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Aug
2013

Cause or affect?

The results indicated great opportunities for improvement, and a wide variation of service standards across all the stores assessed. The findings were shared and discussed with many HR and training heads from the brands concerned, and those subsequent discussions have led us to consider the ‘cause and affect’ phenomenon. Is the retail service quality the cause of consumer expectations towards service in luxury stores i.e. consumers are the affect, or is consumer attitude and behaviour the cause, and the actual service delivered in luxury stores the affect of this? …

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