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Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction with Store

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  • Kaul Subhashini

Abstract

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.

Suggested Citation

  • Kaul Subhashini, 2005. "Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction with Store," IIMA Working Papers WP2005-10-03, Indian Institute of Management Ahmedabad, Research and Publication Department.
    • Handle: RePEc:iim:iimawp:wp01910
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