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| Author: | Bell, J. Gilbert, D. Lockwood, A. |
| Title: | Service quality in food retailing operations: a critical incident analysis |
| Journal: | International Review of Retail, Distribution and Consumer Research
1997 : OCT, VOL. 7:4, p. 405-424 |
| Index terms: | MARKETING RETAILING FOOD INDUSTRY |
| Language: | eng |
| Abstract: | This study uses critical incident technique to identify and explore dimensions of service quality in food retail operations. Personal interviews generated 792 positive and negative incidents which were then categorised into six groups as follows: physical environment, merchandise- related, non-core services, interpersonal, process and price. The key findings confirm that recent emphasis by operators on improving customer service has been effective to a degree. |
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