Author(s): R. Mugesh Kannan, M. Sharmila Devi
Retailing has been the maximum potential detail for advertising wherein the service encounters closing patrons who trade prices for the item as a result sanctioning the very lifestyles of the industry. The retail industry is the final hyperlink in the distribution chain and its efforts to create calls for and fulfill desires to create avenues for financial pastime. Retailing as an industry is simple, to begin with comparatively limited capital, as well as the minimum groundwork needed. The purpose of this study is to analyze the effect of perceived service stumble on service satisfaction and customer loyalty. Quota Sampling was applied the select 663 sample respondents from selected cities based on their family numbers. The current study aims to contribute to the increasing pool of knowledge on customers’ acknowledgment of service encounters. According to commercial practitioners, the size of an employee who comes upon excellence is crucial for several motives. First, if employees stumble upon a high-range, the device might be used as a benchmarking device for service providers to compare their service provision against that of the competition. The research from various angles tries to bring about the association between service encounters and customer loyalty in the retail sector. The literature endorsed by several experts brings forward the importance of service encounters, a detailed understanding of the retail sector, and the long-lasting impact on customer loyalty. The customer opinion on the same has been analyzed, and results assessed, and accordingly, recommendations devised for the improvement of service encounters over the long run.