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Duggal, Ekta
- Retail Store Service Quality: Insights from Indian Retail
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1 Department of Commerce, Motilal Nehru College, South Campus, University of Delhi, Delhi, IN
1 Department of Commerce, Motilal Nehru College, South Campus, University of Delhi, Delhi, IN
Source
Drishtikon: A Management Journal, Vol 6, No 2 (2015), Pagination: 83-100Abstract
Services have surpassed other sectors in terms of contributing to the economic growth and enhancing consumers' lifestyle. Retail in particular is touching new horizons by being organised and modernised. Retail structure has undergone tremendous transformation. Retail has found a prominent place in consumers' life by providing them with enriched experiences. However, the inviting retail sector is not left untouched by the powerful environmental forces. As the modern retail opens up possibilities of profit and expansion, it also carries with it the risks associated with management of complex retail operations and the ever-changing customer needs and demands. Researchers and practitioners have identified service quality as a key to gain competitive superiority and sustain effectively in the marketplace. In this background, the present paper seeks to explore the service quality perceptions across demographics in order to understand the differences among the customer segments and thereby uncover crucial service quality parameters for the retailers to empahsize upon.Keywords
Retail, Service Quality, Customer Loyalty, Hypermarkets.
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- Business and Business Orientation: A Perception Study of 'Insiders' and 'Outsiders'
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Authors
Affiliations
1 University of Delhi, IN
2 Moti Lal Nehru College University of Delhi, IN
1 University of Delhi, IN
2 Moti Lal Nehru College University of Delhi, IN
Source
International Journal of Business Ethics in Developing Economies, Vol 3, No 1 (2014), Pagination: 36-46Abstract
The current time can be described as a period of protests and public anger not only in political space but also against business. A number of business and political misdemeanors have rocked the consciousness of people in different countries. The corporate misdemeanors are unlikely to be outcomes of randomness and confusion prevalent in business systems. This study was undertaken to gauge perception of two integral territories of business - the mangers and consumers. The motivating purpose was to explore perceptions of insiders and outsiders on different facets of their orientation or philosophical underpinnings with respect to shareholders, stockholders, environment, legal compliance, societal interest and ethics. The study found that perceptions on the orientation facets do not differ between the two groups. That is, if managers perceive business to work for profit maximisation so do outsiders. Secondly, the perceptions do not exhibit extreme tendencies. This implies that insiders and outsiders' perceptions concur on the fact that business is neither extremely oriented towards ethics or environment nor has complete disregard for these aspects. This is a positive sign because at least business is not found be completely insensitive to aspects that go beyond conventionally coveted metrics of business performance.Keywords
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- Retail Quality and Relationship Quality: Gender Based Perspective in Retail
Abstract Views :355 |
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Authors
Affiliations
1 Department of Commerce, Motilal Nehru College, Delhi University, New Delhi, IN
2 Delhi University, New Delhi, IN
1 Department of Commerce, Motilal Nehru College, Delhi University, New Delhi, IN
2 Delhi University, New Delhi, IN
Source
International Journal of Marketing and Business Communication, Vol 3, No 3&4 (2014), Pagination: 19-32Abstract
The retail, globally, is one of the fastest growing businesses. India, with the second largest population in the world, offers to be an attractive retail destination for both domestic as well as global retail investors. In the context of growing importance of retail in India, this paper seeks to explore the impact of consumers' gender on quality parameters in modern retail formats. The study employs exploratory and descriptive research methodologies. Customers of both department stores and hypermarkets did not differ significantly in their perceptions of service quality and relationship quality on the basis of gender. The findings of the study have direct implications on development of marketing mix or value creation strategies. The perception based analysis suggests the adoption of a marketing mix based on relevant dimensions to be effective in creating quality and relationships across the two retail formats. The study provides insights into how well the retailers contribute towards customer satisfaction on various service quality and relationship quality parameters. These could be used by store managers in resource allocation in accordance to critical service attributes and in designing strategies for improvement in lacking areas. The research contributes to furthering knowledge on retailing in India and thereby seeks to fill the gap with respect to quality in retail.Keywords
Retail Service Quality, Relationship Quality, Perceptions.References
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- Analysing Relationship Quality Perspectives in Indian Retail
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1 Department of Commerce, Moti Lal Nehru College, Delhi University, New Delhi, IN
1 Department of Commerce, Moti Lal Nehru College, Delhi University, New Delhi, IN
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International Journal on Customer Relations, Vol 2, No 2 (2014), Pagination: 1-8Abstract
Heightened competition and increasing customer sophistication compel marketers to explore sustainable ways of gaining competitive advantage. The dynamics of market forces coupled with information and technology changes makes it difficult for the service organisations to crave a position in the marketplace. Service providers have realised that building and sustaining long-term relations with customers can not only grant success and profits to an organisation but also ensure its survival in a highly competitive environment. In the light of thriving significance of retail services in Indian context,retailers need to invest in customer relationships. Retail relationship quality can prove to be a key element for building and strengthening bonds with customers both at the employee as well as at the store level and thereby create a loyal customer base for firm. The present paper seeks to contribute theoretically and empirically to the literature pertaining to retail relationships by analysing the construct of relationship quality across demographics of modern retail stores in Indian context.Keywords
Customer Relationship Management, Relationship Quality, Retail.References
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- Evolution of Consumption:An Insight into Consumer Derivatives and Marketing Implications
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Authors
Affiliations
1 Motilal Nehru College, University of Delhi, Delhi, IN
1 Motilal Nehru College, University of Delhi, Delhi, IN
Source
PRIMA: Practices and Research in Marketing, Vol 6, No 1&2 (2015), Pagination: 33-38Abstract
Consumers in the market search for a product/brand or something else? The concept of marketing involves identifying and satisfying customer needs and wants. As the dynamics of marketplace and environmental forces show a swift change, customer needs get redefined. The new marketing paradigm aims at comprehending the evolving customer needs and responds by providing a set of experiences to satisfy customers. Marketers strategise the elements of marketing mix in the realm of remarkable experiences where customers are involved at the cognitive as well as emotional level. The customer derives satisfaction out of the holistic experience and this contentment leads to customer loyalty. In the light of the marketing metamorphosis, the present paper seeks to understand the transformation of consumption into experiences.Keywords
Postmodernism, Experience, Experiential Marketing, Customer Engagement, Customer Satisfaction, Customer Loyalty.References
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