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

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  • Lloyd, Alison E.
  • Yip, Leslie S.C.
  • Luk, Sherriff T.K.

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.

Suggested Citation

  • Lloyd, Alison E. & Yip, Leslie S.C. & Luk, Sherriff T.K., 2011. "An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong," Tourism Management, Elsevier, vol. 32(3), pages 520-533.
    • Handle: RePEc:eee:touman:v:32:y:2011:i:3:p:520-533
    DOI: 10.1016/j.tourman.2010.04.004
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    Cited by:

    1. Jiang, Kai & Luk, Sherriff Ting-kwong & Cardinali, Silvio, 2018. "The role of pre-consumption experience in perceived value of retailer brands: Consumers' experience from emerging markets," Journal of Business Research, Elsevier, vol. 86(C), pages 374-385.
    2. Pramono Hari Adi & Faizal Wihuda & Wiwiek Rabiatul Adawiyah, 2017. "The Role of Social Media Browsing Intention for Behavioral Outcomes of Young Consumers," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 29(1), pages 39-57.
    3. Mark Kasa* & Pressca Neging & Azizan bin Yatim, 2018. "The Mediating Role of WOM (Word of Mouth) Between Antecedents and Purchase Intention among Hotel Guests in Sarawak, Malaysia," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 693-697:2.
    4. Wen, Jun & Meng, Fang & Ying, Tianyu & Qi, Hongxia & Lockyer, Tim, 2018. "Drug tourism motivation of Chinese outbound tourists: Scale development and validation," Tourism Management, Elsevier, vol. 64(C), pages 233-244.
    5. Stephen Pratt & Christine YH Zeng, 2020. "The economic value and determinants of tourists’ counterfeit purchases: The case of Hong Kong," Tourism Economics, , vol. 26(1), pages 155-178, February.
    6. Jin, Haipeng & Moscardo, Gianna & Murphy, Laurie, 2017. "Making sense of tourist shopping research: A critical review," Tourism Management, Elsevier, vol. 62(C), pages 120-134.
    7. Correia, Antónia & Kozak, Metin, 2016. "Tourists' shopping experiences at street markets: Cross-country research," Tourism Management, Elsevier, vol. 56(C), pages 85-95.
    8. Wu, Mao-Ying & Wall, Geoffrey & Pearce, Philip L., 2014. "Shopping experiences: International tourists in Beijing's Silk Market," Tourism Management, Elsevier, vol. 41(C), pages 96-106.
    9. Yan Liu & Linchuan Yang & Kwong Wing Chau, 2020. "Impacts of Tourism Demand on Retail Property Prices in a Shopping Destination," Sustainability, MDPI, vol. 12(4), pages 1-14, February.
    10. Li, Fangxuan (Sam) & Ryan, Chris, 2018. "Souvenir shopping experiences: A case study of Chinese tourists in North Korea," Tourism Management, Elsevier, vol. 64(C), pages 142-153.
    11. Xuemin Liu & Jiaoju Ge & Ting Ren, 2021. "Uncertainty and Tourism Consumption Preferences: Evidence from the Representative Chinese City of Shenzhen," Sustainability, MDPI, vol. 13(8), pages 1-20, April.
    12. Yin, Cheng-Yue & Poon, Patrick & Su, Jing-Lei, 2017. "Yesterday once more? Autobiographical memory evocation effects on tourists' post-travel purchase intentions toward destination products," Tourism Management, Elsevier, vol. 61(C), pages 263-274.
    13. Hristina Santana, 2019. "Managing Travel Agency Customers in an Electronic Business Environment," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 8(1), pages 54-63, April.
    14. Sardana, Deepak & Cavusgil, Erin & Gupta, Narain, 2021. "The growing popularity of spiritual brands: What drives purchase intent?," International Business Review, Elsevier, vol. 30(4).
    15. Beatriz Moliner-Velázquez & Maria Fuentes-Blasco & David Servera-Francés & Irene Gil-Saura, 2019. "From retail innovation and image to loyalty: moderating effects of product type," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 199-224, March.

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