Service quality in a retail environment: closing the gaps

Article Abstract:

The level of service quality in the retail industry is examined using the 'Gaps' model developed by Parasuraman and associates. This model measures service quality in terms of five gaps or differences between expectations and perceptions of quality as descibed in the process of service provision and consumption. The model is usedto analyze data on service quality perceptions in five hyperstores that belong to a national retail group. The results not only indicate the gaps between service quality perceptions for this sample, but also suggests ways through which these gaps may be bridged. In addition, some causes of service quality problems are illustrated at the level of operations. These findings may be useful for the practising manager as a framework for monitoring the process of continuous service quality improvement.

Services, Retail industry, Retail trade, Customer service

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As Inevitable as Death: What General Managers Need to Know About Taxing E-Commerce

Article Abstract:

The taxable activities on the Internet are outlined and a simple framework for understanding the issues of Internet taxation is presented. The tax policies of South Africa and the US are summarized and the issue of non-taxation for the Internet is presented.

Management, Taxation, Tax administration and procedure, Tax administration, Electronic commerce, E-commerce

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Defections, discourse and devotion: some propositions on customer desertion, dialogue and loyalty

Article Abstract:

The authors suggest four propositions which could further research about customer loyalty and defection.

Science & research, Customer loyalty

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