International Journal of Retail & Distribution Management: Volume 22 Issue 5

European Retailing: : Convergences, Differences and Perspectives

Andre Tordjman

Argues that convergent trends in environmental evolution have led toconvergent swings towards structural changes in the European retailingmarket. However, substantial differences…

Tourists′ Perceptions of Service in Shops: : Japanese Tourists in Australia

Yvette Reisinger, Robert Z. Waryszak

Presents the results of an exploratory study on Japanese tourists′perceptions of service quality in Australian shops. Eight areas ofservice were examined: the shop assistants�…

The Role of Customer‐contact Personnel in the Marketing of a Retail Bank′s Services

Craig C. Julian, B. Ramaseshan

Examines the role and importance of customer‐contact personnel in themarketing of a bank′s financial services and the importance of customerservice in retail banking…

Importance‐Performance Analysis: : A Case Study in Restaurant Positioning

John C. Keyt, Ugur Yavas, Glen Riecken

Presents an application of importance‐performance analysis. Usingrestaurants as a case in point, illustrates the derivation of a modifiedimportance‐performance matrix. The…