A measure of service quality for retail stores: scale development and validation

Article Abstract:

Current measures of service quality do not adequately capture customers' perceptions of service quality for retail stores (i.e., stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality literatures as well as three separate qualitative studies. Confirmatory factor analysis based on the partial disaggregation technique and cross-validation using a second sample support the validity of the scale as a measure of retail service quality. The implications of this Retail Service Quality Scale for practitioners, as well as for future research, are discussed. (Reprinted by permission of the publisher.)

Miscellaneous Store Retailers, MISCELLANEOUS RETAIL, Retail Trade NEC, Retail industry, Retail trade, Measurement, Quality management, Customer service

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A market orientation in supply chain management

Article Abstract:

The relationships between market orientation (MO), supply chain orientation (SCO), supply chain management (SCM) and business performance are tested. SCO was found to have the strongest direct influence on business performance, followed by MO, followed by SCM. The findings also provide implications for managers and future research.

Management dynamics, Analysis, Management, Logistics, Business logistics, Company business management, Supply chains, Report

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A refinement and validation of the MARKOR scale

Article Abstract:

This article describes an improved version of the MARKOR market orientation scale developed by Ajay K. Kohli, Bernard J. Jaworski, and Ajith Kumar. The authors suggest their scale is more accurate than the earlier version and improves operationalization of the market orientation construct.

Marketing, Research, Marketing industry

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