Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Purchase Benefits
What is included with this book?
The World of Retailing | |
Introduction to the World of Retailing | p. 4 |
What Is Retailing? | p. 6 |
A Retailer's Role in a Supply Chain | p. 7 |
Retailers Create Value | p. 7 |
Social and Economic Significance of Retailing | p. 9 |
Social Responsibility | p. 9 |
Retail Sales | p. 9 |
Employment | p. 9 |
Global Retailers | p. 9 |
Structure of Retailing and Supply Chains around the World | p. 11 |
Opportunities in Retailing | p. 13 |
Management Opportunities | p. 13 |
Entrepreneurial Opportunities | p. 13 |
The Retail Management Decision Process | p. 15 |
Understanding the World of Retailing-Section I | p. 15 |
Developing a Retail Strategy-Section II | p. 17 |
JCPenney Moves from Main Street to the Mall | p. 19 |
Implementing the Retail Strategy-Sections III and IV | p. 21 |
Whole Foods Market: An Organic and Natural Food Supermarket Chain | p. 21 |
Ethical and Legal Considerations | p. 23 |
Summary | p. 25 |
Key Terms | p. 25 |
Get Out and Do It! | p. 25 |
Discussion Questions and Problems | p. 26 |
Suggested Readings | p. 26 |
Careers in Retailing | p. 26 |
Sources of Information about Retailing | p. 30 |
Types of Retailers | p. 34 |
Retailer Characteristics | p. 36 |
Type of Merchandise | p. 36 |
Variety and Assortment | p. 37 |
Services Offered | p. 39 |
Prices and the Cost of Offering Breadth and Depth of Merchandise and Services | p. 39 |
Food Retailers | p. 40 |
Supermarkets | p. 41 |
Supercenters | p. 44 |
Warehouse Clubs | p. 45 |
Convenience Stores | p. 46 |
General Merchandise Retailers | p. 47 |
Department Stores | p. 47 |
Full-Line Discount Stores | p. 49 |
Specialty Stores | p. 49 |
Drugstores | p. 51 |
Category Specialists | p. 51 |
Extreme Value Retailers | p. 53 |
Off-Price Retailers | p. 53 |
Nonstore Retailers | p. 55 |
Electronic Retailers | p. 55 |
Catalog and Direct-Mail Retailers | p. 55 |
Direct Selling | p. 57 |
Television Home Shopping | p. 57 |
Vending Machine Retailing | p. 58 |
Services Retailing | p. 59 |
Differences between Services and Merchandise Retailers | p. 60 |
Types of Ownership | p. 62 |
Independent, Single-Store Establishments | p. 62 |
Corporate Retail Chains | p. 63 |
Franchising | p. 63 |
Summary | p. 65 |
Key Terms | p. 65 |
Get Out and Do It! | p. 65 |
Discussion Questions and Problems | p. 66 |
Suggested Readings | p. 67 |
Comparison Shopping | p. 67 |
Multichannel Retailing | p. 70 |
Retail Channels for Interacting with Customers | p. 72 |
Store Channel | p. 72 |
Catalog Channel | p. 74 |
Internet Channel | p. 74 |
Evolution toward Multichannel Retailing | p. 83 |
Overcoming the Limitations of an Existing Format | p. 83 |
Capabilities Needed for Multichannel Retailing | p. 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 Retailing | p. 88 |
Integrated Shopping Experience | p. 89 |
Brand Image | p. 89 |
Merchandise Assortment | p. 90 |
Pricing | p. 91 |
Shopping in the Future | p. 91 |
Shopping Experience | p. 91 |
Supporting the Shopping Experience | p. 92 |
Summary | p. 93 |
Key Terms | p. 93 |
Get Out and Do It! | p. 93 |
Discussion Questions and Problems | p. 94 |
Suggested Readings | p. 94 |
Customer Buying Behavior | p. 96 |
The Buying Process | p. 98 |
Need Recognition | p. 99 |
Information Search | p. 102 |
Evaluation of Alternatives: The Multiattribute Model | p. 105 |
Purchasing the Merchandise or Service | p. 110 |
Postpurchase Evaluation | p. 111 |
Types of Buying Decisions | p. 111 |
Extended Problem Solving | p. 111 |
Limited Problem Solving | p. 111 |
Habitual Decision Making | p. 112 |
Social Factors Influencing the Buying Process | p. 113 |
Family | p. 113 |
Reference Groups | p. 114 |
Culture | p. 114 |
Market Segmentation | p. 116 |
Criteria for Evaluating Market Segments | p. 116 |
Approaches for segmenting Markets | p. 117 |
Composite Segmentation Approaches | p. 123 |
Summary | p. 123 |
Key Terms | p. 124 |
Get Out and Do It! | p. 124 |
Discussion Questions and Problems | p. 125 |
Suggested Readings | p. 126 |
Customer Buying Behavior and Fashion | p. 126 |
Retailing Strategy | |
Retail Market Strategy | p. 132 |
What Is a Retail Strategy? | p. 134 |
Definition of Retail Market Strategy | p. 134 |
Target Market and Retail Format | p. 135 |
Building a Sustainable Competitive Advantage | p. 137 |
Customer Loyalty | p. 138 |
Location | p. 140 |
Human Resource Management | p. 141 |
Distribution and Information Systems | p. 141 |
Unique Merchandise | p. 141 |
Vendor Relations | p. 142 |
Customer Service | p. 142 |
Multiple Sources of Advantage | p. 142 |
Growth Strategies | p. 144 |
Market Penetration | p. 144 |
Market Expansion | p. 145 |
Retail Format Development | p. 145 |
Diversification | p. 145 |
Strategic Opportunities and Competitive Advantage | p. 146 |
Global Growth Opportunities | p. 146 |
Who Is Successful and Who Isn't? | p. 146 |
Keys to Success | p. 148 |
Evaluating Global Growth Opportunities | p. 150 |
Entry Strategies | p. 152 |
The Strategic Retail Planning Process | p. 153 |
Define the Business Mission | p. 154 |
Conduct a Situation Audit | p. 154 |
Identify Strategic Opportunities | p. 159 |
Evaluate Strategic Opportunities | p. 159 |
Establish Specific Objectives and Allocate Resources | p. 159 |
Develop a Retail Mix to Implement Strategy | p. 159 |
Evaluate Performance and Make Adjustments | p. 159 |
Strategic Planning in the Real World | p. 160 |
Summary | p. 161 |
Key Terms | p. 161 |
Get Out and Do It! | p. 161 |
Discussion Questions and Problems | p. 162 |
Suggested Readings | p. 162 |
Using the Market Attractiveness/Competitive Position Matrix | p. 163 |
Financial Strategy | p. 166 |
Objectives and Goals | p. 168 |
Financial Objectives | p. 168 |
Societal Objectives | p. 168 |
Personal Objectives | p. 169 |
Strategic Profit Model | p. 169 |
Profit Margin Management Path | p. 171 |
Asset Management Path | p. 176 |
Return on Assets | p. 179 |
Illustration: Kelly Bradford's Evaluation of the Gifts-To-Go.com Growth Opportunity | p. 181 |
Setting and Measuring Performance Objectives | p. 184 |
Top-Down versus Bottom-Up Process | p. 185 |
Accountable for Performance | p. 185 |
Performance Objectives and Measures | p. 186 |
Types of Measures | p. 186 |
Assessing Performance: The Role of Benchmarks | p. 188 |
Summary | p. 190 |
Key Terms | p. 190 |
Get Out and Do It! | p. 190 |
Discussion Questions and Problems | p. 191 |
Suggested Readings | p. 191 |
Retail Locations | p. 192 |
Types of Locations | p. 194 |
Unplanned Retail Locations | p. 195 |
Freestanding Sites | p. 195 |
City or Town Locations | p. 196 |
Shopping Centers | p. 199 |
Neighborhood and Community Shopping Centers | p. 200 |
Power Centers | p. 201 |
Shopping Malls | p. 201 |
Lifestyle Centers | p. 204 |
Fashion/Specialty Centers | p. 205 |
Outlet Centers | p. 205 |
Theme/Festival Centers | p. 207 |
Larger, Multiformat Developments-Omnicenters | p. 207 |
Mixed Use Developments | p. 207 |
Other Location Opportunities | p. 208 |
Airports | p. 209 |
Temporary Locations | p. 209 |
Resorts | p. 210 |
Store within a Store | p. 210 |
Location and Retail Strategy | p. 210 |
Shopping Behavior of Consumers in Retailer's Target Market | p. 210 |
Size of Target Market | p. 212 |
Uniqueness of Retail Offering | p. 212 |
Legal Considerations | p. 213 |
Environmental Issues | p. 213 |
Zoning and Building Codes | p. 213 |
Summary | p. 214 |
Key Terms | p. 214 |
Get Out and Do It! | p. 214 |
Discussion Questions and Problems | p. 215 |
Suggested Readings | p. 215 |
Retail Site Location | p. 216 |
Evaluating Specific Areas for Locations | p. 218 |
Economic Conditions | p. 218 |
Competition | p. 219 |
Strategic Fit | p. 220 |
Operating Costs | p. 220 |
Number of Stores in an Area | p. 221 |
Economies of Scale from Multiple Stores | p. 221 |
Cannibalization | p. 221 |
Evaluating a Site for Locating a Retail Store | p. 222 |
Site Characteristics | p. 222 |
Traffic Flow and Accessibility | p. 223 |
Location Characteristics | p. 224 |
Restrictions and Costs | p. 225 |
Locations within a Shopping Center | p. 225 |
Trade Area Characteristics | p. 227 |
Trade Area Definition | p. 227 |
Factors Affecting the Size of the Trade Area | p. 228 |
Measuring the Trade Area for a Retail Site | p. 229 |
Sources of Information about the Trade Area | p. 230 |
Competition in the Trade Area | p. 234 |
Estimating Potential Sales for a Store Site | p. 235 |
Huff Gravity Model | p. 235 |
Regression Analysis | p. 237 |
Analog Approach | p. 238 |
Illustration of Site Selection: Edward Beiner Optical | p. 238 |
Competitive Analysis | p. 239 |
Define Present Trade Area | p. 239 |
Trade Area Characteristics | p. 240 |
Match Characteristics of Present Trade Area with Potential Sites | p. 241 |
Negotiating a Lease | p. 241 |
Types of Leases | p. 241 |
Terms of the Lease | p. 242 |
Summary | p. 243 |
Key Terms | p. 243 |
Get Out and Do It! | p. 244 |
Discussion Questions and Problems | p. 244 |
Suggested Readings | p. 245 |
Human Resource Management | p. 246 |
Gaining Competitive Advantage Through Human Resource Management | p. 248 |
Objectives of Human Resource Management | p. 248 |
The Human Resource Triad | p. 250 |
Special HR Conditions Facing Retailers | p. 250 |
Designing the Organization Structure for a Retail Firm | p. 252 |
Matching Organization Structure to Retail Strategy | p. 253 |
Organization of a Single-Store Retailer | p. 253 |
Organization of a National Retail Chain | p. 255 |
Organization Structures of Other Types of Retailers | p. 259 |
Retail Organization Design Issues | p. 259 |
Centralization versus Decentralization | p. 259 |
Coordinating Merchandise and Store Management | p. 260 |
Winning the Talent War | p. 261 |
Attracting Talent: Employment Marketing | p. 262 |
Developing Talent: Selection and Training | p. 262 |
Motivating Talent: Aligning Goals | p. 263 |
Keeping Talent: Building Employee Commitment | p. 266 |
Issues in Retail Human Resource Management | p. 269 |
Managing Diversity | p. 269 |
Legal and Regulatory Issues in Human Resource Management | p. 270 |
Use of Technology | p. 273 |
Summary | p. 273 |
Key Terms | p. 273 |
Get Out and Do It! | p. 274 |
Discussion Questions and Problems | p. 275 |
Suggested Readings | p. 275 |
Information Systems and Supply Chain Management | p. 276 |
Creating Strategic Advantage Through Supply Chain Management and Information Systems | p. 278 |
Improved Product Availability | p. 279 |
Higher Return on Investment | p. 279 |
Strategic Advantage | p. 280 |
Information Flows | p. 282 |
Data Warehouse | p. 284 |
Electronic Data Interchange | p. 285 |
Pull and Push Supply Chains | p. 286 |
The Physical Flow of Merchandise-Logistics | p. 287 |
Distribution Centers versus Direct Store Delivery | p. 287 |
The Distribution Center | p. 289 |
Reverse Logistics | p. 292 |
Logistics for Fulfilling Catalog and Internet Orders | p. 292 |
Outsourcing Logistics | p. 293 |
Collaboration Between Retailers and Vendors in Supply Chain Management | p. 295 |
Using EDI | p. 296 |
Sharing Information | p. 296 |
Vendor-Managed Inventory | p. 297 |
Collaborative Planning, Forecasting, and Replenishment | p. 299 |
Radio Frequency Identification (RFID) | p. 299 |
Benefits of RFID | p. 301 |
Impediments to the Adoption of RFID | p. 301 |
Summary | p. 302 |
Key Terms | p. 302 |
Get Out and Do It! | p. 303 |
Discussion Questions and Problems | p. 303 |
Suggested Readings | p. 303 |
Customer Relationship Management | p. 304 |
The CRM Process | p. 306 |
What Is Loyalty? | p. 306 |
Overview of the CRM Process | p. 308 |
Collecting Customer Data | p. 308 |
Customer Database | p. 308 |
Identifying Information | p. 309 |
Privacy and CRM Programs | p. 311 |
Analyzing Customer Data and Identifying Target Customers | p. 313 |
Identifying the Best Customers | p. 314 |
Developing CRM Programs | p. 318 |
Customer Retention | p. 318 |
Converting Good Customers into Best Customers | p. 321 |
Dealing with Unprofitable Customers | p. 322 |
Implementing CRM Programs | p. 323 |
Summary | p. 324 |
Key Terms | p. 324 |
Get Out and Do It! | p. 324 |
Discussion Questions and Problems | p. 325 |
Suggested Readings | p. 325 |
Merchandise Management | |
Managing Merchandise Assortments | p. 328 |
Merchandise Management Process Overview | p. 330 |
The Buying Organization | p. 330 |
Merchandise Category-The Planning Unit | p. 332 |
Evaluating Merchandise Management Performance-GMROI | p. 334 |
Managing Inventory Turnover | p. 336 |
Merchandise Management Process | p. 337 |
Types of Merchandise Management Planning Processes | p. 338 |
Forecasting Sales | p. 340 |
Category Life Cycles | p. 340 |
Forecasting Staple Merchandise | p. 342 |
Forecasting Fashion Merchandise Categories | p. 345 |
Sales Forecasting for Service Retailers | p. 348 |
Developing an Assortment Plan | p. 349 |
Category Variety and Assortment | p. 349 |
Determining Variety and Assortment | p. 349 |
Setting Inventory and Product Availability Levels | p. 352 |
Product Availability | p. 352 |
Summary | p. 353 |
Key Terms | p. 354 |
Get Out and Do It! | p. 354 |
Discussion Questions and Problems | p. 354 |
Suggested Readings | p. 355 |
Merchandise Planning Systems | p. 356 |
Staple Merchandise Management Systems | p. 359 |
The Inventory Management Report | p. 360 |
Fashion Merchandise Management Systems | p. 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 Plan | p. 367 |
Open-to-Buy System | p. 367 |
Calculating Open-to-Buy for the Current Period | p. 368 |
Allocating Merchandise to Stores | p. 369 |
Amount of Merchandise Allocated to Each Store | p. 370 |
Type of Merchandise Allocated to Stores | p. 370 |
Timing of Merchandise Allocations to Stores | p. 371 |
Analyzing Merchandise Management Performance | p. 373 |
Sell-Through Analysis Evaluating Merchandise Plan | p. 373 |
Evaluating the Assortment Plan and Vendors | p. 373 |
Summary | p. 377 |
Key Terms | p. 377 |
Get Out and Do It! | p. 377 |
Discussion Questions and Problems | p. 378 |
Suggested Readings | p. 379 |
Retailing Inventory Method | p. 379 |
Buying Merchandise | p. 382 |
Brand Alternatives | p. 384 |
National Brands | p. 384 |
Private-Label Brands | p. 385 |
Buying National Brand Merchandise | p. 390 |
Meeting National Brand Vendors | p. 390 |
National Brand Buying Process | p. 392 |
Developing and Sourcing Private-Label Merchandise | p. 392 |
Developing Private-Label Merchandise | p. 392 |
Sourcing Merchandise | p. 394 |
Global Sourcing | p. 394 |
Support Services for Buying Merchandise | p. 395 |
Resident Buying Offices | p. 395 |
Retail Exchanges | p. 396 |
Negotiating with Vendors | p. 396 |
Knowledge Is Power | p. 397 |
Negotiation Issues | p. 398 |
Tips for Effective Negotiating | p. 399 |
Strategic Relationships | p. 401 |
Defining Strategic Relationships | p. 401 |
Maintaining Strategic Relationships | p. 402 |
Building Partnering Relationships | p. 403 |
Legal and Ethical Issues for Buying Merchandise | p. 404 |
Summary | p. 409 |
Key Terms | p. 409 |
Get Out and Do It! | p. 410 |
Discussion Questions and Problems | p. 410 |
Suggested Readings | p. 411 |
Retail Pricing | p. 412 |
Considerations in Setting Retail Prices | p. 414 |
Customer Price Sensitivity and Cost | p. 414 |
Competition | p. 416 |
Legal and Ethical Pricing Issues | p. 418 |
Setting Retail Prices | p. 420 |
Setting Prices Based on Costs | p. 420 |
Merchandising Optimization Software | p. 422 |
Profit Impact of Setting a Retail Price: The Use of Break-Even Analysis | p. 422 |
Price Adjustments | p. 423 |
Markdowns | p. 424 |
Variable Pricing and Price Discrimination | p. 427 |
Pricing Strategies | p. 431 |
High/Low Pricing | p. 431 |
Everyday Low Pricing | p. 432 |
Advantages of the Pricing Strategies | p. 432 |
Pricing Services | p. 433 |
Matching Supply and Demand | p. 433 |
Determining Service Quality | p. 435 |
Pricing Techniques for Increasing Sales | p. 435 |
Leader Pricing | p. 435 |
Price Lining | p. 435 |
Odd Pricing | p. 436 |
The Internet and Price Competition | p. 437 |
Summary | p. 437 |
Key Terms | p. 438 |
Get Out and Do It! | p. 438 |
Discussion Questions and Problems | p. 439 |
Suggested Readings | p. 439 |
Retail Communication Mix | p. 440 |
Using Communication Programs to Develop Brand Images and Build Customer Loyalty | p. 442 |
Value of Brand Image | p. 442 |
Building Brand Equity | p. 443 |
Extending the Brand Name | p. 447 |
Methods of Communicating with Customers | p. 447 |
Paid Impersonal Communications | p. 447 |
Paid Personal Communications | p. 451 |
Unpaid Impersonal Communications | p. 452 |
Unpaid Personal Communications | p. 453 |
Strengths and Weaknesses of Communication Methods | p. 455 |
Planning the Retail Communication Program | p. 457 |
Establish Objectives | p. 457 |
Determine the Communication Budget | p. 459 |
Allocation of the Promotional Budget | p. 463 |
Plan, Implement, and Evaluate Communication Programs-Three Illustrations | p. 463 |
Summary | p. 465 |
Key Terms | p. 465 |
Get Out and Do It! | p. 466 |
Discussion Questions and Problems | p. 466 |
Suggested Readings | p. 467 |
Implementing Retail Advertising Programs | p. 467 |
Store Management | |
Managing the Store | p. 474 |
Store Management Responsibilities | p. 476 |
Recruiting and Selecting Store Employees | p. 477 |
Job Analysis | p. 477 |
Job Description | p. 478 |
Locating Prospective Employees | p. 478 |
Screening Applicants to Interview | p. 479 |
Selecting Applicants | p. 480 |
Legal Considerations in Selecting and Hiring Store Employees | p. 481 |
Orientation and Training Programs for New Store Employees | p. 482 |
Orientation Programs | p. 482 |
Training Store Employees | p. 483 |
Motivating and Managing Store Employees | p. 485 |
Leadership | p. 485 |
Motivating Employees | p. 486 |
Setting Goals or Quotas | p. 487 |
Maintaining Morale | p. 488 |
Sexual Harassment | p. 489 |
Evaluating Store Employees and Providing Feedback | p. 490 |
Who Should Do the Evaluation? | p. 490 |
How Often Should Evaluations Be Done? | p. 490 |
Format for Evaluations | p. 491 |
Evaluation Errors | p. 492 |
Compensate and Reward Store Employees | p. 492 |
Extrinsic Rewards | p. 493 |
Intrinsic Rewards | p. 493 |
Compensation Programs | p. 494 |
Designing the Compensation Program | p. 495 |
Legal Issues in Compensation | p. 496 |
Controlling Costs | p. 496 |
Labor Scheduling | p. 497 |
Green and Energy-Efficient Stores | p. 498 |
Store Maintenance | p. 498 |
Reducing Inventory Shrinkage | p. 499 |
Calculating Shrinkage | p. 499 |
Organized and High-Tech Retail Theft | p. 499 |
Detecting and Preventing Shoplifting | p. 500 |
Reducing Employee Theft | p. 501 |
Summary | p. 503 |
Key Terms | p. 503 |
Get Out and Do It! | p. 504 |
Discussion Questions and Problems | p. 504 |
Suggested Readings | p. 505 |
Store Layout, Design, and Visual Merchandising | p. 506 |
Store Design Objectives | p. 508 |
Store Design and Retail Strategy | p. 508 |
Influence Customer Buying Behavior | p. 509 |
Flexibility | p. 510 |
Cost | p. 510 |
Legal Considerations-Americans With Disabilities Act | p. 510 |
Design Trade-Offs | p. 511 |
Store Design | p. 512 |
Layouts | p. 512 |
Signage and Graphics | p. 516 |
Feature Areas | p. 518 |
Space Management | p. 521 |
Space Allocated to Merchandise Categories | p. 521 |
Location of Merchandise Categories and Design Elements | p. 522 |
Location of Merchandise within a Category: The Use of Planograms | p. 525 |
Visual Merchandising | p. 527 |
Fixtures | p. 527 |
Presentation Techniques | p. 528 |
Atmospherics | p. 530 |
Lighting | p. 530 |
Color | p. 531 |
Music | p. 531 |
Scent | p. 531 |
How Exciting Should a Store Be? | p. 532 |
Web Site Design | p. 532 |
Simplicity Matters | p. 532 |
Getting Around | p. 533 |
Let Them See It | p. 533 |
Blend the Web Site with the Store | p. 533 |
Prioritize | p. 533 |
Type of Layout | p. 533 |
Checkout | p. 534 |
Summary | p. 535 |
Key Terms | p. 535 |
Get Out and Do It! | p. 535 |
Discussion Questions and Problems | p. 536 |
Suggested Readings | p. 537 |
Customer Service | p. 538 |
Strategic Advantage Through Customer Service | p. 540 |
Customer Service Strategies | p. 541 |
Customer Evaluations of Service Quality | p. 543 |
The Gaps Model for Improving Retail Service Quality | p. 546 |
Knowing What Customers Want: The Knowledge Gap | p. 547 |
Setting Service Standards: The Standards Gap | p. 549 |
Meeting and Exceeding Service Standards: The Delivery Gap | p. 552 |
Communicating the Service Promise: The Communications Gap | p. 556 |
Service Recovery | p. 557 |
Listening to Customers | p. 558 |
Providing a Fair Solution | p. 558 |
Resolving Problems Quickly | p. 559 |
Summary | p. 559 |
Key Terms | p. 559 |
Get Out and Do It! | p. 560 |
Discussion Questions and Problems | p. 560 |
Suggested Readings | p. 561 |
Starting Your Own Retail Business | p. 562 |
Starting a Franchise Business | p. 570 |
Cases | |
Overview Grid | p. 575 |
Tractor Supply Company-Targeting the Hobby Farmer | p. 576 |
Rainforest Cafe: A Wild Place to Shop and Eat | p. 577 |
Providing a Retail Experience: Build-A-Bear Workshop | p. 578 |
Wal-Mart and Corporate Social Responsibility | p. 579 |
Should Retailers Use Blogs? | p. 580 |
Mall Anchors Away! The Franklins Discover Online Shopping | p. 581 |
The Sanchez Family Buys Bicycles | p. 582 |
Retailing in India: The Impact of Hypermarkets | p. 583 |
Diamonds: From Mine to Market | p. 584 |
Save-A-Lot | p. 586 |
Royal Ahold: The Biggest Supermarket Retailer You Have Never Heard Of | p. 587 |
The Competitive Environment in the 18- to 22-Year-Old Apparel Market | p. 588 |
Tiffany's and Blue Nile: Comparing Financial Performance | p. 589 |
Stephanie's Boutique: Selecting a Store Location | p. 591 |
Hutch: Locating a New Store | p. 592 |
Home Depot Changes Directions | p. 597 |
Avon Embraces Diversity | p. 598 |
Nordstrom Revamps Its Loyalty Program | p. 599 |
Nolan's Finest Foods: Category Management | p. 600 |
Developing a Buying Plan for Hughe's | p. 602 |
McFadden's Department Store: Preparation of a Merchandise Budget Plan | p. 603 |
Selling Pens to Wal-Mart | p. 604 |
How Much for a Good Smell? | p. 605 |
Promoting a Sale | p. 606 |
Macy's: A National Department Store Brand | p. 606 |
Discount Dining Draws a Crowd: Restaurant Weeks in Major Cities | p. 608 |
Enterprise Builds on People | p. 609 |
Diamond in the Rough | p. 610 |
Fresh Ideas in Grocery Store Layout | p. 611 |
Sephora | p. 611 |
A Stockout at Discmart: Will Substitution Lead to Salvation? | p. 612 |
Customer Service and Relationship Management at Nordstrom | p. 613 |
Lindy's Bridal Shoppe | p. 614 |
Is Apple America's Best Retailer? | p. 616 |
Starbucks Coffee Company | p. 618 |
New Product Development at Yankee Candle Company | p. 621 |
PetSmart: Where Pets Are Family | p. 623 |
Interviewing for a Management Trainee Position | p. 625 |
Glossary | p. 629 |
Indexes | |
Name | p. 677 |
Company | p. 683 |
Subject | p. 687 |
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