Sustainable performance management in high-end luxury goods firms: the use of the "Reputation-Clock" Model

The chapter describes the motivations and the content of a performance management tool, the "Reputation-Clock" Model, applied to the specific case of Raidillon, a small Belgian luxury firm active in the sector of high-end watches and leather goods. Based on the assumption that reputational capital accumulation and dilution is a complex adaptive system (CAS) embedded in its own environment and context, the “Reputation-Clock” integrates the major KPIs that a small firm from the high-end luxury goods industry has to leverage in order to manage its reputation performance from a sustainable point of view.