Access the full text.
Sign up today, get DeepDyve free for 14 days.
Gilbert A. Churchill Tom J. Brown (1993)
Improving the Measurement of Service QualityJournal of Retailing, 69
Jacob Jacoby (1985)
Forming Impressions of Merchandise and Service Quality
R. Kenneth Teas (1994)
Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a ReassessmentJournal of Marketing, 58
Steven A. Taylor J. Joseph Cronin (1994)
SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service QualityJournal of Marketing, 58
Ronald Savitt J. W. Hummel (1988)
Integrated Customer Service and Retail StrategyInternational Journal of Retailing, 3
Charles W. Lamb (1991)
An Evaluation of the SERVQUAL Scales in a Retailing Setting
R. Kenneth Teas (1993)
Expectations, Performance Evaluation, and Consumers’ Perceptions of QualityJournal of Marketing, 57
Steven A. Taylor J. Joseph Cronin (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
W. Glynn Mangold (1989)
Adapting the SERVQUAL Scale to Health Care Environment: An Empirical Assessment
Dhruv Grewal Julie Baker (1994)
The Influence of Store Environment on Quality Inferences and Store ImageJournal of the Academy of Marketing Science, 22
W. Earl Sasser Frederick F. Reichheld (1990)
Zero Defections: Quality Comes to ServicesHarvard Business Review, 68
Daniel A. Lehn Jay C. Hull (1991)
A General Approach to Testing Multifaceted Personality ConstructsJournal of Personality and Social Psychology, 61
Mark A. Davis Scott W. Kelley (1994)
Antecedents to Customer Expectations for Service RecoveryJournal of the Academy of Marketing Science, 22
Valarie A. Zeithaml A. Parasuraman (1994)
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future ResearchJournal of Marketing, 58
Michael H. Morris (1992)
Service Quality in a High-Tech Industrial Market: An Application of SERVQUAL
Scott D. Alden (1985)
Adolescents’ Cognitive Structures of Retail Stores and Fashion Consumption: A Means-End Chain Analysis of Quality
T. Smith (1989)
“Nurturing a Customer Service Culture.”Retail Control
Dennis Hocevar Herbert W. Marsh (1985)
Application of Confirmatory Factor Analysis to the Study of Self-Concept: First and Higher Order Factor Models and Their Invariance Across GroupsPsychological Bulletin, 97
P. Sellers (1990)
What Customers Really WantFortune, 121
Michael and John E. Swan. Bowers (1992)
“Generic Versus Service Specific Dimensions of Service Quality: Does SERVQUAL Cover Hospital Health Care?” Unpublished manuscript
Leonard L. Berry (1986)
Retail Businesses Are Service BusinessesJournal of Retailing, 62
Michael Guiry (1992)
“Consumers’ Evaluation of Retail Store Service Quality and Its Influence on Store Choice.” Working paper
Gregory W. Boller Emin Babakus (1991)
Empirical Assessment of SERVQUAL ScaleJournal of Business Research, 24
Douglas M. Lambert (1990)
Can the SERVQUAL Scale Be Generalized to Business-to-Business Services?
Leonard L. Berry A. Parasuraman (1991)
Refinement and Reassessment of the SERVQUAL ScaleJournal of Retailing, 67
Robert A. Westbrook (1981)
Sources of Consumer Satisfaction With Retail OutletsJournal of Retailing, 57
Leonard L. Berry (1994)
Moving Forward in Service Quality Research: Measuring Different Customer-Expectation Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions Link
James M. Carman (1990)
Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL DimensionsJournal of Retailing, 66
Valarie A. Zeithaml A. Parasuraman (1988)
SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service QualityJournal of Retailing, 64
Richard Oliver (1981)
Measurement and Evaluation of Satisfaction Processes in Retail SettingsJournal of Retailing, 57
Todd F. Heatherton Richard P. Bagozzi (1994)
A General Approach to Representing Multifaceted Personality Constructs: Application to State Self-EsteemStructural Equation Modeling, 1
Richard L. Oliver (1994)
Service Quality: Insights and Managerial Implications From the Frontier
A. K. Singh (1993)
An Empirical Assessment of the SERVQUAL Scale and the Relationship Between Service Quality and Satisfaction
James L. Heskett Christopher W. L. Hart (1990)
The Profitable Art of Service RecoveryHarvard Business Review, 68
Abstract Current measures of service quality do not adequately capture customers’ perceptions of service quality for retail stores (i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality literatures as well as three separate qualitative studies. Confirmatory factor analysis based on the partial disaggregation technique and cross-validation using a second sample support the validity of the scale as a measure of retail service quality. The implications of this Retail Service Quality Scale for practitioners, as well as for future research, are discussed.
Journal of the Academy of Marketing Science – Springer Journals
Published: Dec 1, 1996
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.