Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth*

Bienstock, Carol C.; Scotter, James R. Van; Babakus, Emin

doi:10.1111/j.1540-5915.2004.02671.x

Cited by 206 publications

(139 citation statements)

References 82 publications

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“…Other empirical studies also provide support for this succession of relationships (Gotlieb et al, 1994;Baker & Crompton, 2000;Dabholkar et al, 2000;Brady et al, 2002, Deng et al, 2010. In an examination of the influence of service quality and merchandize quality on store traffic and sales growth Babakus et al (2004) report mediating effect of customer satisfaction. The contention that service quality does not directly influence behavioral intentions is also supported by Lonial et al's (2010) research performed on a sample of health care customers.…”

Section: Relationship Between Service Quality Customer Satisfaction mentioning

confidence: 87%

An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting

Ďaďo¹,

Táborecká-Petrovičová²,

Ćuzović³

et al. 2012

Serb J Management

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The main aim of this study is to examine the relationship between service quality and customer satisfaction and their impact on behavioral intentions in higher education setting in Serbia. Two competing models, revealed during the literature review, have been tested on a sample of Engineering Management students by means of structural equation modeling, performed via LISREL 8. Results of the study indicate that satisfaction is influenced by service quality and directly related to behavioral intentions, thus offering support for Oliver's (1999) cognition-affect-conation sequence of causal relationships in loyalty formation. Implications of the study have been discussed and limitations and directions for future research are outlined.

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Section: Relationship Between Service Quality Customer Satisfaction mentioning

confidence: 87%

An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting

Ďaďo¹,

Táborecká-Petrovičová²,

Ćuzović³

et al. 2012

Serb J Management

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show abstract

“…The liberal environment of the self-service stores for merchandise decisions, service quality and learning about competitive brands are the major attributes of retail self-service stores. 7 The retail self-service stores offer an environment of three distinct dimensions of emotions, for example, pleasantness, arousal and dominance. The retail self-service stores operate on a market size effect and a price cutting effect.…”

Section: Response Behaviour To Clearance Salesmentioning

confidence: 99%

Stimulating retail sales and upholding customer value

Rajagopal

2007

J Retail Leisure Property

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Consumer responses to clearance sales, both in terms of consumer satisfaction with the decision process and subsequent store choice behaviour, are explored in the paper through controlled experiments conducted involving clearance sales in a consumer choice and decision satisfaction context. The results suggest that consumer response to clearance sales is driven to a large extent by two factors: the effect of a clearance sale on the available options of goods and the degree of store loyalty. Response to a clearance sale was found to be a function of two primary forces -the degree to which a consumer was personally committed to the discount sales alternative, and changes in the diffi culty of making a decision due to limitation of buying options. Overall, the discussion of results of the two studies presented in the paper demonstrates that consumer response to clearance sales, both in terms of decision satisfaction levels and observed store-loyalty behaviour, are strongly infl uenced by the variables of price sensitivity, attractiveness of products, store loyalty and perceived value on available brands.

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“…These have been used frequently for identifying successful retail firms (see Souitaris & Balabanis, 2007;Babakus et al, 2004;Bloemer et al, 1998 In order to identify locations, firstly, we applied certainty probability (Groves et al, 2004) to ensure the overall coverage of the geographical domains of China: North, East, South Middle and West China. The certainty probability sampling process helps to reduce coverage error (Groves et al, 2004).…”

Section: Retailer and Location Selectionmentioning

confidence: 99%

Retail positioning through customer satisfaction: an alternative explanation to the resource-based view

Siebers

Zhang

2013

Journal of Strategic Marketing

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Through exploring factors influencing effective retail positioning strategies in an emerging market environment, this paper challenges the role of isolation mechanism and heterogeneous idiosyncrasy argued by the resource-based view theory. By drawing on a sample of 11,577 customers from hypermarkets, electronic appliance specialty stores and department stores in major Chinese cities, we set up ten hypotheses and confirm a nine-item model for customeroriented retail positioning (perceived price, store image, product, shopping environment, customer service, payment process, after-sales service, store policies, and shopping convenience). Our results show that different retail formats achieve success through the implementation of similar positioning strategies, in which case, it is not heterogeneity but homogeneity that contributes to retailers' success greatly at the development stage of retail expansion. Our results challenge previously proved effectiveness of inimitability to success by the resource-based view, and support homogenous idiosyncrasy of retailers in the implementation of customer-oriented positioning strategies in an emerging market.

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Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth*

Cited by 206 publications

References 82 publications

An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting

An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting

Stimulating retail sales and upholding customer value

Retail positioning through customer satisfaction: an alternative explanation to the resource-based view

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