CVS

As retail chains expand, the outlets' physical attributes (for example, convenient locations) and general retail offerings (for example, merchandise price and quality) lose their discriminating power. Could consumers, then, use services to differentiate between retailers? A survey of consumers identifies service activities and communication initiatives as prime determinants of retail loyalty. The implications for retailers facing similar environmental and competitive circumstances are discussed. Suggestions for further research are advanced and an invitation for cooperative investigation is extended.

For many years, Singapore has been promoted and has come to be perceived as a shopper's paradise for both residents and visitors. Its wide ...