Offline consumption experience dimensions

Kerin [19]

Policy experience, shopping environment experience,

personnel service experience


Product selection, commodity prices, service personnel, and customer factors including social impact, experience, product preferences, etc.

Wee &


Shopping tendency (consumer factor), environmental atmosphere, shopping center features, product quality and added value (business factors), shopping mall convenience (traffic factors)

Terblanche & Boshoff

Personnel contact, personal interaction, merchandise value, store environment, merchandise variety and assortment, and compliant handling

Tian Shengbing

Shopping environment experience, store personnel service experience, product experience, after-sales service experience

Pa Xia Ning & Zhang Liyun

Sensory experience, service experience, emotional experience, and communication experience


Person-to-person experience, store shopping experience, price and value, data integration and analytics, marketing and communications

Zhang Zhenxing & Bian Yajing

Sensory experience, emotional experience, thinking experience, relationship experience, moral experience