메뉴 건너뛰기




Volumn 12, Issue 2, 2009, Pages 127-139

Retail service quality and behavioural intentions: An empirical application of the retail service quality scale in northern cyprus

Author keywords

Northern cyprus; Perceptions; Retailing; Service quality

Indexed keywords


EID: 67949096050     PISSN: 12123609     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article
Times cited : (10)

References (51)
  • 1
    • 67949092193 scopus 로고    scopus 로고
    • ANDERSON, E. W., FORNELL, C. A customer satisfaction research prospectus. In RUST, R.T., OLIVER R.L Services Quality: New Directions in Theory and Practice. CA: Sage, Thousand Oaks, 1994, pp. 241-268. ISBN 0765608073.
    • ANDERSON, E. W., FORNELL, C. A customer satisfaction research prospectus. In RUST, R.T., OLIVER R.L Services Quality: New Directions in Theory and Practice. CA: Sage, Thousand Oaks, 1994, pp. 241-268. ISBN 0765608073.
  • 2
    • 0034148454 scopus 로고    scopus 로고
    • Customer satisfaction cues to support market segmentation and explain switching behaviour
    • ISSN 0148-2963
    • ATHANASSOPOULOS, A. D. Customer satisfaction cues to support market segmentation and explain switching behaviour. Journal of Business Research, 2000, Vol. 47, pp. 191-207. ISSN 0148-2963.
    • (2000) Journal of Business Research , vol.47 , pp. 191-207
    • ATHANASSOPOULOS, A.D.1
  • 3
    • 0002082849 scopus 로고
    • An Assessment of Theoretical and Methodological Developments in International Marketing
    • ISSN 1547-7215
    • AULAKH, KOTABE. An Assessment of Theoretical and Methodological Developments in International Marketing. Journal of International Marketing, 1993, Vol. 1, Iss. 2, pp. 5-28. ISSN 1547-7215.
    • (1993) Journal of International Marketing , vol.1 , Issue.ISS. 2 , pp. 5-28
    • AULAKH, K.1
  • 4
    • 84936824432 scopus 로고
    • The self regulation of attitudes, intentions and behaviour
    • ISSN 0190-2725
    • BAGOZZI, R. P. The self regulation of attitudes, intentions and behaviour. Social Psychology Quarterly, 1992, Vol. 55, pp. 178-204. ISSN 0190-2725.
    • (1992) Social Psychology Quarterly , vol.55 , pp. 178-204
    • BAGOZZI, R.P.1
  • 5
    • 0002335592 scopus 로고
    • Selected determinants of consumer satisfaction and complaint reports
    • ISSN 1547-7185
    • BEARDEN, W. O., TEEL, J. E. Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing, 1983, Vol. 20, Iss. 1, pp. 21-28. ISSN 1547-7185.
    • (1983) Journal of Marketing , vol.20 , Issue.ISS. 1 , pp. 21-28
    • BEARDEN, W.O.1    TEEL, J.E.2
  • 6
    • 0001083498 scopus 로고    scopus 로고
    • The changing structure of food retailing in Europe: The implications for strategy
    • ISSN 0024-6301
    • BELL, R., DAVIES, R. and HOWARD, E. The changing structure of food retailing in Europe: the implications for strategy. Long Range Planning, 1997, Vol. 30, No. 6, pp. 853-861. ISSN 0024-6301
    • (1997) Long Range Planning , vol.30 , Issue.6 , pp. 853-861
    • BELL, R.1    DAVIES, R.2    HOWARD, E.3
  • 7
    • 54849405234 scopus 로고
    • Quality means more than smiles
    • ISSN 0194-5947
    • BENNETT, D., HIGGINS, M. Quality means more than smiles. ABA Banking Journal, 1988, pp. 46. ISSN 0194-5947.
    • (1988) ABA Banking Journal , pp. 46
    • BENNETT, D.1    HIGGINS, M.2
  • 8
    • 0001945699 scopus 로고
    • Retail businesses are service businesses
    • ISSN 0022-4359
    • BERRY, L L. Retail businesses are service businesses. Journal of Retailing, 1986, Vol. 62, pp. 3-6. ISSN 0022-4359.
    • (1986) Journal of Retailing , vol.62 , pp. 3-6
    • BERRY, L.L.1
  • 9
    • 0001853904 scopus 로고
    • The service quality puzzle
    • ISSN 0007-6813
    • BERRY, L. L, PARASURAMAN, A., ZEITH-MAL, V. A. The service quality puzzle. Business Horizon, 1988, Vol. 31, Iss. 5, pp. 35-43. ISSN 0007-6813.
    • (1988) Business Horizon , vol.31 , Issue.ISS. 5 , pp. 35-43
    • BERRY, L.L.1    PARASURAMAN, A.2    ZEITH-MAL, V.A.3
  • 10
    • 0002866667 scopus 로고
    • Evaluating service encounters: The effects of physical surroundings and employee responses
    • April, pp, ISSN 1547-7185
    • BITNER, M. J. Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 1990, Vol. 54, April, pp. 69-82. ISSN 1547-7185.
    • (1990) Journal of Marketing , vol.54 , pp. 69-82
    • BITNER, M.J.1
  • 11
    • 0000429475 scopus 로고
    • A multistage model of customers' assessments of service quality and value
    • ISSN 0093-5301
    • BOLTON, R. N., DREW, J. H. A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 1991, Vol. 17, pp. 375-384. ISSN 0093-5301.
    • (1991) Journal of Consumer Research , vol.17 , pp. 375-384
    • BOLTON, R.N.1    DREW, J.H.2
  • 12
    • 0042916415 scopus 로고
    • A dynamic process model of service quality: From expectations to behavioural intentions
    • ISSN 1547-7185
    • BOULDING, W., KALRA, A., STAELIN, R., ZEITHAML, V. A. A dynamic process model of service quality: from expectations to behavioural intentions. Journal of Marketing Research, 1993, Vol. 30, pp. 7-27. ISSN 1547-7185.
    • (1993) Journal of Marketing Research , vol.30 , pp. 7-27
    • BOULDING, W.1    KALRA, A.2    STAELIN, R.3    ZEITHAML, V.A.4
  • 13
    • 84986019325 scopus 로고    scopus 로고
    • A market driven approach to business development and service improvement in the hospitality industry
    • ISSN 0959-6119
    • BOWEN, J. T. A market driven approach to business development and service improvement in the hospitality industry. International Journal of Contemporary Hospitality Management, 1997, Vol. 9, Iss. 7, pp. 334-344. ISSN 0959-6119.
    • (1997) International Journal of Contemporary Hospitality Management , vol.9 , Issue.ISS. 7 , pp. 334-344
    • BOWEN, J.T.1
  • 14
    • 0343715097 scopus 로고
    • Increasing service quality in retail banking
    • ISSN 0195-2064
    • BOWEN, J. W., HEDGES, R. B. Increasing service quality in retail banking. Journal of Retail Banking, 1993, Vol. 15, pp. 21-28. ISSN 0195-2064.
    • (1993) Journal of Retail Banking , vol.15 , pp. 21-28
    • BOWEN, J.W.1    HEDGES, R.B.2
  • 15
    • 0002596497 scopus 로고
    • Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
    • ISSN 0022-4359
    • CARMAN, J. M. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 1990, Vol. 66, Iss. 1, pp. 33-55. ISSN 0022-4359.
    • (1990) Journal of Retailing , vol.66 , Issue.ISS. 1 , pp. 33-55
    • CARMAN, J.M.1
  • 17
    • 0007744069 scopus 로고
    • SERVE-PERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality
    • ISSN 1547-7185
    • CRONIN, J. J. Jr., TAYLOR, S. A. SERVE-PERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 1994, Vol. 58, pp. 125-131. ISSN 1547-7185.
    • (1994) Journal of Marketing , vol.58 , pp. 125-131
    • CRONIN Jr., J.J.1    TAYLOR, S.A.2
  • 18
    • 0002381637 scopus 로고
    • Measuring service quality: A re-examination and extension
    • July, pp, ISSN 1547-7185
    • CRONIN, J. J., TAYLOR, S. A. Measuring service quality: a re-examination and extension. Journal of Marketing, 1992, Vol. 56, July, pp. 55-68. ISSN 1547-7185.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • CRONIN, J.J.1    TAYLOR, S.A.2
  • 19
    • 0030527488 scopus 로고    scopus 로고
    • A measure of service quality for retail stories: Scale development and validation
    • ISSN 1552-7824
    • DABHOLKAR, P. A., THORPE, D. I., RENTZ, J. O. A measure of service quality for retail stories: scale development and validation. Journal of the Academy of Marketing Science, 1996, Vol. 24, Iss. 1, pp. 3-16. ISSN 1552-7824.
    • (1996) Journal of the Academy of Marketing Science , vol.24 , Issue.ISS. 1 , pp. 3-16
    • DABHOLKAR, P.A.1    THORPE, D.I.2    RENTZ, J.O.3
  • 20
    • 0002643303 scopus 로고    scopus 로고
    • Indirect marketing benefits from service quality
    • ISSN 1068-6967
    • DANAHER, P. J., RUST, R. T. Indirect marketing benefits from service quality. Quality Management Journal, 1996, Vol. 3, Iss. 2, pp. 63-88. ISSN 1068-6967.
    • (1996) Quality Management Journal , vol.3 , Issue.ISS. 2 , pp. 63-88
    • DANAHER, P.J.1    RUST, R.T.2
  • 21
    • 19744364601 scopus 로고    scopus 로고
    • Service quality and store performance: Some evidence from Greece
    • ISSN 0960-4529
    • DASKALOPOULOU, I., PATROU, A. Service quality and store performance: some evidence from Greece. Managing Service Quality, 2005, Vol. 15, Iss. 1, pp. 24-40. ISSN 0960-4529.
    • (2005) Managing Service Quality , vol.15 , Issue.ISS. 1 , pp. 24-40
    • DASKALOPOULOU, I.1    PATROU, A.2
  • 22
    • 67949118373 scopus 로고    scopus 로고
    • FINN, D. W., LAMB, C. W. An evaluation of the SERVQUAL scale in a retailing setting In HOLMAN, R., SOLOMON, M.R. Advances in Consumer Research. Provo, UT: Association for Consumer Research USA, 1991, pp. 483-490. ISBN 0915552264.
    • FINN, D. W., LAMB, C. W. An evaluation of the SERVQUAL scale in a retailing setting In HOLMAN, R., SOLOMON, M.R. Advances in Consumer Research. Provo, UT: Association for Consumer Research USA, 1991, pp. 483-490. ISBN 0915552264.
  • 23
    • 58149207463 scopus 로고
    • Tracking the evolution of the services marketing literature
    • ISSN 0022-4359
    • FISK, R. P., BROWN, S. W., BITNER, M. J. Tracking the evolution of the services marketing literature. Journal of Retailing, 1993, Vol. 69, Iss. 1, pp. 61-103. ISSN 0022-4359.
    • (1993) Journal of Retailing , vol.69 , Issue.ISS. 1 , pp. 61-103
    • FISK, R.P.1    BROWN, S.W.2    BITNER, M.J.3
  • 24
    • 33746623311 scopus 로고    scopus 로고
    • An Investigation of the Relationship Among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas
    • ISSN 1541-0897
    • GONZALEZ, M. A., BREA, J. A. F. An Investigation of the Relationship Among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas. Journal of Hospitality & Leisure Marketing, 2005, Vol. 13, Iss. 2, pp. 67-90. ISSN 1541-0897.
    • (2005) Journal of Hospitality & Leisure Marketing , vol.13 , Issue.ISS. 2 , pp. 67-90
    • GONZALEZ, M.A.1    BREA, J.A.F.2
  • 25
    • 84869571048 scopus 로고
    • Service quality model and its marketing implications
    • ISSN 0309-0566
    • GRÖNROOS, C. A. Service quality model and its marketing implications. European Journal of Marketing, 1984, Vol. 18, Iss. 4, pp. 36-44. ISSN 0309-0566.
    • (1984) European Journal of Marketing , vol.18 , Issue.ISS. 4 , pp. 36-44
    • GRÖNROOS, C.A.1
  • 28
    • 0011606873 scopus 로고
    • Integrated customer service and retail strategy
    • ISSN 0268-3903
    • HUMMEL, J. W., SAVITT, R. Integrated customer service and retail strategy. International Journal of Retailing, 1988, Vol. 3, Iss. 2, pp. 5-21. ISSN 0268-3903.
    • (1988) International Journal of Retailing , vol.3 , Issue.ISS. 2 , pp. 5-21
    • HUMMEL, J.W.1    SAVITT, R.2
  • 29
    • 0033839092 scopus 로고    scopus 로고
    • Big-box retailing and the urban retail structure: The case of the Toronto area
    • ISSN 0022-4359
    • JONES, K., DOUCET, M. Big-box retailing and the urban retail structure: the case of the Toronto area. Journal of Retailing and Consumer Services, 2000, Vol. 7, pp. 233-247. ISSN 0022-4359.
    • (2000) Journal of Retailing and Consumer Services , vol.7 , pp. 233-247
    • JONES, K.1    DOUCET, M.2
  • 30
    • 0542374740 scopus 로고    scopus 로고
    • Service quality to service loyalty: A relationship which goes beyond customer services
    • ISSN 1360-0613
    • KANDAMPULLY, J. Service quality to service loyalty: A relationship which goes beyond customer services. Total Quality Management, 1998, Vol. 9, Iss. 6, pp. 431-443. ISSN 1360-0613.
    • (1998) Total Quality Management , vol.9 , Issue.ISS. 6 , pp. 431-443
    • KANDAMPULLY, J.1
  • 31
    • 84986065176 scopus 로고    scopus 로고
    • Validating the retail service quality scale for US and Korean customers of discount stores: An exploratory study
    • ISSN 0887-6045
    • KIM, S., JIN, B. Validating the retail service quality scale for US and Korean customers of discount stores: an exploratory study. Journal of Services Marketing, 2002, Vol. 16, Iss. 3, pp. 223-237. ISSN 0887-6045.
    • (2002) Journal of Services Marketing , vol.16 , Issue.ISS. 3 , pp. 223-237
    • KIM, S.1    JIN, B.2
  • 33
    • 0028063435 scopus 로고    scopus 로고
    • MC. ALEXANDER, J. H., KALDENBURG D. O., KOEING H. F. Service quality measurement. Marketing Health Services, 1994, 14, Iss. 3, pp. 34-40. ISSN 1094-1304.
    • MC. ALEXANDER, J. H., KALDENBURG D. O., KOEING H. F. Service quality measurement. Marketing Health Services, 1994, Vol. 14, Iss. 3, pp. 34-40. ISSN 1094-1304.
  • 35
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • ISSN 0022-4359
    • PARASURAMAN, A., ZEITHAML, V.A., BERRY, L L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988, Vol. 64, Iss. 1, pp. 12-40. ISSN 0022-4359.
    • (1988) Journal of Retailing , vol.64 , Issue.ISS. 1 , pp. 12-40
    • PARASURAMAN, A.1    ZEITHAML, V.A.2    BERRY, L.L.3
  • 36
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • ISSN 1547-7185
    • PARASURAMAN, A., ZEITHAML, V. A., BERRY, L. L. A conceptual model of service quality and its implications for future research. Journal of Marketing, 1985, Vol. 49, pp. 41-50. ISSN 1547-7185.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • PARASURAMAN, A.1    ZEITHAML, V.A.2    BERRY, L.L.3
  • 37
    • 0001261094 scopus 로고
    • Refinement and reassessment of the SERVQUAL scale
    • Winter, pp, ISSN 0022-4359
    • PARASURAMAN, A., BERRY, L. L., ZEITHAML, V. A. Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 1991, Vol. 67, Winter, pp. 420-450. ISSN 0022-4359.
    • (1991) Journal of Retailing , vol.67 , pp. 420-450
    • PARASURAMAN, A.1    BERRY, L.L.2    ZEITHAML, V.A.3
  • 38
    • 85009915329 scopus 로고    scopus 로고
    • Relative impact of performance and important ratings on measurement of service quality
    • ISSN 0748-4623
    • RAO, C. P., KELKAR, M. M. Relative impact of performance and important ratings on measurement of service quality. Journal of Professional Services Marketing, 1997, Vol. 15, Iss. 2, pp. 69-86. ISSN 0748-4623.
    • (1997) Journal of Professional Services Marketing , vol.15 , Issue.ISS. 2 , pp. 69-86
    • RAO, C.P.1    KELKAR, M.M.2
  • 39
    • 0025486182 scopus 로고
    • Zero defections: Quality comes to services
    • ISSN 0017-8012
    • REICHHELD, F. F., SASSER, W. E. Jr. Zero defections: quality comes to services. Harvard Business Review, 1990, Vol. 68, Iss. 5, pp. 105-111. ISSN 0017-8012.
    • (1990) Harvard Business Review , vol.68 , Issue.ISS. 5 , pp. 105-111
    • REICHHELD, F.F.1    SASSER Jr., W.E.2
  • 41
    • 67949098494 scopus 로고    scopus 로고
    • SELLERS, P. What customers really want? Fortune, 1990, 121, lss.13, pp. 58-68. ISSN 0015-8259.
    • SELLERS, P. What customers really want? Fortune, 1990, Vol. 121, lss.13, pp. 58-68. ISSN 0015-8259.
  • 42
    • 0032339577 scopus 로고    scopus 로고
    • Customer-service provider relationship: An empirical test of a model of service quality, satisfaction and relationship oriented outcome
    • ISSN 0956-4233
    • SHEMWELL, D. J., YAVAS, U., BILGIN, Z. Customer-service provider relationship: an empirical test of a model of service quality, satisfaction and relationship oriented outcome. International Journal of Service Industry Management, 1998, Vol. 9, pp. 155-168. ISSN 0956-4233.
    • (1998) International Journal of Service Industry Management , vol.9 , pp. 155-168
    • SHEMWELL, D.J.1    YAVAS, U.2    BILGIN, Z.3
  • 43
    • 84983068948 scopus 로고    scopus 로고
    • A measure of retail service quality
    • ISSN 0263-4503
    • SIU, N. Y. M., CHEUNG, J. T. A measure of retail service quality. Marketing Intelligence and Planning, 2001, Vol. 19, Iss. 2, pp. 88-96. ISSN 0263-4503.
    • (2001) Marketing Intelligence and Planning , vol.19 , Issue.ISS. 2 , pp. 88-96
    • SIU, N.Y.M.1    CHEUNG, J.T.2
  • 44
    • 84986064573 scopus 로고    scopus 로고
    • An examination of the relationship between service quality, customer satisfaction, and store loyalty
    • ISSN 0959-0552
    • SIVADAS, E., BAKER-PREWIT, J. L. An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail and Distribution Management, 2000, Vol. 28, Iss. 2, pp. 73-82. ISSN 0959-0552.
    • (2000) International Journal of Retail and Distribution Management , vol.28 , Issue.ISS. 2 , pp. 73-82
    • SIVADAS, E.1    BAKER-PREWIT, J.L.2
  • 45
    • 67949093846 scopus 로고
    • Nurturing a customer service culture
    • ISSN 0034-6047
    • SMITH, T. Nurturing a customer service culture. Retail Control, 1989, pp.15-18. ISSN 0034-6047.
    • (1989) Retail Control , pp. 15-18
    • SMITH, T.1
  • 46
    • 0030161598 scopus 로고    scopus 로고
    • An empirical examination of a model of perceived service quality and satisfaction
    • ISSN 0022-4359
    • SPRENG, R. A., MACKOY, R. D. An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 1996, Vol. 72, pp. 201-214. ISSN 0022-4359.
    • (1996) Journal of Retailing , vol.72 , pp. 201-214
    • SPRENG, R.A.1    MACKOY, R.D.2
  • 47
    • 67949101587 scopus 로고    scopus 로고
    • STATE PLANNING OFFICE, NORTHERN CYPRUS Statistical Yearbook 2008 [online]. [cit. 2008-10-10]. .
    • STATE PLANNING OFFICE, NORTHERN CYPRUS Statistical Yearbook 2008 [online]. [cit. 2008-10-10]. .
  • 49
    • 0028287428 scopus 로고
    • Marketing patient satisfaction and service quality
    • ISSN 0737-3252
    • TAYLOR, S. A., CRONIN, J. J. Jr. Marketing patient satisfaction and service quality. Journal of Health Care Marketing, 1994, Vol. 14, Iss. 1, pp. 34-44. ISSN 0737-3252.
    • (1994) Journal of Health Care Marketing , vol.14 , Issue.ISS. 1 , pp. 34-44
    • TAYLOR, S.A.1    CRONIN Jr., J.J.2
  • 51
    • 0024804466 scopus 로고
    • Linking service quality, customer satisfaction, and behavioral intention
    • December, pp, ISSN 0737-3252
    • WOODSIDE, A. G., FREY, L L, DALY, R. T. Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing, 1989, Vol. 9, December, pp. 5 -17. ISSN 0737-3252.
    • (1989) Journal of Health Care Marketing , vol.9 , pp. 5-17
    • WOODSIDE, A.G.1    FREY, L.L.2    DALY, R.T.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.