
Chapter 2
Customer service management
in fashion retail supply chains
SUMMARY
In this chapter, we investigate customer service and service quality management in
fashion retail supply chains. First, we discuss the importance of customer service in
fashion retail supply chain management. Second, we propose different quantitative
performance measures for customer service management. Third, we review the con-
ceptual retail service quality scale (RSQS) model for fashion retailing. Fourth, based
on the RSQS model, we build a formal analytical model and derive the optimal service
level for the fashion retailer and the whole fashion retail supply chain. We