7,212 research outputs found

    Exploring the UK high street retail experience: is the service encounter still valued?

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    Purpose: The relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment. Design: Data was gathered from forty customers and twenty staff of an established UK health and beauty retailer with a long standing reputation for personal customer service. A qualitative analysis was applied using both a service quality and a customer value template. Findings: Customers focused more on the utilitarian features of the service experience and less on ‘extraordinary’ aspects, but service staff still perceived that the customer encounter remained a key requisite for successful service delivery. Research implications: Recent environmental developments - involving customers, markets and retail platform structures - are challenging traditional service expectations. Practical Implications: Retailers may need to reassess the role of the service encounter as part of their on-going value proposition. Originality/value: There has been limited research to date on the perception of shoppers to the service encounter in a changing retail environment and to the evolving notions of effort and convenience

    Multivariate Regular Variation on Cones: Application to Extreme Values, Hidden Regular Variation and Conditioned Limit Laws

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    Multivariate Regular Variation on Cones: Application to Extreme Values, Hidden Regular Variation and Conditioned Limit Law

    The Influence of Dependence on Data Network Models of Burstiness

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    The Influence of Dependence on Data Network Models of Burstines

    Limit Laws for Random Vectors with an Extreme Component

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    Limit Laws for Random Vectors with an Extreme Componen

    Point processes associated with stationary stable processes

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    Point processes associated with stationary stable processe

    Activity Rates with Very Heavy Tails

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    Activity Rates with Very Heavy Tail
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