Much has been written by me and others about luxury retail service in China, and in particular changing consumer expectations. It’s a topic of constant discussion in the industry because it’s currently not to a standard that many mangers would like it to be, but to some extent it is driven as much by the consumer, as by the brands. I decided therefore to talk to some expert practitioners in China on the subject, one from the luxury retail sector and one from the hospitality sector, because in five star hotels, service is of a very high standard. I wanted to compare the two different viewpoints, and compare them, so my sincere thanks go to Pisces Huan and Charles Law for their comments and opinions. …

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