When services are offered by small and medium retailers: what is the customer’s perception?
| dc.contributor.author | Narvaiza Cantín, Lorea | |
| dc.contributor.author | Ruiz de Olano Apodaca, David | |
| dc.contributor.author | Campos Granados, José Antonio | |
| dc.contributor.author | Arróniz, Iñigo | |
| dc.date.accessioned | 2026-02-19T16:46:52Z | |
| dc.date.available | 2026-02-19T16:46:52Z | |
| dc.date.issued | 2016 | |
| dc.date.updated | 2026-02-19T16:46:52Z | |
| dc.description.abstract | The concept of servitization or adding services to the existing product offer has been mainly used in the manufacturing sector but little or no attention has been paid to the application of this concept in the retail sector. The purpose of this exploratory research is to measure the perceptions that customers have towards local small and medium retailers regarding the services they offer. We also want to compare the profile of the customers that consider products and services the most important factor when choosing a retailer compared to the rest of the sample. Our findings show that there are a few differences between customers who would prefer more services compared to customers who state that services are not their priority. | en |
| dc.description.abstract | El concepto de servitization o añadir servicios a los productos que ya se venden, se ha utilizado principalmente en el sector manufacturero, pero muy poco o nada a la hora de aplicar este concepto en el sector minorista. El propósito de esta investigación es medir cuáles son las percepciones que tienen los clientes hacia los minoristas con respecto a este nuevo concepto. También hemos comparado el perfil de los clientes que tienen en cuenta los productos y servicios como el factor más importante para elegir un minorista con el resto de la muestra. Nuestros resultados muestran que existen algunas diferencias entre los clientes que prefieren más servicios en comparación con cliente para los que los servicios no son su prioridad. | es |
| dc.identifier.citation | Narvaiza Cantín, L., Ruiz de Olano Apodaca, D., Campos Granados, J. A., & Arróniz, I. (2016). When services are offered by small and medium retailers: what is the customer’s perception? Universia Business Review, 49, 132-145. | |
| dc.identifier.issn | 1698-5117 | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14454/5172 | |
| dc.language.iso | eng | |
| dc.publisher | Universia | |
| dc.subject.other | Servitization | |
| dc.subject.other | Servicedominant logic | |
| dc.subject.other | Customer perception | |
| dc.subject.other | Small and medium retailers | |
| dc.subject.other | Survey | |
| dc.subject.other | Servitization | |
| dc.subject.other | Lógica del servicio dominante | |
| dc.subject.other | Percepción del cliente | |
| dc.subject.other | Pequeños y medianos comercios | |
| dc.subject.other | Encuesta | |
| dc.title | When services are offered by small and medium retailers: what is the customer’s perception? | en |
| dc.title.alternative | Cuando los pequeños y medianos detallistas ofrecen servicios: cuál es la percepción del cliente? | es |
| dc.type | journal article | |
| dcterms.accessRights | open access | |
| oaire.citation.endPage | 145 | |
| oaire.citation.startPage | 132 | |
| oaire.citation.title | Universia Business Review | |
| oaire.citation.volume | 49 | |
| oaire.version | VoR |
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