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Article
Publication date: 3 June 2014

Madhurima Deb and Ewuuk Lomo-David

The deployment of analytic hierarchy process (AHP) to help the retail industry to recognize which retail service quality (RSQ) dimensions require attention to create a…

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1782

Abstract

Purpose

The deployment of analytic hierarchy process (AHP) to help the retail industry to recognize which retail service quality (RSQ) dimensions require attention to create a sustainable competitive advantage. The purpose of this paper is to use a comparative evaluation model to compare retail stores (supermarkets) across several RSQ dimensions, validated and tested RSQ model in the context of Indian supermarkets and explore the existence of RSQ gap by studying the difference between customers’ perception and expectations.

Design/methodology/approach

This study deploys AHP in which the decision problem is broken down into hierarchy; thus customer preference involves the structuring of a hierarchy in terms of the overall objective, the selection criteria and the decision alternatives. AHP technique allows pairwise comparisons to be made among the alternatives with respect to the service dimensions.

Findings

This study validated the formal RSQ scale developed by Dabholkar et al., (1996) by a modification that led to making it more suitable to the Indian context.

Research limitations/implications

This research does not provide guidance on different course of action to be taken. Though this study identifies which service dimensions require improvement, it does not provide guidance on an appropriate action plan to address deficiencies.

Practical implications

Prospective and existing retailers can use this instrument effectively to measure the quality of their services as perceived by customers in comparison to their competition. This work will not only help the supermarkets to improve their competitive positioning in the marketplace but will help them to identify areas of services needing improvement on priority basis.

Originality/value

Application of AHP to determine the best customer preference is the first ever done in RSQ studies. It does open up another dimension for further studies.

Details

International Journal of Retail & Distribution Management, vol. 42 no. 6
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 8 September 2017

Achchuthan Sivapalan and Charles Jebarajakirthy

Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal…

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2653

Abstract

Purpose

Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal customer base. The purpose of this paper is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers.

Design/methodology/approach

The data were collected using questionnaire surveys from 2,375 customers of three main supermarkets in Sri Lanka. After testing the measurement model, two structural models were run to test hypotheses.

Findings

The findings showed that the RSQ positively influenced customer loyalty. From all the RSQ dimensions, the store’s physical aspects, personal interaction and policy had a significant influence on customer loyalty. The findings also demonstrated that information on retailers contributes to enhancing a customer’s favorable evaluation of the supermarket’s physical aspects, personal interaction and retailing policy.

Research limitations/implications

This study was conducted with supermarket customers in one country using the cross-sectional data. Hence, the model should be replicated among retail customers in other countries with the longitudinal data.

Practical implications

Practically, this study recommends to retailers which dimensions of service quality they need to focus to enhance customer loyalty to their business. The study furthermore recommends certain dimensions that need to be emphasized while retailers design their promotional and communication programs.

Originality/value

Information on retailers has been suggested as an antecedent for enhancing supermarkets’ service quality practices. Thus, this study proposes a comprehensive mechanism for enhancing customer loyalty to retailers via service quality practices.

Details

Marketing Intelligence & Planning, vol. 35 no. 7
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 11 April 2016

Olof Wahlberg

– The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness.

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1691

Abstract

Purpose

The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness.

Design/methodology/approach

A convenience sampling procedure was used to administer a web survey to visitors of a small Swedish town. Importance-performance analysis and statistical methods were used to analyse quality attributes and quality dimensions. Correlation analysis was run to measure the relationship between centre attractiveness and shopping loyalty.

Findings

The variety of retail outlets is what is most valued by visitors to a small town centre, followed by the provision of events and non-commercial activities and the design and maintenance of the physical environment in the centre. Surprisingly, the interpersonal behaviour has less impact on the perceived attractiveness than the aforementioned quality dimensions. Visitors’ shopping loyalty is significantly related to the perceived attractiveness.

Research limitations/implications

The study is a one-off study based upon a small Swedish town, but it is indicative of global shopping trends.

Practical implications

Implications for town centre management to enhance the attractiveness of the business district of a small town.

Social implications

Traditional town centres have been props for the surrounding societies, providing anscillary services beside retailing. When retail moves to out-of-town retail locations, this could lead to the erosion of interpersonal communications and central services for citizens.

Originality/value

Pioneering research on small Swedish town shopping.

Details

International Journal of Retail & Distribution Management, vol. 44 no. 4
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 8 April 2019

Christian Nedu Osakwe

Although customer-perceived quality (CPQ) has been studied for years, very little is known about the implications of CPQ to informal retail stores particularly in…

Abstract

Purpose

Although customer-perceived quality (CPQ) has been studied for years, very little is known about the implications of CPQ to informal retail stores particularly in collectivist and high uncertainty avoidance societies like Nigeria. More specifically, this study aims to investigate the indirect implications of CPQ to post-purchase behaviour primarily word-of-mouth (WoM) communication which is even more critical for customer acquisition in the research context. By so doing, it develops a contextualised model in which the emerging concept of commercial friendship (CF) is incorporated to mediate the relationship between CPQ and WoM communication.

Design/methodology/approach

Using a survey-based design, data were gathered from 372 informal merchants’ customers. Structural equation modelling technique primarily PLS-SEM (partial least squares structural equation modelling) was used in analysing the data.

Findings

The data confirm that the multifaceted CPQ construct has an important implication for WoM through the mediation of CF. Supplementary analysis reveals that CF fully mediates one of the sub-components of CPQ, namely, personal interaction in relationship to WoM in addition to acting as a partial mediator between store policy, physical aspect and reliability and WoM.

Originality/value

The value of this study is that it draws attention to the special role that CF plays in the investigation of the relationship between CPQ and WoM communication in the research context. Additionally, it is a step towards extending and contextualising research about service quality perceptions and its outcomes in non-traditional Western contexts.

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Article
Publication date: 1 August 2004

Valerie Kupke

First feelings and first impressions largely govern and delimit the kinds of experiences one expects and seeks. This paper reviews the application of multidimensional…

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4150

Abstract

First feelings and first impressions largely govern and delimit the kinds of experiences one expects and seeks. This paper reviews the application of multidimensional scaling (MDS) to retail market research and discusses how MDS is able to map these impressions and hence explain the retail centre image held by consumers. It proposes that retail centre image is not just relevant to marketers and retailers, but is also of importance to property managers who need an informed and holistic consumer orientation in order to create and sustain property value. By means of illustration MDS is applied to data based on shopper evaluations of seven retail centre items and an interpretation the results is offered.

Details

Journal of Property Investment & Finance, vol. 22 no. 4
Type: Research Article
ISSN: 1463-578X

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Article
Publication date: 1 June 2003

Robert Loo and Pamela Loewen

Several studies have reported on psychometric and factor‐analytic work related to the team climate inventory (TCI), including its four scales and 13 subscales. This…

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1496

Abstract

Several studies have reported on psychometric and factor‐analytic work related to the team climate inventory (TCI), including its four scales and 13 subscales. This exploratory study reports on the first research to examine team typologies based on team climate scores. The TCI was administered twice to 84 and 63 self‐managed teams of management undergraduates completing graded term projects. Following each TCI administration, a two‐stage clustering procedure (Ward’s and K‐means) was used to determine the number and team composition of clusters. Clusters were then plotted on the multidimensional space (INDSCAL) and a discriminant analysis performed to determine how well cluster membership was predicted using scores from the 13 TCI subscales. At the first TCI administration, three weeks into the term projects, the study obtained three team clusters on a two‐dimensional space. Near the end of the term projects, the study found two team clusters on a two‐dimensional space. Implications are presented for team building, interventions to improve team climate and management training.

Details

Team Performance Management: An International Journal, vol. 9 no. 3/4
Type: Research Article
ISSN: 1352-7592

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Article
Publication date: 1 March 1987

P. de Groot

Termination resistances can affect the behaviour of thin‐film resistors. Depending on the dimensions of a resistor both the TCR and the long‐term stability will be…

Abstract

Termination resistances can affect the behaviour of thin‐film resistors. Depending on the dimensions of a resistor both the TCR and the long‐term stability will be affected, while the termination resistance forms part of the practical resistance value. This paper deals with the results of an investigation concerning the influence of termination resistances with respect to the behaviour of thin‐film resistors. Three thin‐fiim technologies were investigated. Values for the resistance, TCR and ageing drifts of both the bulk material and the terminations will be discussed. Some remarks on the structure of a termination will be mentioned.

Details

Microelectronics International, vol. 4 no. 3
Type: Research Article
ISSN: 1356-5362

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Article
Publication date: 3 November 2015

Victoria Bellou, Irini Rigopoulou and John Kehagias

This paper aims to set out to add to extant knowledge by delineating the content of employer of choice (EOC) regardless of sector and shedding light on the role of gender…

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1954

Abstract

Purpose

This paper aims to set out to add to extant knowledge by delineating the content of employer of choice (EOC) regardless of sector and shedding light on the role of gender in the EOC profile. Becoming an employer of choice (EOC) is a strategy that can help organizations manage current and prospective employee expectations of their employment relationship.

Design/methodology/approach

Responses were gathered from 896 working adults. The questionnaire was developed by the researchers to reflect the employment experience. Parallel analysis and factor analysis were used to analyze the content of the EOC, and t-tests compares EOC factors between male and female individuals.

Findings

The results verify the multi-dimensionality of EOC and enrich its content. The most important facets of EOC for employees are the quality of workplace relationships, work prerequisites and satisfying work setting as the most important. With regards to how male and female employees perceive the EOC, both differences and similarities were found.

Research limitations/implications

Key limitations pertain to its cross-sectional design, the fact that gender is examined in isolation of other forms of identity that may interact with gender, and the fact that all respondents were Greek and white-collar.

Practical implications

The findings can support HR and marketing managers in their effort to attract talented individuals and retain and activate talented employees.

Originality/value

Existing evidence identifies the profile of EOCs within specific sectors, while we construct an EOC profile that crosses sector boundaries. Moreover, it is the first time that research into EOC takes gender into consideration in a structured way to offer a clearer understanding of what is valued by individuals.

Details

Gender in Management: An International Journal, vol. 30 no. 8
Type: Research Article
ISSN: 1754-2413

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Article
Publication date: 22 August 2008

Jack K. Ito and Céleste M. Brotheridge

The purpose of this paper is to determine whether the stages of group development are path‐dependent or whether a stage can have a direct influence beyond an adjacent…

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7275

Abstract

Purpose

The purpose of this paper is to determine whether the stages of group development are path‐dependent or whether a stage can have a direct influence beyond an adjacent stage; to test a model that distinguishes between task and process characteristics; and to examine the validity of the Group Development Assessment.

Design/methodology/approach

A total of 204 public servants responded to questionnaires pertaining to their respective teams. Their responses to the Group Development Assessment were analyzed through the use of confirmatory factor analyses and structural equation modeling.

Findings

This study found that, in general, teams follow a predictable pattern of growth (i.e. they grow up one stage at a time), but their ability to grow is influenced by how well they addressed previous challenges. Path dependency was partly supported since the prior stage was generally the strongest predictor of the subsequent stage. The findings on path dependency are consistent with pendular models since changes in an earlier stage can have significant effects on later stages. Support was found for the separation of tasks and process behaviors. The Group Development Assessment was reasonably reliable, and its items generally classified into their corresponding stages.

Research limitations/implications

The finding that, at a given moment, a variable such as dependency has a strong independent relationship with interdependence is consistent with a short time lag. However, a longitudinal study is needed to assess such lags.

Practical implications

As a group meets the challenges of a stage and moves forward, the assumptions or the foundations laid before need to be supported; otherwise the group may regress.

Originality/value

The study tests a group development model and offers recommendations for group interventions.

Details

Team Performance Management: An International Journal, vol. 14 no. 5/6
Type: Research Article
ISSN: 1352-7592

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Article
Publication date: 16 April 2018

Andres Musalem, Luis Aburto and Maximo Bosch

This paper aims to present an approach to detect interrelations among product categories, which are then used to produce a partition of a retailer’s business into subsets…

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1765

Abstract

Purpose

This paper aims to present an approach to detect interrelations among product categories, which are then used to produce a partition of a retailer’s business into subsets of categories. The methodology also yields a segmentation of shopping trips based on the composition of each shopping basket.

Design/methodology/approach

This work uses scanner data to uncover product category interdependencies. As the number of possible relationships among them can be very large, the authors introduce an approach that generates an intuitive graphical representation of these interrelationships by using data analysis techniques available in standard statistical packages, such as multidimensional scaling and clustering.

Findings

The methodology was validated using data from a supermarket store. The analysis for that particular store revealed four groups of products categories that are often jointly purchased. The study of each of these groups allowed us to conceive the retail store under study as a small set of sub-businesses. These conclusions reinforce the strategic need for proactive coordination of marketing activities across interrelated product categories.

Research limitations/implications

The approach is sufficiently general to be applied beyond the supermarket industry. However, the empirical findings are specific to the store under analysis. In addition, the proposed methodology identifies cross-category interrelations, but not their underlying sources (e.g. marketing or non-marketing interrelations).

Practical implications

The results suggest that retailers could potentially benefit if they transition from the traditional category management approach where retailers manage product categories in isolation into a customer management approach where retailers identify, acknowledge and leverage interrelations among product categories.

Originality/value

The authors present a fast and wide-range approach to study the shopping behavior of customers, detect cross-category interrelations and segment the retailer’s business and customers based on information about their shopping baskets. Compared to existing approaches, its simplicity should facilitate its implementation by practitioners.

Details

European Journal of Marketing, vol. 52 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

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