Service quality in non-grocery distribution: the role of personnel

An analysis of customer service quality to college students as influenced by customer appearance through dress during the in-store shopping process

“…Cristini (1992) observed that for stores such as variety and department stores, where brands of products are not consistent and easy to compare among competitors, competitors differentiate themselves based on the services that are offered. It is likely that services offered by retailers differ based on store type.…”