The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth*
Abstract
Effects of perceived merchandise and service quality, relative to competition, on retail store performance are investigated using store traffic and revenue growth as outcome variables. A model is proposed and tested using aggregate customer data and store performance outcomes from a group of stores owned by a national retail organization. Results suggest that both service and merchandise quality exert significant influence on store performance, measured by sales growth and customer growth, and their impact is mediated by customer satisfaction. Implications of the results and future research directions are discussed.
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Citations
Cites
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Estimating within-group interrater reliability with and without response bias
James, L. R., Demaree, R. G., & Wolf, G. (1984) · Journal of Applied Psychology · doi:10.1037/0021-9010.69.1.85 · Cited by 4,774
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Aggregation bias in estimates of perceptual agreement.
James, L. R. (1982) · Journal of Applied Psychology · doi:10.1037/0021-9010.67.2.219 · Cited by 2,139
Dabholkar, P. A., & Bagozzi, R. P. (2002) · Journal of the Academy of Marketing Science · doi:10.1177/0092070302303001 · Cited by 1,898
Levels issues in theory development, data collection and analysis
Klein, K. J., Dansereau, F., & Hall, R. J. (1994) · The Academy of Management Review · doi:10.2307/258703 · Cited by 1,607
Cited by
Determinants of service quality and continuance intention of online services: The case of eTax
Hu, P. J., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009) · Journal of the American Society for Information Science and Technology · doi:10.1002/asi.20956 · Cited by 139
Buying environment characteristics in the context of e‐service
Kim, J., Kim, M., & Kandampully, J. (2009) · European Journal of Marketing · doi:10.1108/03090560910976438 · Cited by 136
Metadata
- Authors
- Babakus, E., Bienstock, C. C., & Van Scotter, J. R.
- Venue
- Decision Sciences
- Publisher
- Wiley
- Published
- 2004-09-22
- Volume
- 35
- Issue
- 4
- Pages
- 713-737
- ISSN
- 0011-7315 (ISSN-L)
- 1540-5915
- OpenAlex
- W1992479842
- Cited by
- 253
- References
- 7
- FWCI
- 21.52
- Type
- journal article
- Language
- en
- Open access
- closed
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- Babakus, E., Bienstock, C. C., & Van Scotter, J. R. (2004). Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth*. Decision Sciences. https://doi.org/10.1111/j.1540-5915.2004.02671.x
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.
