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Store Managers – The Seismographs in Shopping Centres

Teller, C and Alexander, A (2014) Store Managers – The Seismographs in Shopping Centres European Journal of Marketing, 48 (11/12). pp. 2127-2152.

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Purpose: The aim of this paper is to investigate (1) the link between store managers’ evaluation of how customers assess a shopping centre and their own evaluation of the centre and, based on that, (2) the relevance of store managers in reflecting upon and informing the management and marketing practices of the local shopping centre management. Methodology: A conceptual model is developed based on the network and boundary-spanning theories. The model is tested using a web-based survey of 217 managers, representing stores located in shopping malls, and by applying covariance-based structural equation modelling. Findings: The study reveals store managers to be engaging in a significant information-processing pathway, from customers’ evaluation of the shopping centre (as perceived by the store manager) to their own evaluation of the centre in terms of managerial satisfaction and loyalty. Research limitations: The empirical study focuses exclusively on shopping malls and thus does not consider other shopping centre forms such as town centres and retail parks. Practical implications: This paper concludes that store managers have the potential to be informational boundary spanners and thus valuable resources to inform and give feedback to shopping centre management. Originality: The contribution of this paper is to provide a more complete understanding of the role of the store manager as an integral actor in the shopping centre in terms of informational boundary spanning between the retail organisation, the customers and local shopping centre management.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
Date : 1 July 2014
Identification Number : 10.1108/EJM-02-2013-0072
Uncontrolled Keywords : Store, Retail agglomeration, Shopping Centre, Service Delivery Network, Boundary Spanning, Network management
Related URLs :
Depositing User : Symplectic Elements
Date Deposited : 10 Feb 2015 10:16
Last Modified : 11 Mar 2015 14:33

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