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CULTIVATING CORPORATE REPUTATION FROM THE BOTTOM: EVALUATION OF SERVICE ENCOUNTER MANAGEMENT IN LUXURY WATCH MONOBRAND BOUTIQUES
Fabio Duma, Christine Hallier Willi
- 언어ENG
- URLhttps://db.koreascholar.com/Article/Detail/298824
4,000원
초록
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.
키워드
luxuryluxury brand managementluxury brand strategycorporate reputation managementluxury servicesexperiential luxuryservice marketingcustomer-contact employeesfrontline employeesbrand behaviorbehavioral brandingservice quality
저자
