In group coupon service, customers get merchandise or service which features significant discount from vendor and service provider. However, there are gaps generated during service delivery and had effect on repurchase intention. We extend the E-S-QUAL and HSQM to find the dimensions in respectively service quality. The purpose of this research is to learn how service quality of vendor and service quality of service provider influence the repurchase intention on vendor and service provider, moderating with price sensitivity dimension. PLS (partial least squared) is used to analyze our measurement and structural models. The results include: (1) key dimensions of service provider¡¦s service quality in group coupon service model and group coupon service model with recovery are interaction quality, physical environment, fulfillment, and policy. Dimensions of service quality of vendor in regular case are information quality, efficiency, system availability, and assurance, while dimensions of service quality of vendor in recovery case are responsiveness, compensation, and contact. (2) Service quality of service provider has greater effect on repurchase intention on vendor than service quality of vendor in regular case. (3) Price Sensitivity has no significant moderating effect on the relationship between service quality of service provider and repurchase intention on service provider with regular price. Our research contributes to the nascent body of group coupon advertisement format and offer unique insights for the vendor and service provider on the importance of each role and what should be concern for the future.

Aim: The aim of this study is to examine and compare the importance of services and products in grocery store and to study the effects of services and products on customer retention. Method: This study is quantitative and data is collected by conducting a survey. Primary data is collected through questionnaires by visiting the stores in two cities of Sweden, namely Bollnäs and Gävle. In order to study the importance of service and products, importance scale is used in the questionnaire. Comparative analysis is used to analyze the data. Results & Conclusions: The results show that customers are more concerned about the quality of products rather than quality of services. Further, it is found that among all service elements, personal interaction is considered more important whereas, among products elements, quality of products has most influence on customer decisions. After the comparison of services and products, we found out that product quality influences customer retention to a greater extent. Suggestions for future research: Research always continues and could be followed up with more perception dimensions either from customers’ perspectives or from managerial perspectives. Future research can be conducted to study managerial perception of service and product quality. Furthermore, future research can be conducted to find out other factors that determine customer retention. Customers from multiple stores and larger cities can also be the theme for future researches. Contribution of the study: This study helps retail business to build strong customer base by focusing first on quality of products and then services. Further this helps firms to know how customer’s decision making is affected. Firms with limited resources can first focus on product improvement then on services.

In recent years, it is not hard to tell that in the retail market of flaming competition in Taiwan, and quality of service is worth of being paid attention. The study tries to investigate the relationships between buyer reactions to ethical behaviors of salespeople and customer-company identification. Several hypotheses are developed and tested to find out whether interactions with salespeople generates customers¡¦ ethical perceptions and impacts on customer-company identification. Moreover, the study intends to explore the consequences of customer-company identification (extra- or in- role behaviors). The study adopts structural equation modeling (SEM) to examine the path estimates among constructs. The study adopts convenience sample and the valid return of survey is 296. Results indicate that the significant and positive effects of both moral equity and relativism on customer-company identification and repurchase intention and positive word-of-mouth followed up. At last, the managerial implications of this study may help retailers with professional ethics of salespeople and create loyal customers.