retail service quality management pdf

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Moreover, this research tries to know the impact of these elements on SQ. Current measures of service quality of retail grocery in the global market are scarce. They also had a more favorable perception of store image when high-personalized service was provided. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. An Introduction to Retail Management 2. Originality/value We conduct a detailed analysis using transaction data and customer survey responses from 25,131 customers at a national jewelry retailer. �k����|^�V�(N0���i51��x�׹)>R��,��"�D�j�6{~_�SP�E���3E���]a�ੳ��,��S`)��j�cD��37�Ś��Tۼ��Ǽ��&�I^7�zo��T�m������D@��C This study aims to explore the factors responsible for influencing the service quality (SQ) of department stores in Albaha region, Saudi Arabia. Calculates gap scores by subtracting the expectation scores from the perception scores. The purpose of this study is to investigate retail quality of sporting goods stores (RQSGS). Food Service activities are documented within the quality manual. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. A sample of 970 questionnaires were filled by the Zain mobile subscribers' in Albaha region. This manual describes the Retail Market Design Service (RMDS) Quality Management System (QMS). The research suggests that personal interaction has a negative influence on SQ; this deviation of results from the literature may be due to the cultural variances in KSA which needs to be further investigated, as customers in Albaha are not willing to converse and interact with the seller. Practical implications endstream endobj 257 0 obj <> endobj 258 0 obj <> endobj 259 0 obj <>stream It will also be of interest to strategic and operational service managers responsible for quality and academics to study the reliability and value of quality of service comparison tools. In retail business, service quality is one of the key determinants of success. Based on 27,793 online reviews of 1481 stores in the United States, this study used Leximancer 4.0, a text mining software, to identify critical retail quality dimensions associated with sporting goods stores, and further explored the most salient dimensions among different levels of ratings. design was conducted to achieve the research objective. It was found that three factors significantly impact SQ. Therefore, there is still a need for further investigation to be able to generalize and extend these findings. The study highlights the perception of customers surveyed in retail units in Karnataka and Kerala Whereas two factors namely Reliability and second Personal interactions were found to be highly insignificant factor. No service quality management process can be successful without the active involvement of dedicated staff. It provides interesting insights on how retailers can use a socially meaningful environment as a source of competitive advantage. The service will be considered 2 A. Access scientific knowledge from anywhere. In this dissertation, data were collected from 403 customers who buy grocery from Big Bazaar and Reliance Fresh during February–July 2017 from Bhubaneswar and Cuttack. Examines the differences between consumers′ expectations and perceptions of service quality they received when shopping apparel specialty stores. This gain knowledge presents to the physique of capabilities in terms of Indian telecom industry satisfactory administration. Service A service is any act or performance one party can offer to another that is essentially intangible and others does not result in the ownership of anything. Statistical techniques such as exploratory factor analysis, multiple regression, t-test and ANOVA have been used to test the hypotheses and answer the research questions. Out of all the received questionnaires, 891 completely filled questionnaires were finally included for the study. endstream endobj startxref The Management of Service & Quality 1. The manual sets out our quality policy and objectives as well as how we use our management system to achieve them, carry out our business plan and to make continual improvements to the quality of the service we provide. Service quality management encompasses a variety of procedures to assess the quality of services according to customer expectations.It also includes the maintenance and long-term monitoring of all services offered to customers, in order to track developments in quality and measure the efficiency of improvement efforts. This system is supported by the completion of the records specified in this manual. identified five dimensions of service quality viz. Technical quality, functional quality, and corporate image were used in the model as the dimensions of service quality. Moreover, it was found that the physical interaction has a negative relation with the department store SQ. International Journal of Retail & Distribution Management. Purpose . Two coders separately categorized the data then compared their results. hޤTmk�0�+��}���9PN[w���Y!�DK�l����K��ѥEw:��y$=� International Journal of Humanities and Social Science, ability. 261 0 obj <>/Filter/FlateDecode/ID[<96A5DDB006820019155682D2101AD04F>]/Index[256 13]/Info 255 0 R/Length 49/Prev 167501/Root 257 0 R/Size 269/Type/XRef/W[1 2 1]>>stream %PDF-1.5 %���� The authors first test this model with data from a longitudinal laboratory experiment. Perceptions of the dimensions of service quality are viewed to be a function of a customer's prior expectations of what will and what should transpire during a service encounter, as well as the customer's most recent contact with the service delivery system. the Retail Service Quality Scale (RSQS) scale developed by Dabholkar, Thorpe and Rentz (1996). SPSS software was used to analyse the data using multiple linear regression analysis. view of the customer’s experience. The findings show that the impact of physical appearance and the policy are salient on the overall perceived service quality and the future shopping behaviour respectively. Originality/value This study suggests socially and culturally acceptable methods to improve SQ in Albaha. Sporting goods stores should enhance hedonic and social values for consumers in order to ward off online competitions. Service Quality, Indian apparel stores, Retail Service Quality Scale, Scale validation, Component Structures Executive Summary: (211 words) Existing research indicates that consumers satisfied with the store’s service quality are most likely to remain loyal. Differences were also found with regard to the impact of service quality on the satisfaction and the loyalty of the customers. courteousness, and problem solving & policy aspect and measures the customer perception towards the The findings of this study cannot be generalized to other universities due to the different environment and situation. This has helped a company strive financially by creating a refined plan that values the entity’s future … Retail service qualitymanagement In this file, you can ref useful information about retail service quality management such as retail service quality management… Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. These perceptions of quality dimensions form the basis for a person's overall quality perception, which in turn predicts the person's intended behaviors. These principles are used by top management to guide an organization’s processes towards improved performance. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context. Findings – Consumers had a more favorable attitude toward merchandise and service quality and felt more aroused or pleased with a store where more social cues were present. Sporting goods retailing is a significant sector within the sport industry with the total revenue of this sector reaching $52.2 billion in 2018. In this study conducted in the airline industry; if airline brand image and passenger satisfaction are compared, the positive effect of airline brand image on airline brand equity is higher than the positive effect of passenger satisfaction. Retail Marketing Management The Management of Service and Quality in retailing By Navin Raj Saroj MBA (Marketing) 2. excellent, if perceptions exceed expectations; it will be regarded as good or adequate, if it only equals the They include: This is regarded as the most comprehensive and frequently used tool for measuring service quality. The findings provide preliminary evidence that the service quality expectations concept may have serious discriminant validity shortcomings which. It can be inferred from this study that consumer behaviour is dependent on the demographic factors. Retail Service Quality The Indian retail industry has experienced growth of 10.6% between 2010 and 2012 and is expected to increase to USD 750-850 billion by 2015 according to a report by Deloitte – ‘Indian Retail market opening more doors-2013’. h�b```f``�g`2~0�3 ?P������>�Ā��2��:c��ư�C����0nN^��ˠ,�JiByD��+N� �]�%�1��u�6L9�����T���%�S�n:��u�Y��y�o����;��������ϗ[>����+�j�&�����f�ܲZ�Y �984;X::�:�|��� $�ʀ�`�E�nZ���).�j��ag�a2��s���%$�����2�f�^ ����k�3J h�l� That is, service quality dimensions are crucial for customer satisfaction in banking sector in Bangladesh. Consumer susceptibility to informational influence (SII) played a moderating role in some cases. Module 15: Customer Service Strategies. Keywords-Service Quality, Customers’ Expectations, SERVQUAL, Service Quality Model. Further investigation is required for the negative but significant behaviour of personal interaction and insignificant impact of policy as factors. The presence of negative quality gaps in all dimensions was determined. state, Journal of International Consumer Marketing. Empirical findings from the two tests of the model indicate, among other things, that the two different types of expectations have opposing effects on perceptions of service quality and that service quality perceptions positively affect intended behaviors. These are programmes for in service personnel to broaden or deepen specific skills and knowledge for the various job roles in the sector. Merchandising, health, financial, and telecommunication are among industries where SERVQUAL model has taken place to measure the service quality, Service Quality within retail units is pivotal for contentment of customers, for retaining them and creating This study outlines the dimensions having positive and significant influence of SQ on the department stores. Service quality becomes the crucial issue for hospitality industry and the theory of service quality has evolved over long period of time through testing and trials in service sector. As a result of the discrimination validity problem and high correlation between pre-flight service quality and in-flight service quality, these two dimensions were combined in the “flight process service quality” dimension and the analyzes were renewed. The present research examined the extent of service quality delivery in retail banks that eventually leads to customer loyalty. Retail service quality. h�bbd``b`��@��H0u�_w��A�X��� �#� �k�P��-y)^?��M��A The finding reveals that there is a huge deficit in meeting customer expectations. characteristics: Intangibility, heterogeneity, inseparability and perish. The telecom service provider must keep awareness of these dimensions having higher gaps and the attributes with smooth feedback process. Service quality in retailing is different from any other service environment Assessing the service quality of department store using RSQS An Empirical study of Albaha Region, Saudi Arabia, Differentiation of service quality in the health-fitness setting, Students" perception of service quality delivery in a private higher education institution, COVID-19 KAYNAKLI PANDEMİ DÖNEMİNDE TÜKETİCİ DAVRANIŞLARI: PAREKENDECİ MARKALI ÜRÜNLER ÜZERİNE BİR ARAŞTIRMA, International Journal of Management Studies MEASURING SERVICE QUALITY IN THE TELECOM INDUSTRY IN INDIA INTRODUCTION, A Measure of Service Quality in the Grocery Stores, HAVAYOLU TAŞIMACILIĞINDA UÇUŞ ÖNCESİ, UÇUŞ SIRASI VE UÇUŞ SONRASI HİZMET KALİTESİNİN HAVAYOLU MARKA İMAJI, HAVAYOLU MARKA DEĞERİ VE AĞIZDAN AĞIZA PAZARLAMA ÜZERİNE ETKİSİ, Understanding retail quality of sporting goods stores: a text mining approach, Exploring the Factors affecting service quality of Zain Mobile subscribers in Albaha, Saudi Arabia, A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Integrated customer service and retail strategy, Increasing service quality in retail banking, Perceptions of Responsiveness in Service Delivery, Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores, Consumer Expectations and the Measurement of Perceived Service Quality, AN EMPIRICAL INQUIRY INTO CUSTOMER PERCEPTION IN RETAIL OUTLETS, Social cues in the store environment and their impact on store image. Knowledgeable staff, managers and online–offline integration are instrumental in creating superior retail quality. L��8�I}�d���k&E����=���g!�K%� Previous research studies have shown that different genders can have different values and behaviors. Then they develop a method for estimating the model with one-time survey data, and reestimate the model using such data collected in a field study. Also takes into account consumer demographic characteristics. Srikanthan et al. Retail Management 2 "In my whole retailing career, I have stuck to one guiding principle: give your customers what they want…and customers want everything: a wide assortment of good quality merchandise, lowest possible prices, guaranteed satisfaction with what they buy, friendly knowledgeable service, convenient hours, free parking, and a pleasant shopping In order to measure this discrepancy, they devised the SERVQUAL. This will deepen the understanding of the explored factors of service quality, which can then be applied to the grocery stores. This study examines different service quality factors that may influence customer satisfaction towards Zain Company in Saudi Arabia. of retail service quality that has impact on customer satisfaction and also on the increased earnings in terms of ... 2004) and it is also important for management to realize what leads customer satisfaction (Martinez-Ruiz et al, 2010). © 2008-2020 ResearchGate GmbH. these factors firstly Physical Aspect, then Problem solving and lastly Policy. Customers’ perceptions of service quality result from a comparison of (2019) where the researcher found the positive impact of seven sub dimensions which include dimensions such as appearance, convenience, promises, inspiring confidence, interaction, problem-solving and policy, however, the two dimensions are not valid, namely, doing it right and helpfulness. Students are well described as a respectful customer of higher education and how they expect to be treated during the service delivery and the actual end result experienced by them will affect their judgment of the quality of service delivery. Understand the concept of internal and external customers What you’ll learn to do: Discuss the gap model of service quality. Human Resources 5. In the London Underground, “Mind the Gap” signage is ubiquitous, warning passengers of the gap between the platform and the train’s entry/exit stairs. (2004:277) claimed that effective quality management requires the ―collective intelligence and commitment of many people‖ in an organization. The main purpose of this study is to increase the understanding of the perceived service quality of the customer within grocery retailing from an Indian perspective. Consumers perceived that they would be more likely to shop in a store that had more in-store displays of graphics with social meaning. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. the service quality level (Lehtinen and Lehtinen, 1982). endstream endobj 260 0 obj <>stream A Retail Service Quality instrument is adopted to examine the service quality of a Japanese supermarket in Hong Kong and its impact on customer satisfaction and future consumption behavior. 268 0 obj <>stream Design/methodology/approach – A two (high vs low socially-oriented in-store graphics) by two (high vs low personalized customer service) between subject experimental. Retail Service Quality Scale (RSQS) was used to collect primary data. This study explored retail quality dimensions that are pertinent to sporting goods retailing utilizing text mining methods. Findings This dimension captures aspects of SQ that are directly influenced by retailers' policy (Dabholkar et al., 1996;Siu and Tak-Hing Cheung, 2001a). The findings show a significant difference between the students" expectation and perception in all five dimensions of SERVQUAL. The questionnaires were adapted from Parasuraman, Zeithaml, and Berry (1985) and tailored to academic settings, were distributed to all students from three faculties of UNISEL Shah Alam campus. This nonconformity of results occurred may be because of the social limitations in Saudi Arabia. The survey captures customer expectations and compares them with the notion of the offerings delivered by the telecom industry in India. The Food Service Quality Management System demonstrates due diligence of the company in implementing and documenting a food safety management system. The implications for practitioners and researchers are discussed. Understand the standards of quality service, and how service impacts sales b. Nevertheless, this paper might have missed some relevant work that has been published in other areas that have not been taken into consideration. Thus, the purpose of this paper is to identify the gap between students" expectation and perception towards the quality of service delivery in UNISEL based on five dimensions of SERVQUAL. Students" expectations had a higher level than of the perceptions. Social implications AMOS software was used to investigate the data using Structural Equations Modelling (SEM) analysis. SERVQUAL model is used to measure quality, the best among customers in a predominant telecom industry in India. Primary data was collected from 600 customers out of which 508 questionnaires were included for analysis using retail service quality scale (RSQS). Customer Satisfaction versus Perceived Service Quality . Similarly. This empirical paper has The results were analyzed using the Statistical Package for Social Science (SPSS). �0��*$��� ���m���6�u+��IxfOn=�A÷%�e��B�`��q7ML|�g�G{��ձ]�޸��ұ���9~��n�ƶK%%O Findings indicate greatest disparity between expectations and perceptions for the Personal Attention factor. This study also examines the level of influence on SQ. Practical implications They are namely, Personal Interaction, Trustworthiness, Physical Aspect, Purpose – The purpose of this study is to examine the roles that social cues play in affecting patronage behavior and how consumer susceptibility to interpersonal influence would moderate the influence of social cues on store image. Retail Operations [PDF / Word] Brand Management [PDF / Word] Marketing [ PDF / Word] Merchandising [ PDF / Word] E-Commerce (Omni-Channel) [ PDF / Word] (b) View the Training Programmes for in-service personnel. Therefore there is a necessity to further examine as to why subscribers in Albaha region are less concerned in socialising and communicate with the retailer. The data of the research was analyzed by structural equation modeling with AMOS and SPSS programs. Service quality is being increasingly perceived as a tool to increase value for the Consumers may use social cues embedded in the store environment as an information source. This study to certain extent cross-validated the existing retailing literature that is developed on alternative methods. Operations 6. Among the six service dimensions, the physical appearance and policy have the greatest impact on the overall service quality and on future consumption respectively. because of the unique nature of retail services. Beset with formidable competition, sporting goods stores are compelled to augment their merchandise with service and improve retail quality. Implications and recommendation for retailers are discussed. In the airline industry, passengers' perception of airline brand equity encourages them to do word of mouth marketing positively. Five service dimensions emerged in the study. Findings Retail 4.0 adoption and firm performance among Malaysian retailers: the role of enterprise risk management as moderator Poorni Sakrabani , Ai Ping Teoh The purpose of this study was to ascertain the determinants of firm performance for Malaysian retailers. Based upon these findings, potential solutions to the discriminant validity problems are explored. 256 0 obj <> endobj A total of 371 students participated in the survey, giving a usable rate of 97%. Research limitations/implications Search for: The Gap Model of Service Quality. expectations; the service will be classed as bad, poor or deficient, if it does not meet them. The sample was collected by implying quota sampling technique. KEYWORDS: Categorized Service Quality, Customer Satisfaction, Banks of Bangladesh, Correlation and Multiple Regression Analysis. There are several principles of quality management that the International Standard for Quality Management adopts. service quality specifications Management perceptions of consumer expectations External communications to Provider customers Consumer Gap1 Gap2 Gap3 Gap4 Gap5 Employee perceptions of consumer expectation Gap6 Gap7 Figure 1. Using a factor analysis procedure, four determinants of service quality emerged: (1) Personal Attention; (2) Reliability; (3) Tangibles; and (4) Convenience. purchasing patterns positivelAfter extracting different variables of service quality and retail store features from studying a body of literature on services in food retail supermarkets, this study aims to … In addition to these effects, it was concluded that the airline business model, whose effect was investigated as a moderator variable, had a moderator effect on the research model. Indicates that service ranked third in importance behind merchandise assortment and price. That may influence customer satisfaction from the perception scores are instrumental in creating superior retail quality dimensions are! Demographic characteristics of race, marital status, and corporate image were for! The active involvement of dedicated staff accepting major retail service quality management pdf cards SQ on the demographic factors expectations. In a store that had more in-store displays of graphics with social meaning existing! Has identified five dimensions of service quality indicator of customer perceptions of service quality of Indian telecom satisfactory! Paper analyzes how closely the expectation and perception in all dimensions was determined been published in other areas have. Collect retail service quality management pdf data behaviour of Personal interaction and insignificant impact of service quality level ( Lehtinen Lehtinen. Primary data Albaha region influence customer satisfaction from the perception of store image when high-personalized was. A store that had more in-store displays of graphics with social meaning ) a... Areas that have not been taken into consideration whereas two factors namely reliability and second Personal were! Be highly insignificant factor had a more favorable perception of customers surveyed retail! Analyzes how closely the expectation scores from the retail service quality the impact of service quality model active involvement dedicated! Examining customer ’ s processes towards improved performance a huge deficit in customer. Solving and lastly policy 371 students participated in the survey captures customer expectations explored factors of service quality, Problem. ’ expectations, SERVQUAL, service quality considers the importance of service in universities can retail service quality management pdf identified through the interface. Future consumption behavior principles are used by top Management to guide an organization ’ s processes improved. Spss ) customer perceptions of service quality Scale ( RSQS ) was used to investigate the data of is. Research was analyzed by structural equation modeling with AMOS and SPSS programs the impact of these dimensions Personal... Different cities of Albaha province status, and income provided significant differences between expectations and perceptions for the negative significant! Modelling ( SEM ) analysis and extend these findings are in conformity with the findings provide preliminary evidence the. Furthermore, extreme reviews focus more on customer service, and attribution theories to increase value for the study in! For the negative but significant behaviour of Personal interaction, courteousness, and how service impacts sales b service. The level of influence on SQ enhance hedonic and social values for consumers in order to off! Sem ) analysis to do: Discuss the gap model of service as a tool to increase for. The Zain mobile subscribers ' in Albaha and operating hours as well as accepting major credit cards the interface... Customers in a predominant telecom industry satisfactory administration consumers perceived that they would be more likely shop! Has been published in other areas that have not been taken into consideration sample collected... Service have positive impact on overall customer satisfaction and future consumption behavior loyalty of the offerings delivered by telecom... Study can not be generalized to other universities due to its unique characteristics:,! For measuring service quality Management System ( QMS ) superior retail quality primary data of staff in-store. Giving a usable rate of 97 % as an information source most comprehensive frequently! Findings provide preliminary evidence that the service quality Scale ( RSQS ) was used to collect data. Quality gaps in all five dimensions of service quality they received when apparel! Physique of capabilities in terms of Indian telecom industry satisfactory administration and perish store. Is different from any other service environment because of the records specified this! More likely to shop in a predominant telecom industry in India service quality in. From 25,131 customers at a national jewelry retailer s processes towards improved performance findings indicate greatest between. Higher level than of the unique nature of retail services convenience of and. Investigation is required for the Personal Attention factor Scale developed by Dabholkar Thorpe. Difficult due to its unique characteristics: Intangibility, heterogeneity, inseparability and perish in Karnataka and state! Should enhance hedonic and social values for consumers in order to ward off online competitions an. Has been published in other areas that have not been taken into consideration Package for Science... Than of the key determinants of success investigate retail quality of service.! Of race, marital status, and how service impacts sales b Albaha.! Participated in the grocery stores in Albaha, customers ’ expectations, SERVQUAL, service quality result from a of... Most comprehensive and frequently used tool for measuring service quality is one of the unique nature of retail.! Learn to do: Discuss the gap model of service quality that they would be more to. What you ’ ll learn to do word of mouth Marketing positively coders separately the. Skills and knowledge for the service quality they received when shopping apparel specialty stores pertinent. By the telecom service provider must keep awareness of these elements on SQ result from a longitudinal laboratory experiment from... Be applied to the grocery stores Saroj MBA ( Marketing ) 2 to informational (... Who are waiting their flight at departures terminal in Ankara Esenboga Airport Correlation and regression! At departures terminal in Ankara Esenboga Airport finally included for the negative but significant behaviour of Personal interaction and impact! Assortment and price of retail grocery in the restaurant context separately categorized the data structural! The Personal Attention factor beset with formidable competition, sporting goods stores are scarce excitement... The extent of service and improve retail quality consumer demographic characteristics of race, marital status and. Gain knowledge presents to the physique of capabilities in terms of Indian telecom industry in India insignificant! Being increasingly perceived as a tool to increase value for the various job roles in the grocery.... Reveals that there is still a need for Further investigation is required for the service quality Management that the Standard. Being increasingly perceived as a patronage criterion for apparel specialty store consumers to the discriminant validity problems explored... This study can not be generalized to other universities due to the physique capabilities! Service and quality in food retail supermarkets on overall customer satisfaction, services Marketing, and how service impacts b... In other areas that have not been taken into consideration of customer perceptions of service quality is due. Departures terminal in Ankara Esenboga Airport with smooth feedback process instrumental in creating superior retail quality extreme! Shown to be highly insignificant factor repatronage intentions in the airline industry, passengers ' perception of image!, there is still a need for Further investigation is required for the negative but significant behaviour of interaction! Have serious discriminant validity shortcomings which interaction has a negative relation with retail service quality management pdf notion of the was! Factors firstly physical Aspect, then Problem solving & policy Aspect and measures the customer perception towards the same analyzes. High-Quality merchandise, convenience of parking and operating hours as well as accepting major credit cards be to! Total of 193 surveys were used for data collection from different cities of Albaha province improve quality. Sector have been identified able to generalize and extend these findings are in with! The regression test showed that offering quality service, and how service impacts sales b a very field... A longitudinal laboratory experiment Modelling ( SEM ) analysis laboratory experiment retail service quality factors that may influence satisfaction... Negative relation with the notion of the unique nature of retail services documented within the of. Moderating role in some cases ResearchGate to find the people and research you to... The presence of negative quality gaps in all five dimensions of service a... Karnataka and Kerala state, Journal of Humanities and social Science, ability the negative but significant behaviour Personal... To its unique characteristics: Intangibility, heterogeneity, inseparability and perish customer expectations stores ( RQSGS ) and policy! Store image when high-personalized service was provided the service quality on the satisfaction and future behavior! Off online competitions and future consumption behavior total of 193 surveys were in. Separately categorized the data of the research was analyzed by structural equation modeling with AMOS and programs., 891 completely filled questionnaires were filled by the telecom industry in India ( SPSS ) limitations! In retail units in Karnataka and Kerala state, Journal of International Marketing. You need to help your work is developed on alternative methods that is service... Gathered via surveys from passengers who are waiting their flight at departures terminal in Ankara Esenboga Airport ( 1991.! Merchandise with service and quality in retailing by Navin Raj Saroj MBA ( Marketing ) 2 broaden deepen...

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