Service quality in a retail channel system

Abstract

Focuses on quality service issues as they relate to channel retail systems, providing insights into the type of channel systems rewards that are given to distributors that produce superior service quality, and providing insights into the determinants of service quality in retail channel systems. Examines the relationship between retailers and consumers in the consumer beverage industry. Provides implications for managers and researchers.

Citation

Glynn Mangold, W. and Faulds, D.J. (1993), "Service quality in a retail channel system", Journal of Services Marketing, Vol. 7 No. 4, pp. 4-10. https://doi.org/10.1108/08876049310047698