Comparing perceived insecurity among customers and retail staff during service encounters

The study compares perceived insecurity by customers and retail staff during service encounters. The topic is important, because retailers invest millions of dollars in security. The framework of the study divides perceived insecurity into financial, physical, psychosocial and time-related insecurity. A total of 39 consumers participated in seven focus group discussions, and 34 retail staff members responded semi-structured interviews. The study confirms that from both customer and staff perspectives a high quality service encounter has an influence on perceived insecurity, and it diminishes disturbance and criminal activity. However, there are differences between customer and staff perspectives in many areas.     

Assessment of business potential at retail sites: empirical findings from a US supermarket chain

We address the problem of estimating retail business potential at alternative sites, with concern for assessing performance relative to potential in existing markets and for identifying the best sites for expansion into new markets. At question is the utility of information typically used in formal retail patronage models, in comparison with additional information considered important by retail executives. Relevant data are gathered from secondary sources and intensive in-store surveys are conducted to produce a portfolio of information about neighbourhood demographics, store ambience, variety and quality of products and services, relative prices of selected products, etc. for stores in a retail grocery chain and competitive stores in the chain's markets. We experiment with alternative statistical models for store performance to determine the consequence of restricting the types of data available when constructing the models. Our findings suggest that while information about store location and surrounding areas, store characteristics and competitive position are all required to obtain the best assessment for business potential at a site, a few key variables on each dimension offer the bulk of explanatory power. Further, the spatial-locational variables affect all measures of store performance in intuitive directions, whereas the effects of other variables differ according to performance measure and reflect the store's market position.     

Beyond the world of packaged goods: assessing the relevance of integrated marketing communications for retail and consumer service marketing

Product and packaged goods marketers have responded to changing consumer and media environments by adopting integrated approaches to marketing communication. The value and utility of such approaches likely extend to a wide range of marketers, but there have been few published attempts to examine the viability of the integrated marketing communication concept in retail and service marketing. This study addresses this void by using a seven-stage model of integrated marketing communications to examine the media and message delivery practices of national and regional retailers and consumer service marketers. The results of a national mail survey found many of these marketers using such key integrated marketing communication elements as multiple media, databases, individual-level consumer information and behavioural response measures in their media and message delivery practices. Few, however, were using these elements in a strategic or coordinated fashion. Integrated approaches thus appear to have much value in retail and service marketing, particularly as a means for coordinating media and message delivery elements in a fashion that provides a way to link behavioural responses to media vehicles and advertising messages.     

A COOL Effect: The Direct and Indirect Impact of Country-of-Origin Disclosures on Purchase Intentions for Retail Food Products

Retailers recently became required to provide specific country-of-origin information for muscle cuts of beef, chicken, pork, lamb, and goat. Drawing from the consumer inference and activation theory literatures, hypotheses are offered regarding how consumers use country-of-origin labeling (COOL) to draw inferences related to specific product attributes and how these inferences, in turn, lead to differences in mediation effects for purchase intentions. Results from a pilot study and two experiments reveal that consumers are more likely to purchase meat when it is identified as a U.S. product. Furthermore, the relative strength of the mediating effects of perceived food safety, taste, and freshness differs as expected. The authors show how the direct and indirect effects of the country-of-origin disclosure are attenuated by the presentation of objective information about the meat processing systems of competing countries. Given the recently mandated COOL disclosures, results have important implications for food retailers, members of the supply chain, and consumers.     

Configurations of business strategy and marketing channels for e-commerce and traditional retail formats: A Qualitative Comparison Analysis (QCA) in sporting goods retailing

This article applies a configurational approach to study the fit between retail format, business strategy, and multi-channel setup. Its empirical material consists of five case studies, and a data set of 74 sporting goods retailers in Sweden. Our results show that a retailer can create strategic advantages when its multi-channel setup fits with its business strategy, and that retail format is important for explaining differences in growth and profit, the former being assigned to e-commerce and the latter to physical stores. Moreover, the study reveals that to some extent online channels also have positive performance implications for physical store retailers.     

Influence of industry type on the relationship between international operations and risk

Reducing strategic risk has become an issue of paramount importance to corporations. One way to reduce such risk is through international operations. However, published research reports conflicting findings on the relationship between international operations and risk reduction. In addition, the literature leaves one avenue largely unexplored, namely, industry influence. Using a sample of 367 firms, this study tests for the relationship between internationalization and risk across global and multi-domestic industries. Study findings indicate a negative relationship between risk and internationalization, indicating that firms are benefited by reduced risk through internationalization. Additionally, regression models indicate the incremental rate of benefits due to internationalization is greater in the case of global industries, compared to multi-domestic industries.