"Clout" and "Vulnerability" in Retail Choice: Modeling Competitive Effects of Performance Perception, Satisfaction, and Intention
This paper provides a framework for the tactical use of service quality measures, especially in sectors where the actions of competitors may have as much impact on a firm as do its own actions. The research questions include: what criteria can guide selection of service quality attributes? How should measurement be accomplished? And, how can the resulting information be analyzed to gain competitive insight? Results from an exploratory study illustrating the model are provided.
Each volume is copyrighted by Consumer Satisfaction, Dissatisfaction and Complaining Behavior. We encourage authors to submit published articles to research aggregators such as researchgate.net or academia.edu. You may use the PDF files from the published journal for submission to these aggregators.