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Volume : VI, Issue : II, March - 2016

AN ASSESMENT ON CONSUMER PERCEPTION FOR SERVICE EXECELLENCE IN RETAIL STORES IN THANJAVUR CITY

R. Jayanthi, J. Sundararaj

By : Laxmi Book Publication

Abstract :

Retail service quality is also associated with future consumption behaviour in terms of the customer’s intention to visit, purchase and recommendations of the store to family and friends. Hence, it is important for the corporate retail managers to pay attention on evaluation of service quality dimensions and to add value to the both customers and organizations. The retail environment is changing more rapidly than ever before (Dabholkar, 1996). The Indian consumers are becoming knowledgeable and expect more of superior quality products and improved services. The trade is characterized by intensifying competition from both domestic and foreign companies. By that the retailer has to differentiate themselves from others to encounter the rivals in the market.

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    Cite This Article :

    R. Jayanthi, J. Sundararaj(2016). AN ASSESMENT ON CONSUMER PERCEPTION FOR SERVICE EXECELLENCE IN RETAIL STORES IN THANJAVUR CITY. Indian Streams Research Journal, Vol. VI, Issue. II, http://isrj.org/UploadedData/7853.pdf

    References :

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    22. Gonzalez, M. A., Brea, J. A. F. (2005), “An Investigation of the Relationship among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas”, Journal of Hospitality and Leisure Marketing, Vol. 13, Issue.No. 2, pp.67-90.
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    26. Mary Long, Charles McMellon, (2004) “Exploring the Determinants of Retail Service Quality on the Internet”, Journal of Services Marketing, Vol.No.18, Issue.No.1, pp.78 – 90.
    27. Oyeniyi, O., & Abiodun, A. J. (2012), “Measuring Retail Service Quality in Nigerian Departmental Stores”, International Journal of Economic Behaviour, Vol.No.2, pp. 37–45.
    28. Gonzalez, M. A., Brea, J. A. F. (2005), “An Investigation of the Relationship among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas”, Journal of Hospitality and Leisure Marketing, Vol. 13, Issue.No. 2, pp.67-90.
    29. Daskalopoulou, I., Patrou, A. (2005), “Service Quality and Store Performance: Some Evidence from Greece”, Managing Service Quality, Vol.No.15, Issue.No.1, pp. 24-40.
    30. Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill Book Company, New York, NY.
    31. Bitner, M. J. (1990), “Evaluating Service Encounters: The Effects Of Physical Surroundings And Employee Responses”, Journal Of Marketing, Vol. 54, April, pp. 69-82.
    32. Mary Long, Charles McMellon, (2004) “Exploring the Determinants of Retail Service Quality on the Internet”, Journal of Services Marketing, Vol.No.18, Issue.No.1, pp.78 – 90.
    33. Oyeniyi, O., & Abiodun, A. J. (2012), “Measuring Retail Service Quality in Nigerian Departmental Stores”, International Journal of Economic Behaviour, Vol.No.2, pp. 37–45.
    34. Gonzalez, M. A., Brea, J. A. F. (2005), “An Investigation of the Relationship among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas”, Journal of Hospitality and Leisure Marketing, Vol. 13, Issue.No. 2, pp.67-90.
    35. Daskalopoulou, I., Patrou, A. (2005), “Service Quality and Store Performance: Some Evidence from Greece”, Managing Service Quality, Vol.No.15, Issue.No.1, pp. 24-40.
    36. Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill Book Company, New York, NY.
    37. Bitner, M. J. (1990), “Evaluating Service Encounters: The Effects Of Physical Surroundings And Employee Responses”, Journal Of Marketing, Vol. 54, April, pp. 69-82.
    38. Mary Long, Charles McMellon, (2004) “Exploring the Determinants of Retail Service Quality on the Internet”, Journal of Services Marketing, Vol.No.18, Issue.No.1, pp.78 – 90.
    39. Oyeniyi, O., & Abiodun, A. J. (2012), “Measuring Retail Service Quality in Nigerian Departmental Stores”, International Journal of Economic Behaviour, Vol.No.2, pp. 37–45.
    40. Gonzalez, M. A., Brea, J. A. F. (2005), “An Investigation of the Relationship among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas”, Journal of Hospitality and Leisure Marketing, Vol. 13, Issue.No. 2, pp.67-90.
    41. Daskalopoulou, I., Patrou, A. (2005), “Service Quality and Store Performance: Some Evidence from Greece”, Managing Service Quality, Vol.No.15, Issue.No.1, pp. 24-40.
    42. Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill Book Company, New York, NY.
    43. Bitner, M. J. (1990), “Evaluating Service Encounters: The Effects Of Physical Surroundings And Employee Responses”, Journal Of Marketing, Vol. 54, April, pp. 69-82.
    44. Mary Long, Charles McMellon, (2004) “Exploring the Determinants of Retail Service Quality on the Internet”, Journal of Services Marketing, Vol.No.18, Issue.No.1, pp.78 – 90.
    45. Dabholkar, P A; Thorpe, D I and Rentz, J O., (1996). “A Measure of Service Quality for Retail Stores: Scale Development and Validation,” Journal of the Academy of Marketing Science, Vol.No.24, Issue.No.1, pp.3-16.
    46. Lassar, W., Manolis, C., Winsor, R., (2000) “Service Quality Perspectives and Satisfaction in Private Banking”, Journal of Services marketing, Vol.No.14, Issue.No. 3, pp. 244-271.
    47. Jones, K., Doucet, M. (2000), “Big-Box Retailing and the Urban Retail Structure: The Case of the Toronto Area”, Journal of Retailing and Consumer Services, Vol.No. 7, pp. 233-247.
    48. Fisk, R. P., Brown, S. W., Bitner, M. J. (1993), “Tracking the Evolution of the Services Marketing Literature”, Journal of Retailing, Vol.No.69, Issue.No..1, pp. 61-103.
    49. Jones, K., Doucet, M. (2000), “Big-Box Retailing and the Urban Retail Structure: The Case of the Toronto Area”, Journal of Retailing and Consumer Services, Vol.No. 7, pp. 233-247.
    50. Fisk, R. P., Brown, S. W., Bitner, M. J. (1993), “Tracking the Evolution of the Services Marketing Literature”, Journal of Retailing, Vol.No.69, Issue.No..1, pp. 61-103.
    51. Dabholkar, P A; Thorpe, D I and Rentz, J O., (1996). “A Measure of Service Quality for Retail Stores: Scale Development and Validation,” Journal of the Academy of Marketing Science, Vol.No.24, Issue.No.1, pp.3-16.
    52. Lassar, W., Manolis, C., Winsor, R., (2000) “Service Quality Perspectives and Satisfaction in Private Banking”, Journal of Services marketing, Vol.No.14, Issue.No. 3, pp. 244-271.

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