CONTENTS
02
Table of Contents
03
Message from the Chairman of HKRMA
05
Message from Hon. Peter Shiu
Cover Story
08
HKRMA Launches Quality E-Shop Recognition Scheme
Flagship Programmes
13
2016 Annual Dinner and Retail Awards Presentation Ceremony
16
2016 Service & Courtesy Award - Award Presentation
22
2016 Mystery Shopper Programme Award Presentation
27
Mystery Shopper Programme - 2016 Service Trends for Retail Industry
28
2016 Hong Kong Awards for Industries: Customer Service - Award Presentation
SME Support
36
Conference on "Striving for Customer Service Excellence through Smart Resource Re-engineering"
Knowledge Sharing
38
Seminar on "2017 Hong Kong Retail Outlook"
40
Retail Conference 2017: Rejuvenation of Retail - Challenges and Solutions
Industry News
43
Report on Manpower Situation of the Hong Kong Retail Industry - Salary Trends for 2016
Members' Corner
45
New Member's Column
47
Policies & Legislation Column
47
List of HKRMA Functions
About Hong Kong Retail Management Association
香港零售管理協會
The Hong Kong Retail Management Association (HKRMA) was founded in 1983 by a group of visionary retailers with a long-
term mission to present a unified voice for Hong Kong’s retail industry. For 33 years the Association has played a vital role in
addressing the many issues affecting retailers and by promoting our retail industry through awards, education and training.
Today, the HKRMA is the major retail association in Hong Kong. Our members represent more than 7,800 retail outlets employing
over half of the local retail workforce. Members organizations cover various types of retail businesses ranging from beauty
products and cosmetics to catering and food, supermarkets, department stores, convenience stores, drug stores, watches and
jewellery, fashion and accessories, furniture and home accessories, electronic and electrical appliances, telecommunications,
retail (services), and specialty stores, as well as suppliers, wholesalers and industry related service organizations.
The HKRMA is one of the founding members of the Federation of Asia-Pacific Retailers Associations (FAPRA) established in 1989.
Currently, members of FAPRA cover 17 countries/regions in the Asia Pacific with each being represented by the key retail association.
香港零售管理協會於
1983
年由一班高瞻遠矚的零售商共同創辦，他們肩負著任重道遠的使命，代表香港零售業發表一致意見。協
會成立
33
年來，處理眾多對零售商有切身影響的事宜，亦透過獎項、教育及培訓推廣零售業。時至今日，協會已成為香港主要的
零售商會，會員公司的零售店舖逾
7,800
間，會員公司的僱員數目佔本港總零售僱員逾半。
協會的會員公司網羅各種類型的零售業務，涵蓋美容及化粧品、餐飲、超級市場、百貨公司、便利店、藥房、鐘錶及珠寶、時裝
飾物、家具及居室用品、電子及電器用品、電訊、零售（服務）、專門店，以及供應商、批發商，以及與業界相關的服務機構。
香港零售管理協會是亞太零售商協會聯盟（
FAPRA
）的創會會員之一。該聯盟於
1989
年成立，目前其會員遍及
17
個亞太區國家／
地區，每個會員均由主要零售協會擔任代表。
‘
RETAILERS
’
is
a quarterly newsletter of the
Hong Kong Retail Management
Association.Complimentary
copies are distributed to all
HKRMA members, members of
the Federation of Asia-Pacific
Retailers Associations (FAPRA -
encompassing 17 Asian Pacific
economies), key Government
officials and departments, related
organizations as well as local and
overseas business contacts.
Subscriptions
HKRMA Members: Complimentary
Non-Members: HK$50.00 per copy
Advertising in
‘
RETAILERS
’
Please contact the Association at
(852) 2866-8311.
Copyright
No part of this newsletter can
be reproduced without the
prior written permission of the
Hong Kong Retail Management
Association.
7/F., First Commericial Building,
33-35 Leighton Road, Causeway Bay,
Hong Kong
Tel : (852) 2866-8311
Fax : (852) 2866-8380
Website:
EDITORIAL
BOARD
Editor
Ms. Ruth Yu
Executive Director - HKRMA
Assistant Editors
Ms. Katherine Yu
Senior Communications & Public
Relations Manager - HKRMA
Ms. Column Chu
Manager, Research - HKRMA
Contributors
Mr. Thomson Cheng
Chairman - HKRMA
Hon. Peter Shiu
Legislative Councillor (Functional
Constituency Representative for
Wholesale & Retail)
