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Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction

Yu, W., Ramanathan, R. (2012) Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction. International Review of Retail, Distribution and Consumer Research, 22 (5). pp. 485-505. ISSN 0959-3969. (doi:10.1080/09593969.2012.711250) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
http://dx.doi.org/10.1080/09593969.2012.711250

Abstract

This study investigates the relationships between service quality, corporate image, satisfaction and behavioural intentions. A structural equation modelling (SEM) approach is applied to test the proposed conceptual framework, using data collected from 404 supermarket customers in China. The structural model suggests that customer satisfaction fully mediates the impact of retail service quality on behavioural intentions (e.g. intention to recommend and repurchase). The results also indicate that retail service quality significantly influences customer perceptions of corporate image. The relationship between corporate image and behavioural intentions is fully mediated by satisfaction. © 2012 Copyright Taylor and Francis Group, LLC.

Item Type: Article
DOI/Identification number: 10.1080/09593969.2012.711250
Additional information: Unmapped bibliographic data: LA - English [Field not mapped to EPrints] J2 - Int. Rev. Retail Distrib. Consum. Res. [Field not mapped to EPrints] AD - Norwich Business School, University of East Anglia, 102 Middlesex Street, London, E1 7EZ, United Kingdom [Field not mapped to EPrints] AD - Department of Business Systems, University of Bedfordshire Business School, Luton, LU1 3JU, United Kingdom [Field not mapped to EPrints] DB - Scopus [Field not mapped to EPrints]
Uncontrolled keywords: behavioural intentions, China, corporate image, customer satisfaction, retail service quality, supermarket
Subjects: H Social Sciences > HF Commerce > HF5351 Business
Divisions: Faculties > Social Sciences > Kent Business School
Depositing User: Wantao Yu
Date Deposited: 09 Sep 2015 13:54 UTC
Last Modified: 29 May 2019 15:59 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/50429 (The current URI for this page, for reference purposes)
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