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Author : Dayle Ingerick Thorpe
Publisher :
ISBN 13 :
Total Pages : 644 pages
Book Rating : 4.:/5 (357 download)
Download or read book Consumers' Perceptions of Retail Service Quality written by Dayle Ingerick Thorpe and published by . This book was released on 1995 with total page 644 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : George N. Kenyon
Publisher : Springer
ISBN 13 : 1447166272
Total Pages : 269 pages
Book Rating : 4.4/5 (471 download)
Download or read book The Perception of Quality written by George N. Kenyon and published by Springer. This book was released on 2014-11-25 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the quality of these products and services. It offers readers an improved understanding of how and why the design process must consider how the consumer will perceive a product or service. In order to facilitate the presentation and understanding of these concepts, illustrations and case examples are also provided throughout the book. This book provides an invaluable resource for managers, designers, manufacturers, professional practitioners and academics interested in quality management. It also offers a useful supplementary text for marketing and quality management courses.
Author : Jacob Jacoby
Publisher : Lexington Books
ISBN 13 :
Total Pages : 344 pages
Book Rating : 4.:/5 (321 download)
Download or read book Perceived Quality written by Jacob Jacoby and published by Lexington Books. This book was released on 1985 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Arch G. Woodside
Publisher : North Holland
ISBN 13 :
Total Pages : 552 pages
Book Rating : 4.F/5 ( download)
Download or read book Consumer and Industrial Buying Behavior written by Arch G. Woodside and published by North Holland. This book was released on 1977 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 1439137471
Total Pages : 185 pages
Book Rating : 4.4/5 (391 download)
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author : Abhishek Palasia A
Publisher : Independent Author
ISBN 13 : 9781805254768
Total Pages : 0 pages
Book Rating : 4.2/5 (547 download)
Download or read book Service Quality of Online Stores A Case Study of Impact of Service Quality on Customers Satisfaction and Perceptions written by Abhishek Palasia A and published by Independent Author. This book was released on 2023-04-09 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this paper we study various key factors affecting Online-Service quality dimensions, customer satisfaction and perception. The topic of online consumer perception and satisfaction has been examined under various contexts over the years. In spite of the fact that analysts from an assortment of business controls have gained noteworthy ground in the course of recent years, the extent of these investigations are somewhat wide, the examinations show up generally divided and no binding together hypothetical model is found in this exploration territory. This proposed system not just furnishes us with a strong perspective on online purchaser discernment and fulfilment, yet additionally fills in as a notable rule for specialists around there. In this research we will study the key dimensions of online shopping as perceived by consumers in India and the different demographic factors affecting on online shopping behaviour of consumers. There are many factors affecting on online shopping behaviour of consumer. The impact of Demographic factors of consumers on on-line shopping has parameters like satisfaction with on-line shopping, future purchase intention, frequency of on-line shopping, numbers of items purchased, and overall spend on on-line shopping. The view of online customers is free of their age and gender however not autonomous of their capability and orientation. Such an observation is probably going to turn into a conclusive factor in influencing shoppers' conduct. In online shopping because of existence of countless Internet vendors globally, the importance of dimensions' increases. E-retailers should make their site more secure and guarantee clients for conveyance of their items. They need to give quality and creative items. There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides.
Author : Faizan Ali
Publisher : LAP Lambert Academic Publishing
ISBN 13 : 9783845476452
Total Pages : 80 pages
Book Rating : 4.4/5 (764 download)
Download or read book Measuring the Service Quality in Retail Stores Using Rsqs Model written by Faizan Ali and published by LAP Lambert Academic Publishing. This book was released on 2011-09 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service quality is a critical component of customer perceptions about the service. Customers perceive services in terms of its quality and how satisfied they are overall with their experiences. In retail in particular, margins are tightly squeezed and therefore customer service quality may be the key indicator of added value. RSQS is the model specifically designed to measure the service quality of Retail Stores. Using dimensions i.e., physical looks, convenience, reliability, personal interaction, problem solving and general policy, this model is used to measure service quality at SportsDirect in Wrexham. The primary or principal data collected in this study has been from two branches of SportsDirect in Wrexham. These have been collected from 300 customers using convenience sampling. From the gap score analysis carried out, it was found that, the overall service quality is low as perceived by customers in SportsDirect stores and hence no customer satisfaction is observed. Also consumers receive less than expected experience from the SportsDirect stores.
Author : Leonard L. Berry
Publisher :
ISBN 13 :
Total Pages : 168 pages
Book Rating : 4.3/5 (97 download)
Download or read book Emerging Perspectives on Services Marketing written by Leonard L. Berry and published by . This book was released on 1983 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Shahrukh Salman
Publisher : Anchor Academic Publishing
ISBN 13 : 3960676875
Total Pages : 57 pages
Book Rating : 4.9/5 (66 download)
Download or read book Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction written by Shahrukh Salman and published by Anchor Academic Publishing. This book was released on 2017-09-19 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Author : Wojciech Piotrowicz
Publisher : Springer
ISBN 13 : 3319982737
Total Pages : 292 pages
Book Rating : 4.3/5 (199 download)
Download or read book Exploring Omnichannel Retailing written by Wojciech Piotrowicz and published by Springer. This book was released on 2018-12-05 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book compiles the current state of knowledge on omnichannel retailing, a new concept in which all sales and interaction channels are considered together, and which aims to deliver a seamless customer experience regardless of the channel. It highlights case studies and examples related to each of the many barriers to an omnichannel approach, demonstrating not just success stories, but also failures. While omnichannel has already been recognized as an emerging retail trend, the articles in this book fill an important gap in research on the topic. Providing readers with essential insights on the omnichannel strategy and its implementation, the book will also stimulate academic discussion on this emerging trend.
Author : Haiyan Hu
Publisher :
ISBN 13 :
Total Pages : 262 pages
Book Rating : 4.:/5 (89 download)
Download or read book A Cross-cultural Examination of Consumers' Perceptions of Store Image written by Haiyan Hu and published by . This book was released on 2002 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Roland T. Rust
Publisher : SAGE
ISBN 13 : 0803949200
Total Pages : 201 pages
Book Rating : 4.8/5 (39 download)
Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Author : Abhijit Banerjee
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (122 download)
Download or read book Store-within-a-store Consumer Perceptions written by Abhijit Banerjee and published by . This book was released on 2016 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Numerous studies in the past have shown how the store image gets created for a retail store and the various factors that influence the purchase intentions of the customers in the retail environment. Different aspects of a retail store have been studied in details like store atmosphere, customer service, in-store music, merchandise quality, location of the store and so on. However, the presence of another smaller store inside the premises of a larger retailer has rarely been looked into. It is proposed in this study that the presence of another retailer inside the premises of a larger retailer should have significant effects on the overall store image, service quality perception and attitudes toward the association of the larger retailer. Furthermore, the store image, service quality perceptions and attitude toward the association of the smaller partner in conjunction with the larger retailer is also expected to be affected.
Author : Julie Baker
Publisher :
ISBN 13 :
Total Pages : 378 pages
Book Rating : 4.:/5 (238 download)
Download or read book The Effects of Retail Store Environments on Consumer Perceptions of Quality, Price and Value written by Julie Baker and published by . This book was released on 1990 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : James R. Stock
Publisher : Irwin Professional Publishing
ISBN 13 : 9780071181228
Total Pages : 872 pages
Book Rating : 4.1/5 (812 download)
Download or read book Strategic Logistics Management written by James R. Stock and published by Irwin Professional Publishing. This book was released on 2001 with total page 872 pages. Available in PDF, EPUB and Kindle. Book excerpt: Notable changes occurring in the global marketplace since the publication of the first three editions of this book (1982, 1987, and 1993) have included e-commerce and widespread use of the Internet, growth of supply chain management, a continued explosion of computer and information technology worldwide, development of 24-hour markets with many organizations operating worldwide, and a continued corporate emphasis on quality and customer satisfaction. Trade agreements such as North America Free Trade Agreement (NAFTA), European Union, ASEAN and Mercosur have enabled corporations to implement regional, if not entirely global, logistics strategies. The fourth edition of Strategic Logistics Management has been significantly expanded to reflect these and the many other changes that have occurred, as well as to include state-of-the-art logistics information and technology. The basic tenets of the previous editions have been retained, but new material has been added to make the book more managerial, integrative, and "cutting edge." Strategic Logistics Management is still the only text that takes a marketing orientation and views the subject from a customer satisfaction perspective. While emphasizing the marketing aspects of logistics, it integrates all of the functional areas of the business as well as incorporating logistics into supply chain management. This book has been extensively revised and updated in the areas of technology, global coverage, and transportation. This book features brand new chapters on Supply Chain Management (Ch 2) and Measuring and Selling the Value of Logistics (Ch 17).
Author : A. M. Findlay
Publisher : Taylor & Francis
ISBN 13 : 9780415087223
Total Pages : 336 pages
Book Rating : 4.0/5 (872 download)
Download or read book Retailing : critical concepts. 3,2. Retail practices and operations written by A. M. Findlay and published by Taylor & Francis. This book was released on 2002 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Marilize Keevy
Publisher :
ISBN 13 :
Total Pages : 190 pages
Book Rating : 4.:/5 (794 download)
Download or read book Consumer Perceptions of Service Quality of Large Clothing Retailers in the Cape Metropolitan Area written by Marilize Keevy and published by . This book was released on 2011 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt:
