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The Service Imperative in the Retailing Industry

In: Service Management

Author

Listed:
  • Minjeong Kim

    (Oregon State University)

  • Jay Kandampully

    (The Ohio State University)

Abstract

Services permeate our everyday lives. Within the past 24 h, you might have listened to the radio; watched television; gone to the cinema; taken a trip on a plane, cab or bus; made or received a phone call; consumed a restaurant meal; used a bank or ATM; visited a gym; attended a sporting event; visited a doctor, dentist, or lawyer; had dealings with an insurance agency; bought groceries; purchased a book, magazine, or newspaper; filled a car with gas; used electricity and water for personal needs; and so on. In all of these instances, services and products from various firms are consumed through a process of exchange (between the consumer and the provider) that is commonly referred to as ‘retailing’.

Suggested Citation

  • Minjeong Kim & Jay Kandampully, 2012. "The Service Imperative in the Retailing Industry," Springer Books, in: Jay Kandampully (ed.), Service Management, chapter 0, pages 7-24, Springer.
    • Handle: RePEc:spr:sprchp:978-1-4614-1554-1_2
    DOI: 10.1007/978-1-4614-1554-1_2
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    Cited by:

    1. Chuah, Stephanie Hui-Wen & Marimuthu, Malliga & Kandampully, Jay & Bilgihan, Anil, 2017. "What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 124-136.

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