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The retail customer

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1991

Abstract

Details how Mann Egerton′s ′Countdown to Excellence′ programme aims to create a superior Customer Oriented Retail Environment within the European motor retailing industry. Profiles the preferences and expectations of Britain′s car drivers, recognizes that consumer behaviour is unpredictable and the main task of both vehicle supplier and dealer is to build brand and customer loyalty. Contends that in an ever more competitive marketplace, the consumer makes their choice based upon ′total ownership experience′.

Keywords

Citation

Martin, R. (1991), "The retail customer", Managing Service Quality: An International Journal, Vol. 1 No. 6, pp. 357-361. https://doi.org/10.1108/09604529110028931

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited