{"id":"https://openalex.org/W2071198657","doi":"https://doi.org/10.1080/15332660802409621","title":"Dimensions of Satisfaction in Retail Settings: A Research Note","display_name":"Dimensions of Satisfaction in Retail Settings: A Research Note","publication_year":2008,"publication_date":"2008-10-17","ids":{"openalex":"https://openalex.org/W2071198657","doi":"https://doi.org/10.1080/15332660802409621","mag":"2071198657"},"language":"en","primary_location":{"id":"doi:10.1080/15332660802409621","doi":"https://doi.org/10.1080/15332660802409621","is_oa":false,"landing_page_url":"https://doi.org/10.1080/15332660802409621","pdf_url":null,"source":{"id":"https://openalex.org/S167126396","display_name":"Journal of Relationship Marketing","issn_l":"1533-2667","issn":["1533-2667","1533-2675"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Relationship Marketing","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5052150682","display_name":"Heiner Evanschitzky","orcid":"https://orcid.org/0000-0003-1013-7679","observed_orcids":["https://orcid.org/0000-0003-1013-7679","https://orcid.org/0000-0002-8226-2201"]},"institutions":[{"id":"https://openalex.org/I181647926","display_name":"University of Strathclyde","ror":"https://ror.org/00n3w3b69","country_code":"GB","type":"education","lineage":["https://openalex.org/I181647926"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Heiner Evanschitzky","raw_affiliation_strings":["University of Strathclyde","Marketing"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Strathclyde","institution_ids":["https://openalex.org/I181647926"]},{"raw_affiliation_string":"Marketing","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5103457827","display_name":"Gopalkrishnan R. Iyer","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I63772739","display_name":"Florida Atlantic University","ror":"https://ror.org/05p8w6387","country_code":"US","type":"education","lineage":["https://openalex.org/I63772739"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Gopalkrishnan R. Iyer","raw_affiliation_strings":["Florida Atlantic University","Florida Atlantic University #TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Florida Atlantic University","institution_ids":["https://openalex.org/I63772739"]},{"raw_affiliation_string":"Florida Atlantic University #TAB#","institution_ids":["https://openalex.org/I63772739"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5077202336","display_name":"Barbara Caemmerer","orcid":"https://orcid.org/0000-0001-6478-6717","observed_orcids":["https://orcid.org/0000-0001-6478-6717"]},"institutions":[{"id":"https://openalex.org/I181647926","display_name":"University of Strathclyde","ror":"https://ror.org/00n3w3b69","country_code":"GB","type":"education","lineage":["https://openalex.org/I181647926"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Barbara Caemmerer","raw_affiliation_strings":["University of Strathclyde"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Strathclyde","institution_ids":["https://openalex.org/I181647926"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.38362337,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"7","issue":"3","first_page":"275","last_page":"285"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.002199999988079071,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9819999933242798},{"id":"https://openalex.org/keywords/retail-stores","display_name":"retail stores","score":0.6779999732971191},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8640000224113464},{"id":"https://openalex.org/keywords/overall-satisfaction","display_name":"overall satisfaction","score":0.7139999866485596},{"id":"https://openalex.org/keywords/retail-management","display_name":"retail management","score":0.7020000219345093}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7871059775352478},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.698951244354248},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6903636455535889},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6784249544143677},{"id":"https://openalex.org/C2988250419","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Consumer satisfaction","level":2,"score":0.5572545528411865},{"id":"https://openalex.org/C2778136018","wikidata":"https://www.wikidata.org/wiki/Q10350689","display_name":"Predictive power","level":2,"score":0.4905325770378113},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.22164469957351685},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.09651926159858704},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/15332660802409621","doi":"https://doi.org/10.1080/15332660802409621","is_oa":false,"landing_page_url":"https://doi.org/10.1080/15332660802409621","pdf_url":null,"source":{"id":"https://openalex.org/S167126396","display_name":"Journal of Relationship Marketing","issn_l":"1533-2667","issn":["1533-2667","1533-2675"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Relationship Marketing","raw_type":"journal-article"},{"id":"pmh:oai:pure.atira.dk:openaire_cris_publications/d5a54ed5-cb4e-4b27-9673-7f51d8c17520","doi":null,"is_oa":false,"landing_page_url":"https://www.scopus.com/pages/publications/67649188785","pdf_url":null,"source":{"id":"https://openalex.org/S4306400662","display_name":"Research Explorer (The University of Manchester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I28407311","host_organization_name":"University of Manchester","host_organization_lineage":["https://openalex.org/I28407311"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Evanschitzky, H, Iyer, G R & Caemmerer, B 2008, 'Dimensions of satisfaction in retail settings : A research note', Journal of Relationship Marketing, vol. 7, no. 3, pp. 275-285. https://doi.org/10.1080/15332660802409621","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":19,"referenced_works":["https://openalex.org/W1574655732","https://openalex.org/W1978125974","https://openalex.org/W1979522819","https://openalex.org/W1983364918","https://openalex.org/W1987862360","https://openalex.org/W2015479644","https://openalex.org/W2025926893","https://openalex.org/W2032866148","https://openalex.org/W2039470208","https://openalex.org/W2059955887","https://openalex.org/W2073577013","https://openalex.org/W2076287342","https://openalex.org/W2108491185","https://openalex.org/W2115956378","https://openalex.org/W2138123110","https://openalex.org/W2183387232","https://openalex.org/W2331171826","https://openalex.org/W2467064787","https://openalex.org/W3122585423"],"related_works":["https://openalex.org/W2110267594","https://openalex.org/W1523280731","https://openalex.org/W7218022348","https://openalex.org/W2949991369","https://openalex.org/W2339860063","https://openalex.org/W7099415182","https://openalex.org/W2008881219","https://openalex.org/W7011467146","https://openalex.org/W4293262461","https://openalex.org/W2893275376"],"abstract_inverted_index":{"Taking":[0],"issue":[1],"with":[2,10,46],"the":[3,19,54,65,81,85],"prevalent":[4],"practice":[5],"of":[6,21,35,38,57,67,84,87],"measuring":[7,22],"customer":[8,23],"satisfaction":[9,24,45,59,69,76,89],"a":[11,36,71],"single":[12],"global":[13],"measurement":[14],"item,":[15],"this":[16],"article":[17],"stresses":[18],"importance":[20],"through":[25],"its":[26],"underlying":[27],"dimensions,":[28,52],"especially":[29],"in":[30],"retail":[31,47,58,68,88,96],"settings.":[32],"Empirical":[33],"results":[34],"survey":[37],"351":[39],"consumers":[40],"demonstrate":[41],"that":[42],"(a)":[43],"consumer":[44],"stores":[48],"has":[49],"6":[50],"key":[51],"(b)":[53],"suggested":[55],"dimensions":[56,66,86],"predict":[60],"overall":[61,75],"satisfaction,":[62],"and":[63],"(c)":[64],"have":[70],"greater":[72],"effect":[73],"on":[74],"than":[77],"SERVQUAL":[78],"dimensions.":[79],"However,":[80],"predictive":[82],"power":[83],"is":[90],"still":[91],"fairly":[92],"low.":[93],"Implications":[94],"for":[95],"management":[97],"as":[98,100],"well":[99],"academic":[101],"research":[102],"are":[103],"outlined.":[104]},"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
