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Purpose: This study explores how mall image dimensions of atmosphere, design, and employee interaction affect customer experience in Malaysian retail malls. It also examines the role of shopping motivation as a mediator in these relationships, framed within Cognitive Appraisal Theory (CAT) and Self-Determination Theory (SDT). Research Design, Data, and Methodology: A cross-sectional survey was conducted among 269 shoppers in Klang Valley, Malaysia, using a structured questionnaire. The data were analyzed using Structural Equation Modelling (SEM) via SPSS and SmartPLS to assess the relationships between mall image dimensions, shopping motivation, and customer experience. Results: The study found that mall atmosphere and design did not significantly affect customer experience. However, employee interaction had a significant and positive impact, particularly for shoppers with higher intrinsic motivation. Shopping motivation also mediated the relationship between employee interaction and customer experience. Conclusions: The findings emphasize that employee interaction plays a crucial role in shaping customer experience, outweighing the influence of physical mall attributes. Retail managers should prioritize staff training and engagement strategies, especially for motivated shoppers, to enhance customer satisfaction. This research contributes to the literature by integrating emotional and motivational factors into the understanding of customer experience, offering valuable insights for retail strategies in an increasingly competitive online market.

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Impact of goal divergence, unbalanced dependence and miscommunication on marketing channel satisfaction Deepak Joy Mampilly, Sreedhara Raman, Kumar Chandar S p. 1-12
Systematic review of technology incubation, value chain and scaling : emerging trends in distribution and logistics Javier Ramírez, Girlesa Gallego, Olga Gutierrez, Johny García Tirado p. 13-32
Developing a business model for the success of traditional retail businesses in Nonthaburi Natdhachai Onkong, Cattaleeya Charpavang p. 33-46
Driving firm performance through digital supply chain transformation : evidence from Thailand’s manufacturing sector Rawin Vongurai p. 47-57
Emerging trends in retail and strategies to foster economic breakthroughs Ho Truc Vi, Vo Thi Ngoc Thuy p. 59-65
Enhancing the utilization of the Vietnam-Korea Free Trade Agreement (VKFTA) among Vietnamese SMEs Van Hoi Nguyen p. 67-75
Connectivity and seaport competitiveness in Ho Chi Minh City : managerial implications for port management Hien Thi Dieu Vo, Ho Phi Dinh, Quyet Xuan Nguyen p. 77-90
Exploring the influence of mall image dimensions, logistics, and distribution on customer experience : the role of employee interaction, atmosphere, and design in Malaysian retail malls Cheng Heng Loon, Nasreen Khan, Osman Mohamad, HM Mahfuzur Rahman p. 91-100
SME hotel business performance : entrepreneurship, distribution-centric recovery, and trade-oriented network relations strategies Hari Iskandar, Rahmat bin Hashim p. 101-115
(The) effects of managerial overconfidence on earning management strategies in traditional wholesale and retail business Sanghyun Ji, Sangbong An p. 117-131
(An) analysis of active seniors' sports wearable devices acceptance intention and use behavior : the focus on the technology readiness index and UTAUT Ji-Hye Kim p. 133-140

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