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Service quality and store performance: some evidence from Greece

Service quality and store performance: some evidence from Greece Purpose – 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Service quality and store performance: some evidence from Greece

Managing Service Quality , Volume 15 (1): 17 – Feb 1, 2005

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Publisher
Emerald Publishing
Copyright
Copyright © 2005 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520510575245
Publisher site
See Article on Publisher Site

Abstract

Purpose – 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.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 2005

Keywords: Service quality assurance; Electrical goods; Shops; Performance levels; Greece

References