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01.06.2008 | Original Paper

Fighting off the big guys: comparing competitive retail services strategies in industrialized and developing world settings

verfasst von: Bruce R. Klemz, Christo Boshoff, Noxolo-Eileen Mazibuko

Erschienen in: Service Business | Ausgabe 2/2008

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Abstract

As global trends regarding increased mergers and acquisitions continue, small local retailers must learn how to fend off these strong attackers. We assess key services strategies when small-local retailers compete against large-national retailers in industrialized (USA) and developing world (black South African township) retail settings. Of key interest is how theories generated from industrialized world research apply in developing world settings. We found that small retailers fend off large national retailers using virtually identical strategies regardless of the level of economic development.

Vorheriger Artikel Technology strategy and performance: a study of information technology service providers from selected Asian countries

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A perceptions-only scale was utilized in our research rather than the typical SERVQUAL expectations–perceptions difference scores (Parasuraman et al. 1988, 1991). While the expectations–perceptions difference can offer useful guidance for the manager (Parasuraman et al. 1988), the goal of our research is to provide managers with a predictive tool, and previous research has shown that a perceptions-only instrument can offer superior predictive-validity (Cronin and Taylor 1992, 1994; Parasuraman et al. 1994) compared to the expectations–perceptions difference score commonly used in service quality studies based on SERVQUAL. General discussions of the SERVQUAL scale and its reliability and validity are omitted from this research for brevity, however interested readers can find related analyses in Parasuraman et al. (1988, 1991, 1994).

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Titel: Fighting off the big guys: comparing competitive retail services strategies in industrialized and developing world settings
verfasst von: Bruce R. Klemz
Christo Boshoff
Noxolo-Eileen Mazibuko
Publikationsdatum: 01.06.2008
Verlag: Springer-Verlag
Erschienen in: Service Business / Ausgabe 2/2008
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-007-0028-9

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