Customer evaluation of retail salespeople utilizing the SOCO scale: A replication, extension, and application

Brown, Gene; Widing, Robert E.; Coulter, Ronald L.

doi:10.1007/bf02726510

Cited by 89 publications

(41 citation statements)

References 6 publications

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“…Dwyer et al (1987) have spoken of ' socialization ' in the service encounter, stating that in relational exchanges, people derive satisfaction through personal interactions. Our results corroborate with earlier studies ( Brown et al , 1991 ;Beatty et al , 1996 ;Macintosh and Lockshin, 1997 ;Darian et al , 2001 ;Kim and Jin, 2001 ) that sales personnel behavior affected customers ' evaluation of the retailing service. The results indicate that customers gave importance to retailers ' clarity over company policies as an important determinant of service quality.…”

Section: Resultssupporting

confidence: 92%

Retailer behavior as determinant of service quality in Indian retailing

Khare¹,

Parveen²,

Rai³

2010

J Retail Leisure Property

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Section: Resultssupporting

confidence: 92%

Retailer behavior as determinant of service quality in Indian retailing

Khare¹,

Parveen²,

Rai³

2010

J Retail Leisure Property

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“…The reliability of scores derived from scales with different numbers of response categories was later investigated by Bendig (1953Bendig ( , 1954, who found relatively constant test-retest reliabilities over scales with two, three, five, seven, and nine response categories, relatively constant inter-rater reliability over scales with three, five, seven, and nine response categories, and a decrease in reliability for 11-point scales. A few subsequent researchers confirmed Bendig's finding that reliability is largely independent of the number of response categories (e.g., Boote, 1981;Brown, Wilding, & Coulter, 1991;Komorita, 1963;Matell & Jacoby, 1971;Peabody, 1962;Remington, Tyrer, Newson-Smith, & Cicchetti, 1979).…”

Section: Introductionmentioning

confidence: 84%

Optimal number of response categories in rating scales: reliability, validity, discriminating power, and respondent preferences

2000

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“…In addition, a 4-point scale was adopted here as the subjects would be forced to judge the goodness of the item without the option of choosing the middle point on the scale. Otherwise, a series of psychological studies have shown that the coefficient of reliability was independent of the number of scales (Bendig, 1953(Bendig, , 1954Brown, Wilding, & Coulter, 1991;Komorita, 1963;Matell & Jacoby, 1972;Wakita, Ueshima, & Noguchi, 2012), and a 4-poing scale is considered to be adequate.…”

Section: Experiments 1: Variant Forms Goodness Ratingmentioning

confidence: 99%

The Nature of Variation in Tone Sandhi Patterns of Shanghai and Wuxi Wu

Yan¹

2018

Frontiers in Chinese Linguistics

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The primary goal of this dissertation is to understand the variation patterns in suprasegmental processes and what factors influence the patterns. To answer the questions, we investigated the variation patterns of tone sandhi in the Shanghai and Wuxi Wu dialects of Chinese.Shanghai disyllables and trisyllables have been documented to have two different sandhi patterns: tonal extension and tonal reduction. Some items can only undergo tonal extension, some items can only undergo tonal reduction, and some can variably undergo either type of sandhi. Previous works have indicated that the syntactic structure, semantic transparency, and lexical frequency of the items all play a role in the sandhi application.Additionally, the morpheme length of trisyllabic items (1+2, 2+1) is also expected to affect their sandhi application.A variant forms' goodness rating experiment, together with a lexical frequency rating experiment and a semantic transparency rating experiment, showed that syntactic structure has a primary effect on sandhi application in general. It overrides the effect of semantic transparency, especially in modifier-noun items. The nature of the lexical frequency effect in Shanghai is related to the syntactic structure of the lexical item. Morpheme length effect is not found.Wuxi disyllables and trisyllables also have been observed to have two different sandhi patterns: tonal substitution and no sandhi. Some items can only apply tonal substitution, and some can apply either form variably. Syntactic structure and semantic transparency have been iv reported to affect Wuxi sandhi application, and morpheme length is also expected to have an effect in trisyllabic sandhi application.The three rating experiments conducted in Wuxi found that due to the lexical listedness of the opaque substitution pattern, frequency influences both modifier-noun and verb-noun positively, although modifier-noun prefers tonal substitution form more. Semantic transparency effect is only apparent for verb-noun disyllables. Moreover, morpheme length also distinguishes sandhi application between 1+2 and 2+1 modifier-noun items.In all, by using quantitative rating experiments, the present study shows that tone sandhi variation is regulated by both grammatical factors, such as syntactic structure, morpheme length, phonological opacity, and nongrammatical factors, such as lexical frequency.v

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Customer evaluation of retail salespeople utilizing the SOCO scale: A replication, extension, and application

Cited by 89 publications

References 6 publications

Retailer behavior as determinant of service quality in Indian retailing

Retailer behavior as determinant of service quality in Indian retailing

Optimal number of response categories in rating scales: reliability, validity, discriminating power, and respondent preferences

The Nature of Variation in Tone Sandhi Patterns of Shanghai and Wuxi Wu

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