Citation

Cheng, Heng Loon and Khan @ Thandar Oo, Nasreen and Mohamad, Osman (2021) Consumer Touchpoints and Mall images on Consumer Experience: Moderating roles of Hedonic and Utilitarian Shopping Motivations. In: 2nd Post Graduate Social Science Colloquium Proceedings 2021, 8-9 June 2021, Cyberjaya, Malaysia. (Submitted)

Text 2nd Post Graduate Social Science Colloquium 2021.pdf Restricted to Repository staff only Download (1MB)

Abstract

Consumer experience is to creating differentiation by creating memorable experience where traditional product value proposition is no longer sufficient. Purpose - This study aims to understand further the consumer touchpoints and mall images on the consumer experience with shopping motivation as the moderators. There are four research objectives developed for this study. They are: (i) to investigate the impact of all components of consumer touchpoints on consumer experience, (ii) to investigate the impact of mall images on consumer experience, (iii) to assess the role of hedonic shopping motivation between consumer touchpoints and consumer experience, and (iv) to assess the role of utilitarian shopping motivation between mall images and consumer experience.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	2nd Post Graduate Social Science Colloquium Proceedings 2021 (Book of Abstract)
Uncontrolled Keywords:	Consumer satisfaction, consumer touchpoints, consumer experience, shopping mall, shopping motivation and mall images
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions:	Faculty of Management (FOM)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	18 Oct 2021 03:52
Last Modified:	18 Oct 2021 03:52
URII:	http://shdl.mmu.edu.my/id/eprint/9647

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