Article

Managing in-store logistics: a fresh perspective on retail service

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Traditional retailers still insist on using price, product, and promotion as sources of competitive advantage.This emphasis typically ignores the potential of in-store logistics operations in the creation of customer value. A major objective of retail customers is to navigate the retail servicescape in an efficient, convenient, enjoyable and effective manner. In-store logistics operations largely determine how and to what extent the customer may achieve this objective. However, customer-perceived indicators of in-store logistics performance, such as product returns, order information, opening hours, and product availability and accessibility, have been largely ignored in research on retail service. The purpose of this paper is to investigate the role of in-store logistics in determining customer outcomes such as store image, satisfaction and loyalty intentions.

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Ketersediaan

Informasi Detail

Judul Seri

Journal of Service Management

No. Panggil

ATC LO SEM m

Penerbit

Netherlands : Emerald Insight., 2013

Deskripsi Fisik

20 p.

Bahasa

English

ISBN/ISSN

-

Klasifikasi

LO

Tipe Isi

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Tipe Media

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Tipe Pembawa

online resource

Edisi

Vol. 24 No. 2, 2013

Subjek

Service Quality
Retailing
In-store logistics
Store image
Logistics-marketing interface

Info Detail Spesifik

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Pernyataan Tanggungjawab

Janjaap Semeijn

Versi lain/terkait

Lampiran Berkas

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