Linking perceived quality and customer satisfaction to store traffic and revenue growth

被引：137

作者：

Babakus, E ^{[1
]}

Bienstock, CC

Van Scotter, JR

机构：

[1] Univ Memphis, Fogelman Coll Business & Econ, Dept Mkt & Supply Chain Management, Memphis, TN 38152 USA

[2] Radford Univ, Dept Management & Mkt, Radford, VA 24142 USA

[3] Louisiana State Univ, EJ Ourso Coll Business Adm, Dept Informat Syst & Decis Sci, Baton Rouge, LA 70803 USA

来源：

DECISION SCIENCES | 2004年 / 35卷 / 04期

关键词：

D O I：

10.1111/j.1540-5915.2004.02671.x

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

Effects of perceived merchandise and service quality, relative to competition, on retail store performance are investigated using store traffic and revenue growth as outcome variables. A model is proposed and tested using aggregate customer data and store performance outcomes from a group of stores owned by a national retail organization. Results suggest that both service and merchandise quality exert significant influence on store performance, measured by sales growth and customer growth, and their impact is mediated by customer satisfaction. Implications of the results and future research directions are discussed.

引用

页码：713 / 737

页数：25

共 71 条

[1] The impact of design management and process management on quality: an empirical investigation [J].