Segmenting multichannel consumers across search,purchase and after-sales

While bricks-and-mortar stores and the Internet are dominant retailing channels, mobile and social media have rapidly emerged and challenge traditional retail models and consumer behavior. However, researchers have yet to account for how consumers integrate mobile and social channels throughout the various stages of the buying process. Using Latent-Class Cluster Analysis segmentation, we examine consumer behavior in store, Internet, mobile, and social media channels across the search, purchase and after-sales buying stages in the aggregate and specific to the clothing, holiday travel and consumer electronics categories. We find five multichannel consumer segments on the basis of perceived channel importance across the buying process, as well as psychographic and demographic characteristics. Interestingly, we find a polarization in perceived importance of mobile and social media channels, with two consumer segments rating mobile and social media channels as unimportant in the buying process. Furthermore, and compared to prior segmentations of multichannel consumer behavior, we do not find an aggregate store-focused segment. However, a store-focused segment exists in the context of buying clothing and represents 28.6 per cent of consumers. The findings show multichannel consumer preferences and behavior continues to evolve in line with new and emerging retailing channels. Further, this study confirms that there is no ‘one-size fits all’ approach to multichannel retailing.     

Large established firms entry into franchising: an exploratory investigation of strategic and operational issues

Although franchising is traditionally associated with newly emerging businesses which need to finance growth, this marketing technique is being increasingly utilized by large established firms as a method of business development. This article analyses the business objectives which led a sample of such firms in the UK to introduce franchising as a means of channel management. The modes of franchising-including the master franchise-selected by these firms as well as their operational and organizational experiences are investigated. In particular, there is an examination of the major managerial/cultural issues which these firms encountered in trying to reconcile the decentralized organization and operating methods implicit in the franchising concept with the centralized decision making and organization of a corporate concern. The implications for management of this dichotomy are explored.     

Manufacturer-owned retail stores

Increasingly, manufacturers sell their products in their own retail stores, and many of these stores appear to be in direct competition with independent retailers; i.e., both types of retail stores are physically co-located. We analyze one way this practice affects the retail market. We find that, when independent retailers compete against company stores (instead of just against other independent retailers), they (1) charge higher prices and (2) are more willing to engage in marketing efforts on behalf of the manufacturer’s brand. Furthermore, when company stores and independent retailers compete in the same market, the company store charges higher prices and provides more marketing effort. Anecdotal data are consistent with these model predictions.

中国家电市场营销渠道变革与家电制造企业的渠道关系选择

随着大型家电连锁零售业态的迅速成长,中国家电市场营销渠道正处于冲突多发、重组加剧的演变阶段.处于变革环境中的家电制造企业如何调整自己的渠道关系,取决于外部环境的不确定性、中间商对下游渠道创造增加值的能力和制造商的可替代性三个变量的不同组合.本文基于上述变量,在Kim&Frazier对渠道关系类型研究的基础上,构建了我国家电市场的渠道关系模型,据此阐述不同品牌影响力的家电制造企业在不同层级市场的渠道关系选择.     

It's the distribution, stupid!

The American system of distribution is dysfunctional and favors the interests of huge retail chains at the expense of manufacturers. Accustomed to working in this imbalanced system, American managers think they have no choice but to cede control of distribution by placing it into the hands of megadistributors, and for the most part, they are correct. However, in high-growth emerging markets, distribution channels are still malleable, providing manufacturers with the opportunity to shape and mold the way distribution takes place. We argue that firms should lay aside their dysfunctional patterns of dealing with distributors when they leave America and, using the recommendations presented here, take back control over their products and operations in international markets.     

Decomposing the effect of advertising: What happens in the retail channel?

The diverging interests of manufacturers and retailers famously give rise to the double marginalization problem but have consequences far beyond pricing. Advertising is another marketing instrument that is under the control of the manufacturer but its ultimate effect on consumer demand also depends on retailers’ pricing decisions. We decompose the effect of advertising in the channel and highlight an additional route through which advertising affects sales, namely via the changes in the retail price that a strategic retailer makes in response to changes in demand following manufacturer advertising. The total demand effect of advertising thus comprises the direct effects of advertising on market shares, and the indirect effects coming through adjustments that the retailer makes to the in-store prices of all the brands in a given product category in response to the shifted demand due to advertising. We match advertising data for four different categories (both food and non-food) to store-level scanner panel data, which also include information on wholesale prices. Controlling for wholesale prices, we establish in a reduced-form model that the retailer reacts to manufacturer advertising by changing retail prices instead of simply imposing a constant markup on the wholesale price. To further explore the role of the strategic response of the retailer in a systematic fashion and quantify the effects derived in the decomposition, we estimate a discrete-choice model of demand and determine the magnitude of the direct and indirect effects. We find that the indirect effect of advertising through retailer prices is about half the size of the direct effect, and thus substantively affects advertising effectiveness.     

试论流通产业的贡献

本文分别从GDP或GNP、经济增长、三次产业、社会就业、国民福利及城市形成和发展等维度,分析了流通产业的贡献及相关测度方法;并结合中外流通产业发展的实践,对流通产业在某些方面的贡献进行了国际比较分析;最后给出了相应的结论及促进中国流通产业发展的政策建议.     

The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing

This paper brings together two bodies of literature. One of them is a literature on the special role of the consumer in retailing. The other one is the literature on customer satisfaction. This joining of literatures is accomplished by identifying distribution services as outputs of retail firms and fixed inputs into the production functions of consumers and relaxing the standard assumption that the demand for these services is always equal to the supply of these services. The result is a new conceptual framework for the analysis of customer satisfaction in retailing. This framework extends the basic ideas on customer satisfaction developed for manufacturing in a homogeneous single product setting to the heterogeneous multi-product setting relevant for many retailers. The paper illustrates one approach to the implementation of this framework with data for a set of supermarkets in Pamplona, Spain, that measure distribution services by asking consumers questions explicitly identifying these services. The five main categories of distribution services identified by the conceptual framework and measured in the data are economically important and statistically robust determinants of customer satisfaction with supermarkets. These results are obtained controlling for other variables typical of the customer satisfaction literature and measuring customer satisfaction in a manner consistent with that literature. The results are robust to corrections for sample selection and alternative estimation methods. Perhaps our most interesting novel result is that the effect of the determinants of customer satisfaction on future purchase intentions in the supermarket case is different when measured directly in a one stage process than when measured indirectly in a two stage process through the attributes/satisfaction/ purchase intentions chain.

Pure Components versus Pure Bundling in a Marketing Channel

This paper examines how channel interactions influence product bundling decisions by channel members. Specifically, what products or bundles should be offered, at what prices, and by which channel members, in equilibrium. To answer this, we analyze Stackelberg games between a manufacturer and retailer, with pricing and bundling as decision variables, under discrete and uniform continuous distributions of reservation prices. We find that selling pure components by both manufacturer and retailer is the equilibrium except in a narrow region of the parameter space. However, if the manufacturer can sell bundles and prevent unbundling, then such a bundling strategy is optimal in many cases. Interestingly, the channel and retailer also benefit from this strategy.     

Linking customer resources to firm success: The role of marketing program implementation

Drawing from both resource-based view and dynamic capabilities theory, this research investigates how customer resources (i.e., knowledge and network size) influence firm performance through marketing program implementation. The current research shows that customer resources are critical to the development and execution of marketing programs, which can then lead to firm success. Through surveying 269 retailers, this study finds that while customer knowledge directly affects marketing program implementation, it does not directly influence firm performance. In contrast, customer network size not only directly contributes to marketing program implementation and firm performance, but also serves as a significant moderator.     

An Upbeat Crowd: Fast In-store Music Alleviates Negative Effects of High Social Density on Customers’ Spending

Research suggests that in-store crowding can lower customers’ spending, thus limiting overall benefits of high store frequentation. Here, we propose that this negative effect can be mitigated by adjusting store ambiance, specifically by using certain types of in-store music. To test this idea, we conducted a longitudinal field experiment in which we manipulated in-store music tempo and measured social density in six European retail stores. Analyzing over 40,000 individual shopping baskets, we found that social density had an inverted u-shape effect on customer spending. This effect was moderated by in-store music tempo, such that fast music strongly increased spending under high-density conditions. The increase in shopping basket value was driven by customers buying more items rather than buying items that were more expensive. Fast music thus alleviated negative effects of social density. We discuss the theoretical implications of these findings and describe how practitioners can use in-store music to counter negative effects of high customer density.     

The omni-channel approach: A utopia for companies?

There has been a shift towards providing a seamless consumer journey experience in the retail industry, resulting from a customer-centric approach. In the new paradigm, channels are becoming more intertwined and intricate, and ultimately more companies are embracing the omni-channel alternative. However, this alternative seems to be difficult for companies to operationalize. Such difficulty is due to several factors that need to be identified and disentangled. Therefore, in this study we consider the barriers faced by firms and categorize them to understand whether it is possible to successfully implement the omni-channel approach. We use four case studies to investigate the obstacles, looking for brands that operate in different industries, represent different levels of channel integration and have had different experiences in the retail industry. We identify two types of obstacles: internal, including operational and strategic barriers (employee-related, organizational and vision-related factors); and external, including product-related, customer-related, legal and competitive drivers. We propose a theoretical framework that shows the scope of industry drivers affecting the implementation of an omni-channel strategy, as well as a model showing how internal and external factors affect the evolution of channel integration. As a result, we claim that for some industries and products, even if internal obstacles are significantly reduced, because of industry drivers, successful implementation of the omni-channel approach may ultimately be a utopia.     

Does innovation-orientation lead to retail industry growth? Empirical evidence from patent analysis

Competitiveness and complexity in the retail industry are increasing due to rapid technological changes and diffusion. Patent analysis is largely used in innovation studies to assess and monitor technological changes in different sectors. The aim of this paper is to provide a comprehensive view of the innovative forces affecting the retailing sector, by focusing on the evaluation of innovation levels through the classification and analysis of patented innovations. The findings show that retailers might shift to more innovation-oriented strategies in order to propose innovative consumer solutions, due to the support of the technology advancements highlighted by the strong patent track record. Our study contributes to the literature by providing empirical evidence of critical areas for innovation in retailing and by offering bibliometric and patent analytical methods measures relative to the innovative forces affecting retailing, which might push the sector to be increasingly an innovation-oriented one. Finally, the high level of property rights (defined by the huge amount of patents) pushes retailers to invest more on acquiring patented technologies to achieve advantages over competitors or to adopt novel management practices as substitutes for patents.     

Gains and losses of exclusivity in grocery retailing

Conventional wisdom dictates that convenience goods should be distributed as intensively as possible. Still, exclusivity arrangements are rapidly gaining way in grocery retailing. We discuss the possible performance outcomes of exclusivity deals, and propose a unified framework (i) to quantify the gains and losses of such arrangements in consumer-packaged-goods markets, and (ii) to decompose the total monetary gains and losses into a variety of sources. Our framework considers both the manufacturer and the retailer granted the exclusivity right, and accounts for the fact that both dyad parties may be active in multiple, inter-related, categories.     

中国国内市场分割的非政府因素探析——流通的渠道、组织与统一市场构建

现有文献往往把中国地区市场分割的主要原因归结于地方保护主义。本文则试图说明,作为非政府因素的流通渠道及流通组织也会对统一市场构建带来影响。采用31省2000—2009年的面板数据,以“价格法”计算市场分割系数进行回归分析,结果说明流通企业规模的扩大反而有可能带来市场分割的加剧,并且这种关系主要体现在批发环节。流通改革形成了“分枝状”的渠道结构,且因为有助于制造商实现地区价格歧视等原因而在路径依赖中不断自我强化。划分经营区域的经销商不断发展,取消了批发流通组织自主实现商品跨地区流转的作用,并给生产商进入各地区建立销售渠道造成了阻碍。由此,统一市场的构建需要对流通领域给予充分关注。     

Antecedents of brand citizenship behavior in retailing

There has been increased interest in retail branding yet there is a dearth of internal branding research in this industry. The purpose of this study is to explore the antecedents of Brand Citizenship Behavior (BCB) in a retail environment. The role that the frequency of employee contact with customers plays will also be examined. A further aim is to give guidance to retailers on how they should develop an internal branding management strategy. A conceptual model provides a foundation for the study. A literature review of the brand citizenship behavior and the related constructs was undertaken to inform the model. The results show support for the hypothesized relationships. Significant differences between managers and associates as well as between full-time and part-time associates were found. Recommendations are presented to retailers.     

Demand pull and technology push perspective in technology-based innovations for the points of sale: The retailers evaluation

Despite the consumers' increasing demand of technology-based innovations for making stores more appealing and the huge availability of advanced technologies, there is still a lack of research on the retailers' and employees' points of views towards the introduction of these systems. In fact, an efficient innovation should take care of both the final users/consumers' and the retailers/employees' needs and expectations. Hence, the aim of this study is to advance our knowledge on retailers' pull of new technologies for improving their job in accordance with the most recent systems, as well as on the main characteristics of these innovations for defining a new integrative framework of analysis and development.     

Game-Theoretic Coordination Mechanisms in Distribution Channels: Integration and Extensions for Models Without Competition

A significant game-theoretic literature on the coordination of distribution channels has developed over the past three decades. We provide an extensive analysis of an important subset of this literature, channels without competition. We review four major models that build on the initial work of Jeuland and Shugan (1983) – who developed a quantity-discount schedule that induces channel members to set price and non-price, marketing-mix variables (MM-variables) at channel-coordinating levels. Moorthy (1987) criticized their schedule's complexity, arguing for a simpler wholesale contract that induces coordination by avoiding double marginalization.