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首页> 外文期刊>Journal of retailing and consumer services >An analysis of customer service quality to college students as influenced by customer appearance through dress during the in-store shopping process
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An analysis of customer service quality to college students as influenced by customer appearance through dress during the in-store shopping process

机译：店内购物过程中穿衣打扮对顾客的影响对大学生的顾客服务质量的分析

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摘要

The premise that customer appearance through dress influences customer service quality in retail stores is explored. Research subjects completed instruments designed to measure customer service expectations at a specific retail store of their choice. Then they visited that store three separate times posing as shoppers for the purpose of evaluating customer service quality. Appearances through dress of the research subject (customer) and store type were the independent variables. The dependent variable, quality of customer service, was compared to the previously rated expected customer service level and among customer dress styles. Significant differences were observed between customer expectations of service and service received overall. Furthermore, the level of customer service received by customers differed significantly based on their appearance through dress. Store type also affected the level of customer service offered to customers. Recommendations are provided for retailers who want to offer consistent and positive customer service.
机译：探索了这样的前提，即顾客穿衣打扮会影响零售商店的顾客服务质量。研究对象完成了旨在衡量他们选择的特定零售店中客户服务期望的工具。然后，他们分三次冒充购物者访问了该商店，以评估客户服务质量。研究对象（顾客）的着装和商店类型的外观是自变量。将客户服务质量的因变量与先前评估的预期客户服务水平以及客户着装风格进行了比较。在客户对服务的期望与整体服务之间观察到了显着差异。此外，根据顾客的着装外观，顾客所接受的顾客服务水平也大不相同。商店类型也影响了提供给客户的客户服务水平。为想要提供一致和积极的客户服务的零售商提供了建议。

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