Haute école de gestion de Genève

Service design needs for luxury e-commerce : an empirical study

Broillet, Alexandra ; Dubosson, Magali ; Varone, Sacha

In: Proceedings of the 2009 IEEE/INFORMS International Conference on Service Operations, Logistics and Informatics, 2009, p. 244-248

Nowadays, we are just in the launching phase of luxury e-business, it is not clear whether it should be served with a luxury service from a physical shop, or not. Do consumers especially wish a pre- and after-sales service which is taken in charge by a physical shop while buying on the official luxury Website? After the opinion of luxury bloggers, we do know that there is a need for luxury...