Purpose – The purpose of this study is to examine consumer perceptions of their shopping experience in a retail environment. Design/methodology/approach – Based on the literature, a model of relationship strength is developed and empirically tested with a sample of consumers in a chain...

This study attempts to examine the relationship between the dimensions of service quality and customer loyalty in a retail chain departmental store setting in Victoria, Australia. The focus of the study is on the differences between two retail districts; namely, the city retail district,...

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...