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
Pages: 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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