Metrika članka

  • citati u SCindeksu: 0
  • citati u CrossRef-u:0
  • citati u Google Scholaru:[=>]
  • posete u poslednjih 30 dana:6
  • preuzimanja u poslednjih 30 dana:5
članak: 2 od 38  
Back povratak na rezultate
Anali Ekonomskog fakulteta u Subotici
2018, br. 39, str. 75-88
jezik rada: srpski
vrsta rada: naučni članak
doi:10.5937/AnEkSub1839075G
Dostupnost proizvoda u kontekstu kvaliteta usluge maloprodavca
Univerzitet u Novom Sadu, Ekonomski fakultet, Subotica

e-adresa: agrubor@ef.uns.ac.rs, milicevic.nikola@ef.uns.ac.rs, djokicn@ef.uns.ac.rs

Sažetak

U uslovima sve izraženije konkurencije, maloprodavci nastoje da unaprede kvalitet svojih usluga kako bi zadovoljili rastuće potrebe kupaca. U skladu s tim, akcenat je potrebno staviti i na dostupnost proizvoda, koja predstavlja jedan od indikatora nivoa maloprodajne usluge. Pri tome, dostupnost proizvoda se najčešće dovodi u vezu s pouzdanošću usluge maloprodavca. S povećanjem nivoa dostupnosti proizvoda, kupcima se olakšava proces kupovine, što se pozitivno može odraziti na nivo njihove satisfakcije. Iz navedenih razloga, u radu je istražena dostupnost proizvoda u funkciji kvaliteta maloprodajne usluge. Primenjen je RSQS model, pri čemu je analizirano pet osnovnih dimenzija (fizički aspekt, pouzdanost, interakcije, rešavanje problema i politike). Rezultati su pokazali da su sve dimenzije značajne za kvalitet maloprodajne usluge, uključujući i pouzdanost, koja se delom reflektuje i kroz dostupnost proizvoda.

Ključne reči

Reference

Andersen Consulting (1996) Where to look for incremental sales gain: The retail problem of out of-stock. The Coca-Cola Research Council
Anderson, E.T., Fitzsimons, G.J., Simester, D. (2006) Measuring and Mitigating the Costs of Stockouts. Management Science, 52(11): 1751-1763
Ayers, J.B. (2001) Handbook of supply chain management. New York: StLucie Press
Becker, J., Klein, K., Wetzels, M. (2012) Hierarchical Latent Variable Models in PLS-SEM: Guidelines for Using Reflective-Formative Type Models. Long Range Planning, 45(5-6): 359-394
Bloomberg, D.J., LeMay, S., Hanna, J.B. (2006) Logistika. Zagreb: MATE
Bouzaabia, R., Bouzaabia, O., Capatina, A. (2013) Retail logistics service quality: a cross‐cultural survey on customer perceptions. International Journal of Retail & Distribution Management, 41(8): 627-647
Campo, K., Gijsbrechts, E., Nisol, P. (2000) Towards understanding consumer response to stock-outs. Journal of Retailing, 76(2): 219-242
Cottet, P., Lichtlé, M.C., Plichon, V. (2006) The role of value in services: a study in a retail environment. Journal of Consumer Marketing, 23(4): 219-227
Dabholkar, P.A., Thorpe, D.I., Rentz, J.O. (1996) A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1): 3-16
Dana, J.D., Petruzzi, N.C. (2001) Note: The Newsvendor Model with Endogenous Demand. Management Science, 47(11): 1488-1497
ECR AP (2012) On shelf availability in Asia Pacific, Asia Pacific region: Efficient consumer response Asia Pacific: Accenture, Unilever and Diageo
Ehrenthal, J.C.F., Gruen, T.W., Hofstetter, J.S. (2014) Value attenuation and retail out-of-stocks. International Journal of Physical Distribution & Logistics Management, 44(1/2): 39-57
Goldfarb, A. (2006) The medium-term effects of unavailability. Quantitative Marketing and Economics, 4(2): 143-171
Grewal, D., Levy, M. (2007) Retailing research: Past, present, and future. Journal of Retailing, 83(4): 447-464
Gruen, T., Corsten, D., Bharadwaj, S. (2002) Retail out-of-stocks: A worldwide examination of extent, causes and consumer responses. GMA
Gruen, T.W., Corsten, D. (2007) A comprehensive guide to retail out-of-stock reduction in the fast-moving consumer goods industry. GMA
Gudehus, T., Kotzab, H. (2009) Comprehensive logistics. Hamburg: Springer
Gupta, S., Sharma, D. (2014) Dimensions of retail service convenience in emerging market settings - a qualitative investigation. Journal of Services Research, 14(1); 99-122
Hair, J.F., Sarstedt, M., Ringle, C.M., Mena, J.A. (2012) An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3): 414-433
Henseler, J., Ringle, C.M., Sarstedt, M. (2015) A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1): 115-135
Khare, A. (2013) Retail service quality in small retail sector: the Indian experience. Facilities, 31(5/6): 208-222
La, L.B.J., Masters, J.M. (1994) Emerging Logistics Strategies. International Journal of Physical Distribution & Logistics Management, 24(7): 35-47
Mentzer, J.T., Flint, D.J., Hult, G. T.M. (2001) Logistics Service Quality as a Segment-Customized Process. Journal of Marketing, 65(4): 82-104
Musalem, A., Olivares, M., Bradlow, E.T., Terwiesch, C., Corsten, D. (2010) Structural Estimation of the Effect of Out-of-Stocks. Management Science, 56(7): 1180-1197
Roca, B. (2004) Marketing logistika. Bački Petrovac: Kultura
Roland Berger Consultants (2003) ECR - optimal shelf availability. ECR Europe
Scalco, R.A., de Oliveira, S., da Fonseca, C.A. (2014) Assessment of service quality in the section of fruits and vegetables in retail formats. Organizações Rurais & Agroindustriais, 16(1); 1-13
Stank, T.P., Goldsby, T.J., Vickery, S.K., Savitskie, K. (2011) Logistics service performance: estimating its influence on market share. Journal of Business Logistics, 24(1): 27-55
Stiakakis, E., Georgiadis, C.K. (2009) E‐service quality: comparing the perceptions of providers and customers. Managing Service Quality: An International Journal, 19(4): 410-430
Ton, Z., Raman, A. (2010) The Effect of Product Variety and Inventory Levels on Retail Store Sales: A Longitudinal Study. Production and Operations Management, 19(5): 546-560
Trautrims, A., Grant, D.B., Fernie, J., Harrison, T. (2011) Optimizing on-shelf availability for customer service and profit. Journal of Business Logistics, 30(2): 231-247
Verhoef, P.C., Sloot, L.M. (2006) Out-of-Stock: Reactions, Antecedents, Management Solutions, and a Future Perspective. u: Krafft, Manfred; Mantrala, Murali K. [ur.] Retailing in the 21st Century, Berlin/Heidelberg: Springer Nature, str. 239-253
Wild, T. (2002) Best Practice in Inventory Management. Hoboken: John Wiley & Sons