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Abstract

This paper identifies and compares the underlying dimensions of two types of retail stores. The dimensions and a situational variable are then used to explain retail satisfaction. The retail dimensions were similar across type of store and consistent with previous research. Contrary to some previous retail satisfaction research, however, dimension satisfaction was a poor predictor of store satisfaction. The situational variable (stockout) entered the stepwise multiple regressions first and explained the most variance in retail satisfaction for both retail types. This finding is consistent with the generally accepted Oliver product satisfaction model. Retail satisfaction conceptualization and measurement issues are discussed in light of the findings.

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Unger, L.S., Stearns, J.M., Lesser, J.A. (2015). Sources of Consumer Satisfaction with Retail Outlets: Issues and Evidence. In: Rogers III, J., Lamb, Jr., C. (eds) Proceedings of the 1983 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-16937-8_7

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