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To browse Academia. South Africa has a highly competitive alcoholic beverage market. All role-players in this market place a huge emphasis on service delivery and customer service, due to the fact that these two aspects can be the determining factors in terms of overall customer satisfaction and on overall business performance.
The main purpose of this study was to evaluate what influence the volume an organisation buys from alcoholic beverage suppliers has on their service quality expectations. The findings of the study indicated that both the high and low-volume customers felt that alcoholic beverage supplying companies had to deliver on all five service delivery dimensions but failed to do so to full satisfaction.
Pelser, T. Alcoholic Beverage suppliers service quality expectations. Theuns Pelser. Theuns Pelser , Jacques Beukes. South African alcoholic beverage suppliers SAABS have to focus their efforts on quality customer service as a means of differentiation. Quality of service is a competitive advantage and serves as a marketing tool for many companies; it also contributes to customer loyalty and retention.
Offering quality service is considered an essential strategy for success and survival in today's competitive business market. A commitment to quality must start from the top of any organisation, be it a service delivery company or a manufacturing or merchandising business, and spiral down to the bottom.