PurposePrior research exploring the relationships among sacrifice, service quality, value, satisfaction, and behavioral intentions in service evaluation models did not consider customer characteristics. This study aims to test the moderating effects of two demographic variables (i.e. gender and age) on all the relationships in the “comprehensive” service evaluation model.Design/methodology/approachResponses from a diverse group of shoppers (n=2,727) in six retail categories (cosmetics, electronics, fashion, jewelry, telecom services, and department stores) were examined using structural equation modeling.FindingsThe negative relationship between sacrifice and perceived value, and the positive association of perceived value and satisfaction with behavioral intentions, is stronger for the male and older customers; whereas the positive association of service quality with satisfaction and value is stronger for female and younger customers.Research limitations/implicationsThe study examined behavioral intentions instead of actual behavior due to its cross‐sectional design. However, in the categories examined (cosmetics, fashion, department stores, etc.) where purchase frequencies range from moderate to high, behavioral intentions may highly correlate with actual behavior.Practical implicationsThe findings help retail managers understand the differences in the influence of perceived sacrifice, value, service quality, and satisfaction on the behavioral intentions of customers, based on individual characteristics such as gender and age. They should be able to plan and prioritize their marketing activities for diverse customer segments.Originality/valueThe study offers new insights on the individual differences in the service expectations and perceptions, which in turn affect customer behavior and loyalty.

This paper extends the concept of customer perceived value (CPV) to the tourist outshopping context and explores the differences in antecedents and outcomes of CPV between cross-border and international outshoppers. A large-scale field survey in Hong Kong with cross-border outshoppers from Mainland China and international shoppers from four Western countries (Australia, Canada, UK and USA) shows that perceived product quality, risk and value-for-money have a stronger effect on CPV for cross-border outshoppers; and employee service quality and lifestyle congruence for international outshoppers. CPV also has a stronger positive effect on satisfaction, word-of-mouth and repeat purchase intentions for cross-border outshoppers; whereas satisfaction has a stronger positive impact on word-ofmouth and repeat purchase intentions for international outshoppers. We discuss the conceptual contribution and managerial implications of our findings for international retailers, researchers and tourism organizations.

PurposeThe purpose of this study is to examine the impact of relationship coordination on the performance of trade intermediaries.Design/methodology/approachThis study uses a model of interfirm governance involving multiple members – customers, suppliers and a firm's internal members. In supply chains involving more than two members, the dyadic approach to studying business relationships is inadequate. Dyadic relationships are often influenced by other connected relationships. Thus, this study provides a broader understanding of relationship management in the supply chain.FindingsA major task of intermediaries is to facilitate the flow of materials, information and resource along the supply chain. Growth in outsourcing and competition between supply chains have created a need for intermediaries to manage relationships with other members in the supply chain. How should intermediaries manage these relationships for success? Are there positive linkages between supplier relationship management, customer relationship management, intermediary business processes and intermediary performance? The findings of this study will help intermediaries to improve overall performance and to contribute to global trade.Originality/valueThis preliminary study should prompt further investigations into how internal and external relationships can be integrated for superior performance in global trading operations.

PurposeThis study aims to identify the types of relationships that intermediaries form with their suppliers and customers in the apparel supply chain and their implications for performance.Design/methodology/approachCluster analysis was conducted on the supplier and customer relationships of 90 trade intermediaries in the apparel industry.FindingsThree configurations were identified: moderately dependent relationships with suppliers and customers and moderate flexibility upstream; highly dependent relationships with suppliers and customers but low flexibility upstream; and relationships with suppliers and customers that are low in dependence. Performance of firms using these configurations differed. Firms that cultivated some dependence upstream and downstream performed best. Firms with highly dependent relationships with suppliers and customers but low flexibility upstream performed almost as well. This group was highly skilled in relationship management. Firms that maintained low dependence with suppliers and customers performed the worst.Research limitations/implicationsFindings were based on a limited sample of 90 firms. Relationship configurations may differ in other industries, e.g. car industry.Practical implicationsFor a supply chain to be effective, firms need to consider how they structure the relationships along the supply chain to facilitate the flow of information, goods and resources.Originality/valuePrior research has considered relationships as independent dyads. This study looks at tripartite relationships involving suppliers and customers in the supply chain.

Prior research shows that a comprehensive service evaluation model best explains the relationships among perceived service quality, sacrifice, value, satisfaction, and behavioral intentions; however, it ignores the influence of culture on these relationships. This article tests the moderating effects of the individualism-collectivism dimension of national culture on all the relationships in the comprehensive service evaluation model. Findings from a large-scale study across six retail categories (cosmetics, electronics, fashion, jewelry, telecom services, and department stores) show significant differences in the strength of relationships in the service evaluation process between shoppers from individualistic versus collectivistic cultures.