Sulek, Joanne M.; Lind, Mary R.; Marucheck, Ann S. - In: Management Science 41 (1995) 11, pp. 1763-1773
The purpose of this research was to investigate the impact of a customer service intervention and store design on store … service intervention which utilized new service standards and customer feedback mechanisms. Moreover, the chain provided a … the predictive fit of the model. The results indicate that both the store design and the customer service intervention had …