Retailing Integrated Retail Management

Abstract

Note: Each chapter includes an Introduction, a Summary, Key Terms, Questions for Discussion, and an E-tailing Exercise. I. An Introduction to Retailing 1. The World of Retailing What Is Retailing? The Retail Management Function Retailing versus E-tailing Careers in Retailing Text Organization Continuing Case 1.1 Sherwin-Williams Company: Early Beginnings Case 1.2 The Retail Environment: Niche Retailing 2. Customer Value, Services, and Retailing Technologies Customer Value Services Retailing Creating Relationships Technology in Retailing and E-tailing E-tailing and E-commerce Laws, Ethics, and Corporate Social Responsibility Continuing Case 2.1 Sherwin-Williams Company: Corporate Social Responsibility Case 2.2 Best Buy Ensures Customer Value Through Technology II. Effective Retail Strategies 3. An Overview of the Retail Planning and Management Process The Retailer's Mission and Vision Analyzing the Retail Environment: The Situational Analysis Retail Strategy Retail Information Systems Target Marketing Market and Location Selection Financial Operations Management Merchandise Buying and Handling: Logistics Human Resource Management Retail Tactics Laws and Ethics Evaluation and Control Continuing Case 3.1 Sherwin-Williams Company: Mission and Operations Case 3.2 Guilford Home Furnishings Faces Competition 4. The Retail Environment: A Situational and Competitive Analysis The Situational Analysis Types of Retail Institutions Competitive Analysis Continuing Case 4.1 Sherwin-Williams Company: A Competitive Analysis Case 4.2 Target Enters the Super Center Competition 5. Evaluation and Identification of Retail Customers Demographics Psychographics Geographics Behavioristics Geodemographics Consumer Behavior Continuing Case 5.1 Sherwin-Williams Company: Target Marketing Case 5.2 eCraft Furniture and the Internet Marketing Dilemma III. Internal Planning and Management 6. Retailing Information Systems and Research Retail Information Systems Marketing and Market Research Gathering Information Using Technology to Gather Data and Information Continuing Case 6.1 Sherwin-Williams Company: Technology with a Customer Focus Case 6.2 Circuit City, Multichannel Retailing, and Online RIS 7. Selecting the Appropriate Market and Location Deciding on a Target Customer Group Choosing the Location Regional Analysis Trading Area Analysis Actual Site Analysis and Selection Characteristics of the Available Site Continuing Case 7.1 Sherwin-Williams Company: Location Decisions Case 7.2 Retailer on the Go: Homier Mobile Merchants 8. Financial Aspects of Operations Management Planning for Profit: Developing a Financial Plan Retail Accounting Systems Inventory Valuation Resource Allocation Continuing Case 8.1 Sherwin-Williams Company: Reporting Financial Information on the Web Case 8.2 Cal Corporation's Ratio Analysis 9. Merchandise Buying and Handling Dollar Merchandise Planning and Forecasting Return on Inventory Investments and Stock Turnover Inventory Planning The Merchandise Mix Vendor Interactions Merchandise Logistics and Logistics Management Continuing Case 9.1 Sherwin-Williams Company: Merchandise Systems Case 9.2 Veterinarians and Merchandising Decisions 10. Human Resource Management Planning for Human Resources Organizational Charts The Hiring Process Training and Management Continuing Case 10.1 Sherwin-Williams Company: Facing Competition for Employees Case 10.2 The Container Store: Consistently One of the Best Places to Work IV. Retail Tactics, Laws, and Ethics 11. Pricing in Retailing Determining Pricing Objectives Determining Pricing Flexibility Determining Pricing Strategy and Policies Establishing Price Price Adjustments Continuing Case 11.1 Sherwin-Williams Company: Variable Pricing Case 11.2 Online Auctions Pose Competitive Threat to Retailers 12. Developing an Effective Integrated Marketing Communications Mix Developing an Integrated Marketing Communications Program IMC Tactics Using the Store Layout and Design to Increase the Effectiveness of the IMC Program Continuing Case 12.1 Sherwin-Williams Company: Integrating IMC into Operations Case 12.2 Auntie Anne's Pretzels: From Small-Town Girl to Global Entrepreneur 13. Customer Service in Retailing The Targeted Customer Is Always Retail and E-tail Customer Services Customer Response Management (CRM) What Is the Right Customer Service Level? Continuing Case 13.1 Sherwin-Williams Company: The Contractor Segment Case 13.2 Customer Service at Autozone Stores 14. Laws and Ethics The Difference Between Ethics and Laws The Field of Ethics Laws Specific Laws That Affect Retailers Government Response to Violations of Laws Continuing Case 14.1 Sherwin-Williams Company: Facing Legal Actions Case 14.2 WorldCom and the Legal Environment 15. Diversity and Trends in Retailing Diversity in the Retail Work Force Trends in Retailing Best Practices in Retailing Application: The IRM Flow Chart Continuing Case 15.1 Sherwin-Williams Company: Moving Forward Case 15.2 Office Depot Seeks to Diversify Its Pool of Workers Appendix A. Careers in Retailing: Nine Dimensions for Job Acquisition Appendix B. An In-Depth Case Study: Z-Tech, Inc. (dba Z-Coil) Notes Glossary Name Index Subject Index

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