Retail store image: a means‐end approach

Abstract

Retail store image has been shown to play an important role in store patronage, and it is widely accepted that psychological factors have a significant role in store image formation. Past research has often involved the measurement of tangible attributes, or links between store images and consumers’ self‐images. This study was undertaken to move to the next stage by exploring the link between perceived store image and the personal values which underlie behavioural choices. Fashion retailing was selected as an appropriate research domain because of the well‐established associations between clothing choice, personality, self concept, and personal values. Means‐end theory and laddering methodology were employed in interviews with 30 female respondents. The hedonic values of “enjoyment and happiness” and “quality of life” were found to be the terminal values most sought by consumers in association with store image. These were linked through the consequence “nice feeling” to the tangible attributes of “price”, “quality” and “reputation”. The study illustrates an application of means‐end methodology in a retail environment, and the results provide a platform for fashion store image and positioning strategies. Suggestions for further research are made.