31
192 References

References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

  • Upload
    doxuyen

  • View
    216

  • Download
    2

Embed Size (px)

Citation preview

Page 1: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

192

References

Page 2: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

193

1. Anderson , J.C. and D.W. Gerbing. "Structural Equation Modeling in Practice:

A Review and Recommended Two-Step Approach." Psychological Bulletin

103.3 (1988): 411-423.

2. Anderson, E.W. and M.W. Sullivan. "The Antecedents and Consequences of

Customer Satisfaction for Firms." Marketing Science 12.2 (1993): 125-143.

3. Anderson, E.W., C. Fornell and D.R. Lehmann. "Customer Satisfaction,

Market Share and Profitability: Findings from Sweden." Journal of Marketing

58 (1994): 53-66.

4. Anderson, P. "Personality, Perception and Emotional-State Factors in

Approach-Avoidance Behaviour in the Store Environment." American

Marketing Association Educators' Proceedings. 1986.

5. Ang, S.H., S.M. Leong and J. Lim. "The Mediating Influence of Pleasure and

Arousal on Layout and Signage Effects: Comparing More and Less

Customized Retail Services." Journal of Retailing and Consumer Services 4.1

(1997): 13-24.

6. Areni, C.S. and D. Kim. "The Influence of Background Music on Shopping

Behaviour: Classical vs Top Forty Music in a Wine Store." Advances in

Consumer Research 20 (1993): 336-340.

7. . "The Influence of In-store Lighting on Consumers' Examination of

Merchandise in a Wine Store." International Journal of Research in Marketing

11 (1994): 117-125.

Page 3: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

194

8. . "The Influence of In-store Lighting on Consumers' Examination of

Merchandise in a Wine Store." International Journal of Research in Marketing

11.2 (1994): 117-125.

9. Arnold , M.J., et al. "Customer Delight in a Retail Context: Investigating

Delightful and Terrible Shopping Experience." Journal of Business Research

58.8 (2005): 1132-1145.

10. Athanassopoulos, A.D. "Customer Satisfaction Cues to Support Market

Segmentation and Explain Switching Behavior." Journal of Business Research

47.3 (2000): 191-207.

11. Babin, B.J. and J.S. Attaway. "Atmospheric Effect as a Tool for Creating

Value and Gaining Share of Customer." Journal of Business Research 49

(2000): 91-99.

12. Babin, B.J. and W.R. Darden. "Good and Bad Shopping Vibes: Spending and

Patronage Satisfaction." Journal of Business Research 35.3 (1996): 201-206.

13. Babin, B.J., D.M. Hardesty and T.A. Suter. "Color and Shopping Intentions:

The Intervening Effect of Price Fairness and Perceived Affect." Journal of

Business Research 56.7 (2003): 541-551.

14. Bagozzi, R.P. and Y. Yi. "On the Evaluation of Structural Equation Models."

Journal of the Academy of Marketing Science 16.1 (1988): 74-94.

15. Bagozzi, R.P., G. Mahesh and P.U. Nyer. "The Role of Emotions in

Marketing." Journal of the Academy of Marketing Science 27.2 (1999): 184-

206.

Page 4: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

195

16. Baker, J. "Examining the Informational Value of Store Environments."

Servicescapes: The Concept of Place in Contemparory Markets. Ed. John F.

Sherry. Chicago: NTC Business Books, 1998. 55-80.

17. Baker, J., D. Grewal and A. Parasuraman. "The Influence of Store

Environment on Quality Inferences and Store Image." Journal of the Academy

of Marketing Science 22.4 (1994): 328-339.

18. Baker, J., et al. "The Influence of Multiple Store Environment cues on

Perceived Merchandise Value and Patronage Intentions." Journal of Marketing

66 (2002): 120-141.

19. Baker, J., M. Levy and D. Grewal. "An Experimantal Approach to Making

Retail Environmetal Decisions." Journal of Retailing 68.4 (1992): 445-460.

20. Bawa, Kapil, Jane t. Landwehr and Aradhna Krishna. "Consumer Response to

Retailers' Marketing Environments: Analysis of Coffee Purchase Data."

Journal of Retailing 65.4 (1989): 471-495.

21. Bei, L.T. and Y.C. Chiao. "An Integrated Model for the Effects of Perceived

Product, Perceived Service Quality and Perceived Price Fairness on Consumer

Satisfaction and Loyalty." Journal of Consumer Satisfaction, Dissatisfaction

and Complaining Behaviour 14 (2001): 125-140.

22. Bellizzi, J.A., A.E. Crowley and R.W. Hasty. "The Effects of Color in Store

Design." Journal of Retailing 59.1 (1983): 21-25.

23. Ben-Shabat, Hana, Mike Moriarty and Deepa Neary. "Retail Global

Expansion: A Portfolio of Opportunities." 2011.

Page 5: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

196

24. Bentler, P.M. "Comparative Fit Indexes in Structural Models." Psychological

Bulletin 107.2 (1990): 238-246.

25. Berman, Barry and Joel R. Evans. Retail Management: A Strategic Approach.

6. Prentice-Hall, 1995.

26. Bettman, James. An Information Processing Theory of Consumer Choice.

Addison-Wesley Publishing Co., 1979.

27. Beverland, M., et al. "In-store Music and Consumer-Brand Relationships:

Relational Transformation Following Experiences of (Mis)Fit." Journal of

Business Research 59 (2006): 982-989.

28. Bitner , M.J. "Servicescapes: The Impact of Physical Surroundings on

Customers and Employees." Journal of Marketing 56 (1992): 57-71.

29. Bitner, M.J. "Evaluating Service Encounters: The Effects of Physical

Surroundings and Employee Responses." Journal of Marketing 54.2 (1990):

69-82.

30. Bitner, M.J., B.H. Booms and L.A. Mohr. "Critical Service Encounters: The

Employees Viewpoint." Journal of Marketing 58 (1994): 95-106.

31. Bitner, Mary J. "Consumer Responses to the Physical Environment in Service

Setting." Creativity in Service Marketing. Ed. M. Venkatesan, Diane M.

Schmalensee and Claudia Marshall. Chicago: American Marketing

Association, 1986. 89-93.

32. Blackwell, R.D., P.W. Miniard and J.F. Engel. Consumer Behavior. 9.

Hartcourt College Publishers, 2001.

Page 6: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

197

33. Bloemer, J. and G. Odekerken-Schroder. "Store Satisfaction and Store Loyalty

Explained by Customer- and Store-Related Factors." Journal of Customer

Satisfaction, Dissatisfaction and Complaining Behavior 15 (2002): 68-80.

34. Bloemer, J. and Ko de Ruyter. "On the Relationship Between Store Image,

Store Satisfaction and Store Loyalty." European Journal of Marketing 32.5/6

(1998): 499-513.

35. Bolton, R.N. and K.N. Lemon. "A Dynamic Modeling of Customers' Usage of

Services: Usage as an Antecedent and Consequence of Satisfaction." Journal

of Marketing Research 36 (1999): 171-186.

36. Bone, P. and P.S. Ellen. "Scents in the Marketplace: Explaining the Fraction

of Olfaction." Journal of Retailing 75 (1999): 243-262.

37. Boulding, W., et al. "A Dynamic Process Model of Service Quality: From

Expectations to Behavioral Intentions." Journal of Marketing Research 30

(1993): 7-27.

38. Bourdeau, B. A New Examination of Service Loyalty: Identification of

Antecedents and Outcomes of an Additional Loyalty Framework. Ph.D.

Thesis. Florida State University. Florida, 2006.

39. Boyce, P.R., et al. "Quantifying the Effects of Good Lighting: The Green Hills

Farms Project." Proceedings of the IES Annual Conference. New York:

Illuminating Engineering Society of North America, 1996.

40. Bridson, K., J. Evans and M. Hickman. "Assessing the Relationship Between

Loyalty Program Attributes, Store Satisfaction and Store Loyalty." Journal of

Retailing and ConsumerServices 15 (2008): 364-374.

Page 7: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

198

41. Brukes, M., V.A. Zeithaml and G. Naylor. "Price and Brand Name as

Indicators of Quality Dimensions for Consumer Durables." Journal of

Academy of Marketing Science 28.3 (2000): 359-374.

42. Budisantoso, T. and K. Mizerski. "Shopping Motivation, Optimum

Stimulation Level, The Perception of Store Atmosphere and Store Patronage

Satisfaction: A Case of Indonesia." ANZMAC 2005: Broadening the

Boundaries. Fremantle, Western Australia: ANZMAC, 2005. 18-24.

43. Burke, Raymond R. "Behavioral Effects of Digital Signage." Journal of

Advertising Research (2009): 180-185.

44. Byrne, B.M. Structural Equation Modeling with AMOS: Basic Concepts,

Applications and Programming. 1. Taylor and Francis, 2001.

45. Cardozo, Richard M. "An Experimental Study of Customer Effort,

Expectation and Satisfaction." Journal of Marketing Research 2 (1965): 244-

249.

46. Carman, J.M. "Consumer Perceptions of Service Quality: An Assessment of

the SERVQUAL Dimensions." Journal of Retailing 66.1 (1990): 33-55.

47. Caro, M.L. and Martinez J.A. Garcia. "Cognitive-Affective Model of

Consumer Satisfaction: An Exploratory Study within the Framework of a

Sporting Event." Journal of Business Research 60 (2007): 108-114.

48. Caruana, A. "Service Loyalty: The Effects of Service Quality and the

Mediating Role of Customer Satisfaction." European Journal of Marketing

36.6/7 (2002): 811-828.

Page 8: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

199

49. Castle Consulting India. "Retail Site Selecttion Geo-Report." 2010.

50. Census of India. Provisional Population Totals Paper 1 of 2011 India. Office

of the Registrar General and Census Commissioner, India, 2011.

51. Chaudhuri, A. and M.B. Holbrook. "The Chain Effects from Brand Trust and

Brand Affect to Brand Performance: The Role of Brand Loyalty." Journal of

Marketing 65 (2001): 81-93.

52. Chebat, J.C. and R. Michon. "Impact of Ambient Odors on Mall Shoppers'

Emotions, Cognition and Spending: A Test of Competitive Causal Theories ."

Journal of Business Research 56 (2003): 529-539.

53. Chebat, Jean-Charles and W. Slusarczyk. "How Emotions Mediate the Effects

of Perceived Justice on Loyalty in Service Recovery Situations: An Empirical

Study." Journal of Business Research 58 (2005): 664-673.

54. Chebat, Jean-Charles, C.G. Chebat and D. Vaillant. "Environmental

Background Music and In-store Selling." Journal of Business Research 54

(2001): 115-123.

55. Chen, L.J., A. Gupta and W. Rom. "A Study of Price and Quality in Service

Operations." International Journal of Service Industry Management 5 (1994):

23-34.

56. Chevalier, M. "Increase in Sales Due to In-Store Display." Journal of

Marketing Research 12 (1975): 426-431.

57. Chitturi, R., R. Rajagopal and V. Mahajan. "Delight by Design: The Role of

Hedonic versus Utilitarian Benefits." Journal of Marketing 72 (2008): 48-63.

Page 9: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

200

58. Churchill, Gilbert A. Jr. and Carol Surprenant. "An Investigation into the

Determinants of Customer Satisfaction." Journal of Marketing Research 19

(1982): 491-504.

59. Clemes, M.D., et al. "An Empirical Analysis of Customer Satisfaction in

International Air Travel." Innovative Marketing 4.2 (2008): 49-62.

60. Clottey, T.A., D.A. Collier and M. Stodnick. "Drivers of Customer Loyalty in

a Retail Store Environment." Journal of Service Science 1.1 (2008): 35-48.

61. Cronbach, L.J. "Coefficient Alpha and the Internal Structure of Tests."

Psychometrika 16 (1951): 297-334.

62. Cronin, J.J. and S.A. Taylor. "Measuring Service Quality: A Reexamination

and Extention." Journal of Marketing 56 (1992): 55-58.

63. Cronin, J.J. Jr., M.K. Brady and G.T.M Hult. "Assessing the Effects of

Quality, Value and Customer Satisfaction on Consumer Behavior Intentions in

Service Environments ." Journal of Retailing 76.2 (2000): 193-218.

64. Cunningham, R.M. "Brand Loyalty: What, Where, How Much." Harvard

Business Review 39 (1956): 116-138.

65. . "Customer Loyalty to Store and Brand." Harvard Business Review 39

(1961): 127-139.

66. Cushman & Wakefield. "Retailng Reality: The Way Ahead for India's Retail

business." 2010.

67. Cuttle, C. and H. Bradston. "Evaluation of Retail Lighting." Journal of

Illuminating Engineering Society 24.2 (1995): 33-49.

Page 10: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

201

68. Cygnus Business Consulting and Research Pvt. Ltd. Quarterly Performance

Analysis of Companies (July-September 2010). Hyderabad, 2010.

69. Dai, B. The Impact of Perceived Price Fairness of Dynamic Pricing on

Customer Satisfaction and Behavioural Intentions: The Moderating Role of

Customer Loyalty. Dessertation. Auburn University. Auburn, 2010.

70. D'Astous, A. "Irritating Aspects of the Shopping Environment." Journal of

Business Research 49 (2000): 149-156.

71. Dawson, S., P.H. Bloch and N.M. Ridgway. "Shopping Motives, Emotional

States and Retail Outcomes." Journal of Retailing 66.4 (1990): 408-416.

72. Day, G.S. "A Two-Dimensional Concept of Brand Loyalty." Journal of

Advertising Research 9.3 (1969): 29-35.

73. de Wulf, K. and G. Odekerken-Schroder. "Assessing the Impact of a Retailer's

Relationship Efforts on Consumers' Attitudes and Behavior." Journal of

Retailing and Consumer Services 10 (2003): 95-108.

74. DeCoster, J. Overview of Factor Analysis. 1 August 1998.

75. Deloitte Touche Tohmatsu Ltd. "Global Powers of Retailing 2011." 2011.

76. . "Indian Retail Market: Changing with the Changing Times." 2010.

77. Dennis, D., R. Michon and A. Newman. "New Kid on the Block: The Impact

of Digital Signage as a Retail Atmospheric Tool." Academy of Marketing

Science. Vancouver, 2008.

Page 11: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

202

78. Dodds, W.B., K.B. Monroe and D. Grewal. "The Effect of Price Information

on Product Evaluations." Advances in Consumer Research. Ed. E. Hirschman

and M.B. Holbrook. 1991. 85-90.

79. Donovan, R.J. and J.R. Rossiter. "Store Atmosphere: An Environmental

Psychology Approach." Journal of Retailing 58.1 (1982): 34-57.

80. Donovan, R.J., et al. "Store Atmosphere and Purchasing Behaviour." Journal

of Retailing 70.3 (1994): 283-294.

81. Du Plessis, P.J., G.G. Rousseau and N.H. Blem. Consumer Behaviour: A

South African Perspective. Pretoria: Sigma, 1991.

82. Economist intelligent Unit. "India: Consumer Goods and Retail Report." 2008.

83. Ennew, C.T. and M.R. Bink. "Impact of Participative Service Relationships on

Quality, Satisfaction and Retention: An Exploratory Study." Journal of

Business Research 46 (1999): 121-132.

84. Erasmus, A.C., E Boshoff and G.G. Rousseau. "Consumer Decision-making

models within the Discipline of Consumer Science: A Critical Approach."

Journal of Family Ecology and Consumer Sciences 29 (2001): 82-90.

85. Ercis, A., S. Unal and M.K. Yilmaz. "Determination of the Factors Affecting

Supermarket Loyalty: A Case Study of Erzurum, Turkey." Taiwan Journal of

Applied Economics 88 (2011): 167-200.

86. Ernst & Young Pvt. Ltd. "Retail Presentation." IBEF, November 2010.

87. Euromonitor International. "Country Market Insight: Retailing - India."

January 2010.

Page 12: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

203

88. . "Retailing - India." Industry Overview. 2011.

89. Everett, P.B., R.G.M. Pieters and P.A. Titus. "The Consumer-Environment

Interaction." International Journal of Research in Marketing 11 (1994): 97-

105.

90. Fleischer, S., H. Krueger and C. Schierz. "Effect of Brightness Distribution

and Light Colors on Office Staff, Results of the 'Lighting Harmony Project'."

Proceedings of Lux Europa 2001. Reykjavik, Iceland, 2001.

91. Fornell , C. and D.F. Larcker. "Evaluating Structural Equation Models with

Unobservable Variables and Measurement Error." Journal of Marketing

Research 18.1 (1981): 39-50.

92. Fornell, C. "A National Customer Satisfaction Barometer: The Swedish

Experience." Journal of Marketing 56.1 (1992): 6-21.

93. Fornell, C., et al. "The American Customer Satisfaction Index: Description,

Findings and Implications." Journal of Marketing 60 (1996): 7-18.

94. Foxall, G.R. Consumer Choice. London: MacMillan, 1983.

95. Freyssinier, J.P., et al. "Reducing Lighting Energy Use in Retail Display

Windows." Sixth International Conference on Solid State Lighting,

Proceedings of SPIE. Society of Photo-Optical Instrumentation Engineers,

2006.

96. Fullerton, G. "The Service Quality-Loyalty Relationship in Retail Services:

Does Commitment Matter? ." Journal of Retailing and Consumer Services

12.2 (2005).

Page 13: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

204

97. Garson, G.D. Structural Equation Modeling: Statnotes. 2010. 27 November

2011 <http://faculty.chass.ncsu.edu/garson/PA765/structur.htm>.

98. . Testing of Assumptions. 16 December 2011. 16 January 2012

<http://faculty.chass.ncsu.edu/garson/PA765/assumpt.htm#normal>.

99. Gilbert, D.C. and N. Jackaria. "The Efficiency of Sales Promotions in U.K.

Supermarkets: A Consumer View." International Journal of Retail and

Distribution Management 30 (2002): 315-332.

100. Gilboa, S. and A. Rafaeli. "Store environment, emotions and approach

behaviour: Applying Environmental Aesthetics to Retailing." The

International Review of Retail, Distribution and Consumer Research 13.2

(2003): 195-211.

101. Gildenberg, Bryan. "The 5 Shares: Kantar Retail's Guide to Retailer/Supplier

Strategy for the Next Five Years." 2011.

102. Gobe, M. "Visceral Merchandising." Visual Merchandising and Store Design

December 1990: 16-18.

103. Golden, L.L. and M.R. Zimmer. "Relationships Between Affect, Patronage

Frequency and Amount of Money Spent with a Comment on Affect Scaling

and Measurement." Advances in Consumer Research 13.1 (1986): 53-57.

104. Greenland, S.J. and P.J. McGoldrick. "Measuring the atmospheric impact on

customers." Working Paper. 2004.

Page 14: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

205

105. Grewal, D. and J. Baker. "Do Retail Store Environmental Factors Affect

Consumers' Price Acceptability? An Empirical Examination." International

Journal of Research in Marketing 11.2 (1994): 107-115.

106. Grewal, D., et al. "Retail Success and Key Drivers." Retailing in the 21st

Century: Current and Future Trends. Ed. Manfred Krafft and Murali K.

Mantrala. Berlin: Springer, 2006. 13-26.

107. . "The Effects of Wait Expectations and Store Atmosphere Evaluations on

Patronage Intentions in Service-Intensive Retail Stores." Journal of Retailing

79.4 (2003): 259-268.

108. Gupta, R., P. Kumar and R. Bhatiani. "A Financial Deep Dive intp India's

Retail Sector ." 2009.

109. Gupta, R., R. Bhatiani and P. Gupta. "An Overview of India's Consumer and

Retail Sectors." 2010.

110. Hair, J.F., et al. Multivariate Data Analysis. 5. New Jersey: Prentice Hall

International Inc., 1998.

111. Hansen, T. and H. S. Solgaard. New Perspectives on Retailing and Store

Patronage Behavior: A Study of the Interface Between Retailers and

Consumers. Boston: Kluwer Academic Publishers, 2004.

112. Hansen, Torben and Hans Stubbe Solgaard. New Perspecctives on Retailing

and Store Patronage Behavior: A Study of the Interface Between Retailers and

Consumers. Boston: Kluwer Academic Publishers, 2004.

Page 15: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

206

113. Hirsch, A.R. "Effects of Ambient Odors on Slot-Machine Usage in a Los

Vegas Casino." Psychology and Marketing 12 (1995): 585-594.

114. Houser, K. and D. Tiller. "Measuring the Subjective Response to Interior

Lighting: Paired Comparisons and Semantic Differential Scaling." Lighting

Research and Technology 35 (2003): 183-198.

115. Howard, John A. and Jagdish N. Sheth. The Theory of Buyer Behaviour. New

York: Wiley, 1969.

116. Hunt, H. Keith. "Consumer Satisfaction, Dissatisfaction and Complaining

Behavior." The Journal of Social Issues 47.1 (1991): 107-117.

117. IBEF. "Retail." December 2011. www.ibef.org. 26 January 2012

<http://www.ibef.org/industry/Retail.aspx>.

118. Images Group. India Retail Report. New Delhi, 2011.

119. IMAP Inc. "IMAP's Retail Industry Global Report." 2010.

120. Inman, J., L. McAlister and W.D. Hoyer. "Promotion Signal: Proxy of a Price

Cut?" Journal of Consumer Research 17 (1990): 74-81.

121. International Monetary Fund. World Economic Outlook:Tensions from the

Two-Speed Recovery. Washington, 2011.

122. Jacob, C. "Styles of Background Music and Consumption in Bar."

International Journal of Hospitality Management 25 (2006): 716-720.

123. Jacoby, J.W. and R.W. Chestnut. Brand Loyalty Measurement and

Management. New York: Wiley, 1978.

Page 16: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

207

124. Jensen, J.B. and R.E. Markland. "Improving The Application of Quality

Conformation Tools in Service Firms." Journal of Service Marketing 10.1

(1996): 25-55.

125. Jiang, P. and B. Rosenbloom. "Customer Intention to Return Online: Price

Perception, Attribute-level Performance and Satisfaction Unfolding Over

Time." European Journal of Marketing 39.1/2 (2005): 150-174.

126. Jing, Zeng. Effects of Background Musi, Voice Cues, Earcons and Gender on

Psychological Ratings and Heart Rates During Product Selection on a Gift and

a Mobile Phone Web Stores. Thesis. The Hong Kong University of Science

and Technology. Hong Kong, 2002.

127. Joseph, M., et al. "Impact of Organized Retailing on the Unorganized

Retailing." 2008.

128. Joshi, P. "Television Homeshopping & the consumer: Where's the Rule

Book." Business Standard 28 February 2011.

129. LISREL 7 User's Reference Guide. Chicago:

SPSS Publications, 1989.

130. . Structural Equation Modeling with the SIMPLIS Command Language.

Chicago: Scientific Software, 1993.

131. Kaltcheva, V.D. and B.A. Weitz. "When Should a Retailer Create an Exciting

Store Environment." Journal of Marketing 70 (2006): 107-118.

132. Keaveney, S.M. "Customer Behavior in Services Industries: An Exploratory

Study." Journal of Marketing 59.2 (1995): 71-82.

Page 17: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

208

133. Keiningham, Timothy L., Tiffany Perkins Munn and Heather Evans. "The

Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business

Environment." Journal of Service Research 6.1 (2003): 37-50.

134. Knight Frank. "India Organised Retail Market: Diagnosis and Outlook." 2010.

135. Kohli, R. and J. Bhagwati. "Organized Retailing in India: Issues and Outlook."

Columbia-NCAER Conference on Trade, Poverty, Inequality and Democracy.

New Delhi, 2011.

136. Koo, D. "Inter-relationships among Store Images, Store Satisfaction and Store

Loyalty among Korea Discount Retail Patrons." Asia Pacific Journal of

Marketing and Logistics 15.4 (2003).

137. Kotler, P.R. "Atmospherics as a Marketing Tool." Journal of Retailing 49.4

(1973): 48-64.

138. Kuller, R., et al. "The Impact of Light and Color on Psychological Mood: A

Cross-Cultural Study of Indoor Work Environment." Ergonomics 49 (2006):

1496-1507.

139. Kumar, A. The Effect of Store Environment on Consumer Evaluations and

Behavior Toward Single-brand Apparel Retailers. Ph.D. Dessertation. The

University of Tennessee. Knoxville, 2010.

140. . The Effect of Store Environment on Consumer Evaluations and Behaviour

Toward Single-Brand Apparel Retailers. Doctoral Dessertations. University of

Tennessee. Knoxville, 2010.

Page 18: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

209

141. Lee, D.Y. "The Effects of Product Quality and Service Quality on Consumer

Satisfaction and Loyalty - A Study of Gas Station." Master Thesis. National

Cheng Chi University, Taiwan, 1998.

142. . The Effects of Product Quality and Service Quality on Customer

Satisfaction and Loyalty - A Study of Gas Station. Master Thesis. National

Cheng Chi University. Taiwan, 1998.

143. Lee, H., Y. Lee and D. Yoo. "The Determinants of Perceived Service Quality

and its Relationship with Satisfaction." Journal of Services Marketing 14

(2000): 217-231.

144. Levy, M., B. A. Weitz and A. Pandit. Retailing Management. 6. New Delhi:

Tata McGraw-Hill, 2008.

145. Levy, Michael and Barton A. Weitz. Retailing Management. 5. New Delhi:

Tata McGraw-Hill, 2003.

146. Liljander, V. and T. Strandvik. "Emotions in Service Satisfaction."

International Journal of Service Industry Management 8.2 (1997): 148-169.

147. Lindquist, J.D. and M.J. Sirgy. Shopper, Buyer and Consumer Behavior. 2.

New Delhi: Biztantra, 2003.

148. Llusar, J.C.B., C.C. Zornoza and A.B.E. Tena. "Measuring the Relationship

Between Firm Perceived Quality and Customer Satisfaction and its Influence

on Purchase Intentions." Total Quality Management 12.6 (2001): 719-734.

149. Lohchab, V., G. Kakkad and B. Mehta. "Retail - Sector Report." 2011.

Page 19: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

210

150. Lopez, M.J. Retail Store Planning and Design Manual. New York: Wiley,

1995.

151. Lorenzo-Romero, C., M. Gomez-Borja and A. Molla-Descals. "Effects of

Utilitarian and Hedonic Atmospheric Dimensions on Consumer Responses in

an Online Shopping Environment." African Journal of Business Management

5.21 (2011): 8649-8667.

152. Luo, X. and C. Homburg. "Neglected Outcomes of Customer Satisfaction."

Journal of Marketing 71 (2007): 133-149.

153. Luo, X. and C.B. Bhattacharya. "Corporate Social Responsibility, Customer

Satisfaction, Market Value." Journal of Marketing 70 (2006): 1-18.

154. Machleit, K.A. and S.A. Eroglu. "Describing and Measuring Emotional

Response to Shopping Experience." Journal of Business Research 49 (2000):

101-111.

155. Machleit, K.A. and S.P. Mantel. "Emotional Response and Shopping

Satisfaction; Moderating Effects of Shopper Attributions." Journal of Business

Research 54 (2001): 97-106.

156. Machleit, K.A., T. Meyer and S.A. Eroglu. "Evaluating the Nature of Hassles

and Uplifts in the Retail Shopping Context." Journal of Business Research

58.5 (2005): 655-663.

157. Malhotra, A., V. Agarwalla and S. Choudry. FMCG Roadmap to 2020: The

Game Changers. Chandigarh: Confederation of Indian Industry, 2010.

158. Marsh, H. "Pop Stars of the Retail World." Marketing (1999): 20-32.

Page 20: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

211

159. Maslow, A.H. and N.L. Mintz. "Effects of Esthetic Surroundings: Initial

-

The Journal of Psychology 41 (1956): 247-254.

160. Mattila, A. S. and J. Wirtz. "Congruency of Scent and Music as a Driver of In-

store Evaluations and Behavior." Journal of Retailing 77 (2001): 273-289.

161. Mattila, A.S. and J. Wirtz. "The Role of Pre-Consumption Affect in Post-

Purchase Evaluation of Services." Psychology and Marketing 17.7 (2000):

587-605.

162. McCloughan, C., P. Aspinall and R. Webb. "The Impact of Lighting on

Mood." Lighting Research and Technology 31 (1999): 81-88.

163. McGoldrick, P. Retail Marketing. McGraw-Hill, 1990.

164. McGoldrick, P.J. and S.L. Ho. "International Positioning: Japanese

Department Stores in Hong Kong." European Journal of Marketing 26.8/9

(1992): 61-73.

165. McKinsey Global Institute. "India's Urban Awakening: Building Inclusive

Cities, Sustaining Economic Growth." 2010.

166. . "MGI India Report - Retail Sector." 2003.

167. Mehrabian, A. and J.A. Russell. An Approach to Environmental Psychology.

Cambridge, Massachusets: MIT Press, 1974.

168. Milliman, R.E. "The Influence of Background Music on the Behaviour of

Restaurant Patrons." Journal of Consumer Research 13 (1986): 286-289.

Page 21: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

212

169. . "Using Background Music to Affect the Behaviour of Supermarket

Shoppers." Journal of Marketing 46 (1982): 86-91.

170. Ministry of Finance. "State of the Economy and Prospects." Economic Survey

2010-11. 2011.

171. Mitchell, D.C., B.E. Kahn and S.C. Knasko. "There's Something in the Air:

Effects of Ambient Odoron Consumer Decision Making." Journal of

Consumer Research 22 (1995): 229-238.

172. Mittal , V., W. Ross and P. Baldasare. "The Asymmetric Impact of Negative

and Positive Attitude-level Performance on Overall Satisfaction and

Repurchase Intention." Journal of Marketing 62 (1994): 33-47.

173. Mittal, V. and W. Kamakura. "Satisfaction, Repurchase Intent, Repurchase

Behaviour: Investigating the Moderating Effect of Customer Characteristics."

Journal of Marketing Research 38 (2001): 131-142.

174. Monroe, K.B. and R. Krishman. "The Effects of Price on Subjective Product

Evaluations." Perceived Quality. Ed. J. Jacoby and J. Olson. Lexington:

Lexington Books, 1985. 209-232.

175. Montgomery, C. and J.H. Barnes. "POSTDIS:A Short Rating Scale for

Measuring Post Purchase Dissonance." Journal of Consumer Satisfaction,

Dissatisfaction and Complaining Behavior 6 (1993): 204-216.

176. Moore, M. and J. Carpenter. "The Effect of Price as a Marketplace Cue on

Retail Patronage." Journal of Product and Brand Management 15 (2006): 265-

271.

Page 22: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

213

177. Morrin, M. and S. Ratneshwar. "Does it Make Sense to use Scents to Enhance

Brand Memory." Journal of Marketing Research 40 (2003): 10-25.

178. Mukherjee, A., et al. Impact of the Retail FDI Policy on Indian Consumers

and the Way Forward. New Delhi: ICRIER, 2011.

179. Nangia, S. "Rural Retail: To Touch $25 bn by 2020." Business Today

December 2010.

180. Naqvi, B.I. and M. Tiwari. "New Found Optimism in the Retail Sector: Trends

for 2010." 2010.

181. Nevin, J.R. and M.J. Houston. "Image as a Component of Attraction to Intra-

Urban Shopping Area." Journal of Retailing 56.1 (1980): 77-93.

182. Nyer, P.U. "A Study of the Relationships Between Cognitive Appraisals and

Consumption Emotion." Journal of the Academy of Marketing Science 25

(1997): 296-304.

183. Oliver, R.L. "A Cognitive Model of the Antecedents and Consequences of

Satisfaction Decisions." Journal of Marketing Research 17 (1980): 460-469.

184. Oliver, R.L. and W.S. DeSarbo. "Response Determination in Satisfaction

Judgements." Journal of Consumer Research 10 (1988): 250-255.

185. Oliver, R.L. "Cognitive, Affective and Attribute Bases of the Satisfaction

Response." Journal of Consumer Research 20.3 (1993): 418-430.

186. . "Measurement and Evaluation of Satisfaction Process in Retail Settings."

Journal of Retailing 57 (1981): 25-46.

Page 23: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

214

187. . "Processing of the Satisfaction Response in Consumption: A Suggested

Framework and Research Propositions." Journal of Consumer

Satisfaction/Dissatisfaction and Complaining Behaviour 2 (1989): 1-16.

188. . Satisfaction: A Behavioral Perspective on the Consumer. New York:

McGraw-Hill, 1997.

189. Olsen, S.O. "Comparative Evaluation and the Relationship Between Quality,

Satisfaction and Repurchase Loyalty." Journal of the Academy of Marketing

Science 30.3 (2002): 240-249.

190. . "Comparative Evaluation and the Relationship Between Quality,

Satisfaction and Repurchase Loyalty." Journal of Academy of Marketing

Sceince 30.3 (2002): 240-249.

191. Osman, M.Z. "A Conceptual Model of Retail Image Influences on Loyalty

Patronage Behavior ." The International Review of Retail, Distribution and

Consumer Research 31 (1993): 149-66.

192. Pan, Y. and G.M. Zinkhan. "Determinants of Retail Patronage: A Meta-

Analytical Perspective." Journal of Retailing 82.3 (2006): 229-244.

193. Parasuraman, A., V.A. Zeithaml and L.L. Berry. "A Conceptual Model of

Service Quality and its Implications for Future Research ." Journal of

Marketing 49 (1985): 41-50.

194. . "Reassessment of Expectations as a Comparison Standard in Measuring

Service Quality: Implications for Further Research." Journal of Marketing 58

(1994): 111-124.

Page 24: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

215

195. . "SERVQUAL: A Multi-item Scale for Measuring Customer Perceptions of

Service Quality." Journal of Retailing 64 (1988): 12-40.

196. . "The Behavioral Consequences of Service Quality." Journal of Marketing

60 (1996): 31-46.

197. Peter, J.P. "Reliability: A Review of Psychometric Basics and Recent

Marketing Practices ." Journal of Marketing Research 16.1 (1979): 6-17.

198. Porteous, J.D. Environmental Aesthetics; Ideas, Politics and Planning.

London: Routledge, 1997.

199. PricewaterhouseCoopers. "Strategic Issues for Retail CEOs: Perspectives on

Operating in India's Retail Sector." 2010.

200. Proshansky, H.M., A.K. Fabian and R. Kaminoff. "Place Identity: Physical

World Socialization of the Self." Journal of Environmental Psychology 3.1

(1983): 57-83.

201. Rajaguru, R. and M.J. Matanda. "Consumer Perception of Store and Product

attributes and its Effect on Customer Loyalty within the Indian Retail Sector."

Advancing Theory, Maintaining Relevance. Ed. Y. Ali and M. Dessel.

Brisbane: ANZMAC, 2006.

202. Rajpal, A., et al. "The Emerging Women Workforce of India: A Silent

Revolution in the Making." Technopak Perspective Vol.3. 2010.

203. Ramaseshan, B. and A. Vinden. "Drivers of Retail Store Loyalty." Sustainable

Management and Marketing. Ed. D. Tojib. Melbourne: ANZMAC, 2009.

Page 25: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

216

204. Rapopart, Amos. The Meaning of Built Environment. Beverly Hills CA: Sage

Publications, Inc., 1982.

205. Rea, M.S., ed. Lighting Handbook Reference and Application. 8th ed. New

York: Illuminating Engineering Society of North America, 1993.

206. Reddy, N.R.V. Ramana, T.N. Reddy and B. Abdul Azeem. "Influence of Store

Satisfaction, Merchandise Quality and Service Quality on Store Loyalty ."

International Journal of Trade, Economics andFinance 2.5 (2011): 351-355.

207. Russell, J.A. and A. Mehrabian. "Environmental Variables in Consumer

Research." Journal of Consumer Research 3 (1976): 62-63.

208. Russell, J.A. and G. Pratt. "A Description of the Affective Quality Attributed

to the Environment." Journal of Personality and Social Psychology 4 (1980):

119-135.

209. Russell, J.A. and J. Snodgrass. "Emotion and the Environment." Handbook of

Environmental Psychology. Ed. I.D. Stokols and L. Altman. New York:

Wiley, 1987. 245-281.

210. Rust, R.T. and R.L. Oliver. "Service Quality: Insights and Managerial

Implications from the Frontier." Service Quality: New Directions in Theory

and Practice. Ed. R.T. Rust and R.L. Oliver. Thousand Oaks CA: Sage

Publications, 1994. 1-19.

211. Schiffman, L.G. and L.L. Kanuk. Consumer Behavior. 5. London: Prentice

Hall, 1994.

Page 26: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

217

212. Schumacker, R.E. and R.G. Lomax. A Beginners' Guide to Structural

Equation Modeling. New Jersey: Lawrence Erlbaum Associates Inc., 2004.

213. Sclove, S.L. Likert. 06 October 2001. 17 January 2012

<http://www.uic.edu/classes/idsc/ids270sls/likert.htm>.

214. Sherman, E. and R.B. Smith. "Mood States of Shoppers and Store Image.

Promising Interactions and Possible Behavioural Effects." Advances in

Consumer Research. Ed. Richard J. Lutz. Provo, UT: Association of

Consumer Research, 1986.

215. Sherman, E., A. Mathur and Smith R. Belk. "Store Environment and

Consumer Purchase Behaviour: Mediating Role of Consumer Emotions."

Psychology and Marketing 14.4 (1997): 361-378.

216. Singhal, A. "Changing India, Changing Consumption, Changing Consumers."

2010.

217. Sinha, P. K. and S. K. Kar. An Insight into the Growth of New Retail Formats

in India. White Paper Series. Indian Institute of Management. Ahmedabad,

2007.

218. Sinha, P.K. "Shopping Orientation in the Evolving Indian Market." Vikalpa

28.2 (2003): 13-22.

219. Sivadas, E. and J.L. Baker-Prewitt. "An Examination of the Relationship

Between Service Quality, Customer Satisfaction and Store Loyalty ."

International Journal of Retail and Distribution Management 28.2 (2000): 73-

82.

Page 27: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

218

220. Smith, M.F. and I. Sinha. "The Impact of Price and Extra Product Promotions

on Store Preference." International Journal of Retail and Distribution

Management 28 (2000): 83-92.

221. Smith, P.C. and R. Curnow. "Arousal Hypotheses and the Effects of Music on

Purchasing Behaviour." Journal of Applied Psychology 50.3 (1966): 255-256.

222. Solomon, M.R. Consumer Behavior: Buying, Having and Being. 3. London:

Prentice Hall, 1996.

223. Spangenberg, E.C., A.E. Crowley and P.W. Henderson. "Improving the Store

Environment: Do Olfactory Cues Affect Evaluations and Behaviours." Journal

of Marketing 60.2 (1996): 67-80.

224. Spangenberg, E.R., B. Grohmann and D.E. Sprott. "Its Beginning to Smell

(and Sound) a Lot Like Christmas: The Interactive Effects of Ambient Scent

and Music in a Retail Setting." Journal of Business Research 58.11 (2005):

1583-1589.

225. Spies, K., F. Hesse and K. Loesch. "Store Atmosphere, Mood and Purchasing

Behavior." International Journal of MArketing 14 (1997): 1-17.

226. Spreng, R.A. and R.D. MacKoy. "An Empirical Examination of a Model

Perceived Service Quality and Satisfaction." Journal of Retailing 72.2 (1996):

201-214.

227. Steiger, J.H. "Structural Model Evaluation and Modification: An Interval

Estimation Approach." Multivariate Behavioural Research 25 (1990): 173-

180.

Page 28: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

219

228. Stewart, T.A. "A Satisfied Customer is'nt enough." Fortune 21 July 1997: 112-

113.

229. Stodnick, M.A. "Driving Retail Store Performance: A Service Profit Chain

Perspective." Dessertation. The Ohio State University, 2005.

230. Summers, T.A. and P.R. Hebert. "Shedding Some Light on Store

Atmospherics: Influence of Illumination on Consumer Behavior." Journal of

Business Research 54 (2001): 145-150.

231. Sweeny, J.C., G.N. Soutar and L.W. Johnson. "The Role of Perceived Risk in

the Quality-Value Relationship: A Study in a Retail Environment." Journal of

Retailing 75.1 (1999): 77-105.

232. Szymanski, D.M. and D.H. Henard. "Customer Satisfaction:A Meta-Analysis

of the Empirical Evidence." Journal of the Academy of Marketing Science

29.1 (2001): 16-35.

233. The Nielsen Company. "Global Online Consumer Confidence, Concerns and

Spending Intentions." 2011.

234. Ting, D.H. "Service Quality and Satisfaction Perceptions: Curvilinear and

Interaction Effect." The International Journal of Bank Marketing 22.6 (2004):

407-420.

235. Toelle, S. "The Linkages Among Service Quality Attributes, Customer Value,

Customer Satisfaction and Customer Loyatly in Indonesian Retail Banking

Settings." Ph.D. Thesis. Nova Southeastern University, 2006.

Page 29: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

220

236. Tse, D.K. and P.C. Wilton. "Models of Consumer Satisfaction Formation: An

Extension." Journal of Marketing Research 25 (1988): 204-212.

237. Tsiotsou, R. "Perceived Quality Levels and their Relation to Involvement,

Satisfaction and Purchase Intentions." Marketing Bulletin 16.4 (2005).

238. . "The Role Perceived Product Quality and Overall Satisfaction on Purchase

Intentions." International Journal of Consumer Studies 30.2 (2006): 207-217.

239. Turley, L. W. and R.E. Milliman. "Atmospheric Effects on Shopping

Behavior: Review of the Experimental Evidence." Journal of Business

Research 49 (2000): 193-211.

240. Turley, L.W. and Jean-Charles Chebat. "Linking Retail Strategy, Atosmphric

design and Shopping Behavior." Journal of Marketing Management 18 (2002):

125-144.

241. Ullman, J.B. "Structural Equation Modeling." Using Multivariate Statistics.

Ed. B.G. Tabachnick and L.S. Fidell. New York: HarperCollins College

Publishers, 1996. 709-819.

242. Unicon Financial Intermediaries Pvt. Ltd. Foreign Direct Investment in Multi-

brand Retail Sector. Mumbai, 2011.

243. Veitch, J., et al. "Lighting Appraisal, Well-being and Performance in Open-

Plan Offices: A Linked Mechanisms Approach." Lighting Research and

Technology 40 (2008): 133-151.

244. Vieira, V.A. "Visual Aesthetics in Store Environment and its Moderating Role

on Consumer Intention." Journal of Consumer Behaviour 9.5 (2010): 364-380.

Page 30: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

221

245. Voss, G.B., A. Parasuraman and D. Grewal. "The Roles of Price, Performance

and Expectations in Determining Satisfaction in Service Exchanges." Journal

of Marketing 62 (1998): 46-61.

246. Walters, D. and D. Knee. "Competitive Strategies in Retailing." Long Range

Planning 22.6 (1989): 74-84.

247. Westbrook, R.A. and R.L. Oliver. "The Dimensionality of Consumption

Emotion Patterns and Consumer Satisfaction." Journal of Consumer Research

8.1 (1991): 84-91.

248. Wilkinson, J.B., J.B. Mason and C.H. Paksoy. "Assessing the Impact of Short-

Term Supermarkt Strategy Variables." Journal of Marketing Research 14

(1982): 72-86.

249. Woodside, Arch G. and Gerald L. Waddle. "Sales Effect of In-Store

Advertising." Journal of Advertising Research 15 (1975): 29-33.

250. Yalch, R. and E. Spangenberg. "Effects of Store Music on Shopping

Behaviour." Journal of Services Marketing 4 (1990): 31-39.

251. Yalch, R.F. and E.R. Spangenberg. "The Effects of Music in a Retail Setting

on Real and Perceived Shopping Times." Jorunal of Business Research 49.2

(2000): 139-147.

252. Yalch, R.F. "The Influence of Environmental Factors on Consumer

Behaviour: A Decade Later." Advances in Consumer Research 20 (1993):

630.

Page 31: References - Shodhganga : a reservoir of Indian theses ...shodhganga.inflibnet.ac.in/.../12814/7/16_references.pdfof the Registrar General and Census Commissioner, India, 2011. 51

222

253. Yavas, U. and E. Babakus. "Correlates of Retail Store Loyalty: An Empirical

Study." Proceedings of the 39th Annual Meeting of the Decision Sciences

Institute. Ed. J.E. Kendall. Atlanta: Decision Sciences Institute , 2008.

254. Yi, Y. "A Critical Review of Customer Satisfaction." Ziethaml, V.A. Review

of Marketing. Chicago: American Marketing Association, 1990. 68-123.

255. Yu, Y.T. and A. Dean. "The Constribution of Emotional satisfaction on

Consumer Loyalty." International Journal of Service Industry Management

12.3 (2001): 234-250.

256. Zahorik, A.J. and R.T. Rust. Modeling the Impact of Service Quality on

Profitability: A Review. Jai Press, 1992.

257. Zeithaml, V.A. and M.J. Bitner. Service Marketing. 1. New York: McGraw-

Hill, 1996.

258. Zeithaml, V.A. "Consumer Perceptions of Price, Quality and Value: A Means-

end Model and Synthesis of Evidence." Journal of Marketing 52 (1988): 2-22.

259. Zeithaml, V.A., A. Parasuraman and L.L. Berry. "Problems and Strategies in

Services Marketing." Journal of Marketing 49 (1985): 33-46.

260. Zielke, S. "Measurement of Retailers' Price Images with a Multiple Item

Scale." International Journal of Retail Distribution and Consumer Research 16

(2006): 297-316.