A Review of the Service Quality Scales of Retail Stores
Retail stores belong to service industry, which offer a hybrid of goods and service, thus retail product management not only have the common characters of goods quality but also have the special characters of services quality. This paper focused on the two main quality scales of the retailers: SERVQUAL and RSQS, the former is prevalent in universal business service management, the latter is developed special for retail stores. The applying situations and the limitations of the two scales are concluded respectively. In addition, the paper tracked the domestic research of the retail service quality management, and pointed out the future direction.
Retail store Service quality SERVQUAL RSQS
WANG Shucui
School of Medicine and Health Management, Hangzhou Normal University, P.R.China, 310036
国际会议
天津
英文
199-203
2009-12-12（万方平台首次上网日期，不代表论文的发表时间）