Naslov
The problem of quality in the retail industry

Autori
Knego, Nikola

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Annals of DAAAM for 1999 & Proceedings of The 10th International DAAAM Symposium “"Inteligent manufacturing & automation : past-present-future”" / - Beč : University of Technology, 1999, 255-257

Skup
International DAAAM Symposium “"Inteligent manufacturing & automation : past-present-future”" (10 ; 1999)

Mjesto i datum
Opatija, Hrvatska, 21.10.1999. - 23.10.1999

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
: quality; retail industry; service features; store characteristics; employee characteristics

Sažetak
The paper looks into the problem of quality in the retail industry, which represents a significant segment in the economy of every country. This significance is particularly emphasized if the retail industry is approached extensively. The retail industry comprises all those activities included in the sale of products and services to the end customer. There are many factors which influence product or service quality in the retail industry. The reason for concerning ourselves with quality in retailing is that it influences an increase in the level of customer satisfaction with such products or services. Quality is one of the significant elements pertinent to retail firm’s achieving and maintaining permanent success. Concernin top-quality firms, substantial capital and not quality is their problem. A retail firm’s general outlook towards quality is determined by the view taken by its management. Top managers have a crucial role in shaping the relationship of its workforce towards the quality which the firm extends to customers

Izvorni jezik
Engleski

POVEZANOST RADA