Service quality and store performance: some evidence from Greece

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -To contribute to the largely unexplored issue of directly assessing the effect of service quality factors on store performance. Design/methodology/approach -Service quality is decomposed into tangible elements, such as store size and personnel. A binary probit model is utilized in order to analyze the effect of various service quality factors on the probability that a store performs above average compared with its competitors. Findings -Results indicate that the store size, product variety, location and belonging to chain, variables exert the largest positive effect upon the probability that a store experiences above-average performance.Research limitations/implications -The present study suffers the limitation of a rather small usable questionnaires sample, albeit that the very satisfactory fit of the estimated econometric model allows for the findings to be a reliable comparison basis with future findings. Practical implications -The approach proposed here can be widely used for empirical investigation in order to provide findings that may be compared across services sectors, trading places/countries and time. On the other hand, the importance of such findings to managerial decision-making processes is evident. Originality/value -The paper introduces a framework for empirically investigating the direct effect of service quality elements on store performance.

Store choice in computer retailing: the case of home users in Greece

“…This single quota was imposed to ensure that the respondent still had a good recall of the store characteristics. Up to the authors' understanding this is the first study that addresses the issue of store choice in computers and peripherals sector and this is why the methodological framework is owing to similar studies that investigate store patronage and took place in Greece (Priporas, 2003;Baltas and Papastathopoulou, 2003;Theodoridis, 2004;Daskalopoulou and Petrou, 2005). The data was collected by trained marketing undergraduate students from December 2007 to January 2008.…”

The influence of quality management on organization performance: service quality and product characteristics as a medium

“…Previously, Sui Pheng (1998) conducted a cross-sectional study of 550 Australian service organizations from medium to large to determine the effect of QM practices on various dimensions of service quality outcomes (productivity, competitive advantage, service user relations and employee morale). Irene Daskalopoulou and Petrou (2005) use the service quality approach outlined in real elements, such as company size and personnel.…”

Customers’ zone of tolerance for retail stores

“…Several authors have agreed that intense competition in the retail sector makes service quality an important determinant of customer satisfaction and overall business performance in the sector (Bell et al 1997;Jones and Doucet 2000;Daskalopoulou and Patrou 2005). As Hsin-Hui et al (2009) mention, dealing with service quality has become vital factor for all organizations that are driven by the need to survive and remain competitive.…”