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An assessment of departmental store service effectiveness using a modified SERVQUAL approach
Kasturi Naik • Srini. R. Srinivasan
Volume 09 Issue 2 · 16 May 2015
Retail Industry is likely to be the next big thing for services in this decade. The industry is very diverse, with several sub-segments, each displaying its own unique characteristics. The retail players need to be exce…