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,...

This exploratory study investigates the nature of customer evaluations of their service encounters in a retail chain departmental store setting in Victoria, Australia. The focus of the study is to understand how a customer perceives positive and negative encounters with regard to shopping at the...

Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on relationship quality. Based on a review of the literature, a conceptual model has been developed that links trust and...