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Article
Publication date: 30 August 2013

Christian Fuentes and Johan Hagberg

The purpose of this paper is to contribute to the on‐going cultural turn in retail marketing by offering an overview of the interdisciplinary field of socio‐cultural…

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1800

Abstract

Purpose

The purpose of this paper is to contribute to the on‐going cultural turn in retail marketing by offering an overview of the interdisciplinary field of socio‐cultural retailing and discussing how this body of work can contribute conceptually, methodologically and substantively to the field of retail marketing.

Design/methodology/approach

This paper is based on a literature review of socio‐cultural retail studies in marketing, cultural geography, sociology, and anthropology. The literature is analysed in relation to the substantive, conceptual and methodological domains of retail marketing.

Findings

Drawing on the literature review, the authors argue that socio‐cultural retail studies can contribute to the field of retail marketing substantively, conceptually and methodologically, thus broadening its current scope and domains.

Originality/value

This paper provides an overview of an interdisciplinary field and identifies how it can contribute to the field of retail marketing. It is valuable for retailing researchers interested in socio‐cultural approaches to the study of contemporary retailing.

Details

International Journal of Quality and Service Sciences, vol. 5 no. 3
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 1 February 1988

Paul D. Clarke, Edward P.M. Gardener, Paul Feeney and Phil Molyneux

The British retail banking market has changed markedly since the beginning of the 1970s, and important trends and developments have increased the competitive pressures…

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634

Abstract

The British retail banking market has changed markedly since the beginning of the 1970s, and important trends and developments have increased the competitive pressures facing banks. The whole nature of competition in British retail banking has altered. New competitors and new forms of competition have appeared with increasing rapidity. These changes and the associated pressures on banks have intensified during the 1980s. At the same time, banks have increased the comparative importance of retail banking within their strategies. These pressures and their associated implications for British retail banking strategy are explored. It is emphasised that marketing will need increasingly to dominate bank strategies in retail banking. This orientation towards marketing has important strategic and managerial consequences for banks.

Details

International Journal of Bank Marketing, vol. 6 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 July 1989

John Fernie

Distribution has been a major element of retailers′ marketingstrategy in recent years as companies strive to control costs but at thesame time seek competitive advantage…

Abstract

Distribution has been a major element of retailers′ marketing strategy in recent years as companies strive to control costs but at the same time seek competitive advantage through improving service to stores and gaining greater control of stock in the supply chain. In an interview survey of distribution directors from major multiple groups, all companies were reviewing their distribution strategy and many had made major changes to their distribution system. Centralisation of stock in strategically located RDCs and the use of third party contractors were main features of retail companies′ strategy. Contractors were much more aggressive in marketing their services to retailers than hitherto. This is partly related to the competitive and turbulent nature of the industry. In a survey of marketing directors/managers of distribution companies, it was clear that firms were trying to raise their profile in the market as they “went public” and/or because they were moving into new industry sectors away from their “core” specialist areas.

Details

International Journal of Physical Distribution & Materials Management, vol. 19 no. 7
Type: Research Article
ISSN: 0269-8218

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Article
Publication date: 1 December 2003

Marguerite Moore and Ann Fairhurst

Intense competition and short product life cycles in fashion retailing present a number of marketing challenges for retail firms in both the USA and abroad. In order to…

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11256

Abstract

Intense competition and short product life cycles in fashion retailing present a number of marketing challenges for retail firms in both the USA and abroad. In order to survive in this industry, it is vital for participants to develop and leverage core marketing capabilities. The current study examines the effectiveness of different marketing capability factors in a cross‐section of the US specialty apparel and footwear retailing sector (n = 60 retail firms). Data were collected from marketing executives in a national mail survey. Specifically, marketing capabilities in image differentiation, promotions, external‐market knowledge and customer service are examined for their impact on firm level performance. A two‐stage structural equation model is used to test the study’s hypotheses. Results suggest that the most effective marketing capabilities, in terms of performance, are image differentiation and promotional capability.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 7 no. 4
Type: Research Article
ISSN: 1361-2026

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Article
Publication date: 14 March 2016

Ernest Emeka Izogo, Ike-Elechi Ogba and Kenneth Chukwuma Nwekpa

The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a…

Abstract

Purpose

The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western retail stores setting.

Design/methodology/approach

A quantitative approach was employed, using 19-item, seven-point Likert scaled questionnaire administered to 350 participants with 67 per cent usable response rate. Data was analysed using exploratory factor analysis, Cronbach’s α internal consistency; correlation analysis and One-Way Analysis of Variance test.

Findings

Trust-Quality services emerged as the most outstanding determinant of relationship marketing within the retail stores context followed by relational orientation, commitment and proximity. Quality services were found to have the most significant positive impact on trust whereas trust was found to have a strong positive impact on commitment. Relational orientation was found to have a strong positive impact on trust, commitment and quality services but proximity was found to be a docile factor determining commitment and relational orientation. Finally, consumers were identified as being more relationally oriented than retailers and all categories of consumers can be served with same blend of relationship marketing strategies.

Research limitations/implications

Since findings could not be generalized across other sectors and regions, guides for testing the proposed research model are put forward.

Practical implications

Relationship marketing implementation within the context of retail stores will be more successful if based on delivery of quality services. Consumers are also more likely to patronize closer than distant retail stores. As such, even if retail firms build strong trust, commitment and relational orientation with customers through quality services, consumers will still patronize stores that are closer to them more than stores in distant locations. Siting retail stores in locations with the largest pool of customers’ is therefore central to enhancing retail stores performance. All categories of customers could be served with same stream of relationship marketing strategies because designing different schemes of relationship marketing programmes for different customer categories were found to be counter-productive.

Originality/value

This paper identified 16 attributes that are important to consumers under four dimensions: Trust-Quality services, relational orientation, commitment and proximity within the retail stores context. The findings are acknowledged to be unique because they emerged from a largely under-researched collectivistic emerging market where relationship marketing formation is key.

Details

African Journal of Economic and Management Studies, vol. 7 no. 1
Type: Research Article
ISSN: 2040-0705

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Article
Publication date: 13 March 2009

Stephen Wigley and Chu‐Ling Rachel Chiang

The purpose of this paper is to investigate the retail marketing strategies of one fashion retailer as they are applied in two national markets, and to identify means by…

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5680

Abstract

Purpose

The purpose of this paper is to investigate the retail marketing strategies of one fashion retailer as they are applied in two national markets, and to identify means by which international retailer success may be assured.

Design/methodology/approach

The paper is a qualitative case study.

Findings

To be a successful international fashion retailer, the ability to apply and adjust the retail marketing mix elements according to specific target‐market conditions and a wider global strategy is very important.

Practical implications

The paper indicates how an international fashion retailer may manipulate components of its marketing mix to be successful in diverse national markets.

Originality/value

The paper combines international retailing literature with retail marketing concepts to present findings of interest to commercial practitioners and offer opportunities for further research.

Details

International Journal of Retail & Distribution Management, vol. 37 no. 3
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 1 March 1986

James McCullough, Lim Ser Heng and Gan See Khem

Intense competition in banking has forced retail banks to take greater interest in customer‐oriented approaches. Because of the increased interest in consumer banking and…

Abstract

Intense competition in banking has forced retail banks to take greater interest in customer‐oriented approaches. Because of the increased interest in consumer banking and consumer responses to banking activity, bankers need better ways to evaluate their performance in the consumer banking area. The relationship between the marketing orientation of a bank and consumer satisfaction with its retail operations is examined, using a questionnaire sent to the marketing manager/general manager of each full licence bank in Singapore. Efficiency and courtesy are the most important attributes to customer satisfaction, followed by location convenience. By identifying the order of importance of attributes managers can concentrate their promotional and operational efforts on the more important attributes to achieve higher levels of customer satisfaction.

Details

International Journal of Bank Marketing, vol. 4 no. 3
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 4 November 2013

Brian Jones

– This biographical sketch aims to describe the life and career of William R. Davidson.

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190

Abstract

Purpose

This biographical sketch aims to describe the life and career of William R. Davidson.

Design/methodology/approach

The biographical research used in this study draws upon extensive personal interviews with the subject, on some archival research, and on extensive analysis of the subject's published scholarship.

Findings

Davidson fashioned a distinguished career as a scholar, teacher, and consultant in retailing management. The founding mission statement for his consulting firm, Management Horizons, included the ambition to “advance the frontier of knowledge in the distribution industries”. His tremendous success in that endeavour over a period of half a century earned William R. Davidson the recognition as a pioneer in marketing.

Originality/value

This article is adapted with permission from a chapter titled “William R. Davidson (1919-): Mr Retailing”, in Pioneers in Marketing, published in 2012 by Routledge.

Details

Journal of Historical Research in Marketing, vol. 5 no. 4
Type: Research Article
ISSN: 1755-750X

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Article
Publication date: 3 January 2017

Usha Ramanathan, Nachiappan Subramanian and Guy Parrott

The technology evolution compels retail networks to introduce unique business models to retain customers and to gain a competitive advantage. Customer reviews available…

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20587

Abstract

Purpose

The technology evolution compels retail networks to introduce unique business models to retain customers and to gain a competitive advantage. Customer reviews available through social media need to be taken into account by retail networks to design a model with unique service operations and marketing approaches that will improve loyalty by adding value to customers. Furthermore, the relationship between customer satisfaction and customer spending behaviour is very weak and needs further investigation. Hence the purpose of this paper is to understand how retail network leverage the potential of social media reviews along with unique service operations to satisfy customers. The study analyses the nexus of: a brand, promotional offers, service operations; and their interaction through social media reviews on customer satisfaction levels.

Design/methodology/approach

The authors develop a conceptual model for the social media era. The authors combine the idea of loyalty- and value-based models of Chatterjee (2013). The authors employed a survey questionnaire method to elicit opinions of retail customer satisfaction based on social media reviews, service operations and marketing efforts. The authors derive measures of the model from existing literature and expert opinion.

Findings

Social media reviews dramatically impact upon customer satisfaction. Similarly the empirical analysis identifies the significant and positive role played by service operations in customer satisfaction levels. Interestingly the authors did not find unequivocal support for brand satisfaction impacting on customer satisfaction. However, when promotions interact well with service operations, the level of customer satisfaction is significantly affected. Similarly the authors did not observe a positive outcome when there is an interaction between promotion and social media reviews. After reading the reviews, some potential buyers make a visit to store before making final decisions and surprisingly, promotional effects do not change their mind set.

Practical implications

Research findings confirm the importance of social media reviews, marketing and interaction between promotion and service operations enabling retail networks to build loyalty and value-based models. Based on customer behaviour, the study suggests a need to consider operational efficiencies when promoting sales; through careful planning, customer satisfaction and profitability levels can be increased. This sends a strong message to the retail network to defend their position within a very competitive business market.

Originality/value

The empirical evidence based on customer experience would be helpful for companies in integrating their operations and marketing efforts enabling them to convert different segment of customers such as “free riders (higher satisfaction and low profitability)” and “vulnerable customers (low satisfaction and higher profitability)” into “star customers (higher satisfaction and high profitability)”. Through a considered approach: combining social media reviews, marketing and operations, businesses will be better-placed to survive in the ultra-competitive social media-influenced era.

Details

International Journal of Operations & Production Management, vol. 37 no. 1
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 1 April 2005

Timothy Dixon and Andrew Marston

This paper aims to provide a brief re´sume´ of previous research which has analysed the impact of e‐commerce on retail real estate in the UK, and to examine the important…

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11709

Abstract

Purpose

This paper aims to provide a brief re´sume´ of previous research which has analysed the impact of e‐commerce on retail real estate in the UK, and to examine the important marketing role of the internet for shopping centre managers, and retail landlords.

Design/methodology/approach

Based on the results from a wider study carried out in 2003, the paper uses case studies from two different shopping centres in the UK, and documents the innovative uses of both web‐based marketing and online retailing by organisations that historically have not directly been involved in the retailing process.

Findings

The paper highlights the importance of considering online sales within a multi‐channel approach to retailing. The two types of emerging shopping centre model which are identified are characterised by their ultimate relationship with the physical shopping centre on whose web site they reside. These can be summarised as: the “centre‐led” approach, and the “brand‐led” or “marketing‐led” approach.

Research limitations/implications

The research is based on a limited number of in‐depth case studies and secondary data. Further research is needed to monitor the continuing impact of e‐commerce on retail property and the marketing strategies of shopping centre managers and owners.

Practical implications

Internet‐based sales provide an important adjunct to conventional retail sales and an important source of potential risk for landlords and tenants in the real estate investment market. Regardless of whether retailers use the internet as a sales channel, as a product‐sourcing tool, or merely to provide information to the consumer, the internet has become a keystone within the greater retail marketing mix. The findings have ramifications for understanding the way in which landlords are structuring their retail property to defray potential risks.

Originality/value

The paper examines shopping centre online marketing models for the first time in detail, and will be of value to retail occupiers, owners and other stakeholders of shopping centres.

Details

Property Management, vol. 23 no. 2
Type: Research Article
ISSN: 0263-7472

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