Quality and service quality in retailing

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F19194951%3A_____%2F25%3AN0000016" target="_blank" >RIV/19194951:_____/25:N0000016 - isvavai.cz</a>
Result on the web
<a href="https://www.elgaronline.com/display/book/9781035319701/chapter98.xml" target="_blank" >https://www.elgaronline.com/display/book/9781035319701/chapter98.xml</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.4337/9781035319701.00118" target="_blank" >10.4337/9781035319701.00118</a>

Result language
angličtina
Original language name
Quality and service quality in retailing
Original language description
This text conceptualises retailing as a service-based activity in which retailers function as the final link in marketing channels and operate primarily as service organisations rather than pure product sellers. Positioned along the goods–services continuum, retailing combines tangible goods with intangible service elements, characterised by intangibility, inseparability, perishability, and variability. To remain competitive, retailers employ tailored marketing strategies, most notably the six-element retail marketing mix, encompassing merchandising, pricing, promotion, location, store design, and consumer services. Service quality is identified as a primary source of competitive advantage in retailing, influencing customer satisfaction, loyalty, and patronage. Measurement frameworks such as SERVQUAL and the Retail Service Quality Scale (RSQS) assess dimensions including physical aspects, reliability, personal interaction, problem solving, and policy. Given the rapid evolution of e-retailing and technology-mediated services, the development of updated models addressing online environments, automation, and hybrid human–digital interactions is essential.
Czech name
—
Czech description
—

Publication year
2025
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Similar results(10)