Managing Service Quality to Gain Competitive Advantage in Retail Environment
Managing Service Quality to Gain Competitive Advantage in Retail Environment
Author(s): Sandra JelčićSubject(s): Marketing / Advertising
Published by: UIKTEN - Association for Information Communication Technology Education and Science
Keywords: Service quality; retail; competitive advantage
Summary/Abstract: There are dynamic changes occurring at the retail sale market. There is less emphasized maneuvring space for differentiation. The retailers offer similar assortment of the products with similar prices and quality. This opens more space for differentiation based on providing excellent services. The purpose of this paper is to give an insight into characteristics of retail market of the Federation of Bosnia and Herzegovina. Also, the importance of intensifying researches on service quality in the above-mentioned environment will be emphasized.
Journal: TEM Journal
- Issue Year: 3/2014
- Issue No: 2
- Page Range: 181-186
- Page Count: 6
- Language: English
