The Effect of Private Brands on Leveraging Service Quality and Satisfaction

REFERENCES

• Ailawadi, K.L., Pauwels, K., & Steenkamp, J.B. E. M. (2008). Private-label use and store loyalty. Journal of Marketing, 72(6), 19–30.
   Web of Science ®Google Scholar
• Baltas, G., & Argouslidis, P.C. (2007). Consumer characteristics and demand for store brands. International Journal of Retail & Distribution Management, 35(5), 328–341.
   Google Scholar
• Bell, R. (2005). Private labels, brands, and competition policy. European Retail Digest, 46, 52–54.
   Google Scholar
• Bellizzi, J.A., Krueckeberg, H.F., Hamilton, J.R., & Martin, W.S. (1981). Consumer perceptions of national, private, and generic brands. Journal of Retailing, 57(4), 56–70.
   Web of Science ®Google Scholar
• Bollen, K.A. (1989). Structural models with latent variables. New York, NY: Wiley.
   Google Scholar
• Brady, M.K., & Cronin, J.J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. The Journal of Marketing, 65(3), 34–49.
   Web of Science ®Google Scholar
• Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–828.
   Google Scholar
• Chan Choi, S., & Coughlan, A.T. (2006). Private label positioning: Quality versus feature differentiation from the national brand. Journal of Retailing, 82(2), 79–93.
   Web of Science ®Google Scholar
• Chu, P.Y., Lee, G.Y., & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: An International Journal, 40(8), 1271–1283.
   Web of Science ®Google Scholar
• Collins-Dodd, C., & Lindley, T. (2003). Store brands and retail differentiation: The influence of store image and store brand attitude on store own brand perceptions. Journal of Retailing and Consumer Services, 10(6), 345–352.
   Google Scholar
• Corstjens, M., & Lal, R. (2000). Building store loyalty through store brands. Journal of Marketing Research, 37(3), 281–291.
   Web of Science ®Google Scholar
• Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. The Journal of Marketing, 56(3), 55–68.
   Web of Science ®Google Scholar
• Cunningham, I.C. M., Hardy, A.P., & Imperia, G. (1982). Generic brands versus national brands and store brands. Journal of Advertising Research, 22(5), 25–32.
   Web of Science ®Google Scholar
• d’Astous, A., & Saint-Louis, O. (2005). National versus store brand effects on consumer evaluation of a garment. Journal of Fashion Marketing and Management, 9(3), 306–317.
   Google Scholar
• De Wulf, K., Odekerken-Schröder, G., Goedertier, F., & Van Ossel, G. (2005). Consumer perceptions of store brands versus national brands. Journal of Consumer Marketing, 22(4), 223–232.
   Google Scholar
• Deliza, R., & MacFie, H.J. H. (1996). The generation of sensory expectation by external cues and its effect on sensory perception and hedonic ratings: A review. Journal of Sensory Studies, 11(2), 103–128.
   Web of Science ®Google Scholar
• Dunne, D., & Narasimhan, C. (1999). The new appeal of private labels. Harvard Business Review, 77, 41–54.
   PubMed Web of Science ®Google Scholar
• Fitzell, P.B. (1998). The explosive growth of private labels in North America: Past, present and future. New York, NY: Global Book Productions.
   Google Scholar
• Fitzsimmons, J.A., & Fitzsimmons, M.J. (1994). Service management for competitive advantage. New York, NY: McGraw-Hill.
   Google Scholar
• Furrer, O., Liu, B.S. C., & Sudharshan, D. (2000). The relationships between culture and service quality perceptions basis for cross-cultural market segmentation and resource allocation. Journal of Service Research, 2(4), 355–371.
   Google Scholar
• Geyskens, I., Gielens, K., & Gijsbrechts, E. (2010). Proliferating private-label portfolios: How introducing economy and premium private labels influences brand choice. Journal of Marketing Research, 47(5), 791–807.
   Web of Science ®Google Scholar
• Gilboa, S., Herstein, R., & Gamliel, E. (2012). The potential of private labels in agricultural markets. Journal of Brand Strategy, 1(1), 69–78.
   Google Scholar
• Gómez, M., & Benito, N.R. (2008). Manufacturer's characteristics that determine the choice of producing store brands. European Journal of Marketing, 42(1/2), 154–177.
   Web of Science ®Google Scholar
• Grönroos, C. (2006). Adopting a service logic for marketing. Marketing Theory, 6(3), 317–333.
   Google Scholar
• Grönroos, C. (2008). Service logic revisited: Who creates value? and who co-creates? European Business Review, 20(4), 298–314.
   Google Scholar
• Herstein, R., & Gamliel, E. (2004). An investigation of private branding as a global phenomenon. Journal of Euro-Marketing, 13(4), 59–77.
   Google Scholar
• Herstein, R., & Gamliel, E. (2006a). The role of private branding in improving service quality. Managing Service Quality, 16(3), 306–319. doi:10.1108/09604520610663516
   Google Scholar
• Herstein, R., & Gamliel, E. (2006b). Striking a balance with private branding. Business Strategy Review, 17(3), 39–43.
   Google Scholar
• Herstein, R., & Jaffe, E.D. (2007). Launching store brands in emerging markets: Resistance crumbles. Journal of Business Strategy, 28(5), 13–19.
   Google Scholar
• Huang, Y., & Huddleston, P. (2009). Retailer premium own-brands: Creating customer loyalty through own-brand products advantage. International Journal of Retail & Distribution Management, 37(11), 975–992.
   Google Scholar
• Hultén, B. (2011). Sensory marketing: The multi-sensory brand-experience concept. European Business Review, 23(3), 256–273.
   Google Scholar
• Hultman, M., Opoku, R.A., Salehi-Sangari, E., Oghazi, P., & Bui, Q.T. (2008). Private label competition: The perspective of Swedish branded goods manufacturers. Management Research News, 31(2), 125–141.
   Google Scholar
• Hyman, M.R., Kopf, D.A., & Lee, D. (2010). Review of literature—Future research suggestions: Private label brands: Benefits, success factors and future research. Journal of Brand Management, 17(5), 368–389.
   Google Scholar
• Incesu, G., & Asikgil, B. (2012). An evaluation of the relationship between service quality in primary education and parent satisfaction. International Journal of Business and Management, 7(18), 92–98.
   Google Scholar
• Johns, N., & Howard, A. (1998). Customer expectations versus perceptions of service performance in the foodservice industry. International Journal of Service Industry Management, 9(3), 248–265.
   Google Scholar
• Juhl, H.J., Esbjerg, L., Grunert, K.G., Bech-Larsen, T., & Brunsø, K. (2006). The fight between store brands and national brands—What's the score? Journal of Retailing and Consumer Services, 13(5), 331–338.
   Google Scholar
• Kara, A., Kaynak, E., & Kucukemiroglu, O. (1995). Marketing strategies for fast-food restaurants: A customer view. International Journal of Contemporary Hospitality Management, 7(4), 16–22.
   Google Scholar
• Kim, H.J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619–637.
   Google Scholar
• Kristensen, K., & Eskildsen, J.K. (2012). The relationship between SERVQUAL, national customer satisfaction indices, and consumer sentiment. Quality Management Journal, 19(2), 47–61.
   Google Scholar
• Kumar, N., & Steenkamp, J.B. E. M. (2007). Private label strategy: How to meet the store brand challenge. Boston, MA: Harvard Business Press.
   Google Scholar
• Liu, T., & Wang, C. (2008). Factors affecting attitudes toward private labels and promoted brands. Journal of Marketing Management, 24(3/4), 283–298.
   Google Scholar
• Naik, C.N. K., Gantasala, S.B., & Prabhakar, G.V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231–243.
   Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.
   Web of Science ®Google Scholar
• Park, J., Robertson, R., & Wu, C. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6), 435–439.
   Web of Science ®Google Scholar
• Parker, P., & Kim, N. (1997). National brands versus private labels: An empirical study of competition, advertising and collusion. European Management Journal, 15(3), 220–235.
   Google Scholar
• Putsis, W.P. , Jr., & Dhar, R. (2001). An empirical analysis of the determinants of category expenditure. Journal of Business Research, 52(3), 277–291.
   Web of Science ®Google Scholar
• Semeijn, J., Van Riel, A.C., & Ambrosini, A.B. (2004). Consumer evaluations of store brands: Effects of store image and product attributes. Journal of Retailing and Consumer Services, 11(4), 247–258.
   Google Scholar
• Soita, P.W. (2012). Measuring perceived service quality using SERVQUAL: A case study of the Uganda health and fitness sector. International Journal of Business and Social Science, 3(5), 261–271.
   Google Scholar
• Tifferet, S., & Herstein, R. (2010). The effect of individualism on private brand perception: A cross-cultural investigation. Journal of Consumer Marketing, 27(4), 313–323.
   Google Scholar
• Tsang, N.K., Lee, L.Y., Wong, A., & Chong, R. (2012). THEMEQUAL—Adapting the SERVQUAL scale to theme park services: A case of Hong Kong Disneyland. Journal of Travel & Tourism Marketing, 29(5), 416–429.
   Web of Science ®Google Scholar
• Vahie, A., & Paswan, A. (2006). Private label brand image: Its relationship with store image and national brand. International Journal of Retail & Distribution Management, 34(1), 67–84.
   Google Scholar
• Wakefield, K.L., & Blodgett, J.G. (1999). Customer response to intangible and tangible service factors. Psychology & Marketing, 16(1), 51–68.
   Web of Science ®Google Scholar
• Zeithaml, V.A., & Bitner, M.J. (Eds.). (1996). Service marketing. New York, NY: McGraw-Hill.
   Google Scholar
• Zeithaml, V.A., Parasuraman, A., & Berry, L.L. (1990). Delivering quality service: Balancing customer perceptions and expectations. London, England: Collier Macmillan.
   Google Scholar