Managing Retail Consumption

Barry J. Davies · Philippa Ward

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Consumer Retail Behavior Studies Customer Service Quality and Loyalty Consumer Market Behavior and Pricing

Abstract

Preface Acknowledgment Introduction PART 1 INTRODUCTION AND CONTEXT : THE ROLE AND HISTORY OF RETAIL CONSUMPTION Retailing History The Birth of Modern Consumption Consumption, Signs and Symbols PART 2 MANAGEMENT OF THE ARENA OF RETAIL CONSUMPTION A Dramaturgical View--Elements of the Drama: A Question of Perspective The Servuction Model and its Extensions The Physical Environment Merchandise Atmosphere and Image The Social Dimension The Temporal Dimension Customers' Psychological State PART 3 THE RETAIL ENTERPRISE IN CONTEXT The Strategic Context Service Characteristics and Context The Locational Context The Social and Ecological Context PART 4 THE RETAIL FUTURE Conclusions and Prognosis Index

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