Managing Service Quality
John Wanamaker, the legendary retailer, once said, “When a customer enters my store, forget me. He is king (Zulker, 1993 p. 3). ” He pioneered the concept of the American department store that turned shopping into an event. He was the first to open an in-store restaurant, installed electric lights and added elevators to his store. He also created February “Opportunity Sales,” July “Midsummer Sales,” […]