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Simulating attachment to pure‐play fashion retailers
Ashman, Rachel; Vazquez, Delia - In: International Journal of Retail & Distribution Management 40 (2012) 12, pp. 975-996
model. Originality/value – The study is one of the first to empirically study pure‐play fashion retailing, providing …Purpose – The purpose of this paper is to identify how pure‐play fashion retailers can simulate attachment to their web … generated from the literature review. A sample of 688 female young fashion consumers from The University of Manchester …
Persistent link: https://www.econbiz.de/10014803605
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The relationship between brand experience, brand personality and customer loyalty
Pham Thi Minh Ly; Le Tuan Loc - In: International journal of business and economics 16 (2017) 2, pp. 109-126
Persistent link: https://www.econbiz.de/10011971363
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How not to let business slip away
In: Strategic Direction 26 (2010) 10, pp. 6-8
Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the...
Persistent link: https://www.econbiz.de/10015010542
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Using E‐S‐QUAL to measure internet service quality of e‐commerce web sites in Greece
Santouridis, Ilias; Trivellas, Panagiotis; Tsimonis, … - In: International Journal of Quality and Service Sciences 4 (2012) 1, pp. 86-98
Purpose – The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall...
Persistent link: https://www.econbiz.de/10014802486
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The influence of grey consumers' service quality perception on satisfaction and store loyalty behavior
Lu, Yan; Seock, Yoo‐Kyoung - In: International Journal of Retail & Distribution Management 36 (2008) 11, pp. 901-918
Purpose – The purpose of this study is to identify grey consumers' perceived service quality at department stores and to examine the relationships between perceived service quality, their satisfaction and loyalty to those stores. Design/methodology/approach – A structured questionnaire was...
Persistent link: https://www.econbiz.de/10014803392
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EXQ: a multiple‐item scale for assessing service experience
“Phil” Klaus, Philipp; Maklan, Stan - In: Journal of Service Management 23 (2012) 1, pp. 5-33
Purpose – The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple‐item scale for measuring customers' service experience (EXQ). Design/methodology/approach – The authors present exploratory research developing a conceptualization of service...
Persistent link: https://www.econbiz.de/10014894413
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2013 Awards for Excellence
In: Journal of Service Management 25 (2014) 1
Persistent link: https://www.econbiz.de/10014894546
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Service quality and customer loyalty perspectives on two levels of retail relationships
Wong, Amy; Sohal, Amrik - In: Journal of Services Marketing 17 (2003) 5, pp. 495-513
This study attempts to examine the impact of service quality dimensions on customer loyalty, on two levels of retail relationships: person‐to‐person (salesperson level) and person‐to‐firm (store level). A total of 1,261 surveys were administered to shoppers who were leaving a large chain...
Persistent link: https://www.econbiz.de/10014904986
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Beyond service attributes: do personal values matter?
Durvasula, Srinivas; Lysonski, Steven; Madhavi, A.D. - In: Journal of Services Marketing 25 (2011) 1, pp. 33-46
Purpose – Service firms constantly look for ways to differentiate their offering. Recently, personal values have emerged as a way to understand how customers fulfill deeper needs when consuming a service. This paper aims to examine how personal values operate in the evaluation of higher...
Persistent link: https://www.econbiz.de/10014905322
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Too posh to push direct? (how luxury brands are successfully using direct marketing)
Handley, L. - In: Strategic Direction 27 (2011) 11
Persistent link: https://www.econbiz.de/10015011780