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

Journal article


Resnick, Sheilagh, Foster, Carley and Woodall, T. 2014. Exploring the UK high street retail experience: is the service encounter still valued? International Journal of Retail and Distribution Management. 42 (9). https://doi.org/10.1108/ijrdm-05-2013-0090
AuthorsResnick, Sheilagh, Foster, Carley and Woodall, T.
Abstract

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.

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.

Year2014
JournalInternational Journal of Retail and Distribution Management
Journal citation42 (9)
PublisherEmerald Group Publishing
Bingley
ISSN0959-0552
Digital Object Identifier (DOI)https://doi.org/10.1108/ijrdm-05-2013-0090
Web address (URL)http://hdl.handle.net/10545/620715
http://hdl.handle.net/10545/620957
hdl:10545/620957
Publication dates2014
Publication process dates
Deposited09 Nov 2016, 12:52
Deposited22 Nov 2016, 16:38
ContributorsNottingham Trent University
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