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1 – 10 of over 68000Cheng Yu Sum and Chi Leung Hui
The purpose of this paper is to investigate which dimension of salespersons' service quality is of most importance for customer loyalty in a fashion chain stores setting. It also…
Abstract
Purpose
The purpose of this paper is to investigate which dimension of salespersons' service quality is of most importance for customer loyalty in a fashion chain stores setting. It also aims to assess the effects of two retail environmental factors (price level and customers' demographic variables) on the customer loyalty of salespersons service quality.
Design/methodology/approach
The study uses the SERVQUAL service quality instrument with modification in measuring the salespersons' service quality in the Hong Kong fashion retail environment. In order to measure customer loyalty in fashion chain stores, multi‐item measures were used to collect data on repatronage intentions, word‐of‐mouth intentions, and satisfaction. A total of 232 surveys were administrated to shoppers who were leaving a fashion chain store in Hong Kong.
Findings
The results showed that the empathy dimension of salesperson service quality is the most important for customer loyalty in Hong Kong's fashion chain stores but the empathy dimension of salespersons' service quality in fashion retail stores could not be affected by these two retail environmental factors. Furthermore, the salespersons' service quality in the reliability dimension is significantly impacted by the customers' demographic characteristics, but not by price level set by fashion chain stores.
Research limitations/implications
The study was carried out in four popular retail districts of Hong Kong and the results obtained may not be generalized to the country as a whole. The findings that are relevant in a fashion retail setting may not applicable in other retail environments.
Originality/value
The findings can direct fashion retailers to improve the specific service dimensions and work to provide customers with more value through services which will consequently improve internal and external standards of quality and performances in fashion retail settings, thus bringing about repeat customers and increased profitability.
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Marlene Amorim and Fatemeh Bashashi Saghezchi
The purpose of this paper is to investigate the existence of differences in service quality assessments across distinct retail store formats. We address customers’ quality…
Abstract
Purpose
The purpose of this paper is to investigate the existence of differences in service quality assessments across distinct retail store formats. We address customers’ quality assessments for physical aspects, personal interactions, reliability and policies dimensions in hypermarkets and supermarkets to analyse the impacts for satisfaction and loyalty.
Design/methodology/approach
The study builds on previous scales for service retail quality to develop a survey addressing customers of hypermarkets and supermarkets in Portugal. Data analysis addressed 248 complete questionnaires and involved statistical testing to explore differences in service quality expectations across retail store formats. The regression analysis was used to estimate impacts of each service quality dimension for customer satisfaction and loyalty intentions.
Findings
The results support the existence of differences in customers’ service quality assessments across retail store formats, notably for the expectations about different quality dimensions. Differences were also observed on the impacts for customer satisfaction and loyalty, in particular for the dimensions of reliability and personal interaction.
Research limitations/implications
The results suggest that managerial decisions regarding service in stores should be adjusted to the characteristics of each retail format. The generalizability of the results should be assessed by means of further investigation in other retail contexts.
Originality/value
Retail customers patronize multiple types of retail stores that compete on diverse service attributes. Building on existing service measurement scales, this paper provides a contribution to understand customer’s quality assessments across distinct store types to inform retail quality and service differentiation strategies.
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Giuseppe Leonardo Pinto, Claudio Dell’Era, Roberto Verganti and Emilio Bellini
Notwithstanding the importance innovation scholars have accredited to design-driven innovation (DDI), no attempts have been made so far to systematically study whether and how…
Abstract
Purpose
Notwithstanding the importance innovation scholars have accredited to design-driven innovation (DDI), no attempts have been made so far to systematically study whether and how this innovation strategy can be used in the retail context in order to gain and nurture competitive advantage. The purpose of this paper is to make a first step towards closing this gap, and therefore understand whether and how companies involved in retail service can create competitive advantage by the adoption of a strategy based on innovation of meanings.
Design/methodology/approach
Due to the complex ecosystem of variables that inevitably influence the problem, the case study approach represents the best option to grasp the different aspects highlighted by the research objectives. The analysis undertook a thorough and systematic comparison with the use of an ad hoc “paired comparison method”, in which common systemic characteristics have been intended as a controlled variable in order to minimise the variance and quantity of factors that can have an impact on the selected case studies; intersystemic differences have been understood as explanatory variables to decree the contribution in terms of novelty in relation to the current paradigm.
Findings
The paper provides empirical insights about how radical innovation in meanings can be a very important lever on which retail firms can act to gain and nurture their competitive advantage.
Research limitations/implications
Of course the study has several limitations, which represent however opportunities for future research. The authors say that the findings, given the exploratory nature of the study, cannot be generalised to any population of firms or markets, rather they should be used as a basis to develop theoretical understanding of a complex phenomenon and draw research propositions and hypotheses to be tested in subsequent deductive empirical research.
Practical implications
This paper highlights the importance to think, beyond shopping experience, at the role of new meanings when designing service innovation in retail firms. Although the findings do not have statistical relevance, given the exploratory nature of the study, they suggest that DDI can be a viable option for retail firm managers to improve their firms’ competitiveness.
Originality/value
The study presented in this paper has merit to broaden the generalisability of the DDI model to other industries, different from those where it was initially studied and applied. This is an important step toward conceptualising DDI as a novel management paradigm.
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Mary Long and Charles McMellon
A multidimensional measure of perceived online service quality was developed based on consumers’ comments about their experiences with online retailers. These comments were…
Abstract
A multidimensional measure of perceived online service quality was developed based on consumers’ comments about their experiences with online retailers. These comments were organized and compared to the SERVQUAL scale. A survey was administered to adults who had made online purchases or role‐played the experience. While reflective of the SERVQUAL dimensions, the new measures became less reliant on interpersonal interactions and more technologically relevant. A new dimension also emerged that reflects consumers’ concerns for the geographic distance and facelessness of their experience. The study points to areas of improvement for online service quality.
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Zijian Zhang, Yuanying Xu, Lijiao Meng, Renjie Luo and Jun Huang
This paper investigates the dual interactive effects of manufacturer encroachment on the supply chain and retailer provision of retail services.
Abstract
Purpose
This paper investigates the dual interactive effects of manufacturer encroachment on the supply chain and retailer provision of retail services.
Design/methodology/approach
Consider a supply chain dominated by manufacturers, retailers, and e-commerce platforms, with the manufacturers selling the same product online and offline. Utilizing Stackelberg’s game theory, examples of wholesale and retail prices and profits of participants in the supply chain under different channels are analyzed. An effective encroachment strategy for manufacturers facing different retail service investment strategies of traditional retailers is given.
Findings
When traditional retailers do not invest in retail services, they will lose more profit due to competition with the manufacturer. At this time, the retailer does not want the manufacturer to encroach. The traditional retailer’s investment in retail services will enhance its and the manufacturer’s profits, incentivizing the manufacturer to pursue an aggressive expansion strategy.
Originality/value
(1) Considers a situation where the selling efficiency of the manufacturer is lower than that of the traditional retailer. (2) The interaction between traditional retailers’ retail service investment strategies and manufacturers’ encroachment strategies is investigated where the manufacturer is the dominant player. The three modes of online direct sales, resale, and third-party platform agency are compared to provide a basis for decision-making on different types of manufacturers’ encroachment. (3) Offline retail services not only directly increase sales in the offline market but also indirectly have a negative effect on the online market.
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Asad Butt, Hassan Ahmad, Fayaz Ali, Asif Muzaffar and Muhammad Noman Shafique
This study aims to understand customer equity and loyalty using augmented reality (AR) and employee services in a physical retail environment. The current study investigated how…
Abstract
Purpose
This study aims to understand customer equity and loyalty using augmented reality (AR) and employee services in a physical retail environment. The current study investigated how customers’ experiences with AR-based and employee service affect their satisfaction, equity and loyalty.
Design/methodology/approach
A conceptual framework was developed by reviewing AR and employee services literature. The Smart PLS-SEM technique was used to test the responses of 620 Chinese respondents empirically.
Findings
The findings provided valuable insights into AR and employee services in a physical retail environment. Customers are more inclined to use AR services in the current business climate.
Research limitations/implications
This study’s sample was drawn from a single city, with a total of 620 respondents, which may not be a complete representation of China as a whole. As a result, the results may not be generalizable to a single city.
Practical implications
Retail brand managers should emphasize implementing innovative technologies in the physical retail environment to retain and attract customers. Pandemic consumers are opting for innovative technologies as part of their shopping experience due to changes in business models.
Originality/value
The researchers recognized AR and employee services as innovative domains in physical retail stores because they can increase sales, customer equity and loyalty. As a result, the framework results are precious to practitioners interested in implementing such innovative technologies for retail stores.
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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 objective of the research is to understand Indian consumers' definition of retail service quality with respect to small retailers and influence of hedonic and utilitarian…
Abstract
Purpose
The objective of the research is to understand Indian consumers' definition of retail service quality with respect to small retailers and influence of hedonic and utilitarian shopping values in determining their expectations towards small retail service quality.
Design/methodology/approach
Data were collected through a small retail store‐intercept technique in four cities of Northern India (n=386).
Findings
The results indicate that small retail service quality for Indian consumers comprises ambience, layout, and service/relationships dimensions. Hedonic and utilitarian shopping values influence consumers' service quality evaluations.
Research limitations/implications
The study did not consider demographic variables like income, education, and occupation as factors that might affect consumers' perceptions towards retail service quality.
Practical implications
The findings can help small retailers in improving their service quality by focusing on Indian consumers' hedonic and utilitarian shopping values. The research helps small retailers to combat the competitive pressures of organized retailing in the Indian retail landscape.
Originality/value
There has been limited research on understanding consumers' perceptions towards retail service quality in the Indian setting. Further, there is no research to examine Indian consumers' perceptions towards small retailers' quality attributes.
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Sarah Dodds, Nitha Palakshappa and Loren M. Stangl
Retail organizations that consider a service ecosystems view of sustainability focused on transformation have the potential to contribute to the wellbeing of individuals, business…
Abstract
Purpose
Retail organizations that consider a service ecosystems view of sustainability focused on transformation have the potential to contribute to the wellbeing of individuals, business and society. The purpose of this paper is to explore the transformative nature of sustainable retail fashion organizations and their impact on wellbeing within a sustainable retail service ecosystem.
Design/methodology/approach
A qualitative in-depth case study research design was implemented using four sustainable fashion brands. Data were collected from multiple sources including secondary data from company websites and publicly available reports and interviews with founders and/or high-ranking managers within the organization.
Findings
Three overarching themes critical to transformation in sustainable retail service ecosystems were identified: (1) embedded core purpose or ethos, (2) relevance of fit and (3) breadth and depth of message. Corresponding wellbeing elements were found within the three themes – community and society wellbeing, environmental wellbeing, business strategy wellbeing, consumer wellbeing, leadership wellbeing, employee wellbeing, stakeholder and value chain wellbeing and brand wellbeing.
Research limitations/implications
Future research offers an important opportunity to further explore the relationships between sustainability, TSR and wellbeing in other service contexts.
Originality/value
The paper contributes to transformative service research literature by conceptualizing a sustainable retail service wellbeing ecosystem framework.
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Sze Ling Ng, Sajad Rezaei, Naser Valaei and Mohammad Iranmanesh
The objective of this study is to examine the drivers of retail apps satisfaction and continuance intention. An integrative theoretical framework was developed based on the IS…
Abstract
Purpose
The objective of this study is to examine the drivers of retail apps satisfaction and continuance intention. An integrative theoretical framework was developed based on the IS success model, E-S-QUAL and expectancy and disconfirmation model to explain retail apps users’ satisfaction and continuance intention.
Design/methodology/approach
A total of 359 useable data were collected from the targeted Malaysian respondents who had experience in using retail apps services. Data were analysed using the partial least squares technique.
Findings
The results indicate that system quality and e-service quality positively influence retail apps usage satisfaction and have positive direct and indirect effects through satisfaction on continuance intention. The price level has a negative effect on retail apps usage satisfaction. Even though price level has no direct effect on continuance intention to use retail apps, it has an indirect effect on continuance intention through satisfaction.
Originality/value
Although the success of a marketing channel mainly depends on its continuance usage rather than first-time usage, few studies have paid attention to retail apps services. This study contributes to the advancement of knowledge on retail apps by explaining the roles of system quality, e-service quality and price level on retail apps satisfaction and continuance intention. Interestingly, the findings of multi-group analysis imply that female Gen Y app users are more satisfied than males while such differences do not impact their continuance intention to use the retail apps. The findings also suggested that frequency of using apps has no relevance to retail apps user satisfaction, but highly relevant to their continuance intention to use retail Apps services.
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