Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction with Store

Subhashini Kaul

No WP2005-10-03, IIMA Working Papers from Indian Institute of Management Ahmedabad, Research and Publication Department

Abstract: This study explores the extent to which store service attributes having appeal for consumer self-image impacts store satisfaction and patronage intentions and discovers that this "expressiveness" value has significant associations with both. By using the adapted RSQS for measuring service quality in the Indian appare! retail context, this paper finds that service expressiveness value is distinct from the performance value obtained from service delivery. This paper provides empirical evidence that the mediation effect of satisfaction varies depending on consumer perceived value from service and that it is neither as universal nor as strong as retailers and researchers lend to believe.

Date: 2005-10-03
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.iima.ac.in/sites/default/files/rnpfiles/2005-10-03skaul.pdf English Version (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:iim:iimawp:wp01910

Access Statistics for this paper

More papers in IIMA Working Papers from Indian Institute of Management Ahmedabad, Research and Publication Department Contact information at EDIRC.
Bibliographic data for series maintained by ().