The impact of retailing on the economy Channel of distribution Retail functions in distribution sorting process multi-channel retailing exclusive

distribution The relationships among retailers and their suppliers intensive distribution selective distribution The special Characteristics of Retailing The Total retail experience Customer service Relationship retailing

The Framework of Retailing

Reasons for Studying Retailing

C1. An Introduction to Retailing

The retailing Concept 4principles

Customer orientation Coordinated effort Value driven Goal orientation Growth-Oriented Objectives

The Importance of Developing and Applying a Retail Strategy

Appeal to a Prime Market Distinctive Company Image Focus Strong Customer service for its retail category Target Corporation's Strategy Multiple points of contact employee relations Innovation Commitment to Technology Community involvement Constantly monitoring performance

C1. An Introduction to Retailing.mmap - 3/17/2014 - Mindjet

Value and the Value Chain

The Customer Base Expected customer service Concepts Customer Service Augmented customer service employee empowerment Developing a CS Strategy Planning Individual CS

Retailer Relationships

Customer Relationships

Customer satisfaction Economic rewards Hedonistic rewards

C2.Building and Sustaining Relationships in Retailing

Loyalty Programs

Social-relational rewards Informational rewards Functional rewards

Value delivery system Channel Relationships Goods retailing

Differences in Relationship Building between Goods and Service Retailers

Rented-goods services Sevice retailing Owned-goods serivices Nongood services Electronic Banking

Technology and Relationships in Retailing

Customer and Supplier Interactions

Ethical Performance and Relationships in Retailing

Ethics Social Responsibility Consumerism

C2.Building and Sustaining Relationships in Retailing.mmap - 3/17/2014 - Mindjet

Organizational Mission sole proprietorship Ownership and Management Alternatives partnership corporation

Situation Analysis

Goods/Service Category Personal Abilities Financial Resources Time Demands Growth

Sales Profit

Stability Market share

stockholders customers

Objectives

Satisfaction of Publics

suppliers employees government Mass merchandising

Image (Positioning)

Niche retailing bifurcated retailing

C3.Strategic Planning in Retailing

Selection of Objectives mass marketing

Customer Needs Identification

concentrated marketing differentiated marketing Store Location Managing the Business

Controllable Variables

Merchandise Management and Pricing Communicating with the Customers Consumers

Overall Strategy

Competition Technology Uncontrollable Variables Economic Conditions Seasonality Legal Restrictions Integrating Overall Strategy

Specific Activities(Tactics)

Control

Feedback
C3.Strategic Planning in Retailing.mmap - 3/17/2014 - Mindjet

Independent

Advantages Disadvantages

Chain

Advantages Disadvantages Manufacturer-retailer Size and Structural Arrangement Wholesaler-retailer Service sponsor-retailer Advantages Disadvantages Advantages Disadvantages dual marketing Voluntary Cooperative

C4.Retail Institutions by Ownership

Franchising

Leased Department

Vertical Marketing System

Consumer Cooperative

C4.Retail Institutions by Ownership.mmap - 3/17/2014 - Mindjet

Consumer Demographics culture social class reference groups the family (or household) life cycle the household life cycle Time utilization personality

Consumer Demographics and Lifestyles

Consumer Lifestyles

class consciousness attitudes (opinions) functional psychological factors perceived risk physical financial social psychological time

Implications of Consumer Demographics and Lifestyles Consumer Profiles In-Home shopping

Consumer Needs and Desires

Online Shopping Out-shopping Shopping enjoyment

C7. Identifying and Understanding Consumers

Attitudes toward shopping time Shifting feelings about retailing Attitudes toward Shopping Why people buy or do not buy on a Shopping trip Attitudes by market Segment Attitudes toward private brands cross-shopping Where People Shop stimulus problem awareness

Shopping Attitudes and Behavior

The Consumer Decision Process

information search evaluation of alternatives purchase post-purchase behavior Extended decision making Types of Consumer Decision Making limited decision making routine decision making Completely unplanned Impulse purchases Customer loyalty Partially unplanned Unplanned substitution

Retailers with Mass marketing strategies

Retailer Actions

Retailers with Concentrated Marketing Strategies Retailers with Differentiated Marketing Strategies

Environmental Factors Affecting Customers:

C7. Identifying and Understanding Consumers.mmap - 3/17/2014 - Mindjet

Information Flows in a Retail Distribution Channel

Using intuition Continuing what was done before Copying a successful competitor's strategy Devising a strategy after speaking to a few individuals about their perceptions Automatically assuming that a successful business can easily expand Not having a good read on consumer perceptions

Avoiding Retail Strategies Based on Inadequate Information

C8.Information Gathering and Processing in Retailing

Building and Using a RIS Data warehousing Database Management

The Retail Information System

Data Mining and Micro-marketing Universal product code (UPC) Electronic data interchange (EDI)

Gathering Information Through and UPC and EDI Issue (problem) definition pros & cons Secondary Data Sources Pros & Cons

Internal External

The Marketing Research Process

Probability (random) and Nonprobability sample Survey Primary Data Sources Observation Experiment Simulation

C8.Information Gathering and Processing in Retailing.mmap - 3/17/2014 - Mindjet

Specifying Tasks to be Performed Dividing tasks Among Channel members and Customers Grouping Tasks into Jobs Classifying Jobs Developing an Organization Chart Small Independent Merchandising

Setting Up a Retail Organization

C11.Retail Organization and Human Resource Management

Publicity

Organizational Patterns in Retailing

Department Stores

Store management Accounting and control

Chain Retailers Diversified Retailers Women in Retailing HR Environment of Retailing Minorities in Retailing

Recruiting

HR Management in Retailing
HR Process in Retailing

Selecting Training Compensating Supervising

C11.Retail Organization and Human Resource Management.mmap - 3/17/2014 - Mindjet