IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v33y2013i3-4p337-351.html
   My bibliography  Save this article

Measuring and managing service performance of luxury stores: development of a balanced scorecard

Author

Listed:
  • Marcella Ehbauer
  • Ronja Gresel

Abstract

Customer satisfaction through service excellence has long been a neglected topic in luxury stores. Today, however, luxury firms need to differentiate themselves at the point of sale by reinventing and restructuring their service offers. An optimal and brand-consistent service performance can only be ensured by a structured management approach. This paper aims at developing a balanced scorecard for the optimal management of the service in luxury fashion stores. The findings are drawn from literature analysis and are empirically validated by semi-structured interviews with German and Swiss industry experts of global luxury brands. The presented scorecard builds the first scholarly performance management tool that is adapted to the particularities of the luxury market.

Suggested Citation

  • Marcella Ehbauer & Ronja Gresel, 2013. "Measuring and managing service performance of luxury stores: development of a balanced scorecard," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 337-351, February.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:337-351
    DOI: 10.1080/02642069.2013.747517
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2013.747517
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2013.747517?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jean-Noël Kapferer, 1992. "Die Marke, Kapital des Unternehmens," Post-Print hal-00788645, HAL.
    2. Jean-Noël Kapferer & Vincent Bastien, 2009. "The Luxury Strategy: Break the Rules of Marketing to Build Luxury Brands," Post-Print hal-00786813, HAL.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Service productivity: a systematic review of a dispersed research area," Management Review Quarterly, Springer, vol. 74(3), pages 1249-1281, September.
    2. Cervellon, Marie-Cécile & Poujol, Juliet F. & Tanner, J.F., 2019. "Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 191-201.
    3. Marie-Cécile Cervellon & Fanny-Juliet Poujol & John F. Tanner Jr, 2019. "Judging by the wristwatch: Salespersons’ responses to status signals and stereotypes of luxury clients," Post-Print hal-03122118, HAL.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nadler, Sabrina & Rennhak, Carsten, 2011. "Emotional Branding in der Automobilindustrie: ein Schlüssel zu langfristigem Markenerfolg?," Reutlingen Working Papers on Marketing & Management 2009-05, Reutlingen University, ESB Business School.
    2. Zaif Alexandra & Cerchia Alina Elena, 2019. "The Importance of Integrating Digital Marketing within the Sales Strategy of Luxury Brands," Risk in Contemporary Economy, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, pages 119-127.
    3. Nickel, Rüdiger-Waldemar, 2006. "Der Markenwert: Ermittlung, Bilanzierung, Auswirkungen von IFRS," Wismar Discussion Papers 05/2006, Hochschule Wismar, Wismar Business School.
    4. Megehee, Carol M. & Spake, Deborah F., 2012. "Consumer enactments of archetypes using luxury brands," Journal of Business Research, Elsevier, vol. 65(10), pages 1434-1442.
    5. Sander, Matthias, 1994. "Der Wert internationaler Marken: Ein Ansatz zu seiner Bestimmung auf Basis der hedonischen Theorie," Tübinger Diskussionsbeiträge 35, University of Tübingen, School of Business and Economics.
    6. Boukis, Achilleas & Christodoulides, George & Semaan, Rania W. & Stathopoulou, Anastasia, 2024. "What drives consumers towards shared luxury services? A comparison of sequential versus simultaneous sharing," Journal of Business Research, Elsevier, vol. 177(C).
    7. Regine Kalka & Katharina Juliana Schmidt, 2012. "The Identity Oriented Brand Leadership Concept in the Insurance Business: Results of an Exploratory Empirical Study [Identitätsorientierte Markenführung im Dienstleistungsbereich am Beispiel der Ve," Duesseldorf Working Papers in Applied Management and Economics 21, Duesseldorf University of Applied Sciences.
    8. Cesare Amatulli & Giovanni Pino & Manuela Iodice & Robert Cascio, 2016. "Linguistic and Symbolic Elements in Luxury Fashion Advertising: A Qualitative Analysis," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(9), pages 265-265, August.
    9. Koivisto, Elina & Mattila, Pekka, 2020. "Extending the luxury experience to social media – User-Generated Content co-creation in a branded event," Journal of Business Research, Elsevier, vol. 117(C), pages 570-578.
    10. Gurzki, Hannes & Woisetschläger, David M., 2017. "Mapping the luxury research landscape: A bibliometric citation analysis," Journal of Business Research, Elsevier, vol. 77(C), pages 147-166.
    11. Sarah Putri Kinanti, 2018. "The Effects of Luxury Firm Level Within the Luxury Industry on the Level of Corporate Social Performance," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 4(6), pages 280-293.
    12. Guillet de Monthoux, Pierre, 2015. "Art, Philosophy, and Business: turns to speculative realism in European management scholarship," European Management Journal, Elsevier, vol. 33(3), pages 161-167.
    13. Kriegbaum, Catharina, 1998. "Valuation of Brands - A Critical Comparison of Different Methods," EconStor Preprints 104968, ZBW - Leibniz Information Centre for Economics.
    14. Loureiro, Sandra Maria Correia & Araújo, Cristiano Mineiro Branco de, 2014. "Luxury values and experience as drivers for consumers to recommend and pay more," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 394-400.
    15. Wilfred Amaldoss & Sanjay Jain, 2015. "Branding Conspicuous Goods: An Analysis of the Effects of Social Influence and Competition," Management Science, INFORMS, vol. 61(9), pages 2064-2079, September.
    16. Ronald J. Degen, 2010. "The success of luxury brands in Japan and their uncertain future," Working Papers 52, globADVANTAGE, Polytechnic Institute of Leiria.
    17. Shukla, Paurav & Banerjee, Madhumita & Singh, Jaywant, 2016. "Customer commitment to luxury brands: Antecedents and consequences," Journal of Business Research, Elsevier, vol. 69(1), pages 323-331.
    18. Vittoria Marino & Raffaella Montera, 2021. "Online Communication and Luxury Heritage Brand towards the E-HBC Matrix," International Journal of Business and Management, Canadian Center of Science and Education, vol. 14(3), pages 1-15, July.
    19. Petr Král, 2013. "Could there be a luxury brand originating from the Czech Republic? The case of Czech watchmaker manufacture Prim 1949," Central European Business Review, Prague University of Economics and Business, vol. 2013(3), pages 15-21.
    20. Raluca Ciornea & Marius Dorel Pop & Mihai Florin Bacila, 2012. "Segmenting Luxury Market Based on the Type of the Luxury Consumed. Empirical Study on Young Female Luxury Consumers," International Journal of Economic Practices and Theories, Academy of Economic Studies - Bucharest, Romania, vol. 2(3), pages 143-152, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:337-351. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.