의류소매점의 고객서비스에 관한 연구 = A Study on Customer Service of Apparel Retail Stores

다국어 초록 (Multilingual Abstract)

Customer service has become a key competitive strategy for retail organization in resent years.
Dramatic increases in the number of apparel retail establishments and intensive price competition have driven retailers to seek creative ways to draw and maintain customers.
The retailers merchandise mix is the service mix.
Effective customer service is equated by merchants with the willingness of customer to pay more for products, the opportunity for repeat business, lower advertising costs due to positive word-of-mouth advertising and subsequent increases in bottom-line profits.
From the customers perspective, good customer service means convenient store hours, available parking facilities, attention to customer complaints, product-display facilities, product attention and delivery services, credit systems and the availability of product information and assistance.
Personal selling and knowledgeable sales people remains a competitive strategy for retailer. Department stores and specialty stores are making effective use of personal service, where as discount store, general merchandise stores and factory outlets are making effective use of price service.

목차 (Table of Contents)

• Ⅰ. 서 론
• Ⅱ. 의류상품의 유통구조
• Ⅲ. 의류점포 서비스
• Ⅳ. 결 론
• 참고문헌