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Volume 21, Issue 2
1 February 1993
This article was originally published in
Retail and Distribution Management
Retail and Distribution Management Cover Image for Volume 21, Issue 2
Research Article| February 01 1993

RETAILING SERVICES: A CASE STUDY OF THE CHANGING SERVICE EXPERIENCE IN BETTING SHOPS Available to Purchase

Peter Jones
Peter Jones
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 2396-9083
Print ISSN: 0307-2363
© MCB UP Limited
1993
Retail and Distribution Management (1993) 21 (2)
https://doi.org/10.1108/09590559310028013

Provides a case study of the changing service experience in the UK′s betting shops. Outlines the basic elements in the service experience and examines the changes in both the facilities and quality of betting shop environments and in the interpersonal components of the service encounter.

Keywords:
Betting, Customer service, Gambling business, Service quality, Training techniques
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© MCB UP Limited
1993
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