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Retailing Management

by ;
Edition:
7th
ISBN13:

9780073381046

ISBN10:
0073381047
Format:
Hardcover
Pub. Date:
4/18/2008
Publisher(s):
McGraw-Hill/Irwin
List Price: $256.50

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Summary

Retailing Management by Levy and Weitz is the best-selling textbook in the retailing market.Retailing is a high tech, global, growth industry that provides challenging and rewarding career opportunities for college graduates. This book and its corresponding tools and exercises were written to expose students to the excitement of retailing and prepare them for a career in retailing and related fields.Known for its strategic look at retailing and current coverage, this new 7th edition continues to be organized around a model of strategic decision-making. One of the major advantages of the Levy/Weitz approach is the text's readability, organization, and its emphasis on how students can come to grips with real retailing issues and be able to solve problems. The text's logical organization around a decision-making process allows readers to learn about the process of strategic decisions first before moving on to decision implementation. The implementation decisions are broken down into merchandise management decisions and store management decisions, just as they would be in a real retailing setting.The text provides a balanced treatment of strategic, "how to," and conceptual material, in a highly readable and interesting format. The seventh edition continues its cutting edge coverage on the latest topics and developments in retailing including globalization; customer relationship management programs; multi-channel retailing; supply chain management, the use of the Internet to improve operating efficiencies and customer service; and legal, ethical and cooperate social responsibility issues.. Students indicate that this text is a "good read" because of the numerous examples of retailers, their practices, the interesting retail facts in the margins, and eye catching design and layout.

Author Biography

Barton A. Weitz is presently the JCPenney Eminent Scholar Chair in Retail Management in the Warrington College of Business Administration at the University of Florida.

Table of Contents

The World of Retailing
Introduction to the World of Retailingp. 4
What Is Retailing?p. 6
A Retailer's Role in a Supply Chainp. 7
Retailers Create Valuep. 7
Social and Economic Significance of Retailingp. 9
Social Responsibilityp. 9
Retail Salesp. 9
Employmentp. 9
Global Retailersp. 9
Structure of Retailing and Supply Chains around the Worldp. 11
Opportunities in Retailingp. 13
Management Opportunitiesp. 13
Entrepreneurial Opportunitiesp. 13
The Retail Management Decision Processp. 15
Understanding the World of Retailing-Section Ip. 15
Developing a Retail Strategy-Section IIp. 17
JCPenney Moves from Main Street to the Mallp. 19
Implementing the Retail Strategy-Sections III and IVp. 21
Whole Foods Market: An Organic and Natural Food Supermarket Chainp. 21
Ethical and Legal Considerationsp. 23
Summaryp. 25
Key Termsp. 25
Get Out and Do It!p. 25
Discussion Questions and Problemsp. 26
Suggested Readingsp. 26
Careers in Retailingp. 26
Sources of Information about Retailingp. 30
Types of Retailersp. 34
Retailer Characteristicsp. 36
Type of Merchandisep. 36
Variety and Assortmentp. 37
Services Offeredp. 39
Prices and the Cost of Offering Breadth and Depth of Merchandise and Servicesp. 39
Food Retailersp. 40
Supermarketsp. 41
Supercentersp. 44
Warehouse Clubsp. 45
Convenience Storesp. 46
General Merchandise Retailersp. 47
Department Storesp. 47
Full-Line Discount Storesp. 49
Specialty Storesp. 49
Drugstoresp. 51
Category Specialistsp. 51
Extreme Value Retailersp. 53
Off-Price Retailersp. 53
Nonstore Retailersp. 55
Electronic Retailersp. 55
Catalog and Direct-Mail Retailersp. 55
Direct Sellingp. 57
Television Home Shoppingp. 57
Vending Machine Retailingp. 58
Services Retailingp. 59
Differences between Services and Merchandise Retailersp. 60
Types of Ownershipp. 62
Independent, Single-Store Establishmentsp. 62
Corporate Retail Chainsp. 63
Franchisingp. 63
Summaryp. 65
Key Termsp. 65
Get Out and Do It!p. 65
Discussion Questions and Problemsp. 66
Suggested Readingsp. 67
Comparison Shoppingp. 67
Multichannel Retailingp. 70
Retail Channels for Interacting with Customersp. 72
Store Channelp. 72
Catalog Channelp. 74
Internet Channelp. 74
Evolution toward Multichannel Retailingp. 83
Overcoming the Limitations of an Existing Formatp. 83
Capabilities Needed for Multichannel Retailingp. 85
Who Has These Critical Resources?p. 86
Will Manufacturers Bypass Retailers and Sell Directly to Consumers?p. 87
Which Channel Is the Most Profitable?p. 88
Issues in Multichannel Retailingp. 88
Integrated Shopping Experiencep. 89
Brand Imagep. 89
Merchandise Assortmentp. 90
Pricingp. 91
Shopping in the Futurep. 91
Shopping Experiencep. 91
Supporting the Shopping Experiencep. 92
Summaryp. 93
Key Termsp. 93
Get Out and Do It!p. 93
Discussion Questions and Problemsp. 94
Suggested Readingsp. 94
Customer Buying Behaviorp. 96
The Buying Processp. 98
Need Recognitionp. 99
Information Searchp. 102
Evaluation of Alternatives: The Multiattribute Modelp. 105
Purchasing the Merchandise or Servicep. 110
Postpurchase Evaluationp. 111
Types of Buying Decisionsp. 111
Extended Problem Solvingp. 111
Limited Problem Solvingp. 111
Habitual Decision Makingp. 112
Social Factors Influencing the Buying Processp. 113
Familyp. 113
Reference Groupsp. 114
Culturep. 114
Market Segmentationp. 116
Criteria for Evaluating Market Segmentsp. 116
Approaches for segmenting Marketsp. 117
Composite Segmentation Approachesp. 123
Summaryp. 123
Key Termsp. 124
Get Out and Do It!p. 124
Discussion Questions and Problemsp. 125
Suggested Readingsp. 126
Customer Buying Behavior and Fashionp. 126
Retailing Strategy
Retail Market Strategyp. 132
What Is a Retail Strategy?p. 134
Definition of Retail Market Strategyp. 134
Target Market and Retail Formatp. 135
Building a Sustainable Competitive Advantagep. 137
Customer Loyaltyp. 138
Locationp. 140
Human Resource Managementp. 141
Distribution and Information Systemsp. 141
Unique Merchandisep. 141
Vendor Relationsp. 142
Customer Servicep. 142
Multiple Sources of Advantagep. 142
Growth Strategiesp. 144
Market Penetrationp. 144
Market Expansionp. 145
Retail Format Developmentp. 145
Diversificationp. 145
Strategic Opportunities and Competitive Advantagep. 146
Global Growth Opportunitiesp. 146
Who Is Successful and Who Isn't?p. 146
Keys to Successp. 148
Evaluating Global Growth Opportunitiesp. 150
Entry Strategiesp. 152
The Strategic Retail Planning Processp. 153
Define the Business Missionp. 154
Conduct a Situation Auditp. 154
Identify Strategic Opportunitiesp. 159
Evaluate Strategic Opportunitiesp. 159
Establish Specific Objectives and Allocate Resourcesp. 159
Develop a Retail Mix to Implement Strategyp. 159
Evaluate Performance and Make Adjustmentsp. 159
Strategic Planning in the Real Worldp. 160
Summaryp. 161
Key Termsp. 161
Get Out and Do It!p. 161
Discussion Questions and Problemsp. 162
Suggested Readingsp. 162
Using the Market Attractiveness/Competitive Position Matrixp. 163
Financial Strategyp. 166
Objectives and Goalsp. 168
Financial Objectivesp. 168
Societal Objectivesp. 168
Personal Objectivesp. 169
Strategic Profit Modelp. 169
Profit Margin Management Pathp. 171
Asset Management Pathp. 176
Return on Assetsp. 179
Illustration: Kelly Bradford's Evaluation of the Gifts-To-Go.com Growth Opportunityp. 181
Setting and Measuring Performance Objectivesp. 184
Top-Down versus Bottom-Up Processp. 185
Accountable for Performancep. 185
Performance Objectives and Measuresp. 186
Types of Measuresp. 186
Assessing Performance: The Role of Benchmarksp. 188
Summaryp. 190
Key Termsp. 190
Get Out and Do It!p. 190
Discussion Questions and Problemsp. 191
Suggested Readingsp. 191
Retail Locationsp. 192
Types of Locationsp. 194
Unplanned Retail Locationsp. 195
Freestanding Sitesp. 195
City or Town Locationsp. 196
Shopping Centersp. 199
Neighborhood and Community Shopping Centersp. 200
Power Centersp. 201
Shopping Mallsp. 201
Lifestyle Centersp. 204
Fashion/Specialty Centersp. 205
Outlet Centersp. 205
Theme/Festival Centersp. 207
Larger, Multiformat Developments-Omnicentersp. 207
Mixed Use Developmentsp. 207
Other Location Opportunitiesp. 208
Airportsp. 209
Temporary Locationsp. 209
Resortsp. 210
Store within a Storep. 210
Location and Retail Strategyp. 210
Shopping Behavior of Consumers in Retailer's Target Marketp. 210
Size of Target Marketp. 212
Uniqueness of Retail Offeringp. 212
Legal Considerationsp. 213
Environmental Issuesp. 213
Zoning and Building Codesp. 213
Summaryp. 214
Key Termsp. 214
Get Out and Do It!p. 214
Discussion Questions and Problemsp. 215
Suggested Readingsp. 215
Retail Site Locationp. 216
Evaluating Specific Areas for Locationsp. 218
Economic Conditionsp. 218
Competitionp. 219
Strategic Fitp. 220
Operating Costsp. 220
Number of Stores in an Areap. 221
Economies of Scale from Multiple Storesp. 221
Cannibalizationp. 221
Evaluating a Site for Locating a Retail Storep. 222
Site Characteristicsp. 222
Traffic Flow and Accessibilityp. 223
Location Characteristicsp. 224
Restrictions and Costsp. 225
Locations within a Shopping Centerp. 225
Trade Area Characteristicsp. 227
Trade Area Definitionp. 227
Factors Affecting the Size of the Trade Areap. 228
Measuring the Trade Area for a Retail Sitep. 229
Sources of Information about the Trade Areap. 230
Competition in the Trade Areap. 234
Estimating Potential Sales for a Store Sitep. 235
Huff Gravity Modelp. 235
Regression Analysisp. 237
Analog Approachp. 238
Illustration of Site Selection: Edward Beiner Opticalp. 238
Competitive Analysisp. 239
Define Present Trade Areap. 239
Trade Area Characteristicsp. 240
Match Characteristics of Present Trade Area with Potential Sitesp. 241
Negotiating a Leasep. 241
Types of Leasesp. 241
Terms of the Leasep. 242
Summaryp. 243
Key Termsp. 243
Get Out and Do It!p. 244
Discussion Questions and Problemsp. 244
Suggested Readingsp. 245
Human Resource Managementp. 246
Gaining Competitive Advantage Through Human Resource Managementp. 248
Objectives of Human Resource Managementp. 248
The Human Resource Triadp. 250
Special HR Conditions Facing Retailersp. 250
Designing the Organization Structure for a Retail Firmp. 252
Matching Organization Structure to Retail Strategyp. 253
Organization of a Single-Store Retailerp. 253
Organization of a National Retail Chainp. 255
Organization Structures of Other Types of Retailersp. 259
Retail Organization Design Issuesp. 259
Centralization versus Decentralizationp. 259
Coordinating Merchandise and Store Managementp. 260
Winning the Talent Warp. 261
Attracting Talent: Employment Marketingp. 262
Developing Talent: Selection and Trainingp. 262
Motivating Talent: Aligning Goalsp. 263
Keeping Talent: Building Employee Commitmentp. 266
Issues in Retail Human Resource Managementp. 269
Managing Diversityp. 269
Legal and Regulatory Issues in Human Resource Managementp. 270
Use of Technologyp. 273
Summaryp. 273
Key Termsp. 273
Get Out and Do It!p. 274
Discussion Questions and Problemsp. 275
Suggested Readingsp. 275
Information Systems and Supply Chain Managementp. 276
Creating Strategic Advantage Through Supply Chain Management and Information Systemsp. 278
Improved Product Availabilityp. 279
Higher Return on Investmentp. 279
Strategic Advantagep. 280
Information Flowsp. 282
Data Warehousep. 284
Electronic Data Interchangep. 285
Pull and Push Supply Chainsp. 286
The Physical Flow of Merchandise-Logisticsp. 287
Distribution Centers versus Direct Store Deliveryp. 287
The Distribution Centerp. 289
Reverse Logisticsp. 292
Logistics for Fulfilling Catalog and Internet Ordersp. 292
Outsourcing Logisticsp. 293
Collaboration Between Retailers and Vendors in Supply Chain Managementp. 295
Using EDIp. 296
Sharing Informationp. 296
Vendor-Managed Inventoryp. 297
Collaborative Planning, Forecasting, and Replenishmentp. 299
Radio Frequency Identification (RFID)p. 299
Benefits of RFIDp. 301
Impediments to the Adoption of RFIDp. 301
Summaryp. 302
Key Termsp. 302
Get Out and Do It!p. 303
Discussion Questions and Problemsp. 303
Suggested Readingsp. 303
Customer Relationship Managementp. 304
The CRM Processp. 306
What Is Loyalty?p. 306
Overview of the CRM Processp. 308
Collecting Customer Datap. 308
Customer Databasep. 308
Identifying Informationp. 309
Privacy and CRM Programsp. 311
Analyzing Customer Data and Identifying Target Customersp. 313
Identifying the Best Customersp. 314
Developing CRM Programsp. 318
Customer Retentionp. 318
Converting Good Customers into Best Customersp. 321
Dealing with Unprofitable Customersp. 322
Implementing CRM Programsp. 323
Summaryp. 324
Key Termsp. 324
Get Out and Do It!p. 324
Discussion Questions and Problemsp. 325
Suggested Readingsp. 325
Merchandise Management
Managing Merchandise Assortmentsp. 328
Merchandise Management Process Overviewp. 330
The Buying Organizationp. 330
Merchandise Category-The Planning Unitp. 332
Evaluating Merchandise Management Performance-GMROIp. 334
Managing Inventory Turnoverp. 336
Merchandise Management Processp. 337
Types of Merchandise Management Planning Processesp. 338
Forecasting Salesp. 340
Category Life Cyclesp. 340
Forecasting Staple Merchandisep. 342
Forecasting Fashion Merchandise Categoriesp. 345
Sales Forecasting for Service Retailersp. 348
Developing an Assortment Planp. 349
Category Variety and Assortmentp. 349
Determining Variety and Assortmentp. 349
Setting Inventory and Product Availability Levelsp. 352
Product Availabilityp. 352
Summaryp. 353
Key Termsp. 354
Get Out and Do It!p. 354
Discussion Questions and Problemsp. 354
Suggested Readingsp. 355
Merchandise Planning Systemsp. 356
Staple Merchandise Management Systemsp. 359
The Inventory Management Reportp. 360
Fashion Merchandise Management Systemsp. 362
Monthly Sales Percentage Distribution to Season (Line 1)p. 362
Monthly Sales (Line 2)p. 363
Monthly Reductions Percentage Distribution to Season (Line 3)p. 363
Monthly Reductions (Line 4)p. 364
BOM (Beginning-of-Month) Stock-to-Sales Ratio (Line 5)p. 364
BOM Stock (Line 6)p. 366
EOM (End-of-Month) Stock (Line 7)p. 366
Monthly Additions to Stock (Line 8)p. 367
Evaluating the Merchandise Budget Planp. 367
Open-to-Buy Systemp. 367
Calculating Open-to-Buy for the Current Periodp. 368
Allocating Merchandise to Storesp. 369
Amount of Merchandise Allocated to Each Storep. 370
Type of Merchandise Allocated to Storesp. 370
Timing of Merchandise Allocations to Storesp. 371
Analyzing Merchandise Management Performancep. 373
Sell-Through Analysis Evaluating Merchandise Planp. 373
Evaluating the Assortment Plan and Vendorsp. 373
Summaryp. 377
Key Termsp. 377
Get Out and Do It!p. 377
Discussion Questions and Problemsp. 378
Suggested Readingsp. 379
Retailing Inventory Methodp. 379
Buying Merchandisep. 382
Brand Alternativesp. 384
National Brandsp. 384
Private-Label Brandsp. 385
Buying National Brand Merchandisep. 390
Meeting National Brand Vendorsp. 390
National Brand Buying Processp. 392
Developing and Sourcing Private-Label Merchandisep. 392
Developing Private-Label Merchandisep. 392
Sourcing Merchandisep. 394
Global Sourcingp. 394
Support Services for Buying Merchandisep. 395
Resident Buying Officesp. 395
Retail Exchangesp. 396
Negotiating with Vendorsp. 396
Knowledge Is Powerp. 397
Negotiation Issuesp. 398
Tips for Effective Negotiatingp. 399
Strategic Relationshipsp. 401
Defining Strategic Relationshipsp. 401
Maintaining Strategic Relationshipsp. 402
Building Partnering Relationshipsp. 403
Legal and Ethical Issues for Buying Merchandisep. 404
Summaryp. 409
Key Termsp. 409
Get Out and Do It!p. 410
Discussion Questions and Problemsp. 410
Suggested Readingsp. 411
Retail Pricingp. 412
Considerations in Setting Retail Pricesp. 414
Customer Price Sensitivity and Costp. 414
Competitionp. 416
Legal and Ethical Pricing Issuesp. 418
Setting Retail Pricesp. 420
Setting Prices Based on Costsp. 420
Merchandising Optimization Softwarep. 422
Profit Impact of Setting a Retail Price: The Use of Break-Even Analysisp. 422
Price Adjustmentsp. 423
Markdownsp. 424
Variable Pricing and Price Discriminationp. 427
Pricing Strategiesp. 431
High/Low Pricingp. 431
Everyday Low Pricingp. 432
Advantages of the Pricing Strategiesp. 432
Pricing Servicesp. 433
Matching Supply and Demandp. 433
Determining Service Qualityp. 435
Pricing Techniques for Increasing Salesp. 435
Leader Pricingp. 435
Price Liningp. 435
Odd Pricingp. 436
The Internet and Price Competitionp. 437
Summaryp. 437
Key Termsp. 438
Get Out and Do It!p. 438
Discussion Questions and Problemsp. 439
Suggested Readingsp. 439
Retail Communication Mixp. 440
Using Communication Programs to Develop Brand Images and Build Customer Loyaltyp. 442
Value of Brand Imagep. 442
Building Brand Equityp. 443
Extending the Brand Namep. 447
Methods of Communicating with Customersp. 447
Paid Impersonal Communicationsp. 447
Paid Personal Communicationsp. 451
Unpaid Impersonal Communicationsp. 452
Unpaid Personal Communicationsp. 453
Strengths and Weaknesses of Communication Methodsp. 455
Planning the Retail Communication Programp. 457
Establish Objectivesp. 457
Determine the Communication Budgetp. 459
Allocation of the Promotional Budgetp. 463
Plan, Implement, and Evaluate Communication Programs-Three Illustrationsp. 463
Summaryp. 465
Key Termsp. 465
Get Out and Do It!p. 466
Discussion Questions and Problemsp. 466
Suggested Readingsp. 467
Implementing Retail Advertising Programsp. 467
Store Management
Managing the Storep. 474
Store Management Responsibilitiesp. 476
Recruiting and Selecting Store Employeesp. 477
Job Analysisp. 477
Job Descriptionp. 478
Locating Prospective Employeesp. 478
Screening Applicants to Interviewp. 479
Selecting Applicantsp. 480
Legal Considerations in Selecting and Hiring Store Employeesp. 481
Orientation and Training Programs for New Store Employeesp. 482
Orientation Programsp. 482
Training Store Employeesp. 483
Motivating and Managing Store Employeesp. 485
Leadershipp. 485
Motivating Employeesp. 486
Setting Goals or Quotasp. 487
Maintaining Moralep. 488
Sexual Harassmentp. 489
Evaluating Store Employees and Providing Feedbackp. 490
Who Should Do the Evaluation?p. 490
How Often Should Evaluations Be Done?p. 490
Format for Evaluationsp. 491
Evaluation Errorsp. 492
Compensate and Reward Store Employeesp. 492
Extrinsic Rewardsp. 493
Intrinsic Rewardsp. 493
Compensation Programsp. 494
Designing the Compensation Programp. 495
Legal Issues in Compensationp. 496
Controlling Costsp. 496
Labor Schedulingp. 497
Green and Energy-Efficient Storesp. 498
Store Maintenancep. 498
Reducing Inventory Shrinkagep. 499
Calculating Shrinkagep. 499
Organized and High-Tech Retail Theftp. 499
Detecting and Preventing Shopliftingp. 500
Reducing Employee Theftp. 501
Summaryp. 503
Key Termsp. 503
Get Out and Do It!p. 504
Discussion Questions and Problemsp. 504
Suggested Readingsp. 505
Store Layout, Design, and Visual Merchandisingp. 506
Store Design Objectivesp. 508
Store Design and Retail Strategyp. 508
Influence Customer Buying Behaviorp. 509
Flexibilityp. 510
Costp. 510
Legal Considerations-Americans With Disabilities Actp. 510
Design Trade-Offsp. 511
Store Designp. 512
Layoutsp. 512
Signage and Graphicsp. 516
Feature Areasp. 518
Space Managementp. 521
Space Allocated to Merchandise Categoriesp. 521
Location of Merchandise Categories and Design Elementsp. 522
Location of Merchandise within a Category: The Use of Planogramsp. 525
Visual Merchandisingp. 527
Fixturesp. 527
Presentation Techniquesp. 528
Atmosphericsp. 530
Lightingp. 530
Colorp. 531
Musicp. 531
Scentp. 531
How Exciting Should a Store Be?p. 532
Web Site Designp. 532
Simplicity Mattersp. 532
Getting Aroundp. 533
Let Them See Itp. 533
Blend the Web Site with the Storep. 533
Prioritizep. 533
Type of Layoutp. 533
Checkoutp. 534
Summaryp. 535
Key Termsp. 535
Get Out and Do It!p. 535
Discussion Questions and Problemsp. 536
Suggested Readingsp. 537
Customer Servicep. 538
Strategic Advantage Through Customer Servicep. 540
Customer Service Strategiesp. 541
Customer Evaluations of Service Qualityp. 543
The Gaps Model for Improving Retail Service Qualityp. 546
Knowing What Customers Want: The Knowledge Gapp. 547
Setting Service Standards: The Standards Gapp. 549
Meeting and Exceeding Service Standards: The Delivery Gapp. 552
Communicating the Service Promise: The Communications Gapp. 556
Service Recoveryp. 557
Listening to Customersp. 558
Providing a Fair Solutionp. 558
Resolving Problems Quicklyp. 559
Summaryp. 559
Key Termsp. 559
Get Out and Do It!p. 560
Discussion Questions and Problemsp. 560
Suggested Readingsp. 561
Starting Your Own Retail Businessp. 562
Starting a Franchise Businessp. 570
Cases
Overview Gridp. 575
Tractor Supply Company-Targeting the Hobby Farmerp. 576
Rainforest Cafe: A Wild Place to Shop and Eatp. 577
Providing a Retail Experience: Build-A-Bear Workshopp. 578
Wal-Mart and Corporate Social Responsibilityp. 579
Should Retailers Use Blogs?p. 580
Mall Anchors Away! The Franklins Discover Online Shoppingp. 581
The Sanchez Family Buys Bicyclesp. 582
Retailing in India: The Impact of Hypermarketsp. 583
Diamonds: From Mine to Marketp. 584
Save-A-Lotp. 586
Royal Ahold: The Biggest Supermarket Retailer You Have Never Heard Ofp. 587
The Competitive Environment in the 18- to 22-Year-Old Apparel Marketp. 588
Tiffany's and Blue Nile: Comparing Financial Performancep. 589
Stephanie's Boutique: Selecting a Store Locationp. 591
Hutch: Locating a New Storep. 592
Home Depot Changes Directionsp. 597
Avon Embraces Diversityp. 598
Nordstrom Revamps Its Loyalty Programp. 599
Nolan's Finest Foods: Category Managementp. 600
Developing a Buying Plan for Hughe'sp. 602
McFadden's Department Store: Preparation of a Merchandise Budget Planp. 603
Selling Pens to Wal-Martp. 604
How Much for a Good Smell?p. 605
Promoting a Salep. 606
Macy's: A National Department Store Brandp. 606
Discount Dining Draws a Crowd: Restaurant Weeks in Major Citiesp. 608
Enterprise Builds on Peoplep. 609
Diamond in the Roughp. 610
Fresh Ideas in Grocery Store Layoutp. 611
Sephorap. 611
A Stockout at Discmart: Will Substitution Lead to Salvation?p. 612
Customer Service and Relationship Management at Nordstromp. 613
Lindy's Bridal Shoppep. 614
Is Apple America's Best Retailer?p. 616
Starbucks Coffee Companyp. 618
New Product Development at Yankee Candle Companyp. 621
PetSmart: Where Pets Are Familyp. 623
Interviewing for a Management Trainee Positionp. 625
Glossaryp. 629
Indexes
Namep. 677
Companyp. 683
Subjectp. 687
Table of Contents provided by Ingram. All Rights Reserved.


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