ANALISYS OF CUSTOMER SERVICE LEVEL PROVIDED TO SMALL BUSINESS RETAILERS IN THE FOOD INDUSTRY
Keywords:
Distribuição física, Nível de serviço, Fatores determinantes, Pequenas Empresas.Abstract
This paper presents the results of a study which investigates the logistics and marketing attributes of customer service. The results came from an exploratory survey applied to 340 small grocery retailers active in an urban area of 480,000 inhabitants. The final sample was 201 companies. Statistical analysis was carried out using the SPSS. The collected data allowed for the identification and evaluation of the importance level small retailers give to a group of top attributes of customer service. The data were investigated through factorial analysis and made it possible to measure the contribution of each factor. The results offer support to strategic evaluation of the competitive position of grocery vendors’ companies, whose determinants could contribute to external environment information monitoring system.Downloads
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Published
2007-12-14
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How to Cite
ANALISYS OF CUSTOMER SERVICE LEVEL PROVIDED TO SMALL BUSINESS RETAILERS IN THE FOOD INDUSTRY. (2007). INMR - Innovation & Management Review, 4(2), 82-99. https://www.revistas.usp.br/rai/article/view/79082