Citation
(2005), "You get what you pay for!", International Journal of Productivity and Performance Management, Vol. 54 No. 1. https://doi.org/10.1108/ijppm.2005.07954aab.003
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited
You get what you pay for!
A recent research study shows that:
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55 per cent of consumers would pay extra to guarantee better service;
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52 per cent have experienced poor service from a big name retailer in the last year;
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ill-informed staff is the biggest customer service bugbear; and
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young consumers are more demanding, with one in ten 25-34 year olds willing to pay more than 20 per cent extra for improved service.
The research was conducted in May 2004 on behalf of Strategix (a leading European software house, dedicated to the development and rapid deployment of supply chain software) by research specialists TNS. A total of 884 British adults aged 25-64 were surveyed.