"Clout" and "Vulnerability" in Retail Choice: Modeling Competitive Effects of Performance Perception, Satisfaction, and Intention


  • James B. Wiley Hong Kong University of Science and Technology
  • Paul D. Larson University of Alberta


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.