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Optimizing on-shelf availability for customer service and profit

Trautrims, Alexander; Grant, David B.; Fernie, John; … - In: Journal of business logistics : JBL 30 (2009) 2, pp. 231-247

Persistent link: https://www.econbiz.de/10003950143

Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships

Juga, Jari; Juntunen, Jouni; Grant, David B. - In: Managing service quality : MSQ ; an international journal 20 (2010) 6, pp. 496-510

Persistent link: https://www.econbiz.de/10008778634

Investigating brand equity of third-party service providers

Grant, David B.; Juntunen, Jouni; Juga, Jari; Juntunen, Mari - In: The journal of services marketing 28 (2014) 3, pp. 214-222

Persistent link: https://www.econbiz.de/10010391432

Research note

Grant, David B.; Fernie, John - In: International Journal of Retail & Distribution Management 36 (2008) 8, pp. 661-672

Purpose – On‐shelf availability (OSA) is a key challenge for all retailers. Items that are out‐of‐stock (OOS) result in customer dissatisfaction; thus OSA/OOS are important customer service issues. Customer reactions to OOS range from product substitution to seeking products elsewhere....

Persistent link: https://www.econbiz.de/10014803380