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Total Quality Management & Business Excellence Volume 30, 2019 - Issue sup1: QMOD Conference Best Selected Papers
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Service quality measurement for omni-channel retail: scale development and validation

Min ZhangCollege of Management and Economics, Tianjin University, Tianjin, People’s Republic of ChinaView further author information
,
Xueping HeCollege of Management and Economics, Tianjin University, Tianjin, People’s Republic of ChinaView further author information
,
Fang QinCollege of Management and Economics, Tianjin University, Tianjin, People’s Republic of ChinaCorrespondence[email protected]
View further author information
,
Wenbiao FuState Administration for Market Regulation, Beijing, People’s Republic of ChinaView further author information
&
Zhen HeCollege of Management and Economics, Tianjin University, Tianjin, People’s Republic of ChinaView further author information
Pages S210-S226 | Published online: 18 Sep 2019

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Ashwarya Kapoor, Rajiv Sindwani & Manisha Goel. (2023) Exploring quick commerce service experience: a moderated mediated investigation using SEM and fsQCA. Total Quality Management & Business Excellence 34:13-14, pages 1896-1919.
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Neeraj Yadav, Ravi Shankar & Surya Prakash Singh. (2023) Customer satisfaction – dilemma of comparing multiple scale scores. Total Quality Management & Business Excellence 34:1-2, pages 32-56.
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Articles from other publishers (23)

Neeru Sharma & Johra Kayeser Fatima. (2024) Influence of perceived value on omnichannel usage: Mediating and moderating roles of the omnichannel shopping habit. Journal of Retailing and Consumer Services 77, pages 103627.
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Xueting Zhang, Younggeun Park, Jaejin Park & Hao Zhang. (2024) Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail. Journal of Retailing and Consumer Services 77, pages 103622.
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Thamaraiselvan Natarajan, Deepak V. Ramanan & Jegan Jayapal. (2023) Does pickup service quality explain buy online pickup in-store service user's citizenship behavior? Moderating role of product categories and gender. The TQM Journal 35:8, pages 2547-2571.
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Lisnawati Lisnawati, Ratih Hurriyati, Disman Disman, Vanessa Gaffar & Edi Firdaus. (2023) Omnichannel quality: the new imperative of purchase intention among fashion retail market. Journal of Eastern European and Central Asian Research (JEECAR) 10:6, pages 829-839.
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Tinashe Musasa & Tshepo Tlapana. (2023) Assessing the significance of retail service quality on shopping frequency: an adaptation of retail service quality (RSQS) model. European Journal of Management Studies.
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Yuk Ming Tang, Ka Yin Chau, Wei Ting Kuo & Xiao Xiao Liu. (2023) IoT-Based Information System on Cold-Chain Logistics Service Quality (ICCLSQ) Management in Logistics 4.0. Information Systems Frontiers.
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Ting-Chung Huang & Chien-Ta Ho. (2023) Are Customers Always Right? The Importance of Sincerity and Keenness in Creating Retail Sustainable Development. Sustainability 15:6, pages 5579.
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Cheng-Kun Wang, Mohammad Masukujjaman, Syed Shah Alam, Ismail Ahmad, Chieh-Yu Lin & Yi-Hui Ho. (2023) The Effects of Service Quality Performance on Customer Satisfaction for Non-Banking Financial Institutions in an Emerging Economy. International Journal of Financial Studies 11:1, pages 33.
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Xinwei Li, Mao Xu, Wenjuan Zeng, Ying Kei Tse & Hing Kai Chan. (2023) Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry. Journal of Retailing and Consumer Services 70, pages 103157.
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Thales Stevan Guedes Furquim, Claudimar Pereira da Veiga, Cássia Rita Pereira da Veiga & Wesley Vieira da Silva. (2022) The Different Phases of the Omnichannel Consumer Buying Journey: A Systematic Literature Review and Future Research Directions. Journal of Theoretical and Applied Electronic Commerce Research 18:1, pages 79-104.
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Tuğba Yeğin & Muhammad Ikram. (2022) Developing a Sustainable Omnichannel Strategic Framework toward Circular Revolution: An Integrated Approach. Sustainability 14:18, pages 11578.
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Weng Marc Lim, Gaurav Gupta, Baidyanath Biswas & Rohit Gupta. (2021) Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services. Electronic Markets 32:3, pages 1463-1484.
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Abdulla Jaafar Desmal, Suraya Hamid, Mohd Khalit Othman & Ali Zolait. (2022) Exploration of the usability quality attributes of mobile government services: a literature review. PeerJ Computer Science 8, pages e1026.
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Jun-Hwa Cheah, Xin-Jean Lim, Hiram Ting, Yide Liu & Sara Quach. (2022) Are privacy concerns still relevant? Revisiting consumer behaviour in omnichannel retailing. Journal of Retailing and Consumer Services 65, pages 102242.
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Sita Mishra, Gunjan Malhotra, Vibha Arora & Sandip Mukhopadhyay. (2021) Omnichannel retailing: does it empower consumers and influence patronage?. International Journal of Retail & Distribution Management 50:2, pages 229-250.
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Mehrdad Bahremand, Roya Soltani & Rasoul Karimi. (2022) A Multiobjective Pricing Model in Omnichannel Retailing With Emphasis on State Interventions. IEEE Access 10, pages 49184-49197.
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Fatemeh Ehsani & Monireh Hosseini. (2021) Investigation to determine elements influencing customer's satisfaction in the B2C electronic retailing marketplaces. EuroMed Journal of Business.
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Özlem ÖZDEMİR SÜZER & Çağatan TAŞKIN. (2021) BÜTÜNLEŞİK KANALLI PERAKENDECİLİĞİN HİZMET KALİTESİ BOYUTLARININ MÜŞTERİ BAĞLILIĞI ÜZERİNDEKİ ETKİSİ ÜZERİNE BİR ARAŞTIRMA: DEFACTO ÖRNEĞİA RESEARCH ON THE IMPACT THE SERVICE QUALITY DIMENSIONS OF OMNI-CHANNEL RETAILING ON CUSTOMER LOYALTY: THE CASE OF DEFACTO. Abant Sosyal Bilimler Dergisi 21:3, pages 633-660.
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Prateek Kalia & Justin Paul. (2021) E-service quality and e-retailers: Attribute-based multi-dimensional scaling. Computers in Human Behavior 115, pages 106608.
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Yeonjoo Lee, Sunmee Choi & Joy M. Field. (2020) Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service. Operations Management Research 13:3-4, pages 218-232.
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Mohammad Ishfaq, Heitham Al Hajieh & Majed Alharthi. (2020) Quality Determination of the Saudi Retail Banking System and the Challenges of Vision 2030. International Journal of Financial Studies 8:3, pages 40.
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Tamara Rajić, Isidora Milošević & Ana Rakić. (2020) The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia. Management:Journal of Sustainable Business and Management Solutions in Emerging Economies.
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Xinwei Li, Mao Xu, Wenjuan Zeng, Ying Kei Tse & Hing Kai Chan. (2022) Exploring the Top Customer Concerns Under the COVID-19 Crisis: A Social Media Analytics Study from the Retailer Industry. SSRN Electronic Journal.
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