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A key question for shopping malls is to create a retail environment that is at the same time safe and entertaining. The purpose of this paper is to provide insight into this process by examining how consumers view various formal and informal surveillance practices in the context of shopping malls. The classification of surveillance practices into formal and informal surveillance is based on crime prevention through environmental design (CPTED) theory. The paper also studies how consumers can be grouped according to their views on these surveillance practices.

The paper uses the CPTED theory as a theoretical lens and studies the consumers’ views of formal and informal surveillance using data gathered from a survey of 200 shopping mall visitors. The data are analyzed using principal components analysis and cluster analysis.

The results show that customer experience of safe retail environments reflects the distinction between informal and formal surveillance in the CPTED theory. The paper also shows that consumers have several different preferences towards surveillance practices and consumers can be grouped according to their preferences for surveillance methods.

This paper has provided new insights regarding the use of CPTED theory in research into formal and informal surveillance practices in shopping malls. The findings provide tools that help mall managers focus on the different needs of consumers in their quest to create safe and entertaining retail environment.

The paper advances research on the heterogeneity of client behavior and the understanding of “the client” as a key topic in the research of management consulting. First, this issue is addressed by summarizing the clients’ reasons for acquiring and utilizing management consulting services. Second, the purpose of this paper is to examine the ways in which these reasons vary in four key client groups.

Building on 1,127 responses to a survey questionnaire, the clients’ motives for acquiring and using management consulting are examined in four different client groups. Principal component analysis with an eigenvalue greater than one and varimax rotation method was used to discern the motives for acquiring and using consulting.

The analysis identifies two co-existing factors as key reasons for acquiring and utilizing management consulting: “Impact” and “Significance.” This typology is used to show that the reasons for acquiring management consulting services are dependent on the hierarchical level of the client. While reasons related to “Impact” are consistently emphasized in the four examined client groups, reasons related to “Significance” show greater variance and are emphasized less higher up in the organizational hierarchy.

The paper argues for the need to reconsider the conventionally marginal and subordinate position of subjective motivations in the management consulting literature. The paper creates bridges between previously contending paradigms by developing a holistic and comprehensive framework of the client motives for utilizing management consulting.

For practitioners, the results complement prior understandings of client purchase decision making. More fundamentally, this paper provides elements for restructuring the overall discourse on the roles and uses of consultants.

The paper is the first large-sample examination of client heterogeneity, developing an empirically verified typology of the reasons for utilizing management consulting. More importantly, the paper specifies how these reasons vary among four key client groups. The primary contributions of the paper are: the paper posits a robust typology on the previously multivocal and fragmented reasons for utilizing management consulting. The paper specifies how the reasons vary in four key client groups, developing a more nuanced understanding of the heterogeneity of “the client.”

In today’s retail environment, retailers’ leadership skills can make the difference between the success and failure of their retail stores. Despite the acknowledgment that retailers’ leadership skills and behaviour are important, treatment of the topic within the retail marketing and management literatures is still very limited. Against this backdrop, this paper aims to focus on the relationship between the retailers’ charismatic leadership and frontline employee outcomes.

For the purpose of this study, the authors develop hypotheses about the influence of the retailers’ charismatic leadership on frontline employee job satisfaction, self-efficacy, organizational identification and turnover intentions. Using structural equation modelling, hypotheses are tested using a sample of 208 frontline employees from the Finnish retail industry.

As a first main contribution, the findings of this study indicate that charismatic leadership has a very strong positive impact on job satisfaction. As a second contribution, this study shows that there is strong positive link between charismatic leadership and the self-efficacy of frontline employees. As a third contribution, this study indicates that charismatic leadership is positively related to organizational identification. And finally, this study indicates that charismatic leadership has a very strong negative impact on employee turnover intentions.

This study contributes to retail management and services marketing literature by broadening the current understanding of the leadership behaviour of retailers and its effectiveness and demonstrating how frontline employees respond to charismatic leadership in the retail setting.

The purpose of this paper is to analyse how retailers view the links between security problems, investments in formal and informal surveillance, the sense of security felt among customers and employees, and the competitiveness of the store.

The study utilizes elements of the theory of Crime Prevention Through Environmental Design (CPTED) in its theoretical approach. Thus, surveillance investments are divided into formal and informal surveillance investments. The theoretical model is tested using structural equation modelling (SEM) with data collected among grocery store retailers.

The study shows that security problems have a positive impact on investments in formal surveillance but no impact on investments in informal surveillance. Furthermore, retailers perceive that formal surveillance investments have a negative impact on the sense of security felt among customers and employees, whereas informal surveillance investments have a positive impact. In addition, retail entrepreneurs perceive that the sense of security felt among customers and employees has a positive impact on the competitiveness of the store.

The impact of investments in security should also be studied from other viewpoints than just retailers. In addition, conceptual and qualitative empirical studies are needed to obtain a clearer understanding of the effectiveness of surveillance in the store environment.

The paper shows retailers the linkages between different types of surveillance investments and the sense of security felt among consumers and retail employees.

The present research provides empirical evidence on how investments in security are linked to the competitiveness of retail stores.

This study aims to analyse grocery retail entrepreneurs' perceptions of the effectiveness of both informal and formal surveillance in reducing vandalism, disturbance, and shoplifting in their stores.

The present study utilizes elements of CPTED in its theoretical approach. The population for the study consisted of 946 Finnish grocery store K‐retail entrepreneurs. The data collection was carried out through an internet survey in February and March 2009. A total of 161 grocery store retailers filled in the questionnaire, yielding a response rate of 17 percent.

This study shows that, of different types of security problems, grocery store retailers view shoplifting as the most severe. To reduce this and other security problems, retailers have invested in several forms of formal and informal surveillance. Among these investments CCTV systems seem to be the most prominent. However, respondents did not view high‐tech surveillance as the most effective. Instead, this study shows that retailers view security guards and activity of the personnel as the most effective ways for reducing vandalism, disturbance, and shoplifting in their stores. Furthermore, the results emphasize the importance of store environment, e.g. clean and well‐lit premises, as an important way of reducing crime.

Qualitative studies could reveal issues that would enable more thorough operationalization of the concepts linked to surveillance and security in the store environment.

The paper sensitizes retail entrepreneurs to think where informal and formal surveillance work best in the store environment.

Very little empirical research has evaluated the effectiveness of surveillance in store environment. The present study fills this research gap, at least to some extent.

This study aims to focus on how grocery store retail entrepreneurs invest in formal and informal surveillance, and how these investments affect consumers' and employees' sense of security. In particular, it tries to understand what kind of surveillance investments can be found from the stores with high consumer and employees' sense of security.

The present study utilizes elements of CPTED in its theoretical approach. The population for the study consisted of 946 grocery store K‐retailers. The data collection was carried out through an internet survey in February and March of 2009. A total of 161 grocery store retailers filled in the questionnaire, yielding a response rate of 17 percent.

The research reveals that investments in informal surveillance are more likely to create a high sense of security among consumers and employees than are investments in formal surveillance. In other words, the analysis shows that the stores where consumers and employees have a high sense of security have made more investments in comfortable, clean and well‐lit premises than stores where consumers and employees have a low sense of security.

The present study was limited to surveillance and to consumers' and employees' sense of security as understood by the retailers. Unquestionably, there is a need to study surveillance from the consumers' and employees' viewpoints. In addition, qualitative studies would enable more thorough operationalization of the concepts that linked the surveillance and sense of security in the store context.

Retailers wishing to create a safe retail space for employees and customers should invest in informal surveillance. Investments in comfortable, well‐cleaned and well‐lighted premises make both consumers and employees feel safe in the store environment. In this way, retailers can enhance the competitiveness of their store.

Very little empirical research has evaluated the effectiveness of surveillance in the store environment, although many articles and reports have commented on the importance of surveillance. The present study fills this research gap.

The purpose of this paper is to investigate the impact of market orientation (MO) and entrepreneurial orientation (EO) on business performance among small retailers. In particular, the goal is to understand and determine to what extent MO and EO influence firm performance directly, and to what extent MO and EO are connected to performance via marketing capabilities.

The developed conceptual model is tested using structural equation modelling (SEM) using a sample of 202 small retailers.

The result of the SEM model shows that both MO and EO act as a basis for improved business performance among small retailers. However, the performance impact of MO and EO is not that straightforward. Based on the research findings, it can be argued that both MO and EO require marketing capabilities to more fully unlock their value-creating potential among small retail firms.

This study has provided new insights regarding the impact of MO and EO on business performance in the context of small retail firms. In particular, the study has contributed to the literature by demonstrating the routes through which MO and EO impact on performance.

This study seeks to analyse managers' perceptions of the effectiveness of both informal and formal surveillance in reducing vandalism, disturbance, and shoplifting in their shopping centers in Finland.

The present study utilizes elements of crime prevention through environmental design (CPTED) in its theoretical approach. The data are based on an internet survey in Finland conducted in February and March of 2009. The sampling frame of the present study consistes of the 58 shopping centers and especially those managers who are responsible for security and safety management investments at these centers. All together 32 managers completed the survey.

This study reveales that perceived effectiveness of both formal and informal surveillance in reducing all three types of crime is high. Security guard patrols are clearly perceived to be the most effective formal surveillance method. Also, activity of personnel and premises that are easily monitored, are perceived very effective in reducing incidence of crime at the shopping centers.

Qualitative studies could reveal issues that would enable more thorough operationalization of the concepts linked the surveillance and security in shopping center context.

The paper sensitizes managers to think where informal and formal surveillance work best in shopping centers.

Very little empirical research has evaluated the effectiveness of surveillance at shopping centers. The present study fills this research gap.

Technology‐related issues have an increasing impact on business. The alignment between overall business objectives and technology‐related decisions, such as decisions on application service acquisitions, resurfaces occasionally in the intense academic discussion on information systems (IS). Prior research indicates that the alignment of business and IS decisions remains a major concern for business practitioners. The purpose of this paper is to analyze the factors that drive the consistency in technology‐related decisions and result in diverse modes of business‐IS alignment.

This study investigates application service acquisitions among the top 200 firms in Finland. In this quantitative empirical study, principal component analysis with varimax rotation method is used to examine the companies' drivers for business‐IS alignment. Moreover, the firms are categorized using the cluster analysis method.

This study identifies four factors that drive the achievement of business‐IS alignment. These factors are: awareness of the impact and risks of IS decisions, efficacy of IS management, systematic decision making process, and business development orientation of IS management. Moreover, the study identifies four clusters of firms that illustrate diverse modes of business‐IS alignment: ad‐hoc alignment, business‐driven alignment, consensual alignment, and technology‐driven alignment.

The value of the study lies in revealing the key factors influencing the alignment of vital IS investments and the overall business strategy. The study identifies four clearly different approaches to business‐IS alignment. Moreover, the paper suggests that business‐IS alignment stems from several factors, including the collective development of strategies that reflect the combined knowledge of business and IS managers.

The purpose of this paper is to study the impact that systematization of sales activities through sales process management has, at the firm level, on profitable sales growth in business‐to‐business (B2B) companies. The research aims to compare companies focusing on service offerings to those focusing on product offerings.

The study is based on survey data.

Despite the emergence of service‐dominant logic, B2B service and product companies still differ in how sales process management contributes to firm performance.

The findings suggest that differences between service and product firms in their sales process management stem from the different underlying modes of interaction. The findings are generalizable to B2B companies.

The findings help businesses differentiate between productive sales process management practices in product and service firms.

The study contributes to the wider need of operationalizing ideas about sales process management at the level of organizations and business units.