为了找出顾客满意度不足的差距，主要在伍尔沃斯（Woolworths）的背景下寻找关于顾客满意度的重要元素的现有文献。 这项研究将提取有关客户满意度及其对公司销售额的影响的文献，特别是在市场疲软和销售下降的情况下。 文献将是有选择的，并将包括那些有充足的信息和补救措施的细节，在这种情况下被认为是最好的，从而使公司免于失败。 研究将在这些条件下确定不同的因素，这些因素可能会影响公司的销售额和利润，甚至是客户满意度。 所使用的大多数文献将是期刊，书籍和会议记录。 收集的文献将有助于确定伍尔沃斯可能采取的必要行动来阻止衰退并重新恢复其优越地位。
In order to identify the gaps in customer satisfaction deficiency, extant literature about important elements of customer satisfaction will be sought primarily in the context of Woolworths. The research will extract literature about customer satisfaction and its impact on company sales, especially in a weaker market and declining sales. The literature will be selective and will include those that has ample information and details about the remedial action which is considered best during such situations and saves the company from failure. The research will be to identify different factors in such conditions that may have a role in impacting company sales and profits, even customer satisfaction. The majority of literature used will be journals, books and conference proceedings. The literature gathered will support in identifying the necessary actions that is possible for Woolworths to arrest the decline and make a comeback to regain its superior position.