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  • AU Journal of Management: Vol. 11, No. 2 (2013)
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The influence of customer experience on behavioral response in lifestyle centers in Bangkok

by Amornrat Pattarakitham

Title:

The influence of customer experience on behavioral response in lifestyle centers in Bangkok

Author(s):

Amornrat Pattarakitham

Contributor(s):

Assumption University. Martin de Tours School of Management and Economics

Issued date:

2013

Publisher:

Assumption University

Citation:

AU Journal of Management 11, 2 (July-December 2013), 27-35

Abstract:

The purpose of this paper is to explore the influence of customer experience on consumer behav- ior towards lifestyle centers in Bangkok using the Stimulus-Organism-Response (S-0-R) model. In addition, the influences of the stimuli such as mall environment, customer-to-customer interaction, and mall tenant mix (variety), on behavioral response (revisit intention and desire to stay) were found in this study. A self-administered questionnaire was employed to collect data from customers who had visited lifestyle centers in Bangkok area in the period during which the study was conducted. The survey period was during January 2013, and 492 questionnaires were used to analyze the data by using a structural equation modeling (SEM) approach. Results show that affective dimension of customer experience has the greatest influence on the revisit intention and the desire to stay. Mall tenant mix (variety) has the greatest influence on the affective dimension of customer experience, followed by store social interac- tion, and the ambient factor. Customer-to-customer interaction also influences both the revisit intention and the desire to stay but has a lesser influence on the desire to stay than the ambient factor.

Description:

In English ; abstract in English and Thai

Subject(s):

Assumption University -- Periodicals
AU Journal of Management
AU Journal of Management -- 2013

Keyword(s):

Customer experience
Environmental stimuli
Social interaction
Tenant mix
Revisit intention

Resource type:

Journal Article

Type:

Text

File type:

application/pdf

Language:

eng

Rights:

This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.

URI:

http://repository.au.edu/handle/6623004553/13328
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  • AU Journal of Management: Vol. 11, No. 2 (2013) [5]


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Copyright © Assumption University.
All Rights Reserved.

Contact Us

The St. Gabriel's Library   
Hua Mak Campus  
Ramkhamhaeng 24, Hua Mak  
Bangkok Thailand 10240  
Tel.: (662) 3004543-62 Ext. 3402  
Fax.: (662) 7191544  
E-Mail Library : library@au.edu  


The Cathedral of Learning Library
Suvarnabhumi Campus
Bang Na-Trad Km. 26 Bangsaothong
Samuthprakarn Thailand 10540
Tel.: (662) 7232024, 7232025
Fax.: (662) 7191544
E-Mail Library : library@au.edu
 

 

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