{"id":"https://openalex.org/W2802701161","doi":"https://doi.org/10.1108/md-08-2017-0790","title":"Developing a service quality scale in context of organized grocery retail of India","display_name":"Developing a service quality scale in context of organized grocery retail of India","publication_year":2018,"publication_date":"2018-05-04","ids":{"openalex":"https://openalex.org/W2802701161","doi":"https://doi.org/10.1108/md-08-2017-0790","mag":"2802701161"},"language":"en","primary_location":{"id":"doi:10.1108/md-08-2017-0790","doi":"https://doi.org/10.1108/md-08-2017-0790","is_oa":false,"landing_page_url":"https://doi.org/10.1108/md-08-2017-0790","pdf_url":null,"source":{"id":"https://openalex.org/S154010748","display_name":"Management Decision","issn_l":"0025-1747","issn":["0025-1747","1758-6070"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Decision","raw_type":"journal-article"},"volume":null,"type":"article","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/A5056495091","display_name":"Prachi Jain Aggarwal","orcid":"https://orcid.org/0000-0003-1733-2469","observed_orcids":["https://orcid.org/0000-0003-1733-2469"]},"institutions":[{"id":"https://openalex.org/I105454292","display_name":"Guru Gobind Singh Indraprastha University","ror":"https://ror.org/034q1za58","country_code":"IN","type":"education","lineage":["https://openalex.org/I105454292"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Prachi Jain","raw_affiliation_strings":["University School of Management Studies, Guru Gobind Singh Indraprastha University, New Delhi, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University School of Management Studies, Guru Gobind Singh Indraprastha University, New Delhi, India","institution_ids":["https://openalex.org/I105454292"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5044930151","display_name":"Vijita Singh Aggarwal","orcid":"https://orcid.org/0000-0002-4119-0651","observed_orcids":["https://orcid.org/0000-0002-4119-0651"]},"institutions":[{"id":"https://openalex.org/I105454292","display_name":"Guru Gobind Singh Indraprastha University","ror":"https://ror.org/034q1za58","country_code":"IN","type":"education","lineage":["https://openalex.org/I105454292"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Vijita Singh Aggarwal","raw_affiliation_strings":["University School of Management Studies, Guru Gobind Singh Indraprastha University, New Delhi, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University School of Management Studies, Guru Gobind Singh Indraprastha University, New Delhi, India","institution_ids":["https://openalex.org/I105454292"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I105454292"],"apc_list":null,"apc_paid":null,"fwci":4.9638,"has_fulltext":false,"cited_by_count":19,"citation_normalized_percentile":{"value":0.94173941,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"56","issue":"9","first_page":"1969","last_page":"1990"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.0017000000225380063,"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":0.000699999975040555,"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/service-quality","display_name":"service quality","score":0.8539999723434448},{"id":"https://openalex.org/keywords/grocery-retailing","display_name":"grocery retail","score":0.7329999804496765},{"id":"https://openalex.org/keywords/organized-retailing","display_name":"organized retail","score":0.8989999890327454},{"id":"https://openalex.org/keywords/service-quality-scale-development","display_name":"service quality scale development","score":0.8190000057220459},{"id":"https://openalex.org/keywords/scale-reliability-and-validity","display_name":"scale reliability and validity","score":0.7300000190734863},{"id":"https://openalex.org/keywords/indian-retail","display_name":"Indian retail sector","score":0.46700000762939453},{"id":"https://openalex.org/keywords/retail-stores","display_name":"retail stores","score":0.39100000262260437}],"concepts":[{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6997998356819153},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6972633600234985},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6842541098594666},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.645147442817688},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.6230248212814331},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6147351264953613},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5592007040977478},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.5209111571311951},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.4483729600906372},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.44455230236053467},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.12793150544166565},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.07145828008651733},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.056323736906051636},{"id":"https://openalex.org/C58640448","wikidata":"https://www.wikidata.org/wiki/Q42515","display_name":"Cartography","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},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/md-08-2017-0790","doi":"https://doi.org/10.1108/md-08-2017-0790","is_oa":false,"landing_page_url":"https://doi.org/10.1108/md-08-2017-0790","pdf_url":null,"source":{"id":"https://openalex.org/S154010748","display_name":"Management Decision","issn_l":"0025-1747","issn":["0025-1747","1758-6070"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Management Decision","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":91,"referenced_works":["https://openalex.org/W79555443","https://openalex.org/W133780449","https://openalex.org/W1481695708","https://openalex.org/W1501334025","https://openalex.org/W1526487863","https://openalex.org/W1535828339","https://openalex.org/W1538965841","https://openalex.org/W1551253301","https://openalex.org/W1575793321","https://openalex.org/W1589439246","https://openalex.org/W1593972904","https://openalex.org/W1644124761","https://openalex.org/W1689771227","https://openalex.org/W1969155624","https://openalex.org/W1970138846","https://openalex.org/W1971410477","https://openalex.org/W1976361864","https://openalex.org/W1979439403","https://openalex.org/W1979907230","https://openalex.org/W1981352318","https://openalex.org/W1981802768","https://openalex.org/W1986440703","https://openalex.org/W1987475070","https://openalex.org/W1989286264","https://openalex.org/W1991334321","https://openalex.org/W1991623719","https://openalex.org/W1991885326","https://openalex.org/W1997071685","https://openalex.org/W2001521401","https://openalex.org/W2007246684","https://openalex.org/W2012601259","https://openalex.org/W2015544288","https://openalex.org/W2018872114","https://openalex.org/W2019074085","https://openalex.org/W2020421105","https://openalex.org/W2024366352","https://openalex.org/W2024817851","https://openalex.org/W2026368098","https://openalex.org/W2027617211","https://openalex.org/W2030137111","https://openalex.org/W2034170327","https://openalex.org/W2035780974","https://openalex.org/W2037846525","https://openalex.org/W2042124062","https://openalex.org/W2043947871","https://openalex.org/W2045476978","https://openalex.org/W2047101080","https://openalex.org/W2048168224","https://openalex.org/W2052897116","https://openalex.org/W2052906840","https://openalex.org/W2056760924","https://openalex.org/W2057847427","https://openalex.org/W2064493427","https://openalex.org/W2072015659","https://openalex.org/W2078518420","https://openalex.org/W2078933282","https://openalex.org/W2079017615","https://openalex.org/W2079058128","https://openalex.org/W2080964048","https://openalex.org/W2082357697","https://openalex.org/W2087419369","https://openalex.org/W2087750581","https://openalex.org/W2089463291","https://openalex.org/W2091578158","https://openalex.org/W2094013842","https://openalex.org/W2095152946","https://openalex.org/W2096010043","https://openalex.org/W2100749875","https://openalex.org/W2113117986","https://openalex.org/W2122933608","https://openalex.org/W2124421215","https://openalex.org/W2135526934","https://openalex.org/W2140421649","https://openalex.org/W2147042591","https://openalex.org/W2151808041","https://openalex.org/W2152131269","https://openalex.org/W2160951757","https://openalex.org/W2163321421","https://openalex.org/W2167325287","https://openalex.org/W2175227141","https://openalex.org/W2184451284","https://openalex.org/W2187052528","https://openalex.org/W2266057348","https://openalex.org/W2326963644","https://openalex.org/W2331940983","https://openalex.org/W2335072636","https://openalex.org/W3035994932","https://openalex.org/W4234534519","https://openalex.org/W4235678817","https://openalex.org/W4243667233","https://openalex.org/W4251905623"],"related_works":["https://openalex.org/W2591639449","https://openalex.org/W2560703173","https://openalex.org/W367471882","https://openalex.org/W1531162724","https://openalex.org/W2174917523","https://openalex.org/W2187052528","https://openalex.org/W3082543643","https://openalex.org/W6892433226","https://openalex.org/W7155498005","https://openalex.org/W1849600361"],"abstract_inverted_index":{"Purpose":[0],"The":[1,136,176],"purpose":[2],"of":[3,13,26,37,68,85,101,108,138,147,179,198,216],"this":[4],"paper":[5],"is":[6,178],"to":[7,33,42,58,64,81,116,120,129,153,194,210],"check":[8],"the":[9,24,83,86,121,139,144,183,211],"reliability":[10],"and":[11,31,57,90,191,207],"validity":[12],"a":[14,61,99,131,164,188],"well-acknowledged":[15],"scale":[16,63,193],"developed":[17],"by":[18],"Pratibha":[19],"A.":[20],"Dabholkar":[21],"(1996)":[22],"in":[23,54,157,221],"context":[25],"Indian":[27,158,222],"organized":[28,69,159,199],"grocery":[29,43,71,160,200],"retail":[30,44,70,161,201],"also":[32],"identify":[34],"new":[35,62,118,132,165],"aspects":[36],"service":[38,66,123,155,196,217],"quality":[39,67,124,156,197,218],"with":[40,73,167],"respect":[41],"from":[45,75],"literature":[46],"that":[47,98,142],"have":[48,94],"not":[49,151],"been":[50,95,172],"taken":[51],"into":[52],"account":[53],"earlier":[55],"studies":[56],"finally":[59],"develop":[60,130],"measure":[65,154,195],"stores":[72],"consultation":[74],"several":[76],"experts.":[77],"Design/methodology/approach":[78],"In":[79],"order":[80],"achieve":[82],"objectives":[84],"research,":[87],"both":[88],"descriptive":[89,109],"exploratory":[91,112],"research":[92,110,113,205,213],"designs":[93],"employed":[96],"such":[97],"survey":[100],"800":[102],"respondents":[103],"was":[104,114],"undertaken":[105],"as":[106,128,185],"part":[107],"whereas":[111],"conducted":[115],"add":[117],"dimensions":[119,146,170],"existing":[122],"measurement":[125,219],"model":[126,149],"so":[127],"comprehensive":[133,190],"scale.":[134],"Findings":[135],"results":[137],"study":[140,177],"suggest":[141],"all":[143],"five":[145],"Dabholkar\u2019s":[148],"are":[150],"suitable":[152],"stores.":[162,202],"Therefore,":[163],"instrument":[166],"total":[168],"four":[169],"has":[171],"developed.":[173],"Practical":[174],"implications":[175],"great":[180],"importance":[181],"for":[182],"retailers":[184],"it":[186],"offers":[187],"more":[189],"specific":[192],"Originality/value":[203],"This":[204],"supports":[206],"makes":[208],"contribution":[209],"previous":[212],"on":[214],"development":[215],"scales":[220],"context.":[223]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":1}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2018-05-17T00:00:00"}