Retail patronage intentions: the relative importance of perceived prices and salesperson service attributes

Darian, Jean C.; Wiman, Alan R.; Tucci, Louis A.

doi:10.1016/j.jretconser.2004.01.002

Cited by 59 publications

(48 citation statements)

References 18 publications

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“…Ailawadi et al [22] price, quality, brand Moon, Chadee, Tikoo [36] price, product, type Baker et al [25]; Darian, Wiman, Tucci [29] quality Ailawadi,Keller[23] purchasing convenience Pan, Zinkhan [38] depth and width of product Sarma, Sivakumaran, Marshall [45] impulse buying …”

Section: 서 론mentioning

confidence: 99%

Method for Selecting a Smart Television Product Model Using AHP

Byun¹

2014

Journal of Digital Convergence

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Because smart televisions (TVs) have various and innovative functions that are different from traditional TVs, consumers are front with a complex decision-making problem when they want to buy a best TV among alternatives made by many TV makers. TV manufactures have developed and announced different types of smart TV models and they need a comparative study for evaluating their characteristics. In this paper, we suggest the Analytic Hierarchy Process(AHP) method for deciding the best smart TVs regarding many selection criteria. The method provides a decision support for consumers who like to purchase a smart TV. We describe criteria affecting the smart TV selection through a literature review and suggest a user testing method in order to derive accurate judgments from consumers. Using the Expert Choice software package, we show a an numerical example how the priority of smart TVs are computed.Key Words : smart TV, selection criteria, Analytic Hierarchy Process, product selection, user testing, decision

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Section: 서 론mentioning

confidence: 99%

Method for Selecting a Smart Television Product Model Using AHP

Byun¹

2014

Journal of Digital Convergence

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“…Because these frontline employees serve as an interface between customers and retailers, the service quality of frontline employees is an essential component in customers' evaluation of the service quality of retailers (Baker et al, 2002;Brady and Cronin, 2001;Darian et al, 2005;Hartline and Ferrel, 1996;Parasuraman et al, 1988). In the retailing literature, sales staff services are believed to be dependent on sales staffs' product specific knowledge, helpfulness and accessibility (Darian et al, 2005;Hartline and Ferrel, 1996;Sharma, 2001).…”

Section: Sales Staff Servicesmentioning

confidence: 99%

“…In the retailing literature, sales staff services are believed to be dependent on sales staffs' product specific knowledge, helpfulness and accessibility (Darian et al, 2005;Hartline and Ferrel, 1996;Sharma, 2001). Sales people possessing these attributes can stimulate purchase incidence for a number of reasons.…”

Section: Sales Staff Servicesmentioning

confidence: 99%

“…Because consumers sometimes rely on sales staff expertise to make purchase decisions, the presence of competent staff can assist them to resolve decision difficulties and improve their decision confidence which will likely lead to more purchases (Darian et al, 2005). Second, knowledgeable, helpful and accessible sales staff are capable of delivering favorable in-store services such as helping consumers locate products (Baker et al, 2002) offering product related information (Sharma, 2001;Seock, 2009) and addressing other consumers concerns (Darian et al, 2005).…”

Section: Sales Staff Servicesmentioning

confidence: 99%

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Identifying factors affecting consumers purchase incidence at retail trade shows

Tafesse

Korneliussen

2012

Journal of Retailing and Consumer Services

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The purpose of this article is to examine variables influencing purchase incidences at retail trade shows. To this end, retailer and consumer related antecedent variables are proposed. The retailer related variables are represented by store environmental cues of sales staff services, store atmosphere and product assortment. The consumer related variables are represented by impulse buying tendency and perceived time pressure. Drawing on relevant literature, hypotheses are developed to link each of these variables to purchase incidence. Data were collected using questionnaire from shoppers (N = 95) at a large retail trade show. The hypotheses were tested using partial least square path modelling. The findings indicate that consumers' favorable evaluation of retailers' sales staff services, store atmosphere and product assortment led to more purchase incidences. The findings about the consumer related variables indicate that impulse buying tendency led to more purchase incidences whereas perceived time pressure led to fewer purchase incidences. Drawing on these results, several implications for practice and research are suggested.

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“…Even if customer patronage behavior is surely not a new topic in service marketing literature (Tagashira and Minami, 2016) it is still considered a central strategy for being successful in service industries (Darian, Wiman, and Tucci, 2005;Ganesh, Reynolds and Luckett, 2007;Zolfagharian and Paswan, 2009). Moreover, it represents a major concern for managers because it enables them to identify and target those consumers most likely to purchase (Pan andZinkhan, 2006, Patney, 2010).…”

Section: Introductionmentioning

confidence: 99%

The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

Sciarelli

Nagm

Dakrory

et al. 2017

IBR

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This study aims to investigate, using the structural equation modeling with a partial least square (PLS-SEM) approach, the relationship among service recovery strategies, relationship quality, and customer patronage intentions concerning Internet Service Providers (ISPs) in Egypt. Our findings confirmed that some service recovery strategies positively influence on both relationship quality and patronage intentions. As well as, relationship quality has a significant impact on customer patronage intentions. Furthermore, relationship quality has the role of a mediator of the relationship between SR strategies and patronage intention. Moreover, both speeds of recovery and empathy moderate the relationship between some SR strategies and relationship quality. Finally, our study proposed some theoretical and managerial implications.

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Retail patronage intentions: the relative importance of perceived prices and salesperson service attributes

Cited by 59 publications

References 18 publications

Method for Selecting a Smart Television Product Model Using AHP

Method for Selecting a Smart Television Product Model Using AHP

Identifying factors affecting consumers purchase incidence at retail trade shows

The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

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