Retailing management:
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| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York, NY
McGraw-Hill/Irwin
2012
|
| Edition: | 8. ed., [international student ed.] |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXVII, 675 S. Ill., graph. Darst. |
| ISBN: | 9780071220989 0071220984 |
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MARC
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| 245 | 1 | 0 | |a Retailing management |c Michael Levy ; Barton A. Weitz |
| 250 | |a 8. ed., [international student ed.] | ||
| 264 | 1 | |a New York, NY |b McGraw-Hill/Irwin |c 2012 | |
| 300 | |a XXVII, 675 S. |b Ill., graph. Darst. | ||
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Record in the Search Index
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| adam_text | BRIEF
CONTENTS
THE WORLD
OF RETAILING
Introduction to the World of Retailing
Types of Retailers
28
Multichannel Retailing
56
Customer Buying Behavior
78
SECTION II RETAILING STRATEGY
5
Retail Market Strategy
110
6
Financial Strategy
140
7
Retail Locations
166
8
Retail Site Location
188
9
Human Resource Management
218
10
Information Systems and Supply Chain Management
246
I I Customer Relationship Management
274
SECTION III MERCHANDISE MANAGEMENT
12
Managing the Merchandise Planning Process
13
Buying Merchandise
340
14
Retail Pricing
370
15
Retail Communication Mix
398
300
SECTION IV STORE MANAGEMENT
16
Managing the Store
432
17
Store Layout, Design, and Visual Merchandising
466
18
Customer Service
498
Appendix A Starting Your Own Retail Business
524
Appendix
В
Starting a Franchise Business
532
SECTION V
CASES
Cases
536
Glossary
59
1
Notes
6
1
7
Photo Credits
639
Index
641
[Vili
CONTENTS
SECTION
I THEWORLD OF RETAILING
CHAPTER I INTRODUCTIONTOTHEWORLD OF RETAILING
4
What Is Retailing?
6
The Retailer s Role in a Supply Chain
6
Retailers Create Value
7
Social and Economic Significance of
Retailing
8
Social Responsibility
8
Retail Sales
9
Retailing View 1.1 ¡Socially Responsible
Retailers
9
Employment
10
Structure of Retailing and Distribution Channels
around the World
10
Global Retailers
10
Differences in Distribution Channels I I
Opportunities in Retailing I
2
Management Opportunities 1
2
Entrepreneurial Opportunities 1
3
CHAPTER
2
TYPES OF RETAILERS
28
Retailer Characteristics
30
Type of Merchandise
30
Retailing View
2.
1
:
Rent Some Luxury
З І
Variety and Assortment
32
Services Offered
33
Prices and the Cost of Offering Breadth and Depth of
Merchandise and Services
33
Food Retailers
35
Supermarkets
35
Retailing View 2.2:ALDI: Provides Excellent Value in
the United States
36
Supercenters
38
Warehouse Clubs
39
Convenience Stores
40
General Merchandise Retailers
40
Department Stores
4
1
Full-Line Discount Stores
42
Retailing View 1
.2:
Sam Walton, Founder of
Walmart
(1918-1992) 13
The Retail Management Decision Process 1
4
Understanding the World of Retailing
—
Section I
14
Developing a Retail Stragegy
—
Section II
16
JCPenney Moves from Main Street to Multichannel
Retailing 1
8
Implementing the Retail Strategy
—
Sections III and IV
20
Whole Foods MarketAn Organic and Natural Food
Supermarket Chain
20
Ethical and Legal Considerations
22
Summary
23
Key Terms
23
Get Out and Do It!
24
Discussion Questions and Problems
24
Suggested Readings
25
Appendix I A: Careers in Retailing
25
!
Specialty Stores
42
Drugstores
44
Retailing View
2.3:
Specializing in Everything Video
Games
...
Buy, Play, Sell
44
Category Specialists
45
Extreme-Value Retailers
46
Off-Price Retailers
46
Services Retailing
48
Differences between Services and Merchandise
Retailers
50
Types of Ownership
5
1
Independent, Single-Store Establishments
5
1
Corporate Retail Chains
52
Franchising
52
Retailing View 2.4:Tart Frozen Yogurt—the Sweet
Franchise
52
Summary
53
Key Terms
54
Get Out and Do It!
54
Discussion Questions and Problems
55
Suggested Readings
55
CHAPTER
3
MULTICHANNEL RETAILING
56
Retail Channels
58
Internet Channel
58
Catalog Channel
58
Direct Selling
59
Retailing View
3.
1
:
Direct Selling in China
59
Television Home Shopping
60
Automated Retailing
60
Benefits Offered by the Retail
Channels
6
1
Store Channel
6
1
Retailing View
3.2:
Bass Pro Shops
Makes Shopping Fun
62
Catalog Channel
63
Internet Channel
63
XÎX
Retailing View
3.3:
Helping Couples Get Ready for the
Big Day
64
Benefits of Multichannel Retailing
66
Overcoming the Limitations of an Existing Format
67
Increasing Customer Satisfaction and Loyalty
67
Gaining Insights into Consumer Shopping Behavior
68
Expanding Market Presence
68
Building a Strategic Advantage
68
Other Multichannel Retailing Issues
69
Which Channel Has the Lowest Costs?
69
Will Manufacturers Bypass Retailers and Sell Directly to
Consumers?
69
Challenges of Effective Multichannel Retailing
70
Providing an Integrated Shopping Experience
70
Supporting M-Commerce
71
Organizing for Multichannel Retailing
72
CHAPTER
4
CUSTOMER BUYING BEHAVIOR
78
The Buying Process
79
Need Recognition
81
Information Search
83
Retailing View
4.
l:The Internet Has Changed the
Car-Buying Process
84
Evaluation of Alternatives:The Multiattribute
Model
86
Retailing View
4.2:
Do It Herself at Lowe s
89
Purchasing the Merchandise or Service
90
Postpurchase Evaluation
9
1
Types of Buying Decisions
9
1
Extended Problem Solving
9
1
Limited Problem Solving
92
Habitual Decision Making
92
Retailing View
4.3:
Using Digital Displays to Stimulate
Unplanned Purchases
93
Retailing View
3.4:
Build-A-Bear Workshop Uses
Multiple Channels to Enhance Its Image
73
Multichannel Shopping in the Future
74
Shopping Experience Scenario
74
Supporting the Shopping Experience
75
Summary
76
Key Terms
76
Get Out and Do It!
76
Discussion Questions and Problems
77
Suggested Readings
77
Social Factors Influencing the Buying Process
94
Family
94
Reference Groups
94
Retailing View
4.4:
Retailing toTweens
95
Culture
96
Market Segmentation
96
Criteria for Evaluating Market Segments
97
Approaches for Segmenting Markets
98
Composite Segmentation Approaches 1
02
Summary
103
Key Terms
103
Get Out and Do It!
103
Discussion Questions and Problems 1
04
Suggested Readings
105
Appendix 4A: Customer Buying Behavior and
Fashion
105
SECTION II RETAILING STRATEGY
CHAPTER
5
RETAIL MARKET STRATEGY I 1
0
XX
What Is a Retail Strategy? I 1
2
Definition of Retail Market Strategy I 1
2
Target Market and Retail Format I 1
3
Building a Sustainable Competitive
Advantage I 1
4
Relationships with Customers
—
Customer Loyalty I 1
5
Retailing View
5.1
:The IKEA Way
118
Relationships with Suppliers
119
Efficiency of Internal Operations 1
20
Location 1
2
1
Multiple Sources of Advantage
121
Growth Strategies 1
22
Market Penetration 1
22
Retailing View 5.2:The Container Store
—
Building a
Competitive Advantage by Selling ProductsThat
Make Life Simpler 1
22
Market Expansion
123
Retail Format Development 1
23
Diversification 1
24
Growth Opportunities and Competitive Advantage 1
24
Global Growth Opportunities
125
Attractiveness of International Markets
125
Retailing View 5.3:The Fashion Mavens Are Men in
India
125
Keys to Success 1
28
Entry Strategies 1
30
The Strategic Retail Planning Process 1
30
Step I: Define the Business Mission
131
Step
2:
Conduct a Situation Audit 1
32
Step
3:
Identify Strategic Opportunities 1
36
Step
4:
Evaluate Strategic Opportunities 1
36
Step
5:
Establish Specific Objectives and Allocate
Resources 1
36
Step
6:
Develop a Retail Mix to Implement the Strategy
Step
7:
Evaluate Performance and Make Adjustments
Strategic Planning in the Real World 1
37
136
137
Retailing View
5.4:
Hot Topic Emphasizes Its Strength
in Indie Music
137
Summary
138
Key Terms
138
Get Out and Do It!
138
Discussion Questions and Problems 1
39
Suggested Readings
139
CHAPTER
6
FINANCIAL STRATEGY
140
Objectives and Goals 1
42
Financial Objectives
142
Societal Objectives 1
42
Retailing View
6.
1
:
Teeing Up Kids 1
42
Personal Objectives 1
43
Strategic Profit Model 1
43
Profit Margin Management Path
144
Retailing View
6.2:
Family Dollar and Nordstrom
—
Retailers Targeting Customers at the Opposite Ends
of the Income Distribution
145
Asset Management Path 1
49
Retailing View
6.3:
Cutting Costs at Costco 1
49
Implications for Improving Financial Performance 1
53
Illustration: Kelly Bradford s Evaluation of the Gifts-To-
Go.com Growth Opportunity
153
Analysis of Financial Strength 1
56
Cash-Flow Analysis 1
56
Debt-Equity Ratio 1
57
Current Ratio 1
57
Quick Ratio 1
58
Retailing View
6.4:
Private Equity Firms Invest in
Retailers 1
58
Setting and Measuring Performance Objectives 1
59
Top-Down versus Bottom-Up Process
159
Who Is Accountable for Performance?
159
Performance Objectives and Measures
160
Types of Measures
160
Assessing Performance:The Role of Benchmarks 1
62
Summary
163
Key Terms
164
Get Out and Do It! 1
64
Discussion Questions and Problems
164
Suggested Readings
165
CHAPTER
7
RETAIL LOCATIONS 1
66
Types of Locations 1
68
Unplanned Retail Locations
169
Freestanding Sites 1
69
City or Town Locations
169
Retailing View
7.
1
:
Gentrified Cleveland 1
70
Retailing View
7.2:
Magic Johnson Brings Retailing to
the Inner City
172
Shopping Centers 1
73
Neighborhood and Community Shopping Centers
173
Power Centers 1
74
Shopping Malls
175
Retailing View
7.3:
Mega Malls in Asia 1
76
Lifestyle Centers 1
77
Mixed-Use Developments 1
78
Outlet Centers 1
78
Theme/Festival Centers 1
79
Larger, Multiformat Developments
—
Omnicenters
179
Other Location Opportunities 1
80
Retailing View
7.4:
Subway Goes to Church 1
80
Pop-Up Stores and Other Temporary Locations
181
Store within a Store 1
8
1
Merchandise Kiosks
181
Airports 1
82
Location and Retail Strategy 1
82
Shopping Behavior of Consumers in Retailer s Target
Market
182
Retailing View
7.5:
Beall s Locations Support Its
Strategy 1
82
Density of Target Market 1
84
Uniqueness of Retail Offering
184
Legal Considerations 1
84
Environmental and Sustainability Issues
184
Zoning and Building Codes
185
Summary
186
Key Terms
186
Get Out and Do It!
186
Discussion Questions and
Problems 1
87
Suggested Readings
187
ppi
IE
■џм
AAI
CHAPTER
8
RETAIL SITE LOCATION
188
Evaluating Specific Areas for Locations 1
90
Economic Conditions
190
Competition
191
Strategic Fit
191
Retailing View
8.
1: Who Needs a Kitchen
When You Have Whole Foods orTrader Joe s
Downstairs? 1
92
Operating Costs
193
Number of Stores in an Area 1
93
Economies of Scale from Multiple Stores
193
Cannibalization 1
93
Evaluating a Site for Locating a Retail Store 1
94
Site Characteristics 1
94
Traffic Flow and Accessibility 1
94
Location Characteristics 1
96
Retailing View 8.2:The Importance of a
Right Turn
196
Restrictions and Costs
197
Locations within a Shopping Center
197
Trade Area Characteristics 1
99
Trade Area Definition 1
99
Factors Affecting the Size of the Trade Area
200
Measuring the Trade Area for a Retail Site
20
1
Sources of Information about the Trade Area
202
Retailing View
8.3:
Customer Spotting for
Multichannel Retailers
202
Competition in the Trade Area
207
Estimating Potential Sales for a
Store Site
207
Huff Gravity Model
207
Regression Analysis
209
Analog Approach
2
1
0
Illustration of Site Selection: Edward Beiner
Optical
2
1
0
Conduct Competitive Analysis
2
1 I
Define Present Trade Area
21
1
Identify Trade Area Characteristics
2
1
2
Match Characteristics of Present Trade Area with
Potential Sites
2
1
2
Negotiating a Lease
2
1
3
Types of Leases
2
1
3
Terms of the Lease
2
1
4
Summary
215
Key Terms
215
Get Out and Do It!
216
Discussion Questions and Problems
216
Suggested Readings
2
1
7
CHAPTER
9
HUMAN RESOURCE MANAGEMENT
218
Ш!
Objectives of Human Resource Management
220
Retailing View
9.1:
Men s Wearhouse: Using Human
Resources to Build a Competitive Advantage
22
1
Issues in Retail Human Resource Management
222
Balancing the Human Resource Triad
222
Expense Control
222
Part-Time Employees
223
Utilizing Diverse Employee Groups
223
International Human Resource Issues
223
Designing the Organization Structure for a
Retail Firm
224
Organization of a Single-Store Retailer
224
Organization of a National Retail Chain
226
Retail Organization Design Issues
228
Centralization versus Decentralization
229
Retailing View
9.2:
My Macy s: Centralize Expenses
and Decentralize Merchandising Decisions
229
Coordinating Merchandise and Store Management
230
Winning the Employee Talent War
231
Attracting Talent: Employment Marketing
23
1
Developing Talent: Selection and Training
232
Retailing View
9.3:
Careful Employee Selection
=
Low
Employee Turnover at The Container Store
233
MotivatingTalent:Aligning Goals
234
Retailing View
9.4:
Peet s Knows Its Tea
234
Keeping Talent: Building Employee Commitment
237
Retailing View 9.5:Walmart Cares about Its
Employees
237
Managing Diversity
239
Diversity Training
240
Support Groups and Mentoring
240
Career Development and Promotions
240
Legal Issues in Human Resource Management
24
1
Equal Employment Opportunity
24
1
Compensation
241
Labor Relations
242
Employee Safety and Health
242
Sexual Harassment
242
Employee Privacy
242
Developing Policies
242
Summary
243
Key Terms
243
Get Out and Do It!
244
Discussion Questions and Problems
245
Suggested Readings
245
CHAPTER
10
INFORMATION SYSTEMS AND SUPPLY CHAIN MANAGEMENT
246
Creating Strategic Advantage through Supply
Management and Information Systems
248
Strategic Advantage
249
Improved ProductAvailability
250
Higher Return on Assets
25
1
The Flow of Information and Products in a
Supply Chain
251
Retailing View 1
0.
1
:
Zara
Delivers Fast Fashion
252
Information Flows
253
The Physical Flow of Merchandise
—
Logistics
255
The Distribution Center
256
Management of Inbound Transportation
256
Receiving and Checking
256
Storing and Cross-Docking
257
Getting Merchandise Floor-Ready
257
Preparing to Ship Merchandise to a Store
258
Management of Outbound Transportation
258
System Design Issues
259
Outsourcing Logistics
259
Retailing View
10.2:
How Netflix Makes Sure You
Enjoy Your Movie
260
Pull and Push Supply Chains
261
Distribution Centers versus Direct Store Delivery
26
1
Reverse Logistics
262
Supply Chain for Fulfilling Catalog and Internet Orders
263
Drop Shipping
263
Collaboration between Retailers and Vendors in
Supply Chain Management
264
Benefits of Coordination
264
Using EDI
265
Retailing View
10.3:
Quick Response and Efficient
Consumer Response
265
Sharing Information
266
Vendor-Managed Inventory
266
Collaborative Planning, Forecasting, and
Replenishment
267
Radio Frequency Identification
267
Retailing View 1
0.4:
West Marine Uses CPFR to Build
a Competitive Advantage
268
Types of RFI
D
Tags
269
Benefits of RFID
269
RetailingView
10.5:
RFID at American Apparel
269
Impediments to the Adoption of RFID
270
Summary
271
Key Terms
271
Get Out and Do It!
272
Discussion Questions and Problems
272
Suggested Readings
273
CHAPTER I I CUSTOMER RELATIONSHIP MANAGEMENT
274
The CRM Process
276
What Is Loyalty?
276
Overview of the CRM Process
277
Collecting Customer Data
278
RetailingView I I.I: Harrah s Hits
the Jackpot with CRM
278
Customer Database
279
Identifying Information
279
Privacy and CRM Programs
281
Analyzing Customer Data and Identifying Target
Customers
282
Retail Analytics
283
Identifying the Best Customers
283
RetailingView I l.2:Tesco Uses Data from Its
Frequent-Shopper Program
284
RetailingView I 1
.3:
CRM at CVS Caremark, Inc.
287
Developing CRM Programs
288
Customer Retention
288
RetailingView I 1
.4:
CRM at Neiman Marcus
290
RetailingView I
1.5:
REI s Retail Community Provides
Value and Builds Customer Loyalty
292
Converting Good Customers into Best Customers
293
Dealing with Unprofitable Customers
294
Implementing CRM Programs
295
Summary
295
Key Terms
296
Get Out and Do It!
296
Discussion Questions and Problems
296
Suggested Readings
297
SECTION III MERCHANDISE MANAGEMENT
CHAPTER
12
MANAGING THE MERCHANDISE PLANNING PROCESS
300
Merchandise Management Overview
302
The Buying Organization
303
Merchandise Category
—
The Planning Unit
304
Evaluating Merchandise Management Performance
305
Managing Inventory Turnover
307
Merchandise Management Process
308
RetailingView
12.1:
Fast Fashion at Mango
310
Forecasting Sales
З І І
Forecasting Staple Merchandise
ЗІ І
Forecasting Fashion Merchandise
Categories
ЗІ І
RetailingView 1
2.2:
Weather s
Effect on Retail Sales
3
1
2
Sales Forecasting for Service
Retailers
314
XXI
S
і
Developing an Assortment Plan
3
1
4
Category Variety and Assortment
314
Determining Variety and Assortment
3
1S
Setting Inventory and Product Availability
Levels
316
Model Stock Plan
3
1
6
Product Availability
317
Establishing a Control System for Managing
Inventory
318
Control System for Managing Inventory of Staple
Merchandise
318
Control System for Managing Inventory of Fashion
Merchandise
321
Open-to-Buy System
322
Allocating Merchandise to Stores
323
Amount of Merchandise Allocated
323
Type of Merchandise Allocated
323
Retailing View 1
2.3:
Customer-Centric Merchandise
Allocation at Saks Fifth Avenue
324
Timing of Merchandise Allocation
325
Analyzing Merchandise Management Performance
325
Sell-Through Analysis Evaluating Merchandise Plan
326
Evaluating the Assortment Plan and Vendors
326
Retailing View 1
2.4:
Home Depot Takes Vendor
Evaluations Seriously
328
Summary
329
Key Terms
329
Get Out and Do It!
330
Discussion Questions and Problems
331
Suggested Readings
33
I
Appendix 12A: Merchandise Budget Report and Open-to-
Buy System for a Fashion Merchandise Category
332
Appendix I 2B: Retail Inventory Method
337
CHAPTER
13
BUYING MERCHANDISE
340
Brand Alternatives
342
National Brands
342
Private-Label Brands
343
Retailing View
13.1:
U.K. sAsda Loves Private-Label
Brands
343
Retailing View 1
3.2:
Only at Kohl s
347
Buying National-Brand Merchandise
348
Meeting National-Brand Vendors
348
National-Brand Buying Process
348
Developing and Sourcing Private-Label
Merchandise
349
Developing Private-Label Merchandise
349
Retailing View 1
3.3:
Datang, China, Is Sock City
350
Sourcing Merchandise
351
Retailing View 1
3.4:
It Isn t Easy to Sell to Walmart
352
Negotiating with Vendors
353
Knowledge Is Power
353
Negotiation Issues
354
Tips for Effective Negotiating
356
Strategic Relationships
358
Defining Strategic Relationships
358
Maintaining Strategic Relationships
359
Building Partnering Relationships
360
Legal, Ethical, and Social Responsibility Issues for
Buying Merchandise
361
Legal and Ethical Issues
361
Retailing View I 3.5:Where DidT.J.Maxx Get Its Coach
Handbags?
364
Corporate Social Responsibility
365
Summary
367
Key Terms
367
Get Out and Do It!
367
Discussion Questions and
Problems
368
Suggested Readings
369
CHAPTER
14
RETAIL PRICING
370
KXIV
Pricing Strategies
372
High/Low Pricing
372
Everyday Low Pricing
372
Advantages of the Pricing Strategies
373
Considerations in Setting Retail Prices
373
Customer Price Sensitivity and Cost
373
Competition
376
Retailing View
14.1:
U.K. Grocery Chains Battle
It Out
376
Pricing Services
377
Setting Retail Prices
378
Setting Prices Based on Costs
379
Pricing Optimization Software
380
Profit Impact of Setting a Retail Price:The Use of Break-
Even Analysis
38
1
Markdowns
382
Reasons for Taking
Markdowns
382
Pricing Techniques for Increasing Sales and
Profits
385
Variable Pricing and Price Discrimination
385
Retailing View 1
4.2:
Hey, Wanna Buy
aTicket? 386
RetailingView
14.3:
Haggling for a Better Price
387
Retailing View
14.4:
Men Are Winning the Battle
against Gender-Based Pricing
389
Leader Pricing
390
Price Lining
391
Odd Pricing
391
Using the Internet to Make Pricing Decisions
393
Legal and Ethical Pricing Issues
393
Predatory Pricing
393
Resale Price Maintenance
394
Horizontal Price Fixing
394
Bait-and-Switch Tactics
394
Scanned versus Posted Prices
394
Deceptive Reference Prices
395
Summary
395
Key Terms
395
Get Out and Do It!
396
Discussion Questions and Problems
397
Suggested Readings
397
CHAPTER
15
RETAIL COMMUNICATION MIX
398
Using Communication Programs to Develop Brand
Images and Build Customer Loyalty
400
Value of Brand Image
400
Retailing View l5.l: Even IfYou Can tAfford It, You
Respect It : J. Crew s Reputation for Quality
40
1
Building Brand Equity
402
Retailing View
15.2:
L.L.Bean Celebrates the
Outdoors
404
Extending the Brand Name
405
Methods of Communicating with Customers
406
Direct Marketing
407
Online Marketing
408
Retailing View l5.3:YouTube and HSN
410
Sales Promotions
41
I
RetailingView
15.4:
Pop-Ups Go Virtual
414
Personal Selling
415
Advertising
415
Public Relations
417
RetailingView l5.5:Neiman Marcus
Fantasy Gifts
418
Planning the Retail Communication Program
420
Establish Objectives
420
Determine the Communication Budget
421
Allocate the Promotional Budget
425
Plan, Implement, and Evaluate Communication Programs-
Two Illustrations
425
Sales Promotion Opportunity
426
Summary
427
Key Terms
428
Get Out and Do It!
428
Discussion Questions and
Problems
429
Suggested Readings
429
SECTION IV STORE MANAGEMENT
CHAPTER
16
MANAGING THE STORE
432
Store Management Responsibilities
434
Recruiting and Selecting Store Employees
435
Job Analysis
435
Job Description
436
Locating Prospective Employees
436
Screening Applicants to Interview
436
Selecting Applicants
438
Legal Considerations in Selecting and Hiring Store
Employees
439
Orientation and Training Programs for New Store
Employees
440
Orientation Programs
440
RetailingView 1
6.
1 transition from Student to
Management Trainee
440
Training Store Employees
441
Motivating and Managing Store Employees
443
Leadership
443
Motivating Employees
444
Setting Goals or Quotas
445
RetailingView 1
6.2:
Should Managers Make
Them Do It?
445
Maintaining Morale
446
Sexual Harassment
446
RetailingView
16.3:
Motivating Different Generational
Cohorts
447
Evaluating Store Employees and Providing
Feedback
448
Who Should Do the Evaluation?
448
How Often Should Evaluations Be Made?
449
Format for Evaluations
449
Evaluation Errors
450
Compensating and Rewarding Store
Employees
45
1
Extrinsic Rewards
45
1
Intrinsic Rewards
451
Compensation Programs
452
Legal Issues in Compensation
455
Controlling Costs
455
Labor Scheduling
455
RetailingView
16.4:
Increasing Operating
Efficiency
456
Green and Energy-Efficient Stores
457
Store Maintenance
457
XXV
Reducing Inventory Shrinkage
458
Calculating Shrinkage
458
Organized and High-Tech Retail Theft
458
Detecting and Preventing Shoplifting
459
Reducing Employee Theft
461
Summary
463
Key Terms
463
Get Out and Do It!
463
Discussion Questions and Problems
464
Suggested Readings
465
CHAPTER 1
7
STORE LAYOUT, DESIGN, AND VISUAL MERCHANDISING
466
Store Design Objectives
468
Implement Retail Strategy
468
Build Loyalty
468
Increase Sales on Visits
469
Control Cost
469
Legal Considerations
—
Americans with Disabilities Act
471
Retailing View 1
7.
1 :Walmart Goes Green and Lowers
Its Energy Costs
47
1
Design Trade-Offs
472
Store Design Elements
472
Layouts
472
Retailing View 1
7.2:
Western Store Designs Are Not
Appealing to Indian Shoppers
473
Signage and Graphics
476
Feature Areas
479
Space Management
48
1
Space Allocated to Merchandise Categories
48
1
Location of Merchandise Categories and Design
Elements
482
Location of Merchandise within a Category
484
Retailing View 1
7.3:
Suggestions for Merchandising a
Pet Food Category
485
Retailing View
17.4:
Marks
&
Spencer Automates with
Planograms
486
Visual Merchandising
487
Fixtures
487
Presentation Techniques
487
Creating an Appealing
Store Atmosphere
489
Lighting
490
Color
491
Music
491
Scent
49
1
How Exciting Should a Store Be?
492
Web Site Design
493
Simplicity Matters
493
Getting Around
493
Let Them See It
493
Blend the Web Site with the Store
493
Prioritize
493
Type of Layout
494
Checkout
494
Summary
495
KeyTerms
495
Get Out and Do It!
496
Discussion Questions and Problems
496
Suggested Readings
497
CHAPTER
18
CUSTOMER SERVICE
498
Strategic Advantage through Customer Service
500
Challenges in Providing Consistent High-Quality
Customer Service
500
Customer Service Approaches
50
1
Retailing View 1
8.
1
:
Managing the Costs and Benefits
of Returns
502
Retailing View 1
8.2:
Customer Service at IKEA
504
Customer Evaluations of Service Quality
505
Retailing View
18.3:
Finding the Unexpected at
TopShop
507
The Gaps Model for Improving Retail Customer
Service Quality
508
Knowing What Customers Want:The Knowledge Gap
509
Setting Service Standards:The Standards Gap
5
1 I
RetailingView l8.4:The Waiting Game
513
Meeting and Exceeding Service Standards:
The Delivery Gap
514
Communicating the Service Promise:The
Communications Gap
5
1
8
Service Recovery
5
1
9
Listening to Customers
520
Providing a Fair Solution
520
Summary
521
KeyTerms
521
Get Out and Do It!
522
Discussion Questions and Problems
522
Suggested Readings
523
APPENDIX A STARTINGYOUR OWN RETAIL BUSINESS
524
APPENDIX
В
STARTINGA
FRANCHISE BUSINESS
532
SECTION
V
CASES
Overview Grid
537
I Tractor Supply Company Targets the Part-Time
Rancher
538
2
Build-A-Bear Workshop: Where Best Friends
Are Made
540
3
Walmart s Sustainability
540
4
Netflix Personalizes the Customer s Experience
542
5
The Decision-Making Process for Buying a Bicycle
543
6
Retailing in India:The Impact of Hypermarkets
544
7
Diamonds from Mine to Market
546
8
Save-A-Lot:An Extreme-Value Retailer
547
9
Royal Ahold:The Biggest Supermarket Retailer You Have
Never Heard Of
548
1
0
Abercrombie
&
Fitch and American Eagle Compete for
le-tt^-Year-Olds
549
I I Merchandise Strategy: Process for Success
550
1
2
Tiffany s and Walmart: Comparing Financial
Performance
55
1
1
3
Choosing a Store Location for a Boutique
553
1
4
Hutch: Locating a New Store
554
1
5
Avon Embraces Diversity
559
1
6
Attracting Generation
Y
to a Retail Career
559
17
Nordstrom Rewards Its Customers
561
1
8
Active Endeavors Analyzes Its Customer Database
562
1
9
Developing an Assortment Plan for Hughe s
562
20
Preparing a Merchandise Budget Plan
563
21
PenAgain Sells to Walmart
564
22
American Furniture Warehouse Sources Globally
565
23
Merchandise Exclusively for JCPenney
566
24
How Much for a Good Smell?
568
25
Promoting a Sale
568
26
Target Marketing with Google AdWords
569
27
Enterprise Rent-A-Car Focuses on Its People
570
28
Diamond in the Rough
571
29
Touch and Feel at Sephora
572
30
A Stockout at Discmart
573
3
1 Customer Service and Relationship Management at
Nordstrom
574
32
Building the Apple Store
575
33
Generating Advertising Revenue from a Digital Screen
Network at Harrods of London
577
34
Starbucks Retail Strategy
578
35
Yankee Candle: New Product Innovation
581
36
PetSmart: Where Pets Are Family
583
37
Lindy s Bridal Shop
585
38
Interviewing for a Management Trainee Position
586
Glossary
591
Notes
617
Photo Credits
639
Index
641
XXVII
|
| any_adam_object | 1 |
| author | Levy, Michael 1950- Weitz, Barton A. 1941-2018 |
| author_GND | (DE-588)133264262 (DE-588)124282288 |
| author_facet | Levy, Michael 1950- Weitz, Barton A. 1941-2018 |
| author_role | aut aut |
| author_sort | Levy, Michael 1950- |
| author_variant | m l ml b a w ba baw |
| building | Verbundindex |
| bvnumber | BV037344160 |
| callnumber-first | H - Social Science |
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| classification_rvk | QQ 440 |
| classification_tum | WIR 915f WIR 778f |
| ctrlnum | (OCoLC)729982731 (DE-599)BVBBV037344160 |
| discipline | Arbeitswissenschaften Wirtschaftswissenschaften |
| edition | 8. ed., [international student ed.] |
| format | Book |
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| genre_facet | Einführung |
| id | DE-604.BV037344160 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T23:22:31Z |
| institution | BVB |
| isbn | 9780071220989 0071220984 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-022497806 |
| oclc_num | 729982731 |
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| physical | XXVII, 675 S. Ill., graph. Darst. |
| publishDate | 2012 |
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| publisher | McGraw-Hill/Irwin |
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| spelling | Levy, Michael 1950- Verfasser (DE-588)133264262 aut Retailing management Michael Levy ; Barton A. Weitz 8. ed., [international student ed.] New York, NY McGraw-Hill/Irwin 2012 XXVII, 675 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Retail trade Management Management (DE-588)4037278-9 gnd rswk-swf Einzelhandel (DE-588)4127747-8 gnd rswk-swf (DE-588)4151278-9 Einführung gnd-content Einzelhandel (DE-588)4127747-8 s Management (DE-588)4037278-9 s b DE-604 Weitz, Barton A. 1941-2018 Verfasser (DE-588)124282288 aut Digitalisierung UB Bamberg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=022497806&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Levy, Michael 1950- Weitz, Barton A. 1941-2018 Retailing management Retail trade Management Management (DE-588)4037278-9 gnd Einzelhandel (DE-588)4127747-8 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4127747-8 (DE-588)4151278-9 |
| title | Retailing management |
| title_auth | Retailing management |
| title_exact_search | Retailing management |
| title_full | Retailing management Michael Levy ; Barton A. Weitz |
| title_fullStr | Retailing management Michael Levy ; Barton A. Weitz |
| title_full_unstemmed | Retailing management Michael Levy ; Barton A. Weitz |
| title_short | Retailing management |
| title_sort | retailing management |
| topic | Retail trade Management Management (DE-588)4037278-9 gnd Einzelhandel (DE-588)4127747-8 gnd |
| topic_facet | Retail trade Management Management Einzelhandel Einführung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=022497806&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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