A Review of the Service Quality Scales of Retail Stores

摘要

Retail stores belong to service industry, which offer a hybrid of goods and service, thus retail product management not only have the common characters of goods quality but also have the special characters of services quality. This paper focused on the two main quality scales of the retailers: SERVQUAL and RSQS, the former is prevalent in universal business service management, the latter is developed special for retail stores. The applying situations and the limitations of the two scales are concluded respectively. In addition, the paper tracked the domestic research of the retail service quality management, and pointed out the future direction.