Journal of the Academy of Marketing Science

, Volume 22, Issue 4, pp 328–339 | Cite as

The influence of store environment on quality inferences and store image

  • Julie Baker
  • Dhruv Grewal
  • A. Parasuraman


The study reported here examines how combinations of specific elements in the retail store environment influence consumers’ inferences about merchandise and service quality and discusses the extent to which these inferences mediate the influence of the store environment on store image. Results show that ambient and social elements in the store environment provide cues that consumers use for their quality inferences. In addition, store environment, merchandise quality, and service quality were posited to be antecedents of store image—with the latter two serving as mediators—rather than components of store image (as they are typically treated in the store image literature). Theoretical and managerial implications of the findings are discussed, and future research directions are proposed.


Service Quality Consumer Research Store Image High Service Quality American Market Association 
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Copyright information

© Academy of Marketing Science 1994

Authors and Affiliations

  • Julie Baker
    • 1
  • Dhruv Grewal
    • 2
  • A. Parasuraman
    • 2
  1. 1.the University of Texas at ArlingtonUSA
  2. 2.the University of MiamiUSA

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