Service quality strategy for fast fashion: An empirical study in Hong Kong

Tsan Ming Choi, Shuk Ching Liu, Tracy Kwai Chi Tsang, Jinhui Zheng

Research output: Chapter in book / Conference proceedingChapter in an edited book (as author)Academic researchpeer-review

Abstract

International fast fashion retailers such as Zara and Mango operate around the globe including in Hong Kong. Given the increasing competitive environment in the fast fashion industry, customer service is one of the most important tactics for fast fashion retailers to increase their competitiveness. Based on the SERVQUAL instrument, this research focuses on exploring the service quality gaps of a fast fashion company in Hong Kong so as to understand the customer expectations and perceptions towards a fast fashion retail brand. This research successfully reveals the dimensions in which service gaps exist and concludes that fast fashion retailers in Hong Kong should focus more on salespeople management in order to enhance service quality.

Original languageEnglish
Title of host publicationFast Fashion Systems
Subtitle of host publicationTheories and Applications
PublisherCRC Press
Pages129-140
Number of pages12
Volume4
ISBN (Electronic)9780203763315
ISBN (Print)9781138000292
DOIs
Publication statusPublished - 1 Jan 2013

ASJC Scopus subject areas

  • Engineering(all)
  • Materials Science(all)

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