SERVQUAL in RETAILING: Theory and Practice - Image 1

£63.00

LAP Lambert Academic Publishing SERVQUAL in RETAILING: Theory and Practice

Name: SERVQUAL in RETAILING: Theory and Practice
Brand: LAP Lambert Academic Publishing
Price: 63.0 GBP
Availability: InStock

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Description

SERVQUAL has interested many a researcher as a critical element of customer perceptions. Service Quality is a dominant element in customer evaluations even when services are offered in combination with a physical product. Service Quality and Service Performance are best judged on Customer Satisfaction as an important outcome. Research has revealed that Service Quality has grown in importance for companies that want to be competitive and wish to be distinguished amongst competitors. The researchers base this empirical research on the model presented by Parasuraman, Velarie Zeithaml, and Leonard Berry. Five SERVQUAL dimensions have been considered for the study to be influencing Customer Satisfaction and Repurchase Intentions. Also considered for this study is the influence of Product quality and Price factors along with Customers perceptions on various factors influencing retail business. Of utmost interest to the researchers was to test this model in the retail scenario. Three different formats of stores were selected and the study was carried out for testing different hypothesis that presumed relationship between various SERVQUAL dimensions and Customer Satisfaction.

Product Specifications

Brand: LAP Lambert Academic Publishing
Format: paperback
ASIN: 3659264873
Category: Books > Subjects > Business, Finance & Law > Management
Domain: Amazon UK
Release Date: 03 October 2012
Listed Since: 06 October 2012

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LAP Lambert Academic Publishing SERVQUAL in RETAILING: Theory and Practice

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