| Autor: |
HARP, SHELLEY S., HORRIDGE, PATRICIA E., STRICKLER, SUSAN C. |
| Zdroj: |
Journal of Consumer Studies & Home Economics; 1990, Vol. 14 Issue 1, p87-100, 14p |
| Abstrakt: |
Eliminating the criticism levelled towards customer service in retail firms is a current consumer/marketing issue. Customer satisfaction encompasses factors such as sales service and first impression. Research focusing on variables pertaining to emotional labour has the potential of increasing sales productivity and consumer satisfaction. This study represents an exploratory attempt to determine if relationships exists between customer appearance and first impressions and sales service. Results of the study suggest that the potential exists for apparel to influence sales associate customer evaluations as a positive association was found between sales service and first impression. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
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