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Service quality and store performance: some evidence from Greece

Irene Daskalopoulou (Department of Economics, University of Patras, Patras, Greece)
Anastasia Petrou (Department of Economics, University of Patras, Patras, Greece)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 2005

Abstract

Purpose

To contribute to the largely unexplored issue of directly assessing the effect of service quality factors on store performance.

Design/methodology/approach

Service quality is decomposed into tangible elements, such as store size and personnel. A binary probit model is utilized in order to analyze the effect of various service quality factors on the probability that a store performs above average compared with its competitors.

Findings

Results indicate that the store size, product variety, location and belonging to chain, variables exert the largest positive effect upon the probability that a store experiences above‐average performance.

Research limitations/implications

The present study suffers the limitation of a rather small usable questionnaires sample, albeit that the very satisfactory fit of the estimated econometric model allows for the findings to be a reliable comparison basis with future findings.

Practical implications

The approach proposed here can be widely used for empirical investigation in order to provide findings that may be compared across services sectors, trading places/countries and time. On the other hand, the importance of such findings to managerial decision‐making processes is evident.

Originality/value

The paper introduces a framework for empirically investigating the direct effect of service quality elements on store performance.

Keywords

Citation

Daskalopoulou, I. and Petrou, A. (2005), "Service quality and store performance: some evidence from Greece", Managing Service Quality: An International Journal, Vol. 15 No. 1, pp. 24-40. https://doi.org/10.1108/09604520510575245

Publisher

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Emerald Group Publishing Limited

Copyright © 2005, Emerald Group Publishing Limited