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Sunglass Hut International, Inc. I. Introduction Sunglass Hut International, Inc. is recognized as a leader in specialty niche retailing with nearly 2,000 Sunglass Hut locations, and over 300 Watch World and Watch Stations around the globe. It was acquired in April 2001 by Luxottica, the world's largest eyewear company parented in Italy. "Located in a wide variety of high traffic shopping and tourist destinations, Sunglass Hut stores offer consumers the latest branded products at competitive prices, along with outstanding customer service."1 With brands ranging from Chanel, Prada, Bvlgari, and Cartier to Ray-Ban, Oakley, Arnette, and Revo, Sunglass Hut truly has something to offer everyone's unique tastes. And this is quite evident from its profits: company revenues top $680 million per year.2 Sunglass Hut's business involves continuous innovation, the research of style, design, and fashion trends, and changes in people's lifestyles. However, it is based on customer satisfaction as well. In fact, one...

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