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Home sewers' and fabric store managers' expectations of fabric store sales personnel's product knowledge, education, and experience

Creator:

Hughes, Heidi P.

Abstract:

Previous research suggests that fabric store customers are not satisfied with the service provided in fabric stores. According to the EBM consumer behavior model (Engle, Blackwell, Miniard, 1986) and Oliver's consumer satisfaction/dissatisfaction model (1981), fabric store customers' dissatisfaction may be a result of their unfulfilled service expectations. The purpose of...

Resource Type:

Masters Thesis