Abstract
ABSTRACT Marketers addressing customer perceptions of service quality have developed the SERVQUAL and SERVPERF scales and have shown these to be correlates of perceived service quality in a variety of consumer industries including retail shopping. This study applies SERVPERF items to urban community development issues by considering the utility of the SERVPERF items in predicting a propensity to shop neighborhood stores as compared to a propensity to shop in areas outside the neighborhood. The results suggest specific SERVPERF issues that may influence neighborhood shopping.
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