Parikalpana: KIIT Journal of Management

Swaroop Mohanty ¹, P. C. Panda ²

Affiliations
1 Sri Sri University, Cuttack, Odisha, IN
2 KSOM, KIIT University, Bhubaneswar, Odisha, IN

Abstract

The positive interactions between the purchasers and front line employees help them in reworking with the skeptical folks into robust and committed complete followers or customers. The solution lies in the activity and standard of services provided at the instant of discussion that is one of the precise moments, once your employee interacts with a client. This paper relies on the study by personal interview and survey of the purchasers (respondents), dispensed in and around the malls, housing organized retailers of food product, apparels, fast-paced trade goods and durable goods in capital region of Odisha. This survey brings out on however {the clients |the purchasers |the shoppers} approach the distributor for getting customer service, while experiencing the role of technology usage in client services etc. However, typically the retailers are able to meet the expectations of the purchasers.

Keywords

Technology, Waiting Time of Customers, Customer Expectations, Customer Service, Customer’s Perception, Retail, CRM.

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