如何通过零售服务质量实践提高客户对零售店的忠诚度？适度中介机制

Q3 Business, Management and Accounting Services Marketing Quarterly Pub Date : 2022-01-08 DOI:10.1080/15332969.2021.1997504

Achchuthan Sivapalan, Amit Shankar, Manish Das, Kajenthiran Konalingam

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引用次数: 6

摘要

摘要本研究提出并实证探讨零售服务质量(RSQ)实践对消费者忠诚度提升的调节中介机制。结果发现，实体因素、可靠性、人际互动和政策对顾客忠诚的影响显著中介于对零售商的情感承诺。此外，零售商的企业形象增强了可靠性、人际互动和零售政策对顾客忠诚的间接影响。通过研究RSQ维度、情感承诺和企业形象的相互作用如何丰富零售服务质量，本研究对零售文献有所贡献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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How to Enhance Customer Loyalty to Retail Stores via Retail Service Quality Practices? A Moderated Mediated Mechanism

Abstract This study proposes and empirically investigates a moderated mediation mechanism to enhance consumer loyalty via retail service quality (RSQ) practices. The results revealed that the impact of physical aspect, reliability, personal interaction, and policy on customer loyalty is significantly mediated by the affective commitment to the retailers. Further, the retailer’s corporate image enhanced the indirect effects of reliability, personal interaction and retailing policy on customer loyalty. By investigating how the interplay of RSQ dimensions, affective commitment and corporate image enriches retail service quality, this study contributes to the retailing literature.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.