively influence cognitive outcomes and the later positively affect shoppers| response. The cognitive outcomes fully mediate the effect of shoppers| experiential outcomes on their satisfaction. Malls operators and investors have empirical findings regarding malls shoppers| buying behaviour and drivers of their satisfaction to make sound strategic business decisions in developing countries e.g., Jordan. The empirical testing and validation of the emotion-cognition-response model in Jordan| shopping malls, for the first time, adds to the originality of this study.

Keywords: environmental cues; shopping motives; hedonic; utilitarian; buying behaviour; cognition; experiential outcomes; shopping malls; Jordan; motivation; customer satisfaction; service quality; structural equation modelling; developing countries.

DOI: 10.1504/IJSOM.2011.042516

International Journal of Services and Operations Management, 2011 Vol.10 No.2, pp.168 - 198

Published online: 11 Mar 2015 *

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