Fashion companies and customer satisfaction: A relation mediated by Information and Communication Technologies. (July 2018)

• Record Type: Journal Article
• Authors: Amendola, Carlo; Calabrese, Mario; Caputo, Francesco; Fabrizio, D'Ascenzo
• Is Part Of: Journal of retailing and consumer services. Volume 43(2018)
• Page Start: 251
• Page End: 257
• Publication Date: 2018-07
• Subjects: Fashion companies -- Customer satisfaction -- Technology management -- Systems thinking -- Service logic; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2018.04.005
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: Adopting the interpretative lens provided by the Systems Thinking and Service Logic, the paper pursues a twofold aim: 1] from one side it offers a wider picture of fashion sector with the aim to support both researchers and practitioners in defining more valuable and effective approaches and 2] from the other side it investigates the customers' perspectives and their approach to Information and Communication Technologies in the fashion sector. After the definition of four hypotheses, the perceptions of a sample of 1125 customers are investigated through a qualitative survey and the results are analysed using Structural Equation Modelling.