Abstract: The objective of this study is to improve the conceptualization of service quality, which serves as a sub-dimension of perceived quality and to explore the causal relationships between the dimensions of consumer-based brand equity in the service shop. Exploratory factor analysis were used to identify the dimensions of service quality. A total of 602 self-administrated questionnaires were distributed via non-probability sampling to test the proposed structural model. This study showed that the dimensions of service quality in the service shop were comprised of tangibles, responsiveness, empathy, assurance, recovery, and knowledge. The causal effects of service quality are significantly greater than product cues in formatting favorable consumer response towards the brand. Future study should include simultaneous examination of the four service quadrants as classified by Schmenner’s (1986), and investigates the universal dimensional of consumer-based brand equity in service industry by typology-specific. This study facilitates service managers in identifying which relevant dimensions of service quality to be improved in order to contribute to favorable results in brand awareness, brand image, and brand loyalty, rather than solely focus on product cues. The major contribution of the study is that it provides imperative insight into the development of consumer-based brand equity in the service industry that based on typology-specific.
Authors: Teck Ming Tan, Tze Wei Liew, William Lee, Michelle Bee Fang Ong, Su-Mae Tan
Source: International Journal of Marketing Studies
Tan, T. M., Liew, T. W., William, L., Michelle, O. B. F., Tan, S.-M. (2012). Consumer-based Brand Equity in the Service Shop. International Journal of Marketing Studies, Vol. 4 No. 4, pp. 60-77
Full-text Article: Consumer-based Brand Equity in the Service Shop_F
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