N. Sütütemiz and M. Saygılı
Vol 16 | Issue 1, pp. 61-83
Abstract
This paper was structured to examine the effects of shopping motivations that are classified as hedonic and utilitarian on the online buying intentions of consumers. In this context, one of the three aims of the study was to reveal traditional shopping motivations for online shopping, and the second aim was to test whether traditional shopping motivations are also valid for online shopping, whereas the last aim was to examine the effects of traditional shopping motivations on purchasing intention. The population of the study was consumers who are shopping online and older than 18 years. The sample was chosen via the convenience sampling method among consumers, and accordingly,
460 participants were included examined. The survey method was used as a data-gathering technique, and the data were analyzed with the Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) methods. The findings showed that the motivations of traditional shopping are also valid for online shopping and have an effect on purchasing intentions. Primarily, it was found that the relative effect of utilitarian motivation is high.
Keywords: Hedonic Shopping Motivations, Utilitarian Shopping Motivations, Online Purchase Intention, Online Shopping
This article may be downloaded from the following locations:
References
Ahmed, K. A. A. 2015. ‘Utilitarian and hedonic motives of university students in their online shopping-a gender based examinatıon. Global Management Review, 9(4): 71-91.
Ajzen, I. 1991. ‘The theory of planned behaviour’, Organisational Behaviour and Human Decision Processes, 50: 179-211. Akar, E. (2008). İnternet Ortamında Pazarlama. İnci Varinli and Kahraman Çatı (ed.). In Güncel Pazarlama Yaklaşımlarından Seçmeler. Detay Yayıncılık. İstanbul.
Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A. & Wood, S. 1997. ‘Interactive home shopping: Consumer, retailer, and manufacture incentives to participate in electronic marketplaces’, Journal of Marketing, 61(3): 38–53.
Antonides, G. & Raaij, W. F. 1998. Consumer Behaviour: A European Perspective. New York: John Wiley & Sons.
Arnold, M. J. & Reynolds, K. E. 2012. ‘Approach and avoidance motivation: Investigating hedonic consumption in a retail setting’, Journal of Retailing, 88(3), 399-411.
Arnold, M. J. & Reynolds, K. E. (2003). ‘Hedonic shopping motivations’, Journal of Retailing, 79(2): 77-95.
Babin, B. J. & Attaway, J. S. 2000. ‘Atmospheric affect as a tool of creating value and gaining share of customer’, Journal of Business Research, 49: 91-99.
Babin, B. J., Darden, W. R., & Griffin, M. 1994.’ Work and/or fun: Measuring hedonic and utilitarian shopping value’, Journal of Consumer Research, 20(4):644- 656.
Bagozzi, R. P., Youjae, Y. & Phillips, L. W. 1991. ’Assessing construct validity in organizational research’, Administrative Science Quarterly, 36(3): 421-458.
Batra, R. & Ahtola, O. T. 1990. ‘Measuring the hedonic and utilitarian sources of consumer attitudes‘, Marketing Letters, 2(2): 159-170.
Bellenger, D. N. & Korgaonkar, P. K. 1980. ‘Profiling the recreational shopper‘, Journal of Retailing, 56(3): 77– 92. Berry, L. L., Carbone, L. & Haeckel, S. H. (200?). ‘Managing the total customer experience‘, MIT Sloan Management Review, 43(3): 1-6.
Blake, B. F., Neuendorf, K.A. & Valdiserri, C. M., 2005. ‘Tailoring new websites to appeal to those most likely to shop online’, Technovation, 25: 1205–1214.
Bridges, E., & Florsheim, R. 2008. ‘Hedonic and utilitarian shopping goals: The online experience’, Journal of Business Research, 61(4), 309-314.
Bruner II, G. C., & Kumar, A. 2005. ‘Explaining consumer acceptance of handheld internet devices’, Journal of Business Research, 58: 553-558.
Byrne, B. M. 2010. Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming. 2nd Edition, Routledge, New York.
Cai, Y. & Cude, J. B. 2008. Online Shopping. J. Jian Xiao (ed.). In Handbook of Consumer Finance Research. New York: Springer Science & Business Media. 137-159.
Campbell, R. M., Jr. 2002. Measuring Consumers Evaluations of the Functional, Symbolic and Experiential of Brands. Oregon: University of Oregon.
Chakraborty, S., & Soodan, V. 2019. ‘Examining utilitarian and hedonic motivations in online shopping in India: Moderating effect of product browsing behavior’. International Journal of Recent Technology and Engineering (IJRTE), 8(1C2):117-125.
Chang, C. C. & Chen, C. W. 2015. ‘Examining hedonic and utilitarian bidding motivations in online auctions: Impacts of time pressure and competition’, International Journal of Electronic Commerce, 19(2): 39-65.
Chang, E., Burns, L. D. & Francis, S. K.2004). ‘Gender differences in the dimensional structure of apparel shopping satisfaction among korean consumers: the role of hedonic shopping value‘, Clothing and Textiles Research Journal, 22(4): 185-199.
Chen, J., Ching, R. K.H., Luo, M. M. & Liu, C.C. 2008. ‘Virtual experiential marketing on online customer ıntentions an loyalty‘, Proceedings of the 41st Hawaii International Conference on System Sciences-2008, IEEE.
Chen, M. H., Lee, H. H., Tsai, K. M. & Lin, L. S. W. 2008. ‘Ceating values for online shoppers. International Conference on Business and Information‘, South Korea, Seoul: Academy of Taiwan Information Systems Research. 7-9 July, 5.1: http://ibacnet.org/bai2008 (2 September 2014).
Chiang K.-P. & Dholakia R. R. (2003). ‘Factors driving consumer ıntention to shop online: an empirical ınvestigation‘, Journal of Consumer Psychology, 13(1-2), 177-183.
Childers, T. L., Carr, L. C., Peck, J. & Carson, S. 2001. ‘‘Hedonic and utilitarian motivations for online retail shopping behavior’, Journal of Retailing. 77: 511–535.
Chiu, C. M., Wang, E. T., Fang, Y. H. & Huang, H. Y. 2014. ‘Understanding customers’ repeat purchase intentions in B2C e‐commerce: The roles of utilitarian value, hedonic value and perceived risk’, Information Systems Journal, 24(1): 85-114.
Cronbach, L. J. 1951. ‘Coefficient alpha and the internal structure of tests‘, Psychometrika, 16(3): 297-334.
Dabholkar, P.A. & Bagozzi, R. P. 2002. ‘An attitudinal model of technology-based self service: Moderating effects of consumer traits and situational factors’, Journal of the Academy Marketing Science, 30(3): 184-201.
Danziger, P. N. 2004. Why People Buy Things: They Don’t Need: Understanding Predicting Consumer Behavior. Chicago: Dearborn Trade Publishing.
Davis, F. D. 1989. ‘Perceived usefulness, perceived ease of use and user acceptance of information technology’, MIS Quarterly, 13(3): 319-340.
Davis, R., Lang, B. & Diego, J. S. 2014. ‘How gender affects the relationship between hedonic shopping motivation and purchase intentions?’, Journal of Consumer Behaviour, 13(1): 18-30.
Dawson, S., Bloch, P. H.& Ridgway, N. M.1990. ‘Shopping motives, emotional states, and retail outcomes‘, Journal of Retailing, 66(4): 408-427.
Devaraj, S., Fan, M. & Kohli, R. 2002. ‘Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics‘, Information Systems Research, 13(3): 316-334.
Dhar, R. & Wertenbroch, K. 2000. ‘Consumer choice between hedonic and utilitarian goods‘, Journal of Marketing Research, 37(1): 60-71.
Dholakia, R. R. 1999. ‘Going shopping: key determinants of shopping behaviour and motivations’, International Journal of Retail and Distribution Management, 27(4): 154-165.
Doğrul, Ü. 2012. Elektronik Alışveriş Davranışında Faydacı ve Hedonik Güdülerin Etkisi. Sosyal ve Beşeri Bilimler Dergisi. 4(1): 321-331.
Eroglu, S. A., Machleit, K. A. & Davis, L. M. 2003. ‘Empirical testing of a model of online store atmospherics and shopper responses’, Psychology & Marketing, 20(2): 139–150.
Ertekin, C. Z. O. 2014. ‘Role of shopping motives, age and gender in evaluating retail atmospheric cues’, Asian Journal of Marketing, 8(1): 24-43.
Falk, P. 1997. The Scopic Regimes of Shopping. In: Falk, P., Campbell, C. (Ed.), The Shopping Experience. Saga Publications, London, pp. 177–185.
Fiore, A. M. & Kim, J. 2007. ‘An integrative framework capturing experiential and utilitarian shopping experience‘, International Journal of Retailing & Distribution Management, 35(6): 421-442.
Fishbein, M. & Azjen, I. 1975) Belief, Attitude, Intention and Behavior. Reading, MA: Addison – Wesley.
Fornell, C. & Larcker, D. F. 1981. ‘Evaluating structural equation models with unobservable variables and measurement error‘, Journal of Marketing Research, 18: 39-50.
George, J. F. 2004. The Theory of Planned Behavior and internet purchasing, Internet Research, 14(3): 198-212.
Ghosh, S., 1998. ‘Marketing business sense of the internet’, Harvard Business Review, March–April, 127–135.
Gilly, M. C. & Wolfinbarger, M. 2000. ‘A comparison of consumer experiences with online and offline shopping‘, Consumption, Markets and Culture, 4(2): 187-205.
Guido, G. 2006. ‘Shopping motives, big five factors, and the hedonic/utilitarian shopping value: An integration and factorial study‘, Innovative Marketing. 2(2): 57-67.
Haanpää, L. 2005. Shopping for fun or for needs? A study of shopping values, styles and motives of finnish consumers in 2001-2003. Proceedings of The 7th Conference of European Sociological Association. Torun, Poland, September, pp. 9-12.
Hae-Sook, K. 2005. ‘The types of clothing shopping value and the classification of consumer group by shopping values‘. Journal of Fashion Business, 9(6): 126-140.
Hair, J. F., Anderson, R. E., Babin, B. J. & Black, W. C. 2010. Multivariate Data Analysis: A Global Perspective (Vol. 7). Upper Saddle River, NJ: Pearson.
Haiyan, H., & Jasper, C. 2004. ‘Men and women: A comparison of shopping mall behavior’, Journal of Shopping Center Research, 11(1-2): 114-131.
Hansen, T. 2008. ‘Consumer Values, The Theory of planned behavior and online grocery shopping’, International Journal of Consumer Studies, 32: 128-137.
Hausman, A. V. & Siekpe, J. S. 2009. ‘The effect of web ınterface features on consumer online purchase intentions‘. Journal of Business Research, 62(1): 5-13.
Hirschman, E. C. & Holbrook, M. B. (1982). ‘Hedonic consumption: emerging concepts, methods and propositions‘, Journal of Marketing. 46(2): 92-101.
Hirschman, E. C. 1984. ‘Experience seeking: A subjectivist perspective of consumption‘, Journal of Business Research, 12 (March): 115-136.
Hoffman D. L. & Novak T. P. 1996. ‘Marketing in hypermedia computer-mediated environments: Conceptual foundations’, Journal of Marketing, 60(3): 50–68.
Holbrook, M. B. & Hirschman, E. C. 1982. ‘The experiential aspects of consumption: consumer fantasies, feelings, and fun‘, Journal of Consumer Research, 9(2): 132-140.
Howard, J. A., & Sheth, J. N. 1969. The Theory of Buyer Behaviour. New York: Wiley. https://www.thinkwithgoogle.com/feature/path-to-purchase-search-behavior/ (01 May 2018).
Ibrahim, M. F. & Wee, Ng. C. (2002). ‘The importance of entertainment in the shopping center experience: evidence from singapore‘, Journal of Real Estate Portfolio Management, 8(3): 239-254.
Irani, N., & Hanzaee, K. H. 2011. ‘The effects of variety-seeking buying tendency and price sensitivity on utilitarian and hedonic value in apparel shopping satisfaction’, International Journal of Marketing Studies, 3(3):89.
Jamal, A., Davies, F., Chudry, F. & Al-Marri, M. 2006. ‘Profiling consumers: a study of qatari consumers’ shopping motivations‘, Journal of Retailing and Consumer Services, 13(1): 67–80.
Jarrat, D. G. 1996. ‘A shopper taxonomy for retail strategy development‘, The International Review of Retail, Distribution and Consumer Research, 6(2):196-215.
Jarvenpaa S.L. & Todd P. A. 1996. ‘Consumer reactions to electronic shopping on the World Wide Web’, International Journal of Electronic Commerce, 1(2):59–88 .
Jiang, Y. & Wang, C. L. 2006. ‘The impact of affect on service quality and satisfaction: the moderation of service context‘, Journal of Services Marketing, 20(4): 211-218.
Jones, M. A., Reynolds, K. E. & Arnold, M. J. 2006. ‘Hedonic and utilitarian shopping value: investigating differential effects on retail outcomes‘, Journal of Business Research, 59: 974–981.
Keeney, R.L. 1999. ‘The value of internet commerce to the customer‘, Management Science, ABI/INFORMS Global, 45(4): 533-542.
Khan, U., Dhar, R. & Wertenbroch, K. A. 2004. Behavional Decision Theoretic Perspective on Hedonic and Utilitarion Choice. INSEAD, 2004/66/MKT, Working Paper Series.
Kim Y-K. 2002. ‘Consumer value: An application to mall and Internet shopping’, International Journal of Retail & Distribution Management, 30(11/12): 595–604.
Kim, H. S. 2006. ‘Using hedonic and utilitarian shopping motivations to profile ınner city consumers‘, Journal of Shopping Center Research. 13(1): 57-79.
Kim, Y. K., Sullivan. P. & Forney, J.C. 2007. Experiential Retailing. New York: Concerty and Strategies That Sell, Fairchild Publications, Inc.
Kim, Y. M. & K. Y. Shim. 2002. ‘The influence of intent shopping mall characteristics and user traits on purchase intent‘, Iris Marketing Review. 15 (2): 25–34.
Kim, Y.-K. 2001. ‘Experiential retailing: An interdisciplinary approach to success in domestic and international retailing‘. Journal of Consumer Services, 8: 287–289.
Kline, R. B. 1998. Principles and Practice of Structural Equation Modeling. NJ: The Gilford Press.
Koufaris, M., Kambil, A. & LaBarbera, P. A. 2001. ‘Consumer behavior in web-based commerce: an empirical study‘, International Journal of Electronic Commerce, Winter (2001–2002), 6(2): 115–138.
Kuhlmeier, D. & Knight, G. 2005. ‘Antecedents to internet-based purchasing: A multinational study’, International Marketing Review, 22(4): 460-473.
Kurtuluş, K. (1998). Pazarlama Araştırmaları (Cilt Yayın No:274). İstanbul: İ.Ü. İşletme Fakültesi.
Lee, H., Qu, H. & Kim, Y. 2007. ‘A study of the impact of personal innovativeness on online travel shopping behavior–A case study of Korean travelers’, Tourism Management, 28(3): 886-897.
Li, N. & Zhang, P. 2002. ‘Consumer online shopping attitudes and behavior: An assessment of research‘, Eight Americas Conference on Information Systems, 74: 508-517.
Liebermann, Y. & Stashevsky, S. 2009. ‘Determinants of online shopping: Examination of an early-stage online market‘, Canadian Journal of Administrative Sciences, 26: 316–331.
Limayem, M., Khalifa, M. & Frini, A. 2000. ‘What makes consumers buy from internet? A longitudinal study of online shoppig’, IEEE Transactions on Systems, Man and Cybernetics Part A, 30(4): 421-432.
Lin, H.-F. 2007. ‘Predicting consumer intentions to shop online: An empirical test of competing theories‘, Electronic Commerce Research and Applications, 6: 433–442.
Mahato, W. H. 1989. ‘Motives must be differential from needs, drives, wants: Strategy ımplications‘, European Journal of Marketing, 23(3): 33-35.
Malhotra, N. K. 2004. Marketing Research: An Applied Orientation. New Jersey: Pearson Prentice Hall.
Martínez-López, F. J., Pla-García, C., Gázquez-Abad, J. C., & Rodríguez-Ardura, I. 2014. ‘Utilitarian motivations in online consumption: Dimensional structure and scales’. Electronic Commerce Research and Applications,13(3):188-204.
Mathwick, C., Malhotra, N. & Rigdon, E. 2001. ‘Experiential value: Conceptualization, measurement and application in the catalog and ınternet shopping environment‘, Journal of Retailing, 77:39-56.
Michon, R., Yu H., Smith, D. & Chebat, J.-C. 2007. ‘The shopping experience of female fashion leaders‘, International Journal of Retail&Distribution Management, 35(6): 488-501.
Millan, E. S. & Howard, E. 2007. ‘Shopping for pleasure? Shopping experiences of hungarian consumers‘, International Journal of Retail & Distribution Management, 35(6): 474-487.
Miller, L. R., Acton, C., Fullerton, A. D. & Maltby, J. 2002. SPSS For Social Scientists. Palgrave Mac Millan, New York.
Mishra, P. & Datta, B. 2011. ‘Perpetual asset management of customer-based brand equity-The PAM evaluator’, Current Research Journal of Social Sciences, 3(1): 34-43.
Mohsin, M. (2020). ‘10 Online Shopping Statistics You Need to Know in 2020, Marketing Your Store, https://www.oberlo. com/blog/online-shopping-statistics (Erişim Tarihi: 10 June 2020).
Morganosky, M. A. & Cude, B. J. 2000. ‘Consumer response to online grocery shopping’, International Journal of Retail and Distribution Management, 28 (1): 17–26.
Moye, L. N. & Kincade, D. H. 2002. ‘Influence of usage situations and consumer shopping orientations on the ımportance of the retail store enviroment’. The International Review of Retail, Distribition and Consumer Research, 12(1): 59-79.
Nicholls, J.A.F., Kranendonk, Li, F. C. J. & Roslow, S. 2002. ‘The Seven year itch? Mall shoppers across time‘, Journal of Consumer Marketing, 19(2/3): 149-165.
Novak, T. P., Hoffman, D. L. & Duhachek, A. 2003. ‘The influence of goal-directed and experiential activities on online flow experiencies‘, Journal of Consumer Psychology, 13(1-2): 3-16.
Nysveen, H., Pedersen, P. E. & Thorbjornsen, H. 2005. ‘Explaning intentions to use mobile chat sevices: Moderating effects of gender’. Journal of Consumer Marketing, 22(5): 247-256.
O’Brien, H. L. 2010. ‘The influence of hedonic and utilitarian motivations on user engagement: The case of online shopping experiences‘, Interacting With Computers: Special Issue on User Experience. 22(5): 344-352.
Olsen, S. O. & Skallerud, K. 2011. ‘Retail attributes differential effects on utilitarian versus hedonic shopping value’, Journal of Consumer Marketing, 28(7): 532-539.
Olson, J. M. & Zanna, M. P. 1993. ‘Attitudes and attitude change’, Annual Review of Psychology, 28(3): 117-154. Overby, J. W. & Lee, E. J. 2006. ‘The effects of utilitarian and hedonic online shopping value on consumer preference and intentions‘, Journal of Business Research. 59: 1160-1166.
Ozen, H., & Kodaz, N. 2012. ‘Utilitarian or hedonic? A cross cultural study in online shopping’. Organizations and Markets in Emerging Economies, 3(2):80-90.
Parsons, A. G. 2003. ‘Assessing the effectiveness of shopping mall promotions: customer analysis‘. International Journal of Retail&Distribution Managemet, 31(2/3): 74-79.
Pearce, S., & Coughlan, I. 2012. ‘Utilitarian and hedonic based motivations for online shopping behaviour’. Charles Sturt University.
Rintamaki, T., Kanto, A., Kuusela, H. & Spence, M. T. 2006. Decomposing the value of department store shopping in to utilitarian, hedonic and social dimensions, International Journal of Retail & Distribution Management, 34: 6-24.
Rohm, A. J. & Swaminathan, V. 2004. ‘A typology of online shoppers based on shopping motivations’, Journal of Business Research, 57: 748–757.
Saydan, R. 2008. ‘Tüketicilerin online alışverişe yönelik risk ve fayda algılamaları’,Elektronik Sosyal Bilimler Dergisi, 7(23): 386-402.
Schermelleh-Engel, K., Moosbrugger, H., & Müller, H. 2003. ‘Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures’, Methods of Psychological Research Online, 8(2): 23-74.
Seo, S. & Lee, Y. 2008. Shopping values of clothing retailers percevied by consumers of different social classes. Journal of Retailing and Consumer Services, 15, 491-499.
Sheth, J. N., Newman, B. I. Gross, B. L. 1991. Consumption Values and Market Choices: Theory and Applications. Cincinnati, Ohio: South-Western Publishing Co.
Spangenberg, E. R. Voss, K. E. & Crowley, A. E. 1997. ‘Measuring the hedonic and utilitarian dimensions af attitude: A generally applicable scale‘. Advances in Consumer Research. 24: 235-241.
Statista (2019). Number of digital buyers worldwide from 2014 to 2021, https://www.statista.com/statistics/251666/number-of-digital-buyers-worldwide/ (10 June 2020).
Statista (2020). Share of internet users who have purchased selected products online in the past 12 months as of 2018. https://www.statista.com/statistics/276846/reach-of-top-online-retall-categories-worldwide/ (08 June 2020).
Sümer, N. (2000). Yapısal Esitlik Modelleri: Temel Kavramlar ve Örnek Uygulamalar. Türk Psikoloji Yazıları, 3(6): 49-74.
Swinyard, W. R. (1998). ‘Shopping mall customer values: the national mall shopper and the list of values‘. Journal of Retailing and Consumer Services, 5(3): 167-172.
Tabachnick, B.G. & Fidell, L. S. 2001. Using Multivariate Statistics, Needham Heights. MA: Allyn and Bacon. Tauber, E. M. (1972). ‘Why do people shop?’, Journal of Marketing, 36: 46-49.
Taylor, S. & Todd, P. A. 1995. ‘Understanding information technology usage: A test of competing models’, Information Systems Research, 6(2): 144–176.
Teo, T. 2001. ‘Demographic and motivation variables associated with Internet usage activities’. Internet Research: Electronic Networking Applications and Policy , 11(2):125–37.
Teo, T. S. H. 2006. ‘To buy or not to buy online: Adopters and non-adopters of online shopping ın singapore‘, Behaviour & Information Technology, 25(6): 497-509.
To, P. L., Liao, C. & Lin, T. H. (2007). ‘Shopping motivations on ınternet: a study based on utilitarian and hedonic value‘. Technovation, 27: 774–787.
Topaloğlu, C. 2012. ‘Consumer motivation and concern factors for online shopping in Turkey’, Asian Academy of Management Journal, 17(2):1-19.
TUIK (Türkiye İstatistik Kurumu) (2019). Hanehalkı Bilişim Teknolojileri (BT) Kullanım Araştırması, 2019, Haber Bülteni,
Sayı: 30574, 27 Ağustos 2019, http://tuik.gov.tr/PreHaberBultenleri.do?id=30574 (08 June 2020).
Van Slyke, C., Comunale, C. L. & Belanger, F. 2002. ‘Gender differences in perceptions of web-based shopping’, Communications of the ACM, 45(8):82-86.
Vankatesh, V., & Davis, F. D. 2000. ‘A theoretical extension of the technology acceptance model: Four longitudinal field studies’, Management Science, 46(2): 186-204.
Varadaraj, A. & Charumathi, D. 2019. ‘Impact of hedonic and utilitarian shopping motive on online purchase decision’, Center for Studies in European Integration Working Papers Series, (11):6-16.
Verhoef, P. C., & Langerak, F. 2001. ‘Possible determinants of consumers‟ adoption of electronic grocery shopping in the Netherlands’, Journal of Retaining and Consumer Services, 8(5): 275-285.
Wakefield, K. L. & Baker, J. 1998. ‘Excitement at the mall: determinants and effects on shopping responses‘, Journal of Retailing, 74 (Winter): 515-540.
Wang, S., Gomez-Insausti, R., Biasiotto, M., Barbiero, P. & Mcnall, B. 2000. ‘A comparative analysis of entertainment crossshopping in a power node and a regional mall‘, Journal of Shopping Center Research, 7(1): 59-84.
Yang, K. & Jolly, L. D. 2008. ‘Age cohort analysis in adoption in mobile data services: Gen xers versus baby boomers’, Journal of Consumer Marketing, 25(5): 272-280.
Zaichkowsky, J. L. 1985. ‘Measuring the involvement construct‘, Journal of Consumer Research,12: 341-352.
Zeithaml, V. A. 1988. ‘Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence’, Journal of Marketing, 52 (3): 2-22.