The purpose of this study is to investigate how online to offline service quality influences the customer’s perceived risk and trust towards the retailer and how these factors impact customer satisfaction and intention to revisit. The present study incorporates intangible service quality offline aspects, such as empathy, and online aspects, such as mobility. The objective of the research is to examine the integration of online to offline service quality models in Saudi Arabia during the COVID-19 pandemic, using key aspects of offline, online and mobile service quality. The data was collected using an online survey of 289 respondents from Saudi Arabia. The analysis was conducted using partial least square and structural equation modelling. This study finds that the intangibility of service quality has a positive impact on perceived trust; however, the direct relationship between the intangibility of service quality and perceived risk is not supported. The study’s results support the hypothesis that customer satisfaction has a positive impact on the intention to revisit and that received trust positively affects satisfaction. The results have implications for service managers in the retailing and e-commerce sectors and offer a better understanding of how different channels of service affect customers’ perceptions and intentions to revisit.

Fashion and Apparel Supply Chains work in a very fast-changing environment and always demand better quality, higher availability of products, broader assortments and shorter delivery times. An efficient Supply Chain Management can make a difference between success and failure in the market. In this context, the main purposes of the presented work are: (i) to define the physical and informative flows, together with connected cost and revenue items, which characterize a Fashion Supply Chain working with a wide network of direct-operated or franchising mono-brand stores and (ii) to optimize Supply Chain performances through a responsive approach which, during the sales season, analyses actual market demand and adjusts operations plans accordingly. The framework aims at becoming a decision support system for the optimization of the performances of a process that starts from the development of the collection by the Styling Office and ends with the withdrawal of unsold items from the stores. In order to analyze the performances under different scenarios, a set of Key Performance indicators, partially selected from the SCOR Model, is defined.