Reviving the Lost Art: Historical Foundations and Future Pathways for Bespoke Service in Luxury Retail

Andrew Burnstine ()

Asian Business Research Journal, 2025, vol. 10, issue 7, 115-123

Abstract: The mid-20th century witnessed a zenith of deeply personalized, bespoke service within iconic luxury specialty retailers. This paper critically analyzes the foundational principles of this historical bespoke service model, extending Service-Dominant (S-D) Logic and retail evolution theory, to propose a robust framework for its modern revival. Employing a rigorous qualitative, multiple-case study approach, grounded in extensive historical and media analysis of four archetypal American and British luxury boutiques, and uniquely informed by an insider-ethnographic perspective on the central case exemplar ("Martha's"), the study distills six core principles: Profound Client Knowledge, Visionary Curation & Styling, Anticipatory & Proactive Service, The Exclusive & Trusting Environment, The Owner as Visionary & Brand Embodiment, and Beyond the Transaction: Relationship & Community Building. These principles reveal a retail model predicated on intensive, proactive value co-creation and deep, trust-based relationships, highlighting a significant experiential and relational deficit in much of contemporary, mass-market retail. We propose the "Empathetic Algorithm" model, integrating these historical principles with the contemporary imperatives of sustainability and human-centric artificial intelligence. This framework suggests that the perceived depersonalization of modern retail drives a cyclical re-emergence of high-touch paradigms, offering a novel strategic roadmap for luxury retailers to achieve differentiation, enduring client loyalty, and a more sustainable future.

Keywords: Artificial intelligence; Bespoke service; Clienteling; Customer experience; Luxury retail; Qualitative research; Retail evolution; Service-dominant logic; Sustainability; Value co-creation. (search for similar items in EconPapers)
Date: 2025
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