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Roderick J. Brodie - One of the best experts on this subject based on the ideXlab platform.

  • Retail Service Branding in Electronic-Commerce Environments:
    Journal of Service Research, 2000
    Co-Authors: Robert Davis, Margo Buchanan-oliver, Roderick J. Brodie
    Abstract:

    Considerable discussion has arisen about how electronic commerce is changing Retail marketing theory and practice. Most of the debate revolves around how Retailers with investments in physical channels can apply their existing strategy online. The Retail Service brand is one component that requires examination, but there is no model to guide online strategy. The authors, therefore, draw on exploratory research from consumer focus groups to understand Retail Service branding in electronic markets. The case setting is a nationwide grocery Service that recently extended its traditional strategy and offered consumers online shopping. The authors conclude that the Service brand defines the experience of shopping online for consumers in terms of Service attributes, symbolic meanings, and functional consequences of the Service encounter. In the fulfillment of this role, the Service brand acted as a relationship lever (fulcrum) on which trust was built between consumer and Service provider. Managerial implication...

Arpita Khare - One of the best experts on this subject based on the ideXlab platform.

  • Culture and Retail Service quality perceptions: a study on Indian small Retail sector
    International Journal of Business Competition and Growth, 2014
    Co-Authors: Arpita Khare
    Abstract:

    The objective of the research was to understand Retail Service quality with reference to Indian small Retail sector. It attempts to examine influence of cultural values on Retail Service quality perceptions of Indian customers. Earlier researches have examined Retail Service quality dimensions for organised Retailing and there is limited research on specifically small Retailer. The results indicate that Indian customers place importance to reliability, personal interaction, and problem solving. Collectivism, feminity, uncertainty avoidance, and long-term orientation emerge as important predictors to Retail Service quality. Demographic factors do not have any influence on small Retail Service quality.

  • Retail Service quality in small Retail sector: the Indian experience
    Facilities, 2013
    Co-Authors: Arpita Khare
    Abstract:

    Purpose – The objective of the research is to understand Indian consumers' definition of Retail Service quality with respect to small Retailers and influence of hedonic and utilitarian shopping values in determining their expectations towards small Retail Service quality.Design/methodology/approach – Data were collected through a small Retail store‐intercept technique in four cities of Northern India (n=386).Findings – The results indicate that small Retail Service quality for Indian consumers comprises ambience, layout, and Service/relationships dimensions. Hedonic and utilitarian shopping values influence consumers' Service quality evaluations.Research limitations/implications – The study did not consider demographic variables like income, education, and occupation as factors that might affect consumers' perceptions towards Retail Service quality.Practical implications – The findings can help small Retailers in improving their Service quality by focusing on Indian consumers' hedonic and utilitarian shop...

Dale Miller - One of the best experts on this subject based on the ideXlab platform.

  • Culture and marketing strategy in discount Retailing
    Journal of Business Research, 2007
    Co-Authors: Bill Merrilees, Brent Mckenzie, Dale Miller
    Abstract:

    Abstract Retail development and activity in transition economies is the context for this paper. The paper examines if differences exist in how Retailer brand attitudes and store loyalty are realized across cultures. The objective is to contrast the Estonian situation with that of a typical Western country, Canada. Retail Service quality (personal Service and store organization), pricing and location express Retail marketing strategy. This article focuses on Retail marketing strategy. The article examines if the same structural model of the brand formation process applies to both cultures. To make the comparison meaningful, the article describes a study covering discount or low-price department stores. Confirmatory factor analysis tests the equivalence of constructs across cultures, and structural equation modeling with AMOS software was used to estimate the overall model of Retailer brand formation. Retail Service quality is a pivotal variable in the brand formation model.

  • Superstore interactivity: a new self‐Service paradigm of Retail Service?
    International Journal of Retail & Distribution Management, 2001
    Co-Authors: Bill Merrilees, Dale Miller
    Abstract:

    The nature of Retail Service varies from personal Service to the provision of greater ambience. Indeed, anything that adds value to the merchandise itself can be considered part of the Service provided by the Retailer. The focus of this paper is on that part of Retail Service that involves direct interactivity between the store and the customer. There are two main types of physical interactivity, namely personal Service and store design and atmosphere. This paper aims to develop constructs of these two types of interactivity and analyse their impact on store loyalty. An extra dimension is added to this study by contrasting the role of Service between superstores and traditional specialist stores in two Retail categories. A key finding was that the major difference between the Service provided by superstores compared to traditional specialist stores relates to store design and atmosphere. This leads to the suggestion that the recent wave of superstores has ushered in a new paradigm of Retail Service, one with elevated emphasis on self‐Service principles. A further finding was that store design and atmosphere was one of the more important determinants of store loyalty. The paper shows that superstores have revolutionised the nature of Retail Service, mainly by more effective configuration of self‐Service, mediated through store design.

Robert Davis - One of the best experts on this subject based on the ideXlab platform.

  • Retail Service Branding in Electronic-Commerce Environments:
    Journal of Service Research, 2000
    Co-Authors: Robert Davis, Margo Buchanan-oliver, Roderick J. Brodie
    Abstract:

    Considerable discussion has arisen about how electronic commerce is changing Retail marketing theory and practice. Most of the debate revolves around how Retailers with investments in physical channels can apply their existing strategy online. The Retail Service brand is one component that requires examination, but there is no model to guide online strategy. The authors, therefore, draw on exploratory research from consumer focus groups to understand Retail Service branding in electronic markets. The case setting is a nationwide grocery Service that recently extended its traditional strategy and offered consumers online shopping. The authors conclude that the Service brand defines the experience of shopping online for consumers in terms of Service attributes, symbolic meanings, and functional consequences of the Service encounter. In the fulfillment of this role, the Service brand acted as a relationship lever (fulcrum) on which trust was built between consumer and Service provider. Managerial implication...

Carolyn Harding - One of the best experts on this subject based on the ideXlab platform.