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ArticlePerceived service quality and customer satisfaction in a store performance framework

Anne W. Mägi1996

Article1996

Perceived service quality and customer satisfaction in a store performance framework

Anne W. Mägi · Claes‐Robert Julander

110 citations·0/0 files stored·Journal of Retailing and Consumer Services

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Customer Service Quality and Loyalty Consumer Market Behavior and Pricing Consumer Retail Behavior Studies

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1992A National Customer Satisfaction Barometer: The Swedish Experience 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1994Putting the Service-Profit Chain to Work

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2017Destination perceived quality, tourist satisfaction and word-of-mouth 2011Achieving customer satisfaction in services firms via branding capability and customer empowerment 2017Elucidating perceived overall service quality in retail banking 2011The relationship between customer satisfaction and service quality : a study of three service sectors in Umeå 2005Loyalty transfer from offline to online stores in the UK grocery industry

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2002Performance-only measurement of service quality: a replication and extensionarticle · 17 shared references 2008The Importance of Quality, Satisfaction, Trust, and Image in Relation to Rural Tourist Loyaltyarticle · 15 shared references 2008Research themes, concepts and relationshipsarticle · 15 shared references 1995Return on Quality (ROQ): Making Service Quality Financially Accountablearticle · 14 shared references 1997INTQUAL ‐ an internal measure of service quality and the link between service quality and business performancearticle · 14 shared references 2007Outcomes of service encounter quality in a business-to-business contextarticle · 14 shared references

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Year1996

Typearticle

Published1996-01-01

VenueJournal of Retailing and Consumer Services

ISSN-L0969-6989

Languageen

Citations110

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/0969-6989(95)00040-2

openalex_workW2076190352

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