Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/67307
Title: Service analysis of fashion boutique operations : an empirical and analytical study
Authors: Choi, TM 
Chow, PS
Shen, B
Wan, ML
Issue Date: 2016
Publisher: Institute of Electrical and Electronics Engineers
Source: IEEE transactions on systems, man, and cybernetics. Systems, 2016, v. PP, no. 99, p. 1-12 How to cite?
Journal: IEEE transactions on systems, man, and cybernetics. Systems 
Abstract: Service quality is a critical element for fashion boutique operations. However, owing to limitation of resources, fashion boutiques usually cannot afford to establish a very formal service quality management system. Motivated by the importance of service management for fashion boutiques, this paper examines the respective service quality issues in two related parts: based on the revised retail service quality scale (RSQS) model, the first part conducts a service gap analysis via an empirical survey. It is found that the RSQS model is valid, the respective service gaps exist, and the problem-solving dimension has the largest service gap. Focusing on this most significant problem-solving service gap (PSSG) identified in the empirical analysis, the second part analytically studies the optimal PSSG decision for fashion boutiques and examines the impact of retail competition via a game theoretic analysis. The closed-form analytical findings reveal several insights, such as: 1) for both monopoly and homogeneous duopoly cases, the equilibrium demands depend solely on the profit margin, and the service gap enhancement efficiency and 2) the relative PSSG dependent demand sensitivity is critically important because it affects the equilibrium PSSG significantly.
URI: http://hdl.handle.net/10397/67307
ISSN: 2168-2216
EISSN: 2168-2232
DOI: 10.1109/TSMC.2016.2531687
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

Page view(s)

9
Checked on Aug 14, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.