Literature Reveiw on customer service
Kingston University
Guildford College
Merrist Wood Campus
Land-Based Top Up
Year 3
Tutor: Sarah Grace
Research Project
Literature Review
Ref No. KTD16
Issued: w/c 29th November 2013
Submission: w/c 30th January 2014
Written by: Amie Richards
Word Count: 1501
Contents: Overview of Literature Review 2.0 4
Overview of the Pet Industry 2.1 5
Service quality theory 3.0 6
How it applies to the Pet Shop Industry 3.1 8
Customer loyalty theory 4.0 9
How it applies to the Pet Shop Industry 4.1 10
Brief overview of Consumer behaviour
Linked to the pet industry 5.0 11
Summary 6.0 12 References 7.0 13
Figures Page No.
Figure 1 Service Concept 6
Figure 2 Servqual Method 7
Figure 3 Zone of Tolerance 7
Figure 4 Customer Loyalty 10
2.0 Overview of Literature Review
A literature review is a “systematic, explicit and reproducible method for identifying, evaluating, and synthesizing the existing body of completed recorded work produced by researchers, scholars, and practitioners” (Fink and Lundqvist et al., 2010). The purpose of this chapter is developing a comprehensive understanding of the topic and theories that surround it.
A review of a literature should draw conclusions and implications for the proposed research programme. The literature review should make clear to the reader just how the proposed research relates to the existing body of literature. (Veal, 1997)
Jesson and Matheson et al., 2012 explained why we do a literature review as an academic task. The literature review is where you show that you are both aware of and can interpret what is already known and where eventually you will be able to point out the contradictions and gaps in existing knowledge.
Guildford College
Merrist Wood Campus
Land-Based Top Up
Year 3
Tutor: Sarah Grace
Research Project
Literature Review
Ref No. KTD16
Issued: w/c 29th November 2013
Submission: w/c 30th January 2014
Written by: Amie Richards
Word Count: 1501
Contents: Overview of Literature Review 2.0 4
Overview of the Pet Industry 2.1 5
Service quality theory 3.0 6
How it applies to the Pet Shop Industry 3.1 8
Customer loyalty theory 4.0 9
How it applies to the Pet Shop Industry 4.1 10
Brief overview of Consumer behaviour
Linked to the pet industry 5.0 11
Summary 6.0 12 References 7.0 13
Figures Page No.
Figure 1 Service Concept 6
Figure 2 Servqual Method 7
Figure 3 Zone of Tolerance 7
Figure 4 Customer Loyalty 10
2.0 Overview of Literature Review
A literature review is a “systematic, explicit and reproducible method for identifying, evaluating, and synthesizing the existing body of completed recorded work produced by researchers, scholars, and practitioners” (Fink and Lundqvist et al., 2010). The purpose of this chapter is developing a comprehensive understanding of the topic and theories that surround it.
A review of a literature should draw conclusions and implications for the proposed research programme. The literature review should make clear to the reader just how the proposed research relates to the existing body of literature. (Veal, 1997)
Jesson and Matheson et al., 2012 explained why we do a literature review as an academic task. The literature review is where you show that you are both aware of and can interpret what is already known and where eventually you will be able to point out the contradictions and gaps in existing knowledge.
References: Balderjahn, I. 1988. Predictors of ecologically responsible consumption patterns an empirical study. Berlin. Dibb, S., Ferrell, O. C., Pride, W. M. and Simkin, L. 2001. Marketing. Boston: Houghton Mifflin. Dictionary.cambridge.org. 2014. pet noun (ANIMAL) - definition in the British English Dictionary & Thesaurus - Cambridge Dictionaries Online. [online] Available at: http://dictionary.cambridge.org/dictionary/british/pet_1?q=pet [Accessed: 29 Jan 2014]. Fink, J., Lundqvist, A. and Lundqvist, A. 2010. Changing relations of welfare. Farnham, Surrey, England: Ashgate. Frazer-Robinson, J. 1999. It 's all about customers!. London: Kogan Page. Humphrey, D. 2011. Customer service. Mason, OH: South-Western Pub. Hunter, M. 2014. 5 Types of Customers - Loyal Customers - Customer Loyalty. [online] Available at: http://sbinfocanada.about.com/od/customerservice/a/customertypesmh.htm [Accessed: 29 Jan 2014]. Jesson, J. K., Matheson, L. and Lacey, F. M. 2012. Doing your literature review. Los Angeles: SAGE. Johnston, R. and Clark, G. 2005. Service operations management. Harlow, England: FT/Prentice Hall. Maitland, O. 2014. Pet Market - 2009 - Executive Summary. [online] Available at: https://www.keynote.co.uk/market-intelligence/view/product/2274/pet-market [Accessed: 29 Jan 2014]. Maslow, A. H. and Stephens, D. C. 2000. The Maslow business reader. New York: Wiley. Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z. and Aslam, N. 2011. Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. Int. J. Bus. Soc. Sci, 2 p. 16. Parasuraman, R. 1985. Varieties of attention. Orlando u.a.: Academic Press. Pfma.org.uk. 2014. Pet Population 2013 - PFMA. [online] Available at: http://www.pfma.org.uk/pet-population [Accessed: 29 Jan 2014]. Pfma.org.uk. 2014. Regional Pet Population 2013 - PFMA. [online] Available at: http://www.pfma.org.uk/regional-pet-population-2013/ [Accessed: 29 Jan 2014]. Reichheld, F. F. 2001. Loyalty rules!. Boston: Harvard Business School Press. Smith, I. 1994. Meeting customer needs. Oxford: Butterworth/Heinemann. Uncles, M. D., Dowling, G. R. and Hammond, K. 2003. Customer loyalty and customer loyalty programs. Journal of consumer marketing, 20 (4), pp. 294--316. Veal, A. J. 1997. Research methods for leisure and tourism. London: Pitman [in association with] Institute of Leisure and Amenity Management. Wang, I. and Shieh, C. 2006. The relationship between service quality and customer satisfaction: the example of CJCU library. Journal of Information and Optimization Sciences, 27 (1), pp. 193--209.