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21 – 30 of over 56000Ernest Emeka Izogo, Ike-Elechi Ogba and Kenneth Chukwuma Nwekpa
The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western…
Abstract
Purpose
The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western retail stores setting.
Design/methodology/approach
A quantitative approach was employed, using 19-item, seven-point Likert scaled questionnaire administered to 350 participants with 67 per cent usable response rate. Data was analysed using exploratory factor analysis, Cronbach’s α internal consistency; correlation analysis and One-Way Analysis of Variance test.
Findings
Trust-Quality services emerged as the most outstanding determinant of relationship marketing within the retail stores context followed by relational orientation, commitment and proximity. Quality services were found to have the most significant positive impact on trust whereas trust was found to have a strong positive impact on commitment. Relational orientation was found to have a strong positive impact on trust, commitment and quality services but proximity was found to be a docile factor determining commitment and relational orientation. Finally, consumers were identified as being more relationally oriented than retailers and all categories of consumers can be served with same blend of relationship marketing strategies.
Research limitations/implications
Since findings could not be generalized across other sectors and regions, guides for testing the proposed research model are put forward.
Practical implications
Relationship marketing implementation within the context of retail stores will be more successful if based on delivery of quality services. Consumers are also more likely to patronize closer than distant retail stores. As such, even if retail firms build strong trust, commitment and relational orientation with customers through quality services, consumers will still patronize stores that are closer to them more than stores in distant locations. Siting retail stores in locations with the largest pool of customers’ is therefore central to enhancing retail stores performance. All categories of customers could be served with same stream of relationship marketing strategies because designing different schemes of relationship marketing programmes for different customer categories were found to be counter-productive.
Originality/value
This paper identified 16 attributes that are important to consumers under four dimensions: Trust-Quality services, relational orientation, commitment and proximity within the retail stores context. The findings are acknowledged to be unique because they emerged from a largely under-researched collectivistic emerging market where relationship marketing formation is key.
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Diego A. de J. Pacheco, Rodrigo Veleda Caetano, Samuel Vinícius Bonato, Bruno Miranda dos Santos and Wagner Pietrobelli Bueno
Small retail stores in the luxury market face significant challenges due to fluctuations in market demand. This task turns challenging as it requires effectively coordinating and…
Abstract
Purpose
Small retail stores in the luxury market face significant challenges due to fluctuations in market demand. This task turns challenging as it requires effectively coordinating and translating customer needs into specific requirements that align with retail goals and available resources. However, limited empirical research exists investigating how managers can address service value and quality attributes in small retail stores. This article aims to bridge this gap by investigating the role of quality function deployment (QFD) in improving market and quality requirements management in small retail stores.
Design/methodology/approach
Based on the case study, a customer survey was initially conducted to gather information on critical characteristics valued in the luxury retail segment. QFD was used to assist the company in identifying and prioritizing key quality attributes to meet customer requirements effectively.
Findings
The findings demonstrate that implementing QFD in small luxury retail stores empowers managers to identify previously neglected product and service quality aspects. The article shows that QFD informs organizational adaptations that align with the demands of the retail market, leading to an improved ability to meet customer expectations and enhance customer value through the development of enhanced products and services. The study showcases the efficacy of the tested methodology in effectively capturing and prioritizing both tangible and intangible customer needs in retail.
Practical implications
Findings offer valuable insights to retail managers of small luxury stores, providing actionable market-oriented strategies. By implementing the recommended practices, managers can improve the store’s competitiveness and better cater to the customer base.
Originality/value
This study contributes to bridging persistent knowledge gaps by addressing the unique context of small luxury retail stores and introducing the application of QFD in this setting. The insights gained from this research are relevant to both retailing and quality management literature. Considering the growing prevalence of transformations in the retail industry, the study provides practical implications for retail managers in effectively navigating these changes.
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– The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness.
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.
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Jessica L. Hurst, Linda S. Niehm and Mary A. Littrell
The purpose of this paper is to focus on the use of retail customer service as a value added component and potential success strategy for rural tourism retailers. More…
Abstract
Purpose
The purpose of this paper is to focus on the use of retail customer service as a value added component and potential success strategy for rural tourism retailers. More specifically, service quality expectations and perceptions as a means for segmenting tourism markets are to be examined.
Design/methodology/approach
Data were collected using a case study methodology in an established rural tourism community. Local customers, tourist customers, and retailers participated in the study. A canvassing approach was employed for administering a hand‐delivered, self‐report survey that examined parallel sets of service quality expectations and perceptions among the three groups, along with service satisfaction outcomes (i.e. retailer loyalty and purchase intentions). Descriptive analysis, factor analysis, t‐tests, and regression analysis were conducted.
Findings
Local and tourist customers' prior expectations for retail service quality were similar; however, local and tourist customers' post‐experience service quality perceptions differed significantly. A modified version of the SERVQUAL scale represented two service quality perception constructs important to local customers and retailers and one service quality perception construct for tourist customers.
Research limitations/implications
Generalizability of findings may be limited as the in‐depth study was conducted within a single rural tourism community in Iowa.
Practical implications
The study sheds light on service quality perception dimensions that are salient to local customers, tourist customers, and retailers. Results aid in the development of customer relationship management strategies for both local and tourist customers and enhanced competitive options for rural tourism retailers.
Originality/value
Findings provide baseline information regarding customer relationship management strategies aimed at establishing rural tourism retailer sustainability by simultaneously meeting service expectations and enhancing service perceptions for local and tourist customers.
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Min Zhang, Yiwei Li, Lin Sun and Farouk Adewale Moustapha
Brick-and-mortar store is an essential channel to deliver a seamless shopping experience and meet customer's dynamic needs in omni-channel retailing. This paper aims to understand…
Abstract
Purpose
Brick-and-mortar store is an essential channel to deliver a seamless shopping experience and meet customer's dynamic needs in omni-channel retailing. This paper aims to understand customers' expectations of the integrated stores and develop a measurement scale to assess in-store service quality in omni-channel retailing.
Design/methodology/approach
Grounded theory methodology (GTM) is employed to obtain a clear picture of consumer expectations and preferences regarding the omni-channel brick-and-mortar integrated stores. Then, an integrated store service quality scale is proposed, refined and validated using a questionnaire survey and structural equation model (SEM).
Findings
The measurement scale is set to include seven dimensions: in-store environment, in-store technology, product information consistency, employee assistance, personalization, channel availability and instant gratification and return. The relationships among these seven dimensions and customer satisfaction and loyalty are also verified. According to SEM, product information consistency is more important for customer satisfaction while personalization contributes more to customer loyalty. The results demonstrate that by analysing the seven dimensions, retailers can better understand customers and further improve service quality.
Originality/value
This paper proposes a sufficient measurement scale for in-store service quality and fills the gap in omni-channel retailing by capturing its integration attribute.
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Jianfei Li, Mengxia Sun, Li Ren and Bei Li
The advent of the new retail era witnessed the consumers’ demand shift from on the traditional product quality to on the full supply chain service quality, and product service and…
Abstract
Purpose
The advent of the new retail era witnessed the consumers’ demand shift from on the traditional product quality to on the full supply chain service quality, and product service and service manufacturing is gradually taking shape. The purpose of this paper is to propose whether there is a “quality bridge” in the dynamic evolution process of retail service supply chain (RSSC) and discuss the system role, steady-state characteristics and dynamic evolution mechanism of service quality in this dynamic evolution process.
Design/methodology/approach
This paper proposes the dissipation system structure of the RSSC under the steady-state quality constraint, constructs a Markov chain model (MCM) for the evolution of the service quality of RSSC, and tests the objective existence of the steady-state distribution of the service quality by taking Chinese HJ retail enterprises as samples.
Findings
The research value of this study is summarized as follows. The research finds that the evolution of service quality of RSSC is a dynamic and non-linear growth process, which has significant characteristics of complex adaptability and steady-state convergence. The study finds that the quality evolution process of the RSSC is a steady-state convergence process, and there is a steady-state distribution of quality in its co-evolution, in which different process input levels have a significant positive impact on the stable level of quality state. The study finds that the steady state of quality plays a crucial role in the collaborative evolution of the RSSC, that is, when the service quality reaches a certain steady state distribution, the operating efficiency and profit level of the whole chain will show an “explosive” growth trend.
Originality/value
Quality bridge, an original concept in this paper, represents the role of quality steady-state in the operation of RSSC. Based on Markov chain and system simulation tools, this paper verifies the existence of steady-state service quality and its positive effect on the co-evolution and sustainable development of RSSC. When the service quality reaches a certain steady distribution, the operating efficiency and income level of the whole chain will show n trend of explosive growth.
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Elena Patten, Wilson Ozuem and Kerry Howell
Consumer purchasing behaviour has changed substantially in the light of recent developments in E-commerce. So-called “multichannel customers” tend to switch retail channels during…
Abstract
Purpose
Consumer purchasing behaviour has changed substantially in the light of recent developments in E-commerce. So-called “multichannel customers” tend to switch retail channels during the purchasing process. In order to address changing consumer behaviour, multichannel fashion retailing companies must continue to learn how to provide excellent service to such customers. The purpose of this paper is to contribute to the interpretation of multichannel service quality by explaining it from the perspective of the so-called “multichannel customers”.
Design/methodology/approach
Drawing on social influence theory, this paper aims to investigate these issues from the perspective of multichannel customers. In contrast with dualist and objectivist studies, this paper uses a constructivist epistemology and ethnographic methodology. Such an approach is associated with an interpretivist ontological worldview, which postulates the existence of “multiple realities”. The sample size for this research consisted of 34 in-depth interviews and 2 focus groups comprising 10 focus group participants.
Findings
The data analysis fundamentally found that multichannel customers tended to continually adjust choices regarding retailer and retail ckhannel when making purchases. The perspective of this paper is different from mainstream positivist service quality research which sees service quality as static, objectively measurable and dualistic. As an alternative, this paper acknowledges service quality as a dynamic, subjective and pluralistic phenomenon.
Originality/value
This paper contributes to the interpretation of multichannel service quality with a new concept that explains the phenomenon from the perspective of customers and thus considers it necessary for multichannel retailers to adopt strategies relating to customers’ changing behaviour.
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Sanjiv Mittal, Rajat Gera and Dharminder Kumar Batra
The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective…
Abstract
Purpose
The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective of service quality determinants.
Design/methodology/approach
The paper empirically validates a parsimonious (multi-dimensional and multi-level) model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second-order model was tested and compared with a first-order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis.
Findings
The second-order service quality model was accepted based on parsimony as it consisted of five primary dimensions: Service delivery (describing the efficiency with which the service is provided), tangibles (the quality of physical service environment), reliability (the promise of right service being provided), core service (the attributes and features of the service product) and competence (the capability of employees and systems for providing the service). The second-order model enhances the understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles, especially the physical environment which facilitates efficient delivery of service.
Research limitations/implications
The research provides support for a multi-dimensional second-order model of service quality in retail banking service in India. The results show that customers form perceptions of overall service quality which are reflected by five primary dimensions. The primary dimension of tangibles is the most influential.
Practical implications
Organizations need to measure and manage overall service quality perceptions to build trust and reinforce loyalty intentions among their customers. Banks need to adopt a multi-level approach to managing service quality perceptions, i.e. both at the dimensional level and organizational level.
Social implications
This study would contribute to the enhancement of service quality outcomes in retail banking services in India which has a crucial role in the economic development.
Originality/value
The study proposes and validates a parsimonious and hierarchical model of service quality in the context of retail banking in Indian cultural context. Thus this research provides support to existing knowledge of service quality measurement and management and extends the understanding of its structure by validating the multi-level model in an emerging market context.
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Lauren M. Trabold, Gregory R. Heim and Joy M. Field
The online retail industry is enormous, covering a great assortment of products and services. Yet, little research has examined whether determinants of success in online retailing…
Abstract
Purpose
The online retail industry is enormous, covering a great assortment of products and services. Yet, little research has examined whether determinants of success in online retailing are similar or differ by industry sector. The purpose of this study is to examine industry sectors separately to distinguish drivers associated with overall satisfaction for the online consumers in those sectors.
Design/methodology/approach
The paper uses ridge regression to examine how e‐service quality dimensions are associated with overall customer satisfaction for several e‐retailing sectors.
Findings
While several e‐service quality dimensions exhibit a similar impact across all sectors, several other dimensions exhibited sector‐by‐sector differences. The drivers that frequently differ across sectors include price perceptions, ease of returns and refunds, and privacy experience.
Research limitations/implications
As an exploratory study, research opportunities and limitations derive from the public source of data, sample sizes within some of the sectors, and the ridge regression methodology.
Practical implications
Related prior research examined individual e‐retailing sectors, leading to scattered sets of findings that cannot be triangulated. The research allows for comparison by the manager, and presents empirical insights for managers in several e‐retail sectors.
Originality/value
This paper is one of only a few studies to examine a consistent set of e‐service quality measures on a sector‐by‐sector basis. The paper is also unique in that it uses publicly available data sources to examine these relationships, providing managers with insights on how they might analyze such public data sets for their own usage.
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Prachi Jain and Vijita Singh Aggarwal
The purpose of this paper is to check the reliability and validity of a well-acknowledged scale developed by Pratibha A. Dabholkar (1996) in the context of Indian organized…
Abstract
Purpose
The purpose of this paper is to check the reliability and validity of a well-acknowledged scale developed by Pratibha A. Dabholkar (1996) in the context of Indian organized grocery retail and also to identify new aspects of service quality with respect to grocery retail from literature that have not been taken into account in earlier studies and to finally develop a new scale to measure service quality of organized retail grocery stores with consultation from several experts.
Design/methodology/approach
In order to achieve the objectives of the research, both descriptive and exploratory research designs have been employed such that a survey of 800 respondents was undertaken as part of descriptive research whereas exploratory research was conducted to add new dimensions to the existing service quality measurement model so as to develop a new comprehensive scale.
Findings
The results of the study suggest that all the five dimensions of Dabholkar’s model are not suitable to measure service quality in Indian organized grocery retail stores. Therefore, a new instrument with total four dimensions has been developed.
Practical implications
The study is of great importance for the retailers as it offers a more comprehensive and specific scale to measure service quality of organized grocery retail stores.
Originality/value
This research supports and makes contribution to the previous research on development of service quality measurement scales in Indian context.
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