Showing papers in "Journal of Retailing in 1996"

TL;DR: In this article, the authors examined the empirical distinction between perceived service quality and satisfaction and found that the two constructs are distinct and there is some support for the model, with several modifications.

TL;DR: In this article, the authors examine one-on-one relationships between customers and sales associates, which they refer to as relationship selling to differentiate it from relationship marketing, using a qualitative research approach.

TL;DR: In this article, a causal modeling approach was used to test the relationship between co-worker involvement and supervisory support in a front-line service provider, and the results indicated a positive relationship between role conflict and job performance, and that job performance mediates effects of role stress on satisfaction.

TL;DR: In this article, the Journal of Retailing published a survey of the state of the art in the field of online retailing, and the definite version is available at: http://doi.sciencedirect.com/science/article/pii/S0022435996900068

TL;DR: The authors found that consumers' negative perceptions of store brands are driven primarily by the poor quality image of these products, and that consumers rely on extrinsic cues such as price and packaging to judge product quality, intolerance for ambiguity, perceived quality variation between national and store brand products.

TL;DR: In this article, personalization, the social content of interaction between service or retail employees and their customers, has been studied as an important mediator of customer satisfaction and patronage behavior, and the influence of this serviceenhancing factor is investigated within the nexus of SERVQUAL, a comprehensive measure of service quality.

TL;DR: In this article, the authors show that while (horizontal) product differentiation helps manufacturers, it hurts retailers, and while (directional) store differentiation helps retailers, it helps manufacturers.

TL;DR: In this paper, the authors propose and test a model of sales promotion for hedonic consumption illustrating that consumer response to sales promotions in leisure settings is a function of consumers' variety-seeking tendencies, loyalty to the service provider, and perceptions of the value of the service provision.

TL;DR: In this article, the authors conducted a well-controlled experiment to test the effect of using retail prices that end in the digits 99 rather than 00 (e.g., $29.99 rather than $30.00).

TL;DR: In this paper, the role of ethnicity as a determinant of adolescent consumers' approach to the retail marketplace and the factors ultimately related to consumer socialisation was investigated, and a total of 1,846 respondents were classified into three groups based on their ethnicity: Hispanic, Native American and White.

TL;DR: In this article, the authors focus on the impact of four staffing policies (promotion from within, promotion through seniority, well-defined career paths, and opportunities for intraorganizational mobility) on the job attitudes and behaviors of retail employees.

TL;DR: In this paper, the authors developed a new model for use by retailers that incorporates the following: learning or updating of demand, pricing policy, and optimal stocking policy, for new items where the selling season is limited and the retailer is quite uncertain about the true demand distribution.

TL;DR: In this article, the forecasting ability of artificial neural network (ANN) with multinomial logit model (MNL) in the context of frequently purchased grocery products for a retailer was empirically compared.

TL;DR: In this paper, the authors proposed an integrative framework for evaluating the impact of coupon face value on brand profitability and implement it by using readily available scanner data, revealing that when a manufacturer optimizes the market-level profitability from a coupon program, profit for individual chains in the market could be suboptimal.

TL;DR: In this article, a meta-analysis of the existing studies of ownership redirection is presented, focusing on the disparate operationalizations of the phenomenon itself, and the manner in which the construct measurement affects the determination of its existence.

TL;DR: In this article, the authors propose to solve the problem of missing data on customer inputs by treating stores as members of different latent classes, where the classes are defined by differences in customer inputs and other market characteristics, and the efficiency of each outlet would then be evaluated relative to others in its class, which allows for a more equitable evaluation of each retail outlet, in comparison to other units operating under similar conditions.

TL;DR: In this paper, the authors developed hypotheses on the relationship between regular price elasticity and retailer promotional variables, and between price sensitivity and retailer pricing policy, and tested these hypotheses by analyzing the variation of a frequently purchased consumer packaged brand across stores, both within and across chains.

TL;DR: In this paper, the authors consider several antecedents to the exercise of routine, creative, and deviant discretion in two service organizations in the banking and insurance industries and use invariance testing to test the hypothesized relationships across the two service settings.

TL;DR: In this article, the authors present an experiment that suggests consumer perceptions of retail price reductions may depend on the rationale the retailer provides for the reductions, and they discuss directions for future research are discussed.

TL;DR: In this article, the authors examined whether information technology contributes to the productivity of retail institutions and found that information technology is a productive input for retailers and that retailers are underutilizing information technology.

TL;DR: In this paper, the authors show that under certain conditions the aggregate pricing scheme improves channel coordination of retail prices and local services, and improves the total channel profit and the franchisor's profit.