Company Performance in the Market Scale (Retail)

What it measures

Seven-item store manager-rated measure of non-financial market performance relative to competitors over the past three business years. Covers customer satisfaction, customer benefit, market share, growth, customer retention, new customer attraction, and store image. Adapted from Menon et al. (1996) and Morgan and Piercy (1996) for the retail store level. Used as a mediator between service-oriented business strategy and profitability.

Representative items

• Relative to your competitors, how has your store performed over the last three business years with respect to achieving customer satisfaction?
• Relative to your competitors, how has your store performed over the last three business years with respect to keeping existing customers?
• Relative to your competitors, how has your store performed over the last three business years with respect to building a positive store image?

Citation

Homburg, C., Hoyer, W. D., & Fassnacht, M. (2002). Service orientation of a retailer’s business strategy: Dimensions, antecedents, and performance outcomes. Journal of Marketing, 66(4), 86–101.