The Service Imperative in the Retailing Industry

Minjeong Kim (minjeong.kim@oregonstate.edu) and Jay Kandampully (kandampully.1@osu.edu)
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Minjeong Kim: Oregon State University
Jay Kandampully: The Ohio State University

Chapter Chapter 2 in Service Management, 2012, pp 7-24 from Springer

Abstract: 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’.

Keywords: Supply Chain; Supply Chain Management; Baby Boomer; Retail Sale; Electronic Data Interchange (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1007/978-1-4614-1554-1_2

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