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Residents' acceptance and use of a mega-multi-mall: West Edmonton Mall evidence

1994; Elsevier BV; Volume: 11; Issue: 2 Linguagem: Inglês

10.1016/0167-8116(94)90024-8

1873-8001

Adam Finn, Shaun McQuitty, John Rigby,

Customer Service Quality and Loyalty

West Edmonton Mall (WEM), which is the world's first mega-multi-mall, packages together conventional retail stores, a hotel, recreation and entertainment facilities, restaurants, and theme parks into one integrated consumer service environment. Survey research is used to investigate Edmonton area residents response to WEM, to compare their visits to WEM with visits to a conventional mall and, taking an interactionist approach, to investigate differences between visits to WEM made by residents with shopping, leisure or combined purposes.