haku: @author Pitt, L. / yhteensä: 23
viite: 20 / 23
| Tekijä: | Nel, D. Pitt, L. |
| Otsikko: | Service quality in a retail environment: closing the gaps |
| Lehti: | Journal of General Management
1993 : SPRING, VOL. 18:3, p. 37-56 |
| Asiasana: | |
| Vapaa asiasana: | EINZELHANDELSBETRIEBE, QUALITÄTSPOLITIK |
| Kieli: | eng |
| Tiivistelmä: | Service quality need be neither illusory nor elusive, it can be measured and the elements which cause problems can be pinpointed and rectified. This article describes a service quality perception study undertaken in 5 hyperstores within a large national retail group. The promary pbjective of the study was to determine how well these stores were meeting customers' expectations on specific dimensions of service quality. It was envisaged that the results would assist management to find new ideas, become more flexible, and develop ingenuity in providing enhanced customer satisfaction in a retailing environment. |
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