In the first part of our feature on Hornes (Jan/Feb), the authors discussed objectives, and product range policy. In this second part some of the major policy areas are examined in more detail: communications, customer service, and store location. There are a number of policy aspects which involve store location and policy areas discussed earlier. This demonstrates the need for a systems management approach in modern retailing — a need that Hornes clearly recognises.
Walters, D. and Nicholson, G. (1978), "HORNES: Communications, store location, and customer service Part 2", Retail and Distribution Management, Vol. 6 No. 2, pp. 8-11. https://doi.org/10.1108/eb017931Download as .RIS
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