Explore how Chinese consumers evaluate retail service quality and satisfaction

AmCham-China (2011) American business in China white paper. American Chamber of Commerce in the People’s Republic of China, Beijing, p 318

Armstrong JS, Overton TS (1977) Estimating non-response bias in mail surveys. J Mark Res 14(3):396–402

Baker JA, Grewal D, Parasuraman A (1994) The influence of store environment on quality inferences and store image. J Acad Mark Sci 22(4):328–339

Boshoff C, Terblanche N (1997) Measuring retail service quality: a replication study. S Afr J Bus Manag 28:123–128

Brown TJ, Churchill GA, Peter JP (1993) Improving the measurement of service quality. J Retail 69:127–139

Carman JM (1990) Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. J Retail 66:33–55

Cheung MFY, To WM (2011) Customer involvement and perceptions: the mediating role of customer co-production. J Retail Consum Serv 18(4):271–277

Choi S, Lehto XY, Morrison AM (2008) Segmenting Chinese visitors to Macau by information source variables. J Hosp Leis Mark 16(1–2):81–104

Cronin JJ Jr, Taylor SA (1992) Measuring service quality: a reexamination and extension. J Mark 56(3):55–68

Dabholkar PA, Thorpe DI, Rentz JO (1996) A measure of service quality for retail stores: scale development and validation. J Acad Mark Sci 24(1):3–16

Das A, Kumar V, Saha GC (2010) Retail service quality in context of CIS countries. Int J Qual Reliab Manag 27(6):658–683

Doran KB (2002) Lessons learned in cross-cultural research of Chinese and North American consumers. J Bus Res 55(10):823–829

DSEC (2011) Retail sales survey—4th quarter/2010. Macao Statistics and Census Service, Macao

Finn DW, Lamb CR Jr (1991) An evaluation of the SERVQUAL scales in a retailing setting. Adv Consum Res 18:483–490

Fionda AM, Moore CM (2009) The anatomy of the luxury fashion brand. J Brand Manag 16(5/6):347–363

Gagliano KB, Hathcote J (1994) Customer expectations and perceptions of service quality in apparel retailing. J Serv Mark 8(1):60–69

Gaur SS, Agrawal R (2006) Service quality measurement in retail store context: a review of advances made using SERVQUAL and RSQS. Mark Rev 6(4):317–330

Gremler DD, Gwinner KP (2000) Customer–employee rapport in service relationships. J Serv Res 3(1):82–104

Gronroos C (1982) Strategic management and marketing in service sector. Marketing Science Institute, Cambridge

Hair JF, Anderson RE, Tatham RL, Black WC (2006) Multivariate data analysis, 6th edn. Prentice Hall, Englewood Cliffs

Huang S, Hsu CHC (2005) Mainland Chinese residents’ perceptions and motivations of visiting Hong Kong: evidence from focus group interviews. Asia Pac J Tour Res 10(2):191–205

Hurst JL, Niehm LS, Littrell MA (2009) Retail service dynamics in a rural tourism community: implications for customer relationship management. Manag Serv Qual 19(5):511–540

Karatepe OM, Yavas U, Babakus E (2005) Measuring service quality of banks: scale development and validation. J Retail Consum Serv 12(5):373–383

Kim S, Jin B (2002) Validating the Retail Service Quality Scale for US and Korean customers of discount stores: an exploratory study. J Serv Mark 16(2/3):223–237

Kline RB (2005) Principles and practice of structural equation modeling, 2nd edn. Guilford Press, New York

Kumar M, Kee FT, Manshor AT (2009) Determining the relative importance of critical factors in delivering service quality of banks: an application of dominance analysis in SERVQUAL model. Manag Serv Qual 19(2):211–228

Ladhari R (2009) A review of twenty years of SERVQUAL research. Int J Qual Serv Sci 1(2):172–198

Lai LSL, To WM (2010) Importance-performance analysis for public management decision making: an empirical study of China’s Macao special administrative region. Manag Decis 48(2):277–295

Martinez JA, Martinez L (2010) Some insights on conceptualizing and measuring service quality. J Retail Consum Serv 17(1):29–42

Mehta SC, Lalwani AK, Han SL (2000) Service quality in retailing: relative efficiency of alternative measurement scale for different product–service environments. Int J Retail Distrib Manag 28(2):62–72

Nadiri H (2011) Customers’ zone of tolerance for retail stores. Serv Bus 5:113–137

Nunnally JC, Bernstein IH (1994) Psychometric theory, 3rd edn. McGraw-Hill, New York

Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. J Mark 49:41–50

Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64:12–40

Podsakoff PM, MacKenzie SB, Lee JY, Podsakoff NP (2003) Common method biases in behavioral research: a critical review of the literature and recommended remedies. J Appl Psychol 88(5):879–903

Raposo ML, Alves HM, Duarte PA (2009) Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index. Serv Bus 3:85–100

Schilke O, Reimann M, Thomas JS (2009) When does international marketing standardization matter to firm performance? J Int Mark 17(4):24–46

Siu NYM, Cheung JTH (2001) A measure of retail service quality. Mark Intell Plan 19(2):88–96

Theodosiou M, Leonidou CL (2003) Standardization versus adaptation of international marketing strategy: an integrative assessment of the empirical research. Int Bus Rev 12(2):141–171

Ueltschy LC, Krampf RF (2001) Cultural sensitivity to satisfaction and service quality measures. J Mark Theory Pract 9(3):12–31

U.S. Census Bureau (2008) Annual revision of monthly retail and food services: sales and inventories—January 1992 through March 2008. http://www.census.gov/mrts/www/annrev08.html . Assessed 15 May 2011

Ward P, Davies BJ, Kooijman D (2007) Olfaction and the retail environment: examining the influence of ambient scent. Serv Bus 1:295–316

Westbrook RA (1981) Sources of consumer satisfaction with retail outlets. J Retail 57(3):68–85

Wong A, Sohal A (2003) Service quality and customer loyalty perspectives on two levels of retail relationships. J Serv Mark 17(5):495–513

Yeap JAL, Ramayah T (2011) Validation of the RSQS in apparel specialty stores. Meas Bus Excel 15(3):16–33

Zhao X, Bai C, Hui YV (2002) An empirical assessment and application of SERVQUAL in a mainland Chinese department store. Total Qual Manag 13(2):241–254

Zou S, Andrus DM, Norvell W (1997) Standardization of international marketing strategy by firms from a developing country. Int Mark Rev 14(2):107–123