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Tourism in Ardeche
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Assessing customer-salesperson interactions in a retail chain: differences between city and country retail districts. Article analysis 29/10/03 Framework of article · Background Services are the biggest part of today’s economy. In well-developed countries services state over 70% of GDP. Meanwhile the study of service marketing and quality is very young and still not well developed. That is why authors find this survey interesting. · Service quality In customer-salesperson interactions important is how do customer assess the service quality. This is based on believe that quality is measurable only in the eyes of the customer. From four mentioned ways of measuring service quality authors choose the Parasuraman’s. He separates service quality into five dimensions: v Reliability. The ability to perform the promise service dependably and accurately. v Responsiveness. The willingness to help customers and provide prompt service. v Assurance. The competence of the system and its credibility in providing a courteous and secure service. v Empathy. The approachability, ease of access, and effort taken to understand customers’ needs. v Tangibles. The appearance of physical facilities, equipment, personnel, and communications materials. · The relationship between service quality and customer loyalty For service provider important is customer loyalty. It is so important because the acquisition of new customer is five times more expensive than retention of existing one. Also nowadays companies do not tend to earn one purchase value but customer’s lifetime value.
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Paper Information
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Title: Tourism in Ardeche
Words: 1130
Rating: None
Pages: 4.5
submitted by: Mirela
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