Showing papers in "Journal of Retailing and Consumer Services in 2005"

TL;DR: In this paper, the authors report on the construction of a service quality scale based on a multi-stage, multi-phase, and multi-sample approach, by employing a multiscale approach.

TL;DR: In this paper, the authors examined two schools of thought on the cause of customer loyalty in services industries: relationship marketing and service quality perspective, and found that affective commitment and continuance commitment were mainly partial mediators of the service quality-loyalty relationship.

TL;DR: This paper explored the extent to which repatronage intentions of retail stores are affected by perceived value for money, customer satisfaction and consumption feelings, and examined the effect of store service provision as an antecedent to such consumer evaluations.

TL;DR: In this paper, the authors focus on the development and testing (via survey method) of a model of services branding, which is tested in the context of service brands such as retail stores and banks and the results indicate that brand evidence (e.g., core service, employee service, brand name, servicescape, price/value for money, self-image congruence and feelings), along with advertizing and promotion, significantly influence consumer satisfaction, attitude and behavioural intentions towards the chosen service brand.

TL;DR: In this article, the authors explore the implications of franchising on the intellectual capital development and knowledge management for retail organisations, given that for retail organizations asset intangibility is a particular feature, and break new ground in engaging currently topical concepts from leading-edge debates in the management literature (IC and KM) to examine franchising in service sector businesses.

TL;DR: In this article, shoppers were observed at different stores and based on the behavioural cues they were classified into six segments, and the segments were differentiated largely on the basis of the type of products the stores sold and the format of the stores.

TL;DR: In this paper, the authors provide an insight into how a multi-dimensional view can better explain how and why customers are loyal, providing more direction to retail marketers for improving loyalty levels and hence profits.

TL;DR: In this paper, the authors explore the current practices of visual merchandising among 32 apparel e-tailers using content analysis and find that e-commerce sites will be able to justify the limitations and/or strengths of their current website.

TL;DR: The authors identified ten shopping style dimensions relevant to the Chinese working females and the four new dimensions which are not found in the CSI including personal style consciousness, environment and health consciousness, reliance on mass media, and convenience and time consciousness.

TL;DR: In this paper, the authors study the state of food retail system serving an ethnic minority community in the country and identify the barriers to the advancement of the supermarket format in this minority sector.

TL;DR: In this paper, the authors investigated the ways that visitor expectations change as a result of first-hand experience with a service in the context of a major art exhibition and found that forecast expectations were different to ideal expectations in both qualitative and quantitative ways and that these differences had important implications for perceptions of service quality.

TL;DR: In this article, the authors focused on the influence of store brand in shelf space management and concluded that the space allocated to private labels is clearly larger than that assigned to the whole of brands on average.

TL;DR: In this article, the role of managers in the development and implementation of work-life balance policies and practices in the UK retailing, tourism, and finance sectors is discussed in a series of interviews with senior managers, line managers and individuals who have direct experience of WLB practices.

TL;DR: In this paper, a study of small ethnic retail entrepreneurs and their target consumers in the UK is presented, which highlights the ambivalent nature of marketing practices followed by ethnic entrepreneurs revealing their role as bicultural mediators seeking to facilitate negotiations of multiple identities by their multi-ethnic consumers.

TL;DR: In this paper, the authors discuss the continued decline of the small shop sector in Britain and report on how an EU-funded (ESF) project is seeking lessons from transnational experiences of small shops in both Britain and Spain.

TL;DR: In this article, the relative importance of various choice criteria for main and secondary banks, highlights differences and considers marketing implications was analyzed, and significant differences between selecting a first and secondary bank were found.

TL;DR: In this paper, the authors used conjoint analysis to investigate the relative importance to consumers of prices and selected salesperson service attributes when shopping in consumer electronics stores and found that, regardless of price, a retailer should avoid poor service levels on any attribute, and a retailer who charges higher than average prices does not need to provide the highest service levels.

TL;DR: In this article, the authors examine dimensions of service orientation among market leaders and measure performance results of adopting selected customer service applications, finding that while a majority of retailers use the Internet to enhance company image, greater pay-offs come from offering more online services, particularly those that may be used by customers in the acquisition process (e.g., e-mail and online ordering) and for post-purchase support.

TL;DR: In this article, the authors explored the effect of customer appearance through dress on customer service quality in retail stores and found significant differences between customer expectations of service and service received overall, and the level of customer service received by customers differed significantly based on their appearances through dress.

TL;DR: In this paper, the authors investigated newly introduced service categories on a portal site as e-service brand extensions, and found that the fundamentally sound structure of the Aaker and Keller brand extension model for electronic services is confirmed.

TL;DR: Gamble as discussed by the authors examines the related euro illusion referring to an influence of the nominal representation on the subjective value of money when a small unit currency (high nominal value) is compared to a large-unit currency (low nominal value).

TL;DR: In this article, the authors developed various hypotheses regarding the likely impact of gender and company reputation on consumers' attitudes toward, and perceptions of, companies involved in non-fulfillment of promotions.

TL;DR: In this paper, the authors provide a model to estimate the amount of varied behaviour (VB) of retail customers that might be controlled by managers, and to find if the store format determines differences in the potential level of controllable VB, and in the management tools.

TL;DR: In this article, the authors describe recent investigations carried out amongst UK superstore retailers, and show that economies of scale with store size occur in two ways: through proportional reductions in retailer costs, including labour, goods delivery and store operation; and through increased store loyalty and customer expenditure per visit.

TL;DR: In this article, the authors apply the Gonul and Shi (1998) approach to the analysis of the optimal messaging and pricing policy mix by studying the past transaction patterns between a local supermarket and its consumers.

TL;DR: In this article, the authors investigated the impact of neighbourhood characteristics on the relative attractiveness of product categories within a store, with special attention for the differences between hypermarkets and supermarkets, and showed that geomarketing analysis can be useful for developing micromarketing strategies.

TL;DR: In contrast to countries such as the USA, Canada, UK and Europe where airlines made unilateral decisions on cutting agent commissions, the national carrier, South African Airways, and a representative body of travel agents has taken a negotiation approach as discussed by the authors.

TL;DR: In this article, the effects of the euro illusion on consumer choice as well as moderating effects of mood were investigated in three laboratory experiments employing convenience samples of students, and it was found that participants were more likely to feel positive and deacti-vated (calm and relaxed) than for participants who were induced to feel negative and activated (anxious and jittery).

TL;DR: In fact, the corporate adage, Satisfaction guaranteed or your money back, originated in the late 1800s when the now defunct retailer, Montgomery Ward (Strasser, 1989) implemented the guarantee as discussed by the authors.

TL;DR: In this paper, the authors defined a new conceptual framework to explain the impact of the Internet on the customer power and customer value in the context of the retail banking sector in Spain.