Service quality and store design in retail competitiveness

dc.contributor.authorFaria, Sílvia
dc.contributor.authorCarvalho, João M. S.
dc.contributor.authorVale, Vera Teixeira
dc.date.accessioned2022-10-12T15:44:36Z
dc.date.available2022-10-12T15:44:36Z
dc.date.issued2022-10-04
dc.description.abstractPurpose This paper aims to analyse the importance of service quality and store design as critical variables to promote differentiation and make consumers feel satisfied and committed to a retail brand. Retailers usually undervalue the store design as an element of the strategic mix. However, it may be one of the critical elements to increase retailers’ competitive advantages. Design/methodology/approach This exploratory study was based on 349 valid responses to a questionnaire online through a snowball sampling approach analysed with structural equation modelling. Findings The results confirmed that customers’ service quality positively impacts their satisfaction and commitment to the retail brands. However, store design moderates the relationship between customer satisfaction and commitment. The consumers with a higher appreciation for store design presented a lower impact of satisfaction on their commitment to the retail brand. This result shows that a significant part of their satisfaction includes store design appreciation. Research limitations/implications This exploratory study was restricted to the Portuguese market, and the sample resulted from a convenience snowball approach. Practical implications The retailers should consider store design as an essential variable in their marketing plans to have satisfied and committed customers and be more competitive. Originality/value Research on consumers’ behaviour in the retail sector, including the assessment of store design, presents a great potential within the framework of consumer–brand relationship theory, but it is still under-researched. The new model presented highlights the role of store design as a moderator variable.pt_PT
dc.identifier.citationFaria, S., Carvalho, J. M. S., & Vale, V. T. (2022). Service quality and store design in retail competitiveness. International Journal of Retail & Distribution Management, 50(13), 184-199. https://doi.org/10.1108/IJRDM-01-2022-0005. Repositório Institucional UPT. http://hdl.handle.net/11328/4501pt_PT
dc.identifier.doihttps://doi.org/10.1108/IJRDM-01-2022-0005pt_PT
dc.identifier.issn0959-0552
dc.identifier.urihttp://hdl.handle.net/11328/4501
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherEmeraldpt_PT
dc.rightsrestricted accesspt_PT
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/pt_PT
dc.subjectService qualitypt_PT
dc.subjectRetailpt_PT
dc.subjectStores and supermarketspt_PT
dc.subjectDesignpt_PT
dc.subjectConsumer satisfactionpt_PT
dc.subjectCommitmentpt_PT
dc.titleService quality and store design in retail competitivenesspt_PT
dc.typejournal articlept_PT
degois.publication.firstPage184pt_PT
degois.publication.issue13pt_PT
degois.publication.lastPage199pt_PT
degois.publication.titleInternational Journal of Retail & Distribution Managementpt_PT
degois.publication.volume50pt_PT
dspace.entity.typePublicationen
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