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URN etd-0831111-021358 Statistics This thesis had been viewed 2422 times. Download 1262 times. Author Hui-Hsiang Su Author's Email Address No Public. Department Management Business Administration Year 2010 Semester 2 Degree Master Type of Document Master's Thesis Language Chinese&English Page Count 141 Title THE IMPACTS OF STRATEGIC
EXPERIENTIAL MODULES ON CUSTOMER
LOYALTY TO PHYSICAL MUSIC RETAILER
STORES--WITH INVOLVEMENT AS A
Keyword Structural Equation Modeling Involvement Store Loyalty Physical Music Store Strategic Experiential Modules Strategic Experiential Modules Physical Music Store Store Loyalty Involvement Structural Equation Modeling Abstract The emergence of online music retailers had caused a serious impact on the physical music industry in Taiwan. Online music retailers indeed provide the consumers with speedy delivery, cheaper price, and finger shopping experience. However, shopping experience obtain from the traditional physical music store is another story. Nowadays the traditional physical music stores must make efforts to win their customers back. The strategic experiential modules often can influence store image, store satisfaction, customer trust, and his/her commitment to this store. All these antecedents can build customer’s store loyalty. Thus, the aim of this research is to find how the physical music retailers can build their customer’s store loyalty by providing the consumers with strategic experiential store environment. In addition, the moderating effect of consumer involvement on the relationship between strategic experiential modules and store image is to be further examined.
The outcomes from structural equation modeling (SEM) analysis reveal that the strategic experiential modules of a music store are important for consumers to generate and/or to form a positive stores image. If an individual has a positive store image toward a music store then such image will further influence his/her store satisfaction, trust and commitment in order. Consequently, customer loyalty will come naturally. Moreover, consumer’s involvement in music store will exert a positive influence on the relationship between strategic experiential modules and store image. The results reveal that for the consumers who are in high involvement in music store, when the music store can formulate strategic experiential modules to provide them with more good experience then they will form a more positive store image than their counter-parts. This means that the music retailers should make efforts to provide the consumers with good in-store experience so as to enhance their store image. Based on the findings of this empirical study, some managerial implications and suggestions for the music retailers are provided in this study.
Advisor Committee Mei-Fang Chen - advisor
Ming-Chuan Pan - co-chair
Na-Ting Liu - co-chair
Files Date of Defense 2011-06-14 Date of Submission 2011-08-31