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Retail service excellence: antecedents and consequences

Panchapakesan Padma (School of Hospitality, Tourism and Events, Taylor’s University, Subang Jaya, Malaysia)
Urs Wagenseil (Institute of Tourism, Lucerne University of Applied Sciences and Arts, Lucerne, Switzerland)

International Journal of Retail & Distribution Management

ISSN: 0959-0552

Article publication date: 18 May 2018

Issue publication date: 24 May 2018

2184

Abstract

Purpose

The purpose of this paper is to develop a model of antecedents and consequences of service excellence (SE) in the retail industry.

Design/methodology/approach

Based on an extensive literature review, this paper has come up with the definition of potential antecedents and their consequences for SE in the retail service.

Findings

While the seven factors, service leadership, service culture, quality management and business excellence, service innovation, customer engagement, service brand image and service encounters have been proposed as antecedents of SE in retail service, employee loyalty, employee pride, customer delight, customer commitment and brand love, have been identified as consequences.

Research limitations/implications

A major limitation of the study is that the developed model is not empirically validated.

Practical implications

The current research asserts that leadership in service firms has to build a professional service culture system in order to achieve business/competition advantages of SE.

Social implications

This paper has emphasised that businesses cannot only act with the perspective of gaining short-term profit on every customer transaction. Customers have to be valued and firms have to focus on building long-term relationships with their customers.

Originality/value

This study has extended the research on SE by developing a new model with possible antecedents and outcomes in the retail context.

Keywords

Citation

Padma, P. and Wagenseil, U. (2018), "Retail service excellence: antecedents and consequences", International Journal of Retail & Distribution Management, Vol. 46 No. 5, pp. 422-441. https://doi.org/10.1108/IJRDM-09-2017-0189

Publisher

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Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited

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