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Title: Service Gap Analysis in Retail Petroleum Industry
Researcher: Wilson, Marie
Guide(s): Rao , S S
Keywords: Analysis
Upload Date: 9-Jun-2014
University: Jawaharlal Nehru Technological University, Hyderabad
Completed Date: 2012
Abstract: In the highly competitive retail sector, the provision and measurement of superior retail service quality is crucial for gaining a newlinesustainable competitive advantage. Service gap is an important strategic weapon in retail contexts, particularly in developing defensive marketing strategies. The measurement of service gap in a retail setting is somewhat different from the measurement of service gap in other pure newlineservice settings. The most widely known and discussed scale for measuring service quality SERVQUAL - has not been successfully newlineadapted and validated in a retail outlet environment. The Retail Service Competencies (RSC) and the service gap exist in service sectors have been validated in the USA, Hong Kong, and Korea, but not in the other newlinecultural settings. Only a limited number of studies have attempted to measure service gap in retail service sectors. newline
Pagination: 232 p.
Appears in Departments:School of Management Studies

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01_title.pdfAttached File53.49 kBAdobe PDFView/Open
02_declaration.pdf59.04 kBAdobe PDFView/Open
03_certificate.pdf61.65 kBAdobe PDFView/Open
04_acknowledgement.pdf61.73 kBAdobe PDFView/Open
05_abstract.pdf69.06 kBAdobe PDFView/Open
06_contents.pdf79.68 kBAdobe PDFView/Open
07_abbreviations.pdf61.19 kBAdobe PDFView/Open
08_chapter 1.pdf56.1 kBAdobe PDFView/Open
09_chapter 2.pdf188 kBAdobe PDFView/Open
10_chapter 3.pdf84.61 kBAdobe PDFView/Open
11_chapter 4.pdf109.63 kBAdobe PDFView/Open
12_chapter 6.pdf613.41 kBAdobe PDFView/Open
14_bibliography.pdf128.32 kBAdobe PDFView/Open
15_appendix.pdf119.83 kBAdobe PDFView/Open

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