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

more »

... ure analysis and are empirically validated by industry experts. The presented scorecard builds the first scholarly performance management tool that is adapted to the particularities of the luxury market.