An Assessment of the Operational Performance of Supermarkets in ...

Garvin, D. 1992, Operations Strategy, Text and Cases. Englewood Cliffs, NJ:Prentice Hall.Geist, W. 1984. “They’re hiring others to stand in line”, The New York Times,June 6.Giele, L. and Cote, J., 2000. “Defining Consumer Satisfaction”, Academy ofMarketing Science Review.Gronroos, C. 2000, Service management and marketing: a customer relationshipmanagement Approach, 2nd ed. West Sussex: John Wiley & Sons, Ltd.Guirl, G. 1986. “Pressed for time? New companies mind your peas and queues”,Adweek , Vol. 27, May 19, pp. 1, 6.Hair, J., Black, W., Babin, B., Anderson, R. and Tatham R. 2007, MultivariateData Analysis. 6th ed. New Jersey: Pearson Education, Inc.Homburg, C. and Giering, A. 2001. “Personal characteristics as moderators ofthe relationship between customer satisfaction and loyalty: an empirical analysis‟,Psychology and Marketing”, Vol. 18, no. 1, pp. 43-66.Indran, S. 2007. Strategic Roles and Objectives of Operations. Accessed online,available from http://mindran.com/operation/027370849X_pp02.pdfJamal, A. and Naser, K. 2002. “Customer Satisfaction and Retail Banking: anassessment of some key antecedents of customer satisfaction in retail banking‟,The International Journal of Bank Marketing”. 20(4), pp. 146-160.Jamal, A. and Naser, K. 2003. “Factors influencing customer satisfaction in theretail banking sector in Pakistan‟, International Journal of Commerce andManagement”, 13(2), pp. 29.Johnston, R. 1997, “Identifying the critical determinants of service quality in retailbanking: importance and effects‟, The International Journal of Bank Marketing”,15(4), pp. 111-119.Johnston, R. and Clark, G. 2001, Service Operations Management. HemelHempstead: Prentice Hall.Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. 2003. “The effects oflocational convenience on customer repurchase intentions across service types‟,Journal of Service Marketing”, vol. 17, no. 7, pp. 701-12.Kumar, M., Kee, F. T. and Manshor, A. T. 2009. Determining the relativeimportance of critical factors in delivering service quality of banks: an applicationof dominance analysis in SERVQUAL model. Managing Service Quality. 19(2),211-228.Kumar, S.A. and Suresh, N. 2009, Operations Management. India: New AgeInternational (P) Limited Publishers.Levy, M. and Weitz, B. 2001, Retailing Management, New York: McGraw-Hill.Lewis, B. R. and Soureli, M. 2006. “The antecedents of consumer loyalty in retailbanking‟, Journal of Consumer Behaviour”, 5(1), pp. 15-31.Lin, H.H., and Wang, Y.S., 2006. “An examination of the determinants ofcustomer loyalty in mobile commerce contexts”, Information and Management.Lindestad, B., 1998. “Customer Loyalty and Complex Services: The impact ofcorporate image on quality, customer satisfaction and loyalty for customers with