Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction with Store
Research & Publications
Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction with Store
03/10/2005
Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction with Store
Kaul Subhashini
Working Papers
This study explores the extent to which store service attributes having appeal for consumer self-image impacts store satisfaction and patronage intentions and discovers that this "expressiveness" value has significant associations with both. By using the adapted RSQS for measuring service quality in the Indian appare! retail context, this paper finds that service expressiveness value is distinct from the performance value obtained from service delivery. This paper provides empirical evidence that the mediation effect of satisfaction varies depending on consumer perceived value from service and that it is neither as universal nor as strong as retailers and researchers lend to believe.