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THE BROAD VIEW

Don't blame the economy, could be just poor service

When desultory retail assistants make customers vote with their feet, an entire industry suffers

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The new Starbucks Reserve Roastery in Shanghai. From just having a piping hot cup of java to exploring the journey of the coffee bean, this place will reaffirm one's faith in retail.

WHEN business is bad, no one talks about the service. But poor service is a serious shortcoming when it leads to customers voting with their feet, which then hits the bottom line. I had a memorable shopping trip in December at shoe shop Cole Haan. Footwear from the 91-year-old US company,

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