| Publication type: | Conference paper |
| Type of review: | Peer review (abstract) |
| Title: | Cultivating corporate reputation from the bottom : evaluation of service encounter management in luxury watch monobrand boutiques |
| Authors: | Duma, Fabio Hallier, Christine |
| DOI: | 10.15444/GFMC2015.05.06.01 |
| Proceedings: | 2015 Global Fashion Management Conference at Florence Proceedings |
| Page(s): | 793 |
| Pages to: | 797 |
| Conference details: | Global Fashion Management Conference, Florence, Italy, 25-28 June 2015 |
| Issue Date: | 2015 |
| Publisher / Ed. Institution: | Global Alliance of Marketing & Management Associations |
| ISSN: | 2288-825X |
| Language: | English |
| Subjects: | Luxury; Luxury brand management; Luxury brand strategy; Corporate reputation management; Luxury service; Experiential luxury; Service marketing; Customer-contact employee; Frontline employee; Brand behavior; Behavioral branding; Service quality |
| Subject (DDC): | 658.8: Marketing management |
| Abstract: | Attitude and ability of frontline employees in customer interaction influence company reputation. Since respective theory is scarce, this paper – based on a qualitative interview study – presents an examination of the status quo of the topic in luxury watch retail. Theories of service quality, identity and impression management are briefly addressed. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/16560 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Management and Law |
| Organisational Unit: | International Management Institute (IMI) |
| Appears in collections: | Publikationen School of Management and Law |
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Duma, F., & Hallier, C. (2015). Cultivating corporate reputation from the bottom : evaluation of service encounter management in luxury watch monobrand boutiques [Conference paper]. 2015 Global Fashion Management Conference at Florence Proceedings, 793–797. https://doi.org/10.15444/GFMC2015.05.06.01
Duma, F. and Hallier, C. (2015) ‘Cultivating corporate reputation from the bottom : evaluation of service encounter management in luxury watch monobrand boutiques’, in 2015 Global Fashion Management Conference at Florence Proceedings. Global Alliance of Marketing & Management Associations, pp. 793–797. Available at: https://doi.org/10.15444/GFMC2015.05.06.01.
F. Duma and C. Hallier, “Cultivating corporate reputation from the bottom : evaluation of service encounter management in luxury watch monobrand boutiques,” in 2015 Global Fashion Management Conference at Florence Proceedings, 2015, pp. 793–797. doi: 10.15444/GFMC2015.05.06.01.
DUMA, Fabio und Christine HALLIER, 2015. Cultivating corporate reputation from the bottom : evaluation of service encounter management in luxury watch monobrand boutiques. In: 2015 Global Fashion Management Conference at Florence Proceedings. Conference paper. Global Alliance of Marketing & Management Associations. 2015. S. 793–797
Duma, Fabio, and Christine Hallier. 2015. “Cultivating Corporate Reputation from the Bottom : Evaluation of Service Encounter Management in Luxury Watch Monobrand Boutiques.” Conference paper. In 2015 Global Fashion Management Conference at Florence Proceedings, 793–97. Global Alliance of Marketing & Management Associations. https://doi.org/10.15444/GFMC2015.05.06.01.
Duma, Fabio, and Christine Hallier. “Cultivating Corporate Reputation from the Bottom : Evaluation of Service Encounter Management in Luxury Watch Monobrand Boutiques.” 2015 Global Fashion Management Conference at Florence Proceedings, Global Alliance of Marketing & Management Associations, 2015, pp. 793–97, https://doi.org/10.15444/GFMC2015.05.06.01.
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