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dc.contributor.authorOdekerken-Schröder, Gaby
dc.contributor.authorDe Wulf, Kristof
dc.contributor.authorKleijnen, M.
dc.date.accessioned2017-12-02T14:10:12Z
dc.date.available2017-12-02T14:10:12Z
dc.date.issued2001
dc.identifier.urihttp://hdl.handle.net/20.500.12127/491
dc.description.abstractThis study's prime interest is to assist retail managers in deciding where they are likely to get the greatest response to their expenditures on quality improvement. An empirical test involving 287 consumers reporting on a wide array of stores assesses whether the relationship between three quality dimensions (technical quality, functional quality, and relational quality) and store loyalty is moderated by age, gender and store size. The structural equation model indicates that relational quality is the prime driver of store loyalty, seemingly overruling the impact of technical quality and functional quality. Most importantly, the results suggest that older consumers are relatively more strongly affected by technical quality than younger consumers. Another interesting finding is that retailers reap more benefits from their quality investments if they offer relational quality to female as opposed to male consumers. Store size was not found to mitigate the impact of the quality dimensions investigated.
dc.language.isoen
dc.subjectCustomer Satisfaction
dc.titleThe impact of quality on store loyalty: a contingency approach
dc.identifier.journalTotal Quality Management & Business Excellence
dc.source.volume12
dc.source.issue3
dc.source.beginpage307
dc.source.endpage322
vlerick.knowledgedomainMarketing & Sales
vlerick.supervisor
vlerick.typearticleArticle in academic journal
vlerick.vlerickdepartmentMKT
dc.identifier.vperid35859
dc.identifier.vperid140818
dc.identifier.vperid140972
dc.identifier.vpubid519


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