This study examines the management of service qua lity in fashion retail operation. The human resources processes leading to external service quality are consolidated into a quality management framework. With refer...This study examines the management of service qua lity in fashion retail operation. The human resources processes leading to external service quality are consolidated into a quality management framework. With reference to the framework, the factors, their importance and relationships within each process are established by the responses of practicing salespersons. A clear picture of the underlying management mechanisms leading to strong sales forces and service quality are produced. Retail management is required to better establish and manage the human resource.展开更多
文摘This study examines the management of service qua lity in fashion retail operation. The human resources processes leading to external service quality are consolidated into a quality management framework. With reference to the framework, the factors, their importance and relationships within each process are established by the responses of practicing salespersons. A clear picture of the underlying management mechanisms leading to strong sales forces and service quality are produced. Retail management is required to better establish and manage the human resource.
