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The antecedent factors and business outcomes of customer delight in fashion retail
Dissertation (MBA)--University of Pretoria, 2010.
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| Format: | Thesis |
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University of Pretoria
2013
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| _version_ | 1867613689863995392 |
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| access_status_str | Open Access |
| author2 | Kleyn, Nicola |
| author_browse | Kleyn, Nicola |
| author_facet | Kleyn, Nicola |
| collection | Thesis |
| dc_rights_str_mv | © 2006 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria |
| description | Dissertation (MBA)--University of Pretoria, 2010. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/23666 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:40:08.978Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/23666 The antecedent factors and business outcomes of customer delight in fashion retail Kleyn, Nicola upetd@up.ac.za Rawat, Junaid Ahmed UCTD Consumer behaviour Dissertation (MBA)--University of Pretoria, 2010. In the highly competitive and dynamic world of fashion retailing, developing and retaining loyal customers is a requirement for survival, let alone success. Marketing practitioners have found that to keep customers loyal, a firm must go beyond merely satisfying to truly delighting them (Schlossberg, 1990; Arnold, Reynolds, Ponder and Lueg, 2005). However, only Arnold et al. (2005) explored the concept of customer delight in a generic (multi-format) retail environment. To the author’s knowledge, there has not been any similar research conducted in the South African retail environment and none specific to fashion apparel retailers. Therefore, the purpose of this study was to examine customer delight in the context of fashion retailing. Specifically, qualitative research was conducted to determine the antecedents and outcomes of delightful shopping experiences for these customers. Critical incident analysis of 33 depth interviews with shoppers revealed several factors associated with delightful shopping experiences and the resultant business outcomes. Together with presenting a model that fashion retailers can use to stage delightful shopping experiences, a number of strategic implications are discussed, and limitations and directions for future research are also addressed. Gordon Institute of Business Science (GIBS) unrestricted 2013-09-06T15:43:31Z 2010-06-29 2013-09-06T15:43:31Z 2007-04-08 2010-06-29 2010-03-31 Dissertation Rawat, JA 2006, The antecedent factors and business outcomes of customer delight in fashion retail, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/23666 > G10/258/ag http://hdl.handle.net/2263/23666 http://upetd.up.ac.za/thesis/available/etd-03312010-152144/ © 2006 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria application/pdf University of Pretoria |
| spellingShingle | UCTD Consumer behaviour The antecedent factors and business outcomes of customer delight in fashion retail |
| title | The antecedent factors and business outcomes of customer delight in fashion retail |
| title_full | The antecedent factors and business outcomes of customer delight in fashion retail |
| title_fullStr | The antecedent factors and business outcomes of customer delight in fashion retail |
| title_full_unstemmed | The antecedent factors and business outcomes of customer delight in fashion retail |
| title_short | The antecedent factors and business outcomes of customer delight in fashion retail |
| title_sort | antecedent factors and business outcomes of customer delight in fashion retail |
| topic | UCTD Consumer behaviour |
| url | http://hdl.handle.net/2263/23666 http://upetd.up.ac.za/thesis/available/etd-03312010-152144/ |