Turn Fit Help Into Service Quality
Apply SERVQUAL dimensions to improve a high-touch sporting-goods fitting interaction.
A good fit is not only correct; it has to feel trustworthy. SERVQUAL is practical on a sporting-goods floor because the customer is buying future performance. A shoe has to hold up during practice. A helmet has to protect. A glove has to break in. A brace has to support without cutting circulation. Since the customer cannot fully verify those outcomes at the counter, they read the service process as evidence. Reliability Do the same essential checks every time: measure, rule-check, fit-check, and document exceptions. Assurance Explain the reason behind the recommendation in plain language: this heel movement is normal,…
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