Retail Food Failures and Recovery Strategies in Switzerland

Abstract

Food retailers risk a loss of image or even a loss of the customer if they do not learn to react effectively to failures and improve their service strategy. First of all, the present research develops a typology of retail failures and recovery strategies for the food retail market in Switzerland. In the second step, the importance of the failures and the effectiveness of the recovery strategies employed by retailers are examined. Finally, three practical recommendations are given to retail managers in order to improve the service policy in food retailing.     

Retailer credit cards and direct marketing—a question of synergy

In this article the author examines the link between personalised retailer credit cards and the use of direct marketing by retailers to foster the concept of the “privileged customer” with their cardholders, as well as boosting sales. Using the example of Debenhams, the growth of both credit cards and direct marketing is examined and the synergy between the two explored. Detail is given about the credit card data base held by Debenhams and suggestions are made as to how this information could be translated into effective direct marketing communication. The results of Debenhams direct marketing are used to demonstrate the effective use of this particular vehicle and finally consideration is given to the future in the United Kingdom for both retailer credit cards and direct marketing by retailers.     

The New Change Process

Abstract

This paper reports on the empirical testing of two key propositions using a study of apparel retailers in Eastern Australia. The first proposition states that small retailers have an advantage in personal service compared lo large retailers. The second proposition states that human resource capabilities contribute to a competitive advantage in personal service.

The key contributions of the research include the identification of the incidence of a competitive advantage in personal service among retailers; the testing of theoretical propositions, and the recognition of the implications of the research for the more successful management of retail businesses. The final contribution is the exploration of managerial implications. Employee training emerges as the key to improved performance in personal service.

The findings are significant for the survival of SME retailing as we know it and there is scope to test the status of the propositions in other industries and in other countries.     

The Influence of Retail Management’s Use of Social Power on Corporate Ethical Values,Employee Commitment,and Performance

Recent cases in retailing reflect that ethics have a major impact on brands and performance, in turn, demonstrating that brand owners, employees, and consumers focus on ethical values. In this study, we analyze how various sources of social power affect corporate ethical values, retailer’s commitment to the retail organization, and ultimately sales and service quality. Multi-source data based on a sample of 225 retailers indicated a strong link between power, ethics, and commitment and that these affected output performance.     

The Influence of Retail Management’s Use of Social Power on Corporate Ethical Values,Employee Commitment,and Performance

Recent cases in retailing reflect that ethics have a major impact on brands and performance, in turn, demonstrating that brand owners, employees, and consumers focus on ethical values. In this study, we analyze how various sources of social power affect corporate ethical values, retailer’s commitment to the retail organization, and ultimately sales and service quality. Multi-source data based on a sample of 225 retailers indicated a strong link between power, ethics, and commitment and that these affected output performance.     

Factors That Affect the Probability That a Food Retailer Sells a Specialty Food Product,Hybrid Striped Bass

ABSTRACT

Survey data from grocery retailers are analyzed to determine if sellers of hybrid striped bass have different socioeco-nomic and demographic characteristics than nonsellers. The results indicate that sellers are more likely to be chain stores, have larger seafood sales per customer, and have upper income clientele. Probit and logit analyses indicate that the probability that a retailer is a seller of hybrid striped bass increases as the firm sells more aquaculture products. The probability also increases if the retailer is a chain store whose average seafood sales per customer exceed $10, and whose annual seafood sales per store exceed $100,000.     

Can Brick-and-Mortar Retailers Successfully Become Multichannel Retailers?

ABSTRACT

The critical success factors required by brick-and-mortar retailers to successfully transform into multichannel retailers are analyzed in this study. We identify threshold resources and success factors required to survive in the online retailing industry. We suggest that by leveraging their already existing assets and augmenting certain resources and capabilities, brick-and-mortar retailers would be able to exploit gaps in online retailing and use opportunities arising from them, thus gaining a competitive edge over online retailers.     

机场零售业的营销特征分析

机场零售业对机场总体营业额、航空运输业客户满意度有重大意义。与普通零售业不同,机场零售业的客户群按照其行为特征可以分为“情操享受型”、“随机发现型”和“应急需求型”。消费行为的主要诉求是集个性化、舒适性、便利性、尊重感和成就感于一体的。相应的营销组合是,满足客户需求创造客户价值、按创造的客户价值定价、建立多渠道交互性的有效沟通、为顾客提供便利服务,同时兼顾创造性的差异化供给,防止同业竞争者间产品与服务的雷同。     

Potential of the Internet as a Retailing Channel in South Africa

Abstract

This study examines the factors affecting retailers perceptions of the Internet as a potential retail channel. It examines the environmental factors as well as the organizational factors impacting on the potential of Internet retailing. Results are reported from 102 South African retailing chain organizations across all categories. The authors discuss the results and provide some guiding points for retailers who intend to use the Internet as a retailing channel in the future.     

What Sells in Romania: Performance or Relationships?

ABSTRACT

The norm for sales organizations is the pursuit of long-term profitability through positive relationships with key accounts. Sales professionals begin and end their activities with the customer in mind, aiming to maximize their relationships over a long period of time. This article examines the association between buyer and seller relationships and customer satisfaction as well as the association between customer service orientation and customer relationships. Findings suggest that the ability to meet customer sales service expectations as well as the existence of positive relationships between buyers and sellers is associated with customer satisfaction. Implications for managers are explored.     

The changing structure of Hungarian retailing: Prospects for foreign retailers

Since the mid‐1980s many innovations and developments have taken place in Hungarian retailing, notably because of the recognition by the government that weaknesses in the distribution system can be a fundamental handicap to the efficiency of the whole economy. Some of the changes in Hungarian retail organization date back to the two periods of reform in 1968 and the early 1980s. Those reforms which in the retail sector were designed primarily to encourage innovation and diminish the bureaucracy of large organizations are examined, as well as the major factors in the economy which continued to frustrate many of their beneficial effects.

The subsequent effects of deregulation measures since 1985 on retailing are analysed, particularly the main changes which have occurred in the structure of retailing, e.g. accelerated establishment of private retailers; the expansion of self‐service; the forward integration of importers, manufacturers and wholesalers; the hiving off of the small units belonging to large state multiples and cooperatives. In addition, how these governmental market‐oriented policies have affected the marketing strategies of some of the major Hungarian retailers, and the relationships they arc now forging with foreign retailers are also examined. Finally, the various entry methods utilized by foreign retailers are assessed, and the constraints in the retail infrastructure which still remain to be overcome if more foreign retailers than hitherto are to be encouraged to enter this market.     

Case Study of Customer Relationship Management (CRM) in the On-Line Affluent Financial Services Market

ABSTRACT

In the current period of constrained economic conditions, this study initiates an analysis of customer relationship management (CRM) on the Web sites of financial service businesses. Customer relationship management is a critical differential that enables competitive edge for businesses focused on the affluent customer market. Though investment in marketing, sales and service innovation is limited under existing conditions, the analysis of the study on large financial businesses indicates that the businesses enable higher commerce, content and context, but lower and generally inadequate communication, community, connection and customization design on their Web sites. The analysis, conducted as an assignment by adult graduate students in an information systems course, contributes important insight into the competitive dynamics of customer relationship management for Web empowered financial service businesses striving to service the demanding affluent market. This study furnishes an expanded framework to research customer relationship management of financial service businesses competing in the paradigm of the Web.     

Online service personalization for apparel shopping

This study explores the dynamics of online service personalization in the online apparel retailing context, with regard to customers’ actual online shopping activities. From an empirical study of American Internet shoppers (n=204), three types of widely-used online service personalization, that is (i) offer, (ii) recognition, and (iii) personal advice, were identified. Moreover, grounded by the Theory of Reasoned Action [Fishbein, M., Ajzen, I., 1975. Belief, Attitudes, Intention, Behavior: An Introduction to Theory and Research. Addison-Wesley, Reading, MA], relationships between customers’ online service personalization attitudes and their online shopping activities—regarding apparel items—have been investigated. Findings of this study empirically present the dynamics of online service personalization in the context of online apparel retailing. Also, the results show that customer online shopping experiences may impact on their online service personalization attitudes. Theoretical and managerial implications are also discussed regarding online service management. Based on the results, Internet-based apparel retailers may benefit from developing various types of personalization services by enhancing shopping intentions of their customers, in particular, of those who are loyal to the retailers.     

Sources of customer satisfaction with shopping malls: A comparative study of different customer segments

Abstract

In spite of the growing importance of planned, centrally managed and enclosed shopping centres in the retailing sector, the understanding concerning sources and outcomes of customer satisfaction with this kind of shopping malls is limited. This paper develops and validates a conceptualisation of shopping mall satisfaction based on field studies in Sweden. The results show that eight underlying factors of varying character are important to customer satisfaction. These are selection, atmosphere, convenience, sales people, refreshments, location, promotional activities and merchandising policy. Furthermore, this study investigates whether sources of satisfaction differ in importance with respect to gender and age, generally two important variables for retail segmentation.     

Going liquid: French food retail industry experiencing an interregnum

ABSTRACT

By calling the present condition of the French food retail industry an interregnum, this research considers the impact of liquid modernity on this sector and looks for signs of a new order at a designing stage. Nine experts representing large retailers and entrepreneurs using alternative modes of food retailing were interviewed. An interpretive analysis reveals a wide diversity of changes. Following Bauman’s liquid metaphor, we identify shock, transformations, and crisis in food retailing, which we describe as phases that mark the dynamics in the shift from solid to liquid retailing. We discuss how retailers are adapting and deploying tactics both to respond and belong to these liquid times and how retailers can regain some legitimacy by claiming a role in territorial sovereignty.     

Measuring retail performance in an omni-channel world

Abstract

Driven by global advances in technology and changes in consumer buying behavior, brick-and-mortar retailers are being forced to become omni-channel retailers. This calls for new metrics for evaluating retail performance. We examine the challenges facing the retail industry, the metrics that traditional brick-and-mortar stores have used as well as the new metrics that retail industry experts are suggesting for online retailing. A conceptual framework for omni-channel retailers is suggested.     

Implementing diversity management in retailing: Exploring the role of organisational context

Abstract

Diversity management is a means of managing customer and employee differences for the benefit of the organisation. This qualitative study considers how contextual factors influence diversity management implementation in different retailing environments. Exploratory research was conducted in three SBUs of a UK retailing group: the UK high street SBU, the US operations and the online SBU. Despite different cultural, legal and historical differences between the UK and US, these factors did not lead to significantly different ways of dealing with diversity in the UK high street and US businesses. Instead the extent to which individual differences were recognised was influenced by the selling environment and the SBU's size and structure. The paper recommends that retailers need to develop a ‘home-grown’ approach to diversity management that acknowledges their organisational context.     

The Growth and International Expansion of an Emerging Market Retailer in Latin America

ABSTRACT

This study contributes to the literature on international retailing by addressing a gap in the literature regarding how retailers from emerging markets expand internationally. This historical case study analyzes the growth and internationalization process of Chilean retailer Falabella, which is one of the largest retailers in Latin America and has been able to compete with multinationals from developed countries. The research is based on primary and secondary data sources including 33 oral interviews with company managers and family executives, as well as industry data, corporate reports, and trade journals. Drawing on institutional theory, the findings show that belonging to a family conglomerate, engaging in networks, partnerships, and organizational learning, and having an experienced management team helped Falabella gain legitimacy in all international markets.