... three sequential mystery shopper evaluations across a car-brand dealership network. It applies a structured assessment model across pre-visit, visit and post-visit stages. Findings Service-quality scores generally improved over time, with significant gains observed in needs identification, vehicle...

... Publishing Limited Licensed re-use rights only H1. The quality of a reselling platform’s system positively influences users’ perceived usefulness of the platform. Service quality in digital market platforms is a key determinant of user confidence, satisfaction, and long-term...

...). © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Product assortment Price transparency Service quality Intention to write reviews Satisfaction Regret Repurchase intention However, when the quality of the product/service is substandard...

... This study found that buyers and sellers do not consider the delivery costs when the courier service guarantees the service quality. In contrast, the service quality offered is determined by problem-solving responsiveness, delivery accuracy and tracking systems. They also consider the short delivery time...

...Sunil Dutt Trivedi; Abhinav Nigam; Ashutosh Pareek The origin of service quality measurement can be traced to the seminal work of Parasuraman et al. (1985) . They developed the SERVQUAL scale, which is still one of the most popular service quality measures. SERVQUAL measures...

...Sílvia Faria; João M.S. Carvalho; Vera Teixeira Vale Purpose This paper aims to analyse the importance of service quality and store design as critical variables to promote differentiation and make consumers feel satisfied and committed to a retail brand. Retailers usually undervalue the store...

... Licensed re-use rights only 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...

.... This study has extended the research on SE by developing a new model with possible antecedents and outcomes in the retail context. Retailing Customer delight Quality management Service quality Service excellence While the seven factors, service leadership, service culture, quality management...

... of animal healthcare. Recognition of the importance of value co-creation to the sector should encourage professional stakeholders to develop and adopt integrated models of service provision and to provide improved levels of service quality. The paper makes an original contribution to knowledge...

..., 1996 ; Peter et al., 1993). One criticism concerns the dual measurement basis of the model. A single measurement of the perceived performance is found to provide an equally good measure of the perceived service quality as the dual measurement, at the same time as it is more “respondent...

...Grégory Bressolles; Francois Durrieu; Kenneth R Deans Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach...

...Sheilagh Resnick; Carley Foster; Tony Woodall Purpose – The purpose of this paper is to explore the relationship between service quality, the service encounter and the retail experience within a changing UK retail environment. Design/methodology/approach – Data were gathered from 40...

...Alessandro De Nisco; Gary Warnaby Purpose The purpose of t his study is to analyse the influence of three selected physical components of the urban environment – physical design, space layout and functionality, and store external appearance – on consumers' perceptions of service quality...

...Nor Asiah Omar; Rosidah Musa Purpose This research aims to empirically develop a reliable and valid scale for measuring the service quality of retail loyalty programmes (loyalty programme service quality (LPSQual)) in the context of department stores and superstores in Malaysia. Design...

... and so any platform that uses technology as the primary delivery system should be as user‐friendly as possible. Customers’ evaluations of bank service quality involve the use of diverse criteria that are likely to differ in importance based upon individual needs and preferences, with some criteria...

... encoded behavior of service employees. With three types of behavior it was possible to explain customers’ feelings of warmth. Warmth also correlated with measures such as likeability, perceived quality and service loyalty. Study 2 used a hotel reception as a setting, and service quality was manipulated...

... to improve aspects of the training courses to which due attention may not be being paid at the present time. © MCB UP Limited 2000 Retailing Training Service quality Evaluation Spain The retail sector is increasingly important in developed countries. According to the Labour Trend...

...Subhash C. Mehta; Ashok K. Lalwani; Soon Li Han Current measures of service quality do not effectively capture customers’ perceptions of service quality for different types of retail stores. Explores the usefulness of SERVPERF, the perceptions component of SERVQUAL and a retail service quality...

...Eugene Sivadas; Jamie L. Baker‐Prewitt Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department store context. Tests two complementary models that examine this interrelationship...

... Limited 1993 Betting Customer service Gambling business Service quality Training techniques ...