TY - JOUR
T1 - Perceived service quality and shopping motivations
T2 - A dynamic relationship
AU - McCabe, Deborah Brown
AU - Rosenbaum, Mark S.
AU - Yurchisin, Jennifer L
PY - 2007/6/25
Y1 - 2007/6/25
N2 - The objectives of this paper were to explore reasons why consumers shop at a favored retail organization and to explore the relationship among these shopping motivations and outcomes, specifically perceived service quality, customer loyalty, and behavioral intentions. The paper's findings can aid retailers in identifying primary shoppertypes (i.e., goal, bargain, social) and, based upon these types, to more accurately understand shoppers' buying behavior. The findings suggest that the most successful retailers are those who are staging experiences rather than merely delivering goods and services.
AB - The objectives of this paper were to explore reasons why consumers shop at a favored retail organization and to explore the relationship among these shopping motivations and outcomes, specifically perceived service quality, customer loyalty, and behavioral intentions. The paper's findings can aid retailers in identifying primary shoppertypes (i.e., goal, bargain, social) and, based upon these types, to more accurately understand shoppers' buying behavior. The findings suggest that the most successful retailers are those who are staging experiences rather than merely delivering goods and services.
KW - Consumption setting
KW - Motivation
KW - Service quality
KW - Shopping
UR - http://www.scopus.com/inward/record.url?scp=34547369618&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=34547369618&partnerID=8YFLogxK
U2 - 10.1300/J396v29n01_01
DO - 10.1300/J396v29n01_01
M3 - Review article
AN - SCOPUS:34547369618
SN - 1533-2969
VL - 29
SP - 1
EP - 21
JO - Services Marketing Quarterly
JF - Services Marketing Quarterly
IS - 1
ER -