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Consumer Behaviour

C/M/1271. Dissertation. Impact of Servicescape on Customer Buying Behaviour: Case Study of Laptop Market

WORDS:
14900
DATE:
2009
PRICE:
149.99 GBP

The dissertation investigates the impact of servicescape on customers’ buying behaviour analysing the laptop segment of the computer retail industry. The review of literature touches on the UK laptop industry, an overview of Sony’s Vaio and Apple’s Mac divisions, the definitions of servicescape as the integration of the tangibles and intangibles of the retail environment, the dimensions of servicescape, the influence of servicescape on buying behaviour, etc. Interpretevism research strategy is used to evaluate the impact of cross-cultural servicescape using a case study of Sony and Apple stores and applying the techniques of Critical Incident content analysis to the primary data collected via semi-structured interviews and questionnaires. Conclusions are made about the importance of servicescape in a product based retail environment.

 

KEYWORDS: Dissertation, servicescape, laptops, Sony, Vaio, Apple, Mac, PC, computer retail, customer buying behaviour,

 
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