000			06965cam a2200709 i 4500
001			on1125276648
003			OCoLC
005			20240523125542.0
006			m o d
007			cr |||||||||||
008			191021s2020 si a ob 001 0 eng
010			_a 2019048772
040			_aDLC _beng _erda _epn _cDLC _dOCLCO _dOCLCF _dDG1 _dN$T _dEBLCP _dOCLCQ _dYDX _dUKAHL _dTEFOD _dS2H _dOCLCO _dOCLCQ _dUPM _dOCLCQ _dOCLCO _dOCLCL
020			_a1119542359 _qelectronic book
020			_a9781119542360 _qelectronic book
020			_a1119542367 _qelectronic book
020			_a9781119542346 _qelectronic book
020			_a1119542340 _qelectronic book
020			_a9781119542353 _qelectronic book
020			_z9781119542339 _qhardcover
029	1		_aAU@ _b000066591750
029	1		_aAU@ _b000069704017
035			_a(OCoLC)1125276648
037			_a790A3486-A809-473A-8612-AED876B4EADD _bOverDrive, Inc. _nhttp://www.overdrive.com
042			_apcc
050	0	4	_aHD9999.L852 _bC34 2020
082	0	0	_a658.8/7 _223
049			_aMAIN
100	1		_aChevalier, Michel, _eauthor.
240	1	0	_aLuxury retail management
245	1	0	_aLuxury retail and digital management : _bdeveloping customer experience in a digital world / _cMichel Chevalier, Michel Gutsatz.
250			_aSecond edition.
264		1	_aSolaris South Tower, Singapore : _bJohn Wiley & Sons Singapore Pte. Ltd., _c[2020]
300			_a1 online resource (xxiv, 359 pages)
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
504			_aIncludes bibliographical references and index.
520			_a"Luxury Retail Management, Second Edition, sets focus on the major retailing challenges and customer evolutions luxury brands are facing today: the digitalization and the emergence of the millennials and Chinese luxury consumers. These major changes have been affecting the distribution and communication channels of luxury brands: they now have to think simultaneously physical stores and e-commerce, global marketing and digital marketing. Defining all the tools that are necessary to manage luxury stores -- from the analysis of location and design concept, to the selection, training, and motivation of the staff -- the book covers everything you need to know to enter, expand, understand, and succeed in the world of luxury retail. And while some of the luxury retail rules and models in this book are exclusive to the luxury market, many have lessons for the whole retail sector. Luxury consumers are changing -- they come from all over the world, they are young and they are digital natives. How can luxury brands that have built themselves as pure physical players adapt their business model and practices to address their expectations without abandoning their luxury DNA?"-- _cProvided by publisher.
588			_aDescription based on online resource; title from digital title page (viewed on April 20, 2020).
505	0		_aCover -- Title Page -- Copyright -- Contents -- Foreword -- Introduction -- What Is the Reason for This Revision? -- Change Is Accelerating: The Luxury Customer Is No Longer the Same -- Part I Important Choices in Luxury Distribution -- Chapter 1 The Various Models in Luxury Distribution -- Direct and Indirect Distribution -- Evolution and Perspectives of the Various Types of Sales Outlets -- Advantages and Disadvantages of the Various Distribution Channels -- Chapter 2 Do Luxury Products Still Sell in Stores? -- The Owner Becomes a Retailer as Well
505	8		_aDifferent Situations According to the Different Luxury Segments -- Watch Manufacturers and Niche Perfumers Are Creating Single-Brand Outlets -- The Future of Multi-Brand Stores -- The Special Case of Travel Retail -- Chapter 3 Concept and Design of a Luxury Boutique -- Relaunching a Brand: The Urgency for a New Concept of Boutiques -- The Concept of the Boutique: Applying the Brand's Vision -- Store Formats: Closed or Open? -- Customising Boutiques and Flagships -- Visual Merchandising and the Institutional Image of the Brand -- Chapter 4 Online, Offline or O2O?
505	8		_aFrom Yoox.com to the Merger with NET-A-PORTER.com -- A Brief History of the Love/Hate Relationship that Luxury Brands Have with the Internet -- Part II Know and Understand the Client -- Chapter 5 Putting the Customer Back in the Centre -- Looking at It from the Customers' Side: Why Have They Logged On and How Do They Use the Internet? -- The Seven Rules of the Internet and Social Networks -- Chapter 6 Customer Identification and CRM -- Managing the Customer Database -- Marketing Data -- How Can One Recognise a Client? -- Using the Customer Database
505	8		_aChapter 7 The Challenges of Offline and Online Integration -- What Are the Criteria for Offline/Online Integration? -- Global Tracking of Customers (Especially Chinese) -- Chapter 8 Logistics Adapted to a Digital Culture -- The Traditional System -- Number of Stores in Each City -- Details Are Important in a Logistics System: An Example -- The New Logistics Systems -- Stores Without Sales Staff -- The Challenges of Logistics -- Part III Making Client Relationships More Meaningful -- Chapter 9 Customer Behaviour in the Store or Online -- Store Behaviour Patterns
505	8		_aExpectations and Perceptions in a Store -- The Basic Rules of Supermarket Merchandising -- Chapter 10 The Importance of Stores for Building Customer Relationships -- Why Sales Staff Need to Know Everything About the Brand -- The Problem of Retail: Retaining One's Clients -- Managing a Store: A Very Special Job -- Building a Customer Relationship: The Challenge of Individualised Service -- Chapter 11 Customer Experience and Building Loyalty -- Step 1: Focus on the Customer -- Step 2: The Loyalty Effect - Transforming Regular Customers into Brand Ambassadors
590			_aJohn Wiley and Sons _bWiley Online Library: Complete oBooks
650		0	_aLuxury goods industry _xManagement.
650		0	_aRetail trade _xManagement.
650		6	_aProduits de luxe _xIndustrie _xGestion.
650		7	_aRetail trade _xManagement _2fast
700	1		_aGutsatz, Michel, _eauthor.
758			_ihas work: _aLuxury retail management (Text) _1https://id.oclc.org/worldcat/entity/E39PCFKPCHK3hb68vPgPwvVyFq _4https://id.oclc.org/worldcat/ontology/hasWork
776	0	8	_iPrint version: _aChevalier, Michel. _tLuxury retail and digital management. _bSecond edition. _dSolaris South Tower, Singapore : Wiley, [2020] _z9781119542339 _w(DLC) 2019048771
856	4	0	_uhttps://onlinelibrary.wiley.com/doi/book/10.1002/9781119542360
938			_aYBP Library Services _bYANK _n16707174
938			_aAskews and Holts Library Services _bASKH _nAH37489765
938			_aYBP Library Services _bYANK _n16789957
938			_aAskews and Holts Library Services _bASKH _nAH37348386
938			_aProQuest Ebook Central _bEBLB _nEBL6142658
938			_aEBSCOhost _bEBSC _n2399546
994			_a92 _bINLUM
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