Skip to content
1981
image of Service quality expectations of international fashion apparel brands in India: Satisfaction loyalty and the mediating role of culture

Abstract

Service quality is an important determinant of customer brand experience, customer satisfaction and customer loyalty, with cross-cultural differences leading to varied expectations of service from consumers. Our research aims to understand the influence of the service quality expectations and cultural factors that influence customer satisfaction and loyalty, and the moderating role of cultural values on the relationship between customer satisfaction and loyalty of international fashion apparel brand purchasing of young consumers in India. Data collected across 142 young consumers in India via questionnaire are analysed using PLS_SEM structural modelling. The findings indicate that the service quality parameter tangibility has a significantly positive relationship with customer satisfaction while both reliability and formality positively influence customer loyalty. The cultural value self-transcendence depicts a significant positive relationship with customer loyalty, while the moderating effect of conservation on the relationship between customer satisfaction and customer loyalty is also significantly positive, validating the role of cultural values as both a predictor and moderator of customer purchase motivation.

Loading

Article metrics loading...

/content/journals/10.1386/fspc_00259_1
2024-05-03
2025-02-10
Loading full text...

Full text loading...

References

  1. Abdur Rehman, M., Khan, S., Osman, I., Aziz, K. and Shams, G. (2021), ‘Revisiting the corporate image through service quality and relationship marketing: An empirical evidence from Malaysian and Saudi Arabian Takaful customers’, Journal of Islamic Accounting and Business Research, 12:6, pp. 84971.
    [Google Scholar]
  2. Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H. and Ghazali, P. L. (2019), ‘Assessing the effects of service quality on customer satisfaction’, Management Science Letters, 9:1, pp. 1324.
    [Google Scholar]
  3. Agarwal, J., Malhotra, N. K. and Bolton, R. N. (2010), ‘A cross-national and cross-cultural approach to global market segmentation: An application using consumers’ perceived service quality’, Journal of International Marketing, 18:3, pp. 1840.
    [Google Scholar]
  4. Ali Alsheikh, G. A., Binti Abd Halim, M. S., Ayassrah, Y. A., Alnawafleh, E. A. T. and Bin Tambi, A. M. (2018), ‘Investigation of factors influencing customer loyalty in Malaysia and Jordan hotel industry’, Journal of Business and Hotel Management, 7:2, pp. 797809.
    [Google Scholar]
  5. Aliyev, F. and Wagner, R. (2018), ‘Cultural influence on luxury value perceptions: Collectivist vs. individualist luxury perceptions’, Journal of International Consumer Marketing, 30:3, pp. 15872.
    [Google Scholar]
  6. Alnaser, F. M. I., Abd Ghani, M. and Rahi, S. (2018), ‘Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty’, Accounting, 4:1, pp. 6372.
    [Google Scholar]
  7. Amorim, M. and Bashashi Saghezchi, F. (2014), ‘An investigation of service quality assessments across retail formats’, International Journal of Quality and Service Sciences, 6:2&3, pp. 22136.
    [Google Scholar]
  8. Aramburu, I. A. and Pescador, I. G. (2019), ‘The effects of corporate social responsibility on customer loyalty: The mediating effect of reputation in cooperative banks versus commercial banks in the Basque Country’, Journal of Business Ethics, 154:3, pp. 70119.
    [Google Scholar]
  9. Babakus, E. and Boller, G. W. (1992), ‘An empirical assessment of the SERVQUAL scale’, Journal of Business Research, 24:3, pp. 25368.
    [Google Scholar]
  10. Bahia, K. and Nantel, J. (2000), ‘A reliable and valid measurement scale for the perceived service quality of banks’, International Journal of Bank Marketing, 18:2, pp. 8491.
    [Google Scholar]
  11. Cai, Y. and Shannon, R. (2012), ‘Personal values and mall shopping behaviour’, International Journal of Retail & Distribution Management, 40:4, pp. 290318.
    [Google Scholar]
  12. Cant, M. C. and Hefer, Y. (2014), ‘Visual merchandising displays effect – or not – on consumers: The predicament faced by apparel retailers’, Journal of Business and Retail Management Research, 8:2, pp. 95104.
    [Google Scholar]
  13. Carman, J. M. (1990), ‘Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions’, Journal of Retailing, 66:1, pp. 3355.
    [Google Scholar]
  14. Chakraborty, S. and Sadachar, A. (2021), ‘Predicting Indian consumers’ purchase intention from Western apparel brands’, Journal of Fashion Marketing and Management: An International Journal, 25:3, pp. 40729.
    [Google Scholar]
  15. Chakraborty, S. and Sadachar, A. (2023), ‘Spirituality bestowing self-transcendence amid COVID-19 through slow fashion’, Journal of Global Fashion Marketing, 14:3, pp. 35068.
    [Google Scholar]
  16. Cheung, G. W., Cooper-Thomas, H. D., Lau, R. S. and Wang, L. C. (2023), ‘Reporting reliability, convergent and discriminant validity with structural equation modeling: A review and best-practice recommendations’, Asia Pacific Journal of Management, 40:1, https://bibliotheek.ehb.be:2102/10.1007/s10490-023-09871-y.
    [Google Scholar]
  17. Cheung, Y. S. and Leung, H. C. (2009), ‘Salespersons’ service quality and customer loyalty in fashion chain stores’, Journal of Fashion Marketing and Management: An International Journal, 13:1, pp. 98108.
    [Google Scholar]
  18. Cronin, J. J. and Taylor, S. A. (1994), ‘Servperf versus Servqual: Reconciling performance-based and perceptions-minus-expectations measurement of service quality’, Journal of Marketing, 58:1, pp. 12531.
    [Google Scholar]
  19. Dabholkar, P. A., Thorpe, D. I. and Rentz, J. O. (1996), ‘A measure of service quality for retail stores: Scale development and validation’, Journal of the Academy of Marketing Science, 24:1, pp. 316.
    [Google Scholar]
  20. Deloitte. (2022), The Deloitte Global 2022 Gen Z and Millennial Survey, New York: Deloitte.
    [Google Scholar]
  21. Diallo, M. F. and Seck, A. M. (2018), ‘How store service quality affects attitude toward store brands in emerging countries: Effects of brand cues and the cultural context’, Journal of Business Research, 86:C, pp. 31120.
    [Google Scholar]
  22. Ding, C. G. and Tseng, T. H. (2015), ‘On the relationships among brand experience, hedonic emotions, and brand equity’, European Journal of Marketing, 49:7–8, pp. 9941015.
    [Google Scholar]
  23. Donthu, N. and Yoo, B. (1998), ‘Cultural influences on service quality expectations’, Journal of Service Research, 1:2, pp. 17886.
    [Google Scholar]
  24. Egri, C. P. and Ralston, D. A. (2004), ‘Generation cohorts and personal values: A comparison of China and the United States’, Organization Science, 15:2, pp. 21020.
    [Google Scholar]
  25. Fornell, C. and Bookstein, F. L. (1982), ‘Two structural equation models: LISREL and PLS applied to consumer exit-voice theory’, Journal of Marketing Research, 19:4, pp. 44052.
    [Google Scholar]
  26. Fornell, C. and Larcker, D. F. (1981), ‘Evaluating structural equation models with unobservable variables and measurement error’, Journal of Marketing Research, 18:1, pp. 3950.
    [Google Scholar]
  27. Gangwani, S., Mathur, M. and Shahab, S. (2020), ‘Influence of consumer perceptions of private label brands on store loyalty: Evidence from Indian retailing’, Cogent Business & Management, 7:1, https://bibliotheek.ehb.be:2102/10.1080/23311975.2020.1751905.
    [Google Scholar]
  28. Ghosh, P., Tripathi, V. and Kumar, A. (2010), ‘Customer expectations of store attributes: A study of organized retail outlets in India’, Journal of Retail & Leisure Property, 9:1, pp. 7587.
    [Google Scholar]
  29. Gong, T. and Yi, Y. (2018), ‘The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries’, Psychology & Marketing, 35:6, pp. 42742.
    [Google Scholar]
  30. Graham Saunders, S. (2008), ‘Measuring and applying the PAKSERV service quality construct’, Managing Service Quality: An International Journal, 18:5, pp. 44256.
    [Google Scholar]
  31. Gronroos, C. (1984), ‘A service quality model and its marketing implications’, European Journal of Marketing, 18:4, pp. 48390.
    [Google Scholar]
  32. Guesalaga, R. and Pitta, D. (2014), ‘The importance and formalization of service quality dimensions: A comparison of Chile and the USA’, Journal of Consumer Marketing, 31:2, pp. 14551.
    [Google Scholar]
  33. Hair, J. F. and Alamer, A. (2022), ‘Partial least squares structural equation modeling (PLS-SEM) in second language and education research: Guidelines using an applied example’, Research Methods in Applied Linguistics, 1:3, https://bibliotheek.ehb.be:2102/10.1016/j.rmal.2022.100027.
    [Google Scholar]
  34. Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P. and Ray, S. (2021), Partial Least Squares Structural Equation Modeling (PLS-SEM) using R, Cham: Springer.
    [Google Scholar]
  35. Hair, J. F., Risher, J. J., Sarstedt, M. and Ringle, C. M. (2019), ‘When to use and how to report the results of PLS-SEM’, European Business Review, 31:1, pp. 224.
    [Google Scholar]
  36. Hair, J. F., Sarstedt, M., Hopkins, L. and Kuppelwieser, V. G. (2014), ‘Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research’, European Business Review, 26:2, https://bibliotheek.ehb.be:2102/10.1108/EBR-10-2013-0128.
    [Google Scholar]
  37. Hau, L. N. and Thuy, P. N. (2012), ‘Impact of service personal values on service value and customer loyalty: A cross-service industry study’, Service Business, 6:2, pp. 13755.
    [Google Scholar]
  38. Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., Ketchen, D. J., Hair, J. F., Hult, G. T. M. and Calantone, R. J. (2014), ‘Common beliefs and reality about PLS’, Organizational Research Methods, 17:2, pp. 182209.
    [Google Scholar]
  39. Henseler, J., Ringle, C. M. and Sarstedt, M. (2015), ‘A new criterion for assessing discriminant validity in variance-based structural equation modeling’, Journal of the Academy of Marketing Science, 43:1, pp. 11535.
    [Google Scholar]
  40. Hofstede, G. (1984), Culture’s Consequences: International Differences in Work-Related Values, vol. 5, Thousand Oaks, CA: Sage.
    [Google Scholar]
  41. Hofstede, G. (2011), ‘Dimensionalizing cultures: The Hofstede model in context’, Online Readings in Psychology and Culture, 2:1, pp. 126.
    [Google Scholar]
  42. Hofstede, G., Hofstede, J. G. and Minkov, M. (2010), Cultures and Organizations: Software of the Mind, 3rd ed., London: McGraw Hill.
    [Google Scholar]
  43. Holmlund, M., Hagman, A. and Polsa, P. (2011), ‘An exploration of how mature women buy clothing: Empirical insights and a model’, Journal of Fashion Marketing and Management: An International Journal, 15:1, pp. 10822.
    [Google Scholar]
  44. Hu, L. and Bentler, P. M. (1999), ‘Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives’, Structural Equation Modeling: A Multidisciplinary Journal, 6:1, pp. 155.
    [Google Scholar]
  45. Hui, S. L. and Yee, R. W. Y. (2015), ‘Relationship among interpersonal relationship, customer satisfaction and brand loyalty in fashion retailing industry’, Research Journal of Textile and Apparel, 19:1, https://bibliotheek.ehb.be:2102/10.1108/RJTA-19-01-2015-B007.
    [Google Scholar]
  46. Hussain, R., Al Nasser, A. and Hussain, Y. K. (2015), ‘Service quality and customer satisfaction of a UAE-based airline: An empirical investigation’, Journal of Air Transport Management, 42:1, pp. 16775.
    [Google Scholar]
  47. Inglehart, R. (1977), The Silent Revolution: Changing Values and Political Styles Among Western Publics, Princeton, NJ: Princeton University Press.
    [Google Scholar]
  48. Islam, M. A., Khadem, M. and Sayem, A. (2012), ‘Service quality, customer satisfaction and customer loyalty analysis in Bangladesh apparel fashion retail: An empirical study’, International Journal of Fashion Design, Technology and Education, 5:3, pp. 21324.
    [Google Scholar]
  49. Izogo, E. E. and Ogba, I.-E. (2015), ‘Service quality, customer satisfaction and loyalty in automobile repair services sector’, International Journal of Quality & Reliability Management, 32:3, pp. 25069.
    [Google Scholar]
  50. Jones, L. P., Turvey, S. T., Massimino, D. and Papworth, S. K. (2020), ‘Investigating the implications of shifting baseline syndrome on conservation’, People and Nature, 2:4, pp. 113144.
    [Google Scholar]
  51. Karami, M., Maleki, M. M. and Dubinsky, A. J. (2016), ‘Cultural values and consumers’ expectations and perceptions of service encounter quality’, International Journal of Pharmaceutical and Healthcare Marketing, 10:1, https://bibliotheek.ehb.be:2102/10.1108/IJPHM-09-2014-0051.
    [Google Scholar]
  52. Kashif, M., Ramayah, T. and Sarifuddin, S. (2016), ‘PAKSERV: Measuring higher education service quality in a collectivist cultural context’, Total Quality Management & Business Excellence, 27:3–4, pp. 26578.
    [Google Scholar]
  53. Kashif, M., Wan Shukran, S. S., Rehman, M. A. and Sarifuddin, S. (2015), ‘Customer satisfaction and loyalty in Malaysian Islamic banks: A PAKSERV investigation’, International Journal of Bank Marketing, 33:1, pp. 2340.
    [Google Scholar]
  54. Khan, I. and Rahman, Z. (2015), ‘A review and future directions of brand experience research’, International Strategic Management Review, 3:1–2, pp. 114.
    [Google Scholar]
  55. Khare, A. (2013), ‘Retail service quality in small retail sector: The Indian experience’, Facilities, 31:5–6, pp. 20822.
    [Google Scholar]
  56. Khare, A., Mishra, A. and Parveen, C. (2012), ‘Influence of collective self esteem on fashion clothing involvement among Indian women’, Journal of Fashion Marketing and Management: An International Journal, 16:1, pp. 4263.
    [Google Scholar]
  57. Kim, J., Park, J. and Glovinsky, P. L. (2018), ‘Customer involvement, fashion consciousness, and loyalty for fast-fashion retailers’, Journal of Fashion Marketing and Management: An International Journal, 22:3, pp. 30116.
    [Google Scholar]
  58. Kim, S. and Jin, B. (2002), ‘Validating the retail service quality scale for US and Korean customers of discount stores: An exploratory study’, Journal of Services Marketing, 16:3, pp. 22337.
    [Google Scholar]
  59. Kim, S. and Woo, H. (2021), ‘Global fashion retailers’ responses to external and internal crises during the COVID-19 pandemic’, Fashion and Textiles, 8:1, https://bibliotheek.ehb.be:2102/10.1186/s40691-021-00260-x.
    [Google Scholar]
  60. Kitapci, O., Taylan Dortyol, I., Yaman, Z. and Gulmez, M. (2013), ‘The paths from service quality dimensions to customer loyalty’, Management Research Review, 36:3, pp. 23955.
    [Google Scholar]
  61. Ladhari, R., Ladhari, I. and Morales, M. (2011a), ‘Bank service quality: Comparing Canadian and Tunisian customer perceptions’, International Journal of Bank Marketing, 29:3, https://bibliotheek.ehb.be:2102/10.1108/02652321111117502.
    [Google Scholar]
  62. Ladhari, R., Pons, F., Bressolles, G. and Zins, M. (2011b), ‘Culture and personal values: How they influence perceived service quality’, Journal of Business Research, 64:9, pp. 95157.
    [Google Scholar]
  63. Laroche, M., Ueltschy, L. C., Abe, S., Cleveland, M. and Yannopoulos, P. P. (2004), ‘Service quality perceptions and customer satisfaction: Evaluating the role of culture’, Journal of International Marketing, 12:3, pp. 5885.
    [Google Scholar]
  64. Lee, J. A., Sneddon, J. N., Daly, T. M., Schwartz, S. H., Soutar, G. N. and Louviere, J. J. (2019a), ‘Testing and extending Schwartz refined value theory using a best–worst scaling approach’, Assessment, 26:2, pp. 16680.
    [Google Scholar]
  65. Lee, M., Kang, M. and Kang, J. (2019b), ‘Cultural influences on B2B service quality-satisfaction-loyalty’, Service Industries Journal, 39:3–4, pp. 22949.
    [Google Scholar]
  66. Leung, C. and Fung, M. W. (1996), ‘Assessing perceived service quality of casual-wear chain stores’, Journal of Fashion Marketing and Management, 1:1, pp. 26–41, https://bibliotheek.ehb.be:2102/10.1108/eb022488.
    [Google Scholar]
  67. Levy, M. and Weitz A. B. (2023), Retailing Management, 11th ed., New York: McGraw Hill.
    [Google Scholar]
  68. Lewis, B. R. and Soureli, M. (2006), ‘The antecedents of consumer loyalty in retail banking’, Journal of Consumer Behaviour, 5:1, pp. 1531.
    [Google Scholar]
  69. Li, M. and Cai, L. A. (2012), ‘The effects of personal values on travel motivation and behavioral intention’, Journal of Travel Research, 51:4, pp. 47387.
    [Google Scholar]
  70. Luximon, A. and Chan, P. Y. (2017), ‘Service quality expectation and cultural diversity in fast fashion retailing’, Journal of Textile Engineering & Fashion Technology, 1:3, pp. 9399, https://bibliotheek.ehb.be:2102/10.15406/jteft.2017.01.00016.
    [Google Scholar]
  71. Malhotra, N. K., Ulgado, F. M., Agarwal, J. and Baalbaki, I. B. (2015), ‘International services marketing: A comparative evaluation of the dimensions of service quality between developed and developing countries’, in Developments in Marketing Science: Proceedings of the Academy of Marketing Science, pp. 105105, https://bibliotheek.ehb.be:2123/chapter/10.1007/978-3-319-17323-8_26. Accessed 8 March 2024.
    [Google Scholar]
  72. Malhotra, N. K., Ulgado, F. M., Agarwal, J., Shainesh, G. and Wu, L. (2005), ‘Dimensions of service quality in developed and developing economies: Multi-country cross-cultural comparisons’, International Marketing Review, 22:3, pp. 25678.
    [Google Scholar]
  73. Mattila, A. S. (1999), ‘The role of culture in the service evaluation process’, Journal of Service Research, 1:3, pp. 25061.
    [Google Scholar]
  74. Mehrjoo, M. and Pasek, Z. J. (2016), ‘Risk assessment for the supply chain of fast fashion apparel industry: A system dynamics framework’, International Journal of Production Research, 54:1, pp. 2848.
    [Google Scholar]
  75. Mehta, S. C., Lalwani, A. K. and Li Han, S. (2000), ‘Service quality in retailing: Relative efficiency of alternative measurement scales for different product-service environments’, International Journal of Retail & Distribution Management, 28:2, pp. 6272.
    [Google Scholar]
  76. Morse, E. L. (1978), ‘The Silent Revolution: Changing Values and Political Styles Among Western Publics by Ronald Inglehart’, review, Foreign Affairs, 56:2, pp. 442–43.
    [Google Scholar]
  77. Namukasa, J. (2013), ‘The influence of airline service quality on passenger satisfaction and loyalty’, The TQM Journal, 25:5, pp. 52032.
    [Google Scholar]
  78. Nejadjavad, M. and Gilaninia, S. (2016), ‘The role of service quality in organizations’, Kuwait Chapter of Arabian Journal of Business and Management Review, 5:7, pp. 1927.
    [Google Scholar]
  79. Njau, F. W., Mutungi, M. M. and Mutinda, R. (2019), ‘An Integrated Servqual and gap model in evaluating customer satisfaction in budget hotels in Nairobi City county, Kenya’, International Journal of Current Aspects, 3:2, pp. 4170.
    [Google Scholar]
  80. Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, New York: McGraw Hill.
    [Google Scholar]
  81. Oliver, R. L. (1999), ‘Whence consumer loyalty?’, Journal of Marketing, 63:1, pp. 3344.
    [Google Scholar]
  82. Parasuraman, A., Berry, L. L. and Zeithaml, V. A. (1991), ‘Refinement and reassessment of the SERVQUAL scale’, Journal of Retailing, 67:4, pp. 42050.
    [Google Scholar]
  83. Park, S. J. and Yi, Y. (2016), ‘Performance-only measures vs performance-expectation measures of service quality’, The Service Industries Journal, 36:15–16, pp. 74156.
    [Google Scholar]
  84. Park, S. J. and Yi, Y. (2017), ‘A composite measure of performance–expectation and performance-only measures’, Service Industries Journal, 37:15–16, pp. 93647.
    [Google Scholar]
  85. Patten, E., Ozuem, W. and Howell, K. (2020a), ‘Service quality in multichannel fashion retailing: An exploratory study’, Information Technology & People, 33:4, pp. 132756.
    [Google Scholar]
  86. Patten, E., Ozuem, W., Howell, K. and Lancaster, G. (2020b), ‘Minding the competition: The drivers for multichannel service quality in fashion retailing’, Journal of Retailing and Consumer Services, 53:1, https://bibliotheek.ehb.be:2102/10.1016/j.jretconser.2019.101974.
    [Google Scholar]
  87. Pishchik, V. and Spivachuk, Z. (2020), ‘The uniqueness of values and personal traits of Generation Z students in the innovative educational space of the southern region of Russia’, in D. Rudoy, A. Olshevskaya and V. Kankhva (eds), E3S Web of Conferences, 210, Innovative Technologies in Science and Education (ITSE-2020), Divnomorskoe Village, Russian Federation, 19–30 August, Paris: EDP Sciences, https://bibliotheek.ehb.be:2102/10.1051/e3sconf/202021018035.
    [Google Scholar]
  88. Polsa, P., Fuxiang, W., Sääksjärvi, M. and Shuyuan, P. (2013), ‘Cultural values and health service quality in China’, International Journal of Health Care Quality Assurance, 26:1, pp. 5573.
    [Google Scholar]
  89. Pornpitakpan, C., Yuan, Y. and Han, J. H. (2017), ‘The effect of salespersons’ retail service quality and consumers’ mood on impulse buying’, Australasian Marketing Journal, 25:1, pp. 211.
    [Google Scholar]
  90. PTI (2020), ‘Zara profit jumps 45.5% to Rs 104 cr in FY20, revenue up 9.2% to Rs 1,570.54 crore’, The Economic Times, 9 July, pp. 12.
    [Google Scholar]
  91. Raajpoot, N. (2004), ‘Reconceptualizing service encounter quality in a non-western context’, Journal of Service Research, 7:2, pp. 181201.
    [Google Scholar]
  92. Rajput, N., Kesharwani, S. and Khanna, A. (2012), ‘Consumers’ attitude towards branded apparels: Gender perspective’, International Journal of Marketing Studies, 4:2, pp. 11020.
    [Google Scholar]
  93. Ranaweera, C. and Prabhu, J. (2003), ‘The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting’, International Journal of Service Industry Management, 14:4, pp. 374–95, https://bibliotheek.ehb.be:2102/10.1108/09564230310489231.
    [Google Scholar]
  94. Rao, P. H. N., Vihari, N. S. and Jabeen, S. S. (2021), ‘Reimagining the fashion retail industry through the implications of COVID-19 in the Gulf Cooperation Council (GCC) countries’, FIIB Business Review, 10:4, pp. 32738.
    [Google Scholar]
  95. Rather, R. A., Hollebeek, L. D., Vo-Thanh, T., Ramkissoon, H., Leppiman, A. and Smith, D. (2022), ‘Shaping customer brand loyalty during the pandemic: The role of brand credibility, value congruence, experience, identification, and engagement’, Journal of Consumer Behaviour, 21:5, pp. 117589.
    [Google Scholar]
  96. Ratnawati, A. and Kholis, N. (2020), ‘Measuring the service quality of BPJS health in Indonesia: A Sharia perspective’, Journal of Islamic Marketing, 11:4, pp. 1019–42, https://bibliotheek.ehb.be:2102/10.1108/JIMA-07-2018-0121.
    [Google Scholar]
  97. Roemer, E., Schuberth, F. and Henseler, J. (2021), ‘HTMT2: An improved criterion for assessing discriminant validity in structural equation modeling’, Industrial Management & Data Systems, 121:12, pp. 263750.
    [Google Scholar]
  98. Rokeach, M. (1973), The Nature of Human Values, New York: The Free Press.
    [Google Scholar]
  99. Rokeach, M. (1979), Understanding Human Values, New York: The Free Press.
    [Google Scholar]
  100. Saricam, C. (2022), ‘Analysing service quality and its relation to customer satisfaction and loyalty in sportswear retail market’, Autex Research Journal, 22:2, pp. 18493.
    [Google Scholar]
  101. Schmitt, B., Brakus, J. J. and Zarantonello, L. (2015), ‘From experiential psychology to consumer experience’, Journal of Consumer Psychology, 25:1, pp. 16671.
    [Google Scholar]
  102. Schwartz, S. H. (1992), ‘Universals in the content and structure of values: Theoretical advances and empirical tests in 20 countries’, Advances in Experimental Social Psychology, 25:1 pp. 165.
    [Google Scholar]
  103. Schwartz, S. H. (2004), A Proposal for Measuring Value Orientations across Nations, Chapter 7 in the Questionnaire Development Package of the European Social Survey, www.europeansocialsurvey.org/docs/methodology/core_ess_questionnaire/ESS_core_questionnaire_human_values.pdf. Accessed 3 February 2024.
  104. Schwartz, S. H. (2012), ‘An overview of the Schwartz theory of basic values’, Online Readings in Psychology and Culture, 2:1, https://bibliotheek.ehb.be:2102/10.9707/2307-0919.1116.
    [Google Scholar]
  105. Schwartz, S. H., Cieciuch, J., Vecchione, M., Davidov, E., Fischer, R., Beierlein, C., Ramos, A., Verkasalo, M., Lönnqvist, J.-E., Demirutku, K., Dirilen-Gumus, O. and Konty, M. (2012), ‘Refining the theory of basic individual values’, Journal of Personality and Social Psychology, 103:4, pp. 66388.
    [Google Scholar]
  106. Schwartz, S. H., Melech, G., Lehmann, A., Burgess, S., Harris, M. and Owens, V. (2001), ‘Extending the cross-cultural validity of the theory of basic human values with a different method of measurement’, Journal of Cross-Cultural Psychology, 32:5, pp. 51942.
    [Google Scholar]
  107. Sharma, R. (2020), ‘Building consumer-based brand equity for fast fashion apparel brands in the Indian consumer market’, Management and Labour Studies, 45:3, pp. 33765.
    [Google Scholar]
  108. Siu, N. Y. M. and Cheung, T.-H. J. (2001), ‘A measure of retail service quality’, Marketing Intelligence & Planning, 19:2, pp. 8896.
    [Google Scholar]
  109. Siu, N. Y. M. and Chow, D. K. H. (2004), ‘Service quality in grocery retailing’, Journal of International Consumer Marketing, 16:1, pp. 7187.
    [Google Scholar]
  110. Smith, P. (2022), ‘Global apparel market: Statistics and facts’, Statista, 3 March.
    [Google Scholar]
  111. Stauss, B. and Mang, P. (1999), ‘“Culture shocks” in inter-cultural service encounters?’, Journal of Services Marketing, 13:4–5, pp. 32946.
    [Google Scholar]
  112. Torres Fragoso, J. and Luna Espinoza, I. (2017), ‘Assessment of banking service quality perception using the SERVPERF model’, Contaduría y Administración, 62:4, pp. 1294316.
    [Google Scholar]
  113. Triandis, H. C. (2001), ‘Individualism-collectivism and personality’, Journal of Personality, 69:6, pp. 90724.
    [Google Scholar]
  114. Turner, A. (2015), ‘Generation Z: Technology and social interest’, Journal of Individual Psychology, 71:2, pp. 10313.
    [Google Scholar]
  115. Ueltschy, L. C. and Krampf, R. F. (2001), ‘Cultural sensitivity to satisfaction and service quality measures’, Journal of Marketing Theory and Practice, 9:3, pp. 1431.
    [Google Scholar]
  116. Wong, A. and Sohal, A. (2003), ‘Service quality and customer loyalty perspectives on two levels of retail relationships’, Journal of Services Marketing, 17:5, pp. 495513.
    [Google Scholar]
  117. Wu, C. H.-J. and Liang, R.-D. (2009), ‘Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants’, International Journal of Hospitality Management, 28:4, pp. 58693.
    [Google Scholar]
  118. Yip, J., Chan, H. H. T., Kwan, B. and Law, D. (2011), ‘Influence of appearance orientation, BI and purchase intention on customer expectations of service quality in Hong Kong intimate apparel retailing’, Total Quality Management & Business Excellence, 22:10, pp. 110518.
    [Google Scholar]
  119. Yuen, E. F. T. and Chan, S. S. L. (2010), ‘The effect of retail service quality and product quality on customer loyalty’, Journal of Database Marketing and Customer Strategy Management, 17:1, pp. 22240.
    [Google Scholar]
  120. Zarei, G., Asgarnezhad Nuri, B. and Noroozi, N. (2019), ‘The effect of internet service quality on consumers’ purchase behavior: The role of satisfaction, attitude, and purchase intention’, Journal of Internet Commerce, 18:2, pp. 197220.
    [Google Scholar]
  121. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1988), ‘SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality’, Journal of Retailing, 64:1, pp. 1240.
    [Google Scholar]
  122. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1993), ‘The nature and determinants of customer expectations of service’, Journal of the Academy of Marketing Science, 21:1, pp. 112.
    [Google Scholar]
  123. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996), ‘The behavioral consequences of service quality’, Journal of Marketing, 60:2, pp. 3146.
    [Google Scholar]
/content/journals/10.1386/fspc_00259_1
Loading
/content/journals/10.1386/fspc_00259_1
Loading

Data & Media loading...

This is a required field
Please enter a valid email address
Approval was a success
Invalid data
An error occurred
Approval was partially successful, following selected items could not be processed due to error
Please enter a valid_number test