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Mathew VARGHESE

1. Influence of Service Guarantee on Consumer Behavior in organized retail stores
Rezumat:A service guarantee is a promise by a company to compensate the customer in some way if the defined level of service delivered is not met. The purpose here is to allow retailers to understand stiff competition and increasing customer expectations by adopting proactive strategies to become more customer-driven and offer higher service quality. The key finding obtained is that service quality directly influences the customer visits to the retail store. A company with poor service quality may want to focus primarily on causes of existing quality gaps, whereas a firm with high quality standards but limited market presence and quality reputation may want to focus mainly on transforming potential customers into loyal ones.
Autor(i):Kiran SHARMA, Mathew VARGHESE
Publicat în:Revista Română de Marketing 1/2013 [Volume 8, Issue 1] (ianuarie-martie)
Cod citare:3004

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