Augmented retail services: the lifetime value of affection
Article Abstract:
The process of creating patronage and the use of service augmentation to build loyalty for a retail establishment are discussed. Customers need to be delighted beyond their expectations to make them recommend a store. Customer delight can be delivered through service augmentation which is the responsibility of everybody in the retail operation. Patronage loyalty is developed on both past unexpected delightful experiences and future expectations.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 1996
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Could co-op advertising be a manufacturer's counterstrategy to store brands?
Article Abstract:
The role of cooperative advertising program in addressing harmful effects of private label introduction by retailer and manufacturer is presented.
Publication Name: Journal of Business Research
Subject: Business, general
ISSN: 0148-2963
Year: 2006
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