Denise is conducting a study related to consumer loyalty toward
three different retail formats (i.e., department stores, specialty
stores, and off-price retailers). After gathering background
information, she decides to focus the study on three research
streams; retail service quality, consumer satisfaction, and
consumer loyalty. Denise is interested in identifying
factors (i.e., retail service quality) that may contribute to
consumer satisfaction and consumer loyalty toward these
retailers. According to the literature, consumer
satisfaction is a uni-dimensional construct and
consumer loyalty consists...