Journal ArticleDOI
The influence of store environment on quality inferences and store image
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This article examined how combinations of specific elements in the retail store environment influence consumers' inferences about merchandise and service quality and discussed the extent to which these inferences mediate the influence of the store environment on store image.Abstract:
The study reported here examines how combinations of specific elements in the retail store environment influence consumers’ inferences about merchandise and service quality and discusses the extent to which these inferences mediate the influence of the store environment on store image. Results show that ambient and social elements in the store environment provide cues that consumers use for their quality inferences. In addition, store environment, merchandise quality, and service quality were posited to be antecedents of store image—with the latter two serving as mediators—rather than components of store image (as they are typically treated in the store image literature). Theoretical and managerial implications of the findings are discussed, and future research directions are proposed.read more
Citations
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Journal ArticleDOI
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:
TL;DR: In this article, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality.
Journal ArticleDOI
A measure of service quality for retail stores: Scale development and validation
TL;DR: In this article, a hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality literatures as well as three separate qualitative studies, and confirmatory factor analysis based on partial disaggregation technique and cross-validation using a second sample support the validity of the scale as a measure of retail service quality.
Journal ArticleDOI
Atmospheric Effects on Shopping Behavior
L. W. Turley,Ronald E. Milliman +1 more
TL;DR: A review of the literature on the effects of facility-based environmental cues or "atmospherics" on buyer behavior can be found in this paper, where the authors identify gaps in the literature and suggest potential future topics for atmospheric related research.
Journal ArticleDOI
The impact of technology on the quality-value-loyalty chain: A research agenda
A. Parasuraman,Dhruv Grewal +1 more
TL;DR: In this article, the authors proposed a simple model summarizing the key drivers of customer loyalty, and on the basis of this model, they outline a set of issues for further research related to the quality-value-loyalty chain.
Journal ArticleDOI
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Lloyd C. Harris,Mark M.H. Goode +1 more
TL;DR: A four-dimensional scale of loyalty that reflects Oliver's [Satisfaction, a Behavioral Perspective on the Consumer, McGraw-Hill, New York, 1997] conceptualization of a sequential loyalty chain is proposed, operationalized, and tested as discussed by the authors.
References
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Journal ArticleDOI
The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Reuben M. Baron,David A. Kenny +1 more
TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
TL;DR: In this paper, evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value for a product.
Journal ArticleDOI
Evaluating service encounters: The effects of physical surroundings and employee responses.
TL;DR: For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm as mentioned in this paper. But this evaluation may not be accurate.