Many luxury firms have successfully adopted online sales and online sales growth has outperformed offline sales growth. As online luxury sales continue to grow, service expectations in digital and instore channels are also expected to grow. To add to the research literature, the top performing 46 luxury apparel and accessories websites identified in the Luxury e-Commerce Report from Internet Retailer were content analyzed to determine the state of the art in top performing luxury retail websites in providing needed information (international customer service attributes). Those top performing websites were then compared to 44 randomly selected similar websites on the same attributes to determine how the two groups of websites compared in terms of international customer service attributes. Although top performing luxury retail websites are providing important customer service information that facilitates online purchasing, there is room for improvement. In comparing the two groups of online luxury merchants, each group had strengths and weaknesses. Overall, merchants performed at a suboptimal level on provision of many customer service attributes, need improvement on others, and performed well on a few attributes. These luxury fashion online retailers are at an early stage in providing important customer service attributes on their websites.

中文翻译：

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顶级在线奢侈品服装和配饰零售商：他们在做什么？

许多奢侈品公司已经成功地采用了在线销售，并且在线销售增长超过了线下销售增长。随着在线奢侈品销售的持续增长，数字和商店渠道中的服务期望也将增长。为了增加研究文献，对互联网零售商“奢侈品电子商务报告”中确定的表现最好的46个奢侈品服装和配饰网站进行了分析，以确定表现最好的奢侈品零售网站在提供所需信息方面的最新状态（国际客户服务属性）。然后，将这些效果最好的网站与44个具有相同属性的随机选择的相似网站进行比较，以确定两组网站在国际客户服务属性方面的比较方式。尽管性能最好的奢侈品零售网站提供了重要的客户服务信息，以促进在线购买，但仍有改进的空间。在比较两组在线奢侈品商人时，每组都有优点和缺点。总体而言，商家在提供许多客户服务属性方面表现欠佳，在其他方面需要改进，在某些属性上表现良好。这些奢侈品在线零售商在其网站上提供重要的客户服务属性尚处于初期阶段。商户在提供许多客户服务属性方面表现欠佳，在其他方面需要改进，在某些属性上表现良好。这些奢侈品在线零售商在其网站上提供重要的客户服务属性尚处于初期阶段。商户在提供许多客户服务属性方面表现欠佳，在其他方面需要改进，在某些属性上表现良好。这些奢侈品在线零售商在其网站上提供重要的客户服务属性尚处于初期阶段。