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Cited by 406

The DOI matches its Crossref record; 50 of the 50 references it cites were found in a registry or an index.

Service quality and customer loyalty perspectives on two levels of retail relationships

Wong, Amy, Sohal, Amrik·2003·Journal of Services Marketing
DOI 10.1108/08876040310486285
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Abstract

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 departmental store in Victoria, Australia. The results showed that service quality is positively associated with customer loyalty, and that the relationship between the two is stronger at the company level, rather than at the interpersonal level. Specifically, among the dimensions of service quality, the most significant predictor of customer loyalty at a company level is tangibles, while the most significant predictor of customer loyalty at an interpersonal level is empathy. Further discussion and managerial implications can be drawn from these findings.

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Metadata

Authors
Wong, A., & Sohal, A.
Venue
Journal of Services Marketing
Publisher
Emerald
Published
2003-09-01
Volume
17
Issue
5
Pages
495-513
ISSN
0887-6045 (ISSN-L)
DOI
10.1108/08876040310486285
OpenAlex
W2041181313
Cited by
406
References
50
FWCI
9.82
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: Service quality and customer loyalty perspectives on two levels of retail relationships. https://app.cochat.ai/papers/10.1108/08876040310486285
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Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing. https://doi.org/10.1108/08876040310486285

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.