Darian, Jean C.; Tucci, Louis A.; Wiman, Alan R. - In: International Journal of Retail & Distribution Management 29 (2001) 5, pp. 205-213
In the 1990s many companies have acknowledged the critical importance of being customer‐oriented. However, as retailers contemplate the higher costs and higher revenues of increased customer service levels, they need to understand the relative importance to consumers of various aspects of...