Experts’ Viewpoints on Luxury Frontline Employees: What competencies to deliver service quality?,Mariem EL EUCH, J-L. CHANDON, F. POUJOL
The interaction between luxury salespersons and clients has been the subject of several recent studies. This study question not only the role of salespersons but also the role of every employee who interact with clients in the luxury sector. What attitude should luxury frontline personnel adopt? What skills should they master? To shed light on these questions, this study is the first to presents luxury experts’ viewpoints, drawn from an exploratory qualitative study. The thematic analysis identifies five main competencies and twenty sub themes illustrated by verbatim and frequency of appearance, and then related to previous results in the literature.