1. How do customers evaluate the quality of a store?

Lasa Mart Stores is one of the premier home textiles and food stores chain in India and other countries. It oper- ates through over 150 stores, employs over 15,000 people, and has annual turnover of 1.5 billion. It is known for its high product quality and excellent services. It has evolved over a last decade into a successful organization. In fact, Lasa is doing exceptionally well at grocery chains all over its stores. It sends the representatives to its stores for a first hand look at operations. LASA DIVISIONS Most of the company's stores are of 50,000 square feet space, double the size of average supermarkets. A super- store typically employs 200-300 employees. Individual stores differ somewhat in terms of actual size and some special features. The stores have large bakery and produce sections. They also offer pharmacy, a card shop and video rentals. In-store floral shops range in size up to 500 square feet of space, and offer a wide variety of fresh- cut flowers, and varieties of plants. In-store card shops cover over 600 square feet of floor space. The bulk food department provides foodstuffs. Each store is different from others. Among, the special features in some stores are a dry cleaning department and a salad bar. Some have a coffee and food shop, each devoted to preparing and serving a certain type of food. Customers face great difficulty in choosing what to order. In several affluent locations, customers can take a break on their way home from work and choose from freshly prepared dinner entrees. Shoppers can enjoy regular or specialty coffee and a variety of tempting pastries.