Abstract
This research is to understand how to improve traditional markets since a lot of practitioners in the retail industry conduct business in traditional markets. The research objectives are, first, to understand the relationships among service quality, customer equity drivers, and customer satisfaction in traditional markets; second, to find out how to improve the three drivers of customer equity through these variables mentioned above in traditional markets. In this study, the relationships among service quality, the drivers of customer equity, customer satisfaction, and customer lifetime value were studied based on the analysis of the data which were collected in traditional markets.
| Original language | English |
|---|---|
| Pages (from-to) | 3827-3834 |
| Number of pages | 8 |
| Journal | Journal of Business Research |
| Volume | 69 |
| Issue number | 9 |
| DOIs | |
| Publication status | Published - 2016 Sep 1 |
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All Science Journal Classification (ASJC) codes
- Marketing
Cite this
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Relationship between service quality and customer equity in traditional markets. / Wang, Huanzhang; Kim, Kyung Hoon; Ko, Eunju; Liu, Honglei.
In: Journal of Business Research, Vol. 69, No. 9, 01.09.2016, p. 3827-3834.Research output: Contribution to journal › Article
TY - JOUR
T1 - Relationship between service quality and customer equity in traditional markets
AU - Wang, Huanzhang
AU - Kim, Kyung Hoon
AU - Ko, Eunju
AU - Liu, Honglei
PY - 2016/9/1
Y1 - 2016/9/1
N2 - This research is to understand how to improve traditional markets since a lot of practitioners in the retail industry conduct business in traditional markets. The research objectives are, first, to understand the relationships among service quality, customer equity drivers, and customer satisfaction in traditional markets; second, to find out how to improve the three drivers of customer equity through these variables mentioned above in traditional markets. In this study, the relationships among service quality, the drivers of customer equity, customer satisfaction, and customer lifetime value were studied based on the analysis of the data which were collected in traditional markets.
AB - This research is to understand how to improve traditional markets since a lot of practitioners in the retail industry conduct business in traditional markets. The research objectives are, first, to understand the relationships among service quality, customer equity drivers, and customer satisfaction in traditional markets; second, to find out how to improve the three drivers of customer equity through these variables mentioned above in traditional markets. In this study, the relationships among service quality, the drivers of customer equity, customer satisfaction, and customer lifetime value were studied based on the analysis of the data which were collected in traditional markets.
UR - http://www.scopus.com/inward/record.url?scp=84967188788&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84967188788&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2016.04.007
DO - 10.1016/j.jbusres.2016.04.007
M3 - Article
VL - 69
SP - 3827
EP - 3834
JO - Journal of Business Research
JF - Journal of Business Research
SN - 0148-2963
IS - 9
ER -