This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within the Italian context. Structural equation modelling was employed. The results prove that customers consider retail service quality as a second-order dimension and recognize the main contribution of physical aspects and reliability first-order dimensions. Findings corroborate the crucial role played by perceived service quality and the mediating role of customer satisfaction and conative loyalty within the relationship between service quality and action loyalty.

Retail service quality as a key activator of grocery store loyalty / Martinelli, Elisa; Balboni, Bernardo. - In: THE SERVICE INDUSTRIES JOURNAL. - ISSN 0264-2069. - STAMPA. - 32:14:(2012), pp. 2233-2247. [10.1080/02642069.2011.582499]

Retail service quality as a key activator of grocery store loyalty

MARTINELLI, Elisa;BALBONI, Bernardo
2012

Abstract

This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within the Italian context. Structural equation modelling was employed. The results prove that customers consider retail service quality as a second-order dimension and recognize the main contribution of physical aspects and reliability first-order dimensions. Findings corroborate the crucial role played by perceived service quality and the mediating role of customer satisfaction and conative loyalty within the relationship between service quality and action loyalty.
32:14
2233
2247
Retail service quality as a key activator of grocery store loyalty / Martinelli, Elisa; Balboni, Bernardo. - In: THE SERVICE INDUSTRIES JOURNAL. - ISSN 0264-2069. - STAMPA. - 32:14:(2012), pp. 2233-2247. [10.1080/02642069.2011.582499]
Martinelli, Elisa; Balboni, Bernardo
File in questo prodotto:
File Dimensione Formato  
Proof SIJ.pdf

non disponibili

Descrizione: bozza post-referaggio
Tipologia: Post-print dell'autore (bozza post referaggio)
Dimensione 169.01 kB
Formato Adobe PDF
169.01 kB Adobe PDF   Visualizza/Apri   Richiedi una copia
Pubblicazioni consigliate

Caricamento pubblicazioni consigliate

Licenza Creative Commons
I metadati presenti in IRIS UNIMORE sono rilasciati con licenza Creative Commons CC0 1.0 Universal, mentre i file delle pubblicazioni sono rilasciati con licenza Attribuzione 4.0 Internazionale (CC BY 4.0), salvo diversa indicazione.
In caso di violazione di copyright, contattare Supporto Iris

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11380/711199
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus 46
  • ???jsp.display-item.citation.isi??? 44
social impact