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Over the last decade, retailers have shown an increasing interest in providing evidence of the sustainability of their activities. This is mainly due to the demands of policy and consumers as well as competition. Indeed, several retailers are making efforts to design and implement sustainable practices from a Triple Bottom Line approach (i.e., economic, social, and environmental sustainability). This chapter discusses the sustainable practices of leading Spanish top grocery and apparel retailers, focusing on those that may be considered as setting benchmarks in their respective sectors. A content analysis of annual report sections related to sustainability, independent sustainability reports, and information published by these main Spanish retailers, enables us to identify three main types of practices providing evidence of retailers’ sustainability. These are cross-industry sustainable practices, industry-dependent practices, and firm innovations. These practices may become guidance and inspiration for other retailers in these sectors, as well as in other product assortment.

Relationship marketing is not effective in every situation or context. This study investigates the impact of three categories of potential contingency factors on the effectiveness of relationship marketing efforts in a retail services context: demographic characteristics of the consumer (age and gender), personal values of the consumer (social affiliation), and shopping-related consumer characteristics (product category involvement, consumer relationship proneness, and shopping enjoyment). The data relate to more than 1,700 mall intercept personal interviews conducted in the United States, and in two western European countries (the Netherlands and Belgium), covering a wide variety of food and apparel retailers. The found moderating influences were inconsistent across samples, stressing the need for an adapted relationship marketing strategy per country and industry. The results do provide a first indication that relationship marketing efforts are relatively more effective if they are directed at consumers who are young and female, have a high need for social affiliation, and show high levels of product category involvement, consumer relationship proneness, and shopping enjoyment. The results provide a preliminary framework for retailers to optimize the allocation of their relationship marketing budgets.

By the end of this chapter, you should be able to demonstrate an understanding of:

The way in which consumers use mobile devices to engage with fashion retailers online.

What external and internal stimuli can be used to engage with consumers and encourage online interaction?

The lens in with the Stimulus–Organism–Response (SOR) model is applied to understand consumer behaviour.

How marketing can used both to trigger consumption activities and to encourage more sustainable behaviours?

In confining the COVID-19 pandemic, social distancing was key, with traditional, bricks-and-mortar retailing being shut-down for weeks, and have nearly universally moved into online channels. At the same time, online players have started to operate physical stores. This chapter provides an analysis of how COVID-19 has accelerated the digitalization of retailing, focusing on the shift towards the online and mobile shopping channel. On the basis of success stories and failures in retail business practice, lessons are distilled for developing effective future phygital scenarios.

The shopping and consumption habits of consumers in industrialized countries are leading causes of environmental degradation. There are many women entrepreneurs stepping up to the challenge of changing our purchasing habits to begin to repair the damaging effects of decades of frivolous consumption. This chapter highlights several young women entrepreneurs who are creating unique retail experiences in apparel, beauty, and fashion products and changing the way customers feel about sustainability.

Retail marketing is in the midst of an evolution. The paradigm is shifting from a product-centric to a consumer-centric focus, with a particular emphasis on understanding how consumers transition from harboring an interest in a product to actually purchasing that product. In response, shopper marketing, and in-store marketing (ISM) in particular, have emerged as important mechanisms to influence shopper behavior in brick & mortar and online retail environments. The academic literature is replete with work on what factors of ISM influence shopper behavior. In this chapter, we categorize prominent streams of findings on ISM into firm, customer, competitor and product characteristics of ISM and examine how the notion of a “store” is evolving from bricks to clicks – namely from physical formats to online shopping experiences. Insights from this chapter will help retailers and store managers identify what their customers respond to within a physical store, how technology is changing the way they can capture information on customers, and how shopper behavior is evolving in response to brick & mortar and online retail environments.

To cope with the complexity of modern retail stores and personal time constraints, shoppers must be selective in processing information. During a typical shopping trip, they visit only a fraction of a store’s departments and categories, examine a small subset of the available products, and often make selections in just a few seconds. New research techniques can help marketers understand how customers allocate their attention and assess the impact of in-store factors on shopper behavior. This chapter summarizes studies using observational research, virtual reality simulations, and eye tracking to identify the drivers of shopper attention, product engagement, and purchase conversion. These include shopper goals; product assortment, package appearance, price, and merchandising; shelf space allocation, organization, and adjacencies; and salesperson interaction. The research reveals that small changes in a product’s appearance and presentation can have a powerful impact on consideration and choice.

The importance of the retail sector to the Malaysian economy especially in this volatile environment caused by the Covid-19 pandemic would be more prominent. The retail sector under the current Industry Revolution 4.0 would be prioritized to align with the challenges of future growth for retail sales and employment. In the Industry 4.0 environment, retail companies must put enough resources in embracing the major changes for maintaining their competitive advantages. This includes adapting and developing backend systems, creating effective storage and distribution networks that make products available to consumers on any time basis, and offering maximum flexibility in the last-mile delivery options. Retail companies will need to evaluate the importance of innovative ideas such as crowdsourced distribution networks, radio-frequency identification (RFID), automated locator that shift the look of logistics when evaluating newer, nimbler distribution models, and multichannel marketing that consist of online and offline customer interface.