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零售新物种商业模式下传统超市服务质量提升策略——以M超市为例

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摘要 零售新物种通过“超市+餐厅”跨界多业态经营的创新商业模式,能够达到提升客户购物体验感的目的。论文从线上线下获取M超市的调查数据,采用SERVQUAL模型评价传统超市M超市的服务质量,评价结果显示,超市的顾客总体满意度不高。借鉴零售新物种商业模式,论文从人、货、场角度指出M超市存在的问题,提出创新运营模式、产品组合创新、优化消费场景等提升M超市服务质量的策略。
作者 张成龙
机构地区 广东培正学院
出处 《中小企业管理与科技》 2022年第12期94-96,共3页 Management & Technology of SME
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