This study attempts to examine the impact of service quality dimensions on customer loyalty, on two levels of retail relationships: person‐to‐person (salesperson level) and person‐to‐firm (store level). A total of 1,261 surveys were administered to shoppers who were leaving a large chain...

This study attempts to examine the relationship between the dimensions of service quality and customer loyalty in a retail chain departmental store setting in Victoria, Australia. The focus of the study is on the differences between two retail districts; namely, the city retail district,...

Resulting from a developing economy, deregulation and direct foreign investment, the past two decades have seen a spectacular growth in market forces and consumerism in China. Because of the huge population and market potential of China, understanding consumer preferences and likely behaviours...