Exploring the UK high street retail experience: is the service encounter still valued?

Hdl Handle:
http://hdl.handle.net/10545/620957
Title:
Exploring the UK high street retail experience: is the service encounter still valued?
Authors:
Resnick, Sheilagh; Foster, Carley ( 0000-0003-2462-5155 ) ; Woodall, T.
Abstract:
Purpose: The relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment. Design: Data was gathered from forty customers and twenty staff of an established UK health and beauty retailer with a long standing reputation for personal customer service. A qualitative analysis was applied using both a service quality and a customer value template. Findings: Customers focused more on the utilitarian features of the service experience and less on ‘extraordinary’ aspects, but service staff still perceived that the customer encounter remained a key requisite for successful service delivery. Research implications: Recent environmental developments - involving customers, markets and retail platform structures - are challenging traditional service expectations. Practical Implications: Retailers may need to reassess the role of the service encounter as part of their on-going value proposition. Originality/value: There has been limited research to date on the perception of shoppers to the service encounter in a changing retail environment and to the evolving notions of effort and convenience.
Affiliation:
Nottingham Trent University
Citation:
RESNICK, S., FOSTER, C. and WOODALL, T., 2014. Exploring the UK high street retail experience: is the service encounter still valued? International Journal of Retail & Distribution Management, 42 (9), pp. 839-859.
Publisher:
Emerald Group Publishing
Journal:
International Journal of Retail & Distribution Management
Issue Date:
2014
URI:
http://hdl.handle.net/10545/620715; http://hdl.handle.net/10545/620957
DOI:
10.1108/ijrdm-05-2013-0090
Additional Links:
http://irep.ntu.ac.uk/6212/; http://dx.doi.org/10.1108/ijrdm-05-2013-0090
Type:
Article
ISSN:
0959-0552
Appears in Collections:
Centre for Business Improvement

Full metadata record

DC FieldValue Language
dc.contributor.authorResnick, Sheilaghen
dc.contributor.authorFoster, Carleyen
dc.contributor.authorWoodall, T.en
dc.date.accessioned2016-11-09T12:52:21Z-
dc.date.accessioned2016-11-22T16:38:00Z-
dc.date.available2016-11-22T16:38:00Z-
dc.date.issued2014en
dc.identifier.citationRESNICK, S., FOSTER, C. and WOODALL, T., 2014. Exploring the UK high street retail experience: is the service encounter still valued? International Journal of Retail & Distribution Management, 42 (9), pp. 839-859.en
dc.identifier.issn0959-0552en
dc.identifier.doi10.1108/ijrdm-05-2013-0090en
dc.identifier.urihttp://hdl.handle.net/10545/620715-
dc.identifier.urihttp://hdl.handle.net/10545/620957-
dc.description.abstractPurpose: The relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment. Design: Data was gathered from forty customers and twenty staff of an established UK health and beauty retailer with a long standing reputation for personal customer service. A qualitative analysis was applied using both a service quality and a customer value template. Findings: Customers focused more on the utilitarian features of the service experience and less on ‘extraordinary’ aspects, but service staff still perceived that the customer encounter remained a key requisite for successful service delivery. Research implications: Recent environmental developments - involving customers, markets and retail platform structures - are challenging traditional service expectations. Practical Implications: Retailers may need to reassess the role of the service encounter as part of their on-going value proposition. Originality/value: There has been limited research to date on the perception of shoppers to the service encounter in a changing retail environment and to the evolving notions of effort and convenience.en
dc.publisherEmerald Group Publishingen
dc.relation.urlhttp://irep.ntu.ac.uk/6212/en
dc.relation.urlhttp://dx.doi.org/10.1108/ijrdm-05-2013-0090en
dc.titleExploring the UK high street retail experience: is the service encounter still valued?en
dc.typeArticleen
dc.contributor.departmentNottingham Trent Universityen
dc.identifier.journalInternational Journal of Retail & Distribution Managementen
dc.publisher.placeBingleyen
dc.identifier.volume42en
dc.identifier.issue9en
dc.identifier.pages839-859en
All Items in UDORA are protected by copyright, with all rights reserved, unless otherwise indicated.