Quality and service quality in retailing

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Quality and service quality in retailing

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Quality and service quality in retailing

Popis výsledku anglicky

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.

Druh

C - Kapitola v odborné knize

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

N - Vyzkumna aktivita podporovana z neverejnych zdroju

Rok uplatnění

2025

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název knihy nebo sborníku

Elgar Encyclopedia of Retailing

ISBN

9781035319695

Počet stran výsledku

3

Strana od-do

403-405

Počet stran knihy

1080

Název nakladatele

Edward Elgar Publishing

Místo vydání

Cheltenham

Kód UT WoS kapitoly

—