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The purpose of this paper is to investigate how to manage business relationships in retail operations. In particular, this study examines the links between business relationships with principal stakeholders, operations strategy, and performance.

Drawing upon the stakeholder theory, this study employs a path analytic framework to understand the effects of business relationships on retail operations strategy and performance for a sample of retail companies in China.

The findings indicate that good relationships with customer and supplier could enable retailers to be more efficient in developing quality and flexible strategies, and that low cost and flexible strategies, in turn, influence business performance. However, the results suggest that the vital role that the Chinese government played in economic activities in the 1980s and 1990s has diminished gradually. It is appropriate to treat the good relationship with government bodies as a necessary, but not sufficient, condition for retail success in China.

This study seems to be the first in investigating the effects of business relationships on operations strategy and performance applying a stakeholder theory perspective.

The purpose of this paper is to investigate the relationships between employee competencies, information technology (IT) applications, operations strategy, and business performance.

Drawing upon the resource‐based theory, this study employs a path analytic framework to investigate how employee competencies and IT applications influence the development of competitive operations strategies and business performance for a sample of retail firms in China.

The findings indicate significant and positive relationships between employee competencies and operations strategy (e.g. low cost, quality and flexibility). IT applications also play a vital role in helping retailers pursue a flexibility strategy. The operations strategies of low cost and flexibility in turn influence business performance.

This study seems to be the first in investigating the impacts of employee competencies and IT applications on operations strategy and performance in the service sector, especially in the Chinese context.

The purpose of this paper is to investigate the impacts of the business environment on operations strategy encompassed by competitive priorities in China's retail sector.

This is a case study of a multinational retailer to understand how the company develops appropriate operations strategies to survive in the competitive and dynamic Chinese business environment.

The study identifies that companies intending to expand their businesses in emerging markets face many challenges in the new business environment, and that various dimensions of the business environment (e.g. business cost, competitive hostility, and environmental dynamism) affect the development of retail operations strategy. The strategy of flexibility is particularly important for international companies to survive in an increasingly dynamic and competitive environment. Foreign retailers need to be flexible and agile, adapting to the Chinese market environment in many ways in order to succeed.

This study seems to be the first in investigating the effects of the business environment on international operations strategy in the service (retail) sector, especially in the Chinese context.

The purpose of this study is to examine the role and contribution of an operations strategy for the retailer.

The methodology is mainly qualitative empirical research.

Analyses of the data collected reveals that the respondent organisations had a number of strategic aspirations and these objectives could be isolated, described and classified. It became apparent that the development and deployment of an operations strategy was closely related to these longer‐term business aims. The research was able to establish clear correlations between the application of these strategies and the achievement of both strategic and tactical objectives over a period of time.

The work demonstrates support for the contention that the use of an operations strategy is important to fuel the success of these organisations. It also questions the lack of emphasis given to this aspect in the strategic literature and most conceptual models of strategy.

Discount grocery stores (DGSs) are attractive food supply chain (FSC) channels because many cost-conscious Indians use them for monthly needs. Despite capacity, DGSs must address customer concerns about store crowd densities and improve their COVID-19 preparedness. The purpose of this study is to learn how retail operations strategies can improve customer experience and how stores can benefit.

The study looked at a case study where retail operations are run more efficiently, and the customer experience is enhanced by standardizing and customizing customer transactions. The potential benefits that customers and retailers might anticipate are then statistically verified. Next, the potential benefits were examined to determine which ones from customers’ and retailers’ views should be prioritized to increase satisfaction.

The case situation analysis in the study demonstrates how DGSs can improve their retail operations to reduce customer wait times and provide greater convenience. The study also provides practitioners with potential benefits to pursue from the perspectives of retailers, customers and both retailers and customers.

This study requires many past transactions and can be considered an extension of the current study, so it does not capture floor space and capacity improvements.

This research can help FSC retailers compete with upstream supply chain partners and customers in omnichannel retailing. By improving DGS retailer capacity and customer experience, this study can benefit all FSC stakeholders.

Although there are numerous potential benefits that practitioners can pursue, the current study suggests that practitioners focus on those that can improve retailer and customer satisfaction.

This paper explores the nature of a supply chain operations strategy. There are two distinct strands reflected in the work. First, the character of a supply network or supply chain operations strategy is discussed, with particular reference to the historic features directly related to their evolution. An operations strategy definition is provided and, perhaps for the first time, a genealogy offered that locates such a strategy in the wider supply chain and operational debate. Second, empirical evidence is reported that confirms the use of such strategies and demonstrates how they are customised to reflect the business domain and competitive priorities of the organisation.

The purpose of this paper is to identify the themes that emerged from retail supply chain (RSC) literature during the coronavirus disease 2019 (COVID-19) pandemic that inform future mitigation and recovery strategies.

This study analyses contributions in the RSC literature using four databases: Emerald, Elsevier (Science Direct), Wiley and Taylor & Francis. The systematic review approach resulted in identifying 74 articles covering 2020 to 2022.

Four themes emerged from the RSC literature on COVID-19. The first theme highlighted the factors that exacerbated the effects of the COVID-19 pandemic on the RSC. The second theme focussed on the types of disruptions that occurred in the RSC during the pandemic. The third theme demonstrated the recovery strategies used to reduce the impact of COVID-19 on the RSC. The fourth theme identified proposed mitigation strategies for the RSC post-COVID-19 outbreak.

The study provides a deeper understanding of how RSC managers could successfully reduce the effects of the COVID-19 pandemic by dealing with interruptions. Based on the reviewed studies and the four themes that evolved from RSC literature on COVID-19 throughout 2020–2022, 11 key RSC strategies and lessons have been recommended to decision-makers in the retail industry.

This is the first study to identify the themes that emerged from RSC literature during the COVID-19 pandemic to inform future mitigation and recovery strategies. The resulting themes add to the existing body of knowledge and establish the need for further research into other sectors that might be affected by future pandemics.

Aster Retail (AR) is the retail pharmacy division of the Aster Dr Moopen's Healthcare (ADMH) Group. The group delivers healthcare services across the Middle East, India and the Far East, with a portfolio of hospitals, clinics, diagnostic centres and retail pharmacies. AR, under the leadership of Chief Executive Officer (CEO) Jobilal Vavachan, is well known for its people-centric approach, unique culture and innovative human resource (HR) practices. AR has won multiple awards for HR practices, service quality and business performance. In a recent corporate restructuring (2018), “Aster Primary Care” was carved out by combining the group's Clinics and Retail businesses. This case discusses the evolution of AR's HR journey and the challenges associated with integrating culturally diverse businesses without compromising the values of ADMH and its promise, “We'll Treat You Well.”

Premium customer service in the commodities market can be made a competitive advantage. The case deals with BPCL, a public limited Government organization that is successful through its strategic orientation while serving its customers.

This case is suitable for students who are enrolled in a Masters or an Executive Programme in Management. For a Masters programme in Management, the case can be introduced in the marketing course in sessions related to Customer Relationship Management, Marketing Strategy and Marketing in a Government organization. The case will also fit well with the audience of the Executive Programme in sessions on Marketing Management. The assignment questions provided below are designed from the perspective of teaching this case to a business student audience.

The case study shows how a public sector company has taken steps to retain customers as well as increase its customer base through premium servicing. In all the fuel filling stations in India, the price is the same and is totally controlled by the Government. However, to survive in this market, different players adopted strategies to lure more customers and be profitable and productive in their operations. BPCL adopted a company owned company operated model, where they created a niche for themselves through premium service provided to retail customers. The case study deals with details of planning, recruitment and training and job rotation of staff by BPCL and shows how the same has led to increased commitment and motivation among employees. While operating in 24 × 7, 365 days mode, BPCL has been able to address customer complaints and feedback which has led to less waiting time for retail customers. There has been an increase in the number of customers and a high retention rate of existing customers.

To understand how the customer is central to an organization’s growth strategy. To appreciate the management concerns in the light of deregulation in an earlier monopoly market. To comprehend the challenges associated with maintaining competitive advantage over a long run. To appreciate the importance of employees in organizations. To understand the role of technology in achieving business goals of an organization.

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

CSS 9: Operations and Logistics.

The purpose of this paper is to ask if customer experiences in public houses (pubs) go wrong because of poor initial and subsequent training for front-line staff, while questioning if enough is being made of employee engagement and socialization as a means to improve consistency within the pub service encounter.

The study applies a critical review of the literature with a focus on the initial and subsequent training of front-line employees in the context of managed and entrepreneur-led pub-retailing operations.

The delivery and impact of a well-designed initial training programme may not only enhance long-term employee engagement and loyalty, but also provide competitive advantage for pub-retail operations through a more consistent service delivery. The paper questions the suitability of the approach currently being adopted within the sector and suggests that change is needed in order to ensure the longer-term survival of pub-retail businesses.

Can reliable and consistent customer experiences be delivered without a more progressive approach to the initial training and engagement of front-line employees?

While the importance of initial and subsequent training is widely accepted, the potential for its poor delivery has an almost predictable impact on many customer experiences. The paper recommends a review of the methods used by managed house and entrepreneurial (tenanted and leasehold) pub-retailing businesses to enhance employee socialization, engagement and loyalty to fuel the sector’s drive to generate greater competitive advantage.