... for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations. Design/methodology/approach A multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services...

...John Murray; Jonathan Elms; Mike Curran Purpose The delivery of high-quality service is critical for the success, or otherwise, of many retailers. However, despite calls to examine the efficacy of the dimensions of quality in different service contexts, it is still largely unknown how dimensions...

...Christian Fuentes; Cecilia Fredriksson Purpose – The purpose of this paper is to explore, illustrate, and conceptualize how sustainability service is performed and the role it plays in the promotion of sustainable consumption. Design/methodology/approach – Theoretically, this paper takes...

...Bill Merrilees; Dale Miller The nature of retail service varies from personal service to the provision of greater ambience. Indeed, anything that adds value to the merchandise itself can be considered part of the service provided by the retailer. The focus of this paper is on that part of retail...

... personnel’s perceptions of elderly consumers’ marketplace preferences and satisfaction were significantly different from those reported by elderly consumers. In addition to the theoretical implications, findings provide retailers with valuable information for improving their service to elderly consumers...

...Ruth A. Schmidt; Roger Sapsford Using two complementary ideographic approaches, investigates the impact of the servicescape on women′s experience of the public house service encounter. Preliminary findings from both the focus group and the in‐depth interviews conducted indicate that women perceive...

.... Seeks views on process improvement and priority business areas, to establish the extent of compatibility between retailer goals and the TQM approach. Considers the potential use of TQM as a means of driving quality improvement in the light of theory, experience and the survey. Retailing Service TQM...

... IT Organizational change Service VOLUME 21 NUMBER 2 1993 Empowerment in Retailing John L Thompson School of Accountancy, Law and Management, University of Huddersfield, Huddersfield, UK INTRODUCTION Effective strategic management implies a congruency of environment, values and resources (EVR congruence), (see...