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Title: Tourist shoppers’ evaluation of retail service : a study of cross-border versus international outshoppers
Authors: Sharma, P
Chen, ISN 
Luk, STK
Keywords: Tourist shopping behavior
Cross-border outshoppers
International outshoppers
Evaluation of retail service
Issue Date: 2015
Publisher: SAGE Publications
Source: Journal of hospitality and tourism research, 2015, p. 1-28 How to cite?
Journal: Journal of hospitality and tourism research 
Abstract: This article extends the concept of customer perceived value (CPV) to the tourist outshopping context and explores the differences in antecedents and outcomes of CPV between cross-border and international outshoppers. A large-scale field survey in Hong Kong with cross-border outshoppers from mainland China and international shoppers from four Western countries (Australia, Canada, the United Kingdom, and the United States) shows that perceived product quality, risk, and value for money have a stronger effect on CPV for cross-border outshoppers, and employee service quality and lifestyle congruence for international outshoppers. CPV also has a stronger positive effect on satisfaction, word of mouth, and repeat purchase intentions for cross-border outshoppers, whereas satisfaction has a stronger positive impact on word of mouth and repeat purchase intentions for international outshoppers. We discuss the conceptual contribution and managerial implications of our findings for international retailers, researchers, and tourism organizations.
ISSN: 1096-3480
EISSN: 1557-7554
DOI: 10.1177/1096348015584439
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