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Are we being served?

Bremner, Pauline Ann Mary; Freathy, Paul


Pauline Ann Mary Bremner

Paul Freathy


This paper examines the mismatch between consumer and retailer perceptions of customer service and its potential impact on customer satisfaction. Having examined the main influences and themes from primary research this paper attempts to suggest that there is potential for developing new models of customer service and that different strategic directions to service in menswear retailing can be explored.

Presentation Conference Type Conference Paper (unpublished)
Start Date Jun 27, 2001
Publication Date Jun 29, 2001
Institution Citation BREMNER, P.A.M. and FREATHY, P. 2001. Are we being served? Consumer versus retailers perceptions of customer service expectations within selected menswear stores. Presented at the 11th International European Association for Education and Research in Commercial Distribution (EAERCD) conference 2001 (EAERCD 2001), 27-29 June 2001, Tilburg, Netherlands.
Keywords Consumer; Retailer; Perceptions; Customer service; Customer satisfaction


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