Retail Fashion Case Study

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retrieved from this study, is concerned with the provision of promised services in appropriate and reliable ways.
2.5. Impacts of service quality on growth of Retail Fashion Stores
Discussions relating to the influence of service quality has received quiet a consideration over the past decade. Few researchers and scholars (Darian, Tucci and Wiman, 2001; Dabholkar, Thorpe and Rentz, 1996) have sought to establish the effects of different services qualities, ranging from e commerce and online communication with the consumers. Several management theorists have similarly attributed business growth to positive customer satisfaction practices, mainly achievable through appropriate service quality Eugene, Jamie and Baker-Prewitt (2000). In their bid
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Since customer satisfaction is portrayed as the force behind growth, for business to be realised, quality services need to be provided to the customer base. By so doing, satisfaction, loyalty and retention with possible referrals and acquisitions will be instilled on the customers. Nonetheless, though such studies were conducted in the context of fashion industry, which is the case under this study, the market being analysed is the Hong Kong used is very small and thus cannot be used to adequately generalise the findings in the whole fashion industry in the region. To this end, the current study endeavours to fill this gap by incorporating case study approach into the …show more content…
Hence, most fashion organisations operating in the contemporary world have enacted centric customer procedures towards satisfying their consumers. Gomez, McLaughlin and Wittink (2004) for instance consider organisational customers as assets worth maintaining if quality results are to be realised. On these bases, these authors consider customer satisfaction as the underlying processes behind effective quality management. On the other hand, an empirical study conducted by Rahaman, Abdullah, and Rahman (2011) to assess service quality in Bangladesh indicated that in these companies' service quality designs', failures were as a result of the lack of information regarding the needs and preferences of their customers. Such findings accentuate the significance of service quality in probing customer satisfaction in the fashion industry. They represent the essence of maximizing customer satisfaction in a bid to promote growth within this sector of the business world. These studies provide a positive link between service quality and customer satisfaction, providing an undeniable fact of its necessity in the growth of retail fashion firms. Nonetheless, despite the underlying contributions of these studies on the topic of customer satisfaction, using the context of fashion industry in the study

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