Sivadas, Eugene; Baker‐Prewitt, Jamie L. - In: International Journal of Retail & Distribution Management 28 (2000) 2, pp. 73-82
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. Empirically examines the relative...