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Are we being served? (2001)
Presentation / Conference
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.

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... Read More about Are we being served?.