[PDF] Evaluating Shopping Center Management eBook

Author : Suk-Fong Jennifer Lam
Publisher :
Page : pages
File Size : 18,97 MB
Release : 2017-01-26
Category :
ISBN : 9781361292921

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This dissertation, "Evaluating Shopping Center Management: a Case Study of APM" by Suk-fong, Jennifer, Lam, 林淑芳, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: The economic growth rapidly, the shopping behaviour and the preferences of the customer also change a lot, therefore the intensive competition among the shopping centre and more awareness of the importance of customer service and customer retention in shopping centre. The goal and objectives of this study is to evaluate the shopping centre management in Hong Kong and used a case study "APM" as an example to illustrate the success of shopping centers. Also identify the effectiveness of provision of planning, customer services, marketing and promotion strategy etc ... factors about the shopping centre management, which enhance the customer retention to the shopping centre. The scope of study of this dissertation is to investigate that the APM in Kwun Tong as a case study to illustrate the customer retention and shopping center management factors and the background information of Kwun Tong District and its future development. In this dissertation, data were collected through site visit and survey in order to find out the major component on shopping centers management. Site visits of shopping centers were carried out to observe the shopping centre management, customer services component provision of shopping centers in Hong Kong .A case studies of APM and a questionnaire survey were conducted to analysis the customer services behaviour and the management provision in the shopping centers to have an in depth study on the effect on customer retention and shopping centers management provision in Hong Kong. In this study, quantitative research method would be involved. Primary quantitative data will be collected from questionnaires surveys to identify the shopping center management factors. The structured questionnaires and non-probability samples will be carried out at the APM. Through this study, it was found that the different types of customers have different expectations on shopping center management. Shopping centre managers should also identifY their target customers, understand the customer shopping preference and their needs, and then provide the different marketing strategy to attract and satisfy their target customers. In conclusion, the successful shopping centre should provide good shopping centers management and comfortable shopping environment to attract and retain more customers, which can enhance the image and return of the shopping centre. DOI: 10.5353/th_b4834200 Subjects: Shopping centers - China - Hong Kong - Management - Case studies

Author : Tsz-Oon Mok
Publisher : Open Dissertation Press
Page : pages
File Size : 28,33 MB
Release : 2017-01-26
Category :
ISBN : 9781361328811

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This dissertation, "Shoppers' Evaluation of Service Quality and Its Impact on Shopping Centre Management" by Tsz-oon, Mok, 莫梓湲, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: The paper aims at exploring the shoppers' evaluation of service quality and its impact on shopping centre management. For shopping centre management team, understanding their customers' perceptions of the centre's service quality is an important issue as shoppers' evaluations and perceptions is believed to be highly related to their patronage behaviors and purchase intention. Through a case study of a shopping centre, this research will try to offer some insights on the relationships between evaluations of service quality and the shoppers' patronage behaviors which may derive some implications for contemporary shopping centre management. Literatures tell us that people elicit behavior after cognitive processing and formation of emotions. Adopting similar concept, marketing scholars found that customer behaviors are affected by their evaluations of service quality and satisfaction level through their perceptions on product or service attributes in cognitive processing. This study will follow the direction with reference to this model of behavior formation. In the case study, personal interviews had been conducted with selected shoppers at a shopping centre. They were asked to rate the performance of 36 sub-attributes of the shopping centre under 5 shopping centre attributes, namely "accessibility," "merchandise," "retail environment & design," "services of centre's staff" and "promotions." They were also asked about their patronage behaviors at the shopping centre such as frequency of visits, duration of visits, amount of spending etc. It was found that the shoppers generally had positive evaluations on the centre's performance on the 5 shopping centre attributes as a whole, especially had high evaluations on "accessibility," "merchandise" and "services of centre's staff." Importance-performance analysis (IPA) was conducted to evaluate the service quality of 36 sub-attributes by comparing shoppers' perceived actual performance and the importance level. It was found that only 8 sub-attributes, such as "access by public transportation," "variety of stores" and "quality of stores" were found with high perceived service quality with high perceived actual performance and high importance level to the shoppers compared with other sub-attributes. These sub-attributes with high perceived service quality were tested with occurrence tendency of patronage behaviors in the correlation analysis. It was found that high perceived service quality on merchandises, facility management and organization of promotion activities to certain extend had influence on manipulating patronage behaviors. However, some results showed that sub-attributes with high perceived service quality showed minimal or even no correlation on any measure patronage behavior parameters. With reference to the model of purchase behavior regarding perceptions of service quality, the study may reveal that many possible antecedents of formation of shopping centre patronage behaviors may be still unreached in the contemporary studies. DOI: 10.5353/th_b5118573 Subjects: Shopping centers - Management Consumer satisfaction

Author : DMSRetail
Publisher : DMSRetail Inc.
Page : 44 pages
File Size : 47,97 MB
Release : 2013-06-29
Category : Business & Economics
ISBN : 9739141323

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With this system you will be able to: Identify employee issues Set a truly motivational program in motion Understand how recognition of employees’ strengths can benefit your business Confirm that your current organization is still working for you Create a platform for new action plan initiatives Evaluate your employees’ progress in a consistent and timely manner Establish truly meaningful succession and training plans Develop a foundation for on-going dialogue with your employees You’ll be amazed how easily this evaluation system can provide you with all of the above. " I Succeed™ " is the only tool you will ever need to evaluate your retail employees. It’s a comprehensive evaluation tool that walks you through all of the steps necessary to determine how your employees are really doing. This methodology is definitely a unique and superior evaluation process and, unlike standard review process, it does not require a large time commitment on the part of the appraiser or the employee yet it produces drastically new understanding and achievement levels.