Journal articles on the topic 'Other Retail Services'
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Sekhon, Harjit Singh, Dima Al-Eisawi, Sanjit Kumar Roy, and Adrian Pritchard. "Service excellence in UK retail banking: customers’ perspectives of the important antecedents." International Journal of Bank Marketing 33, no. 7 (October 5, 2015): 904–21. http://dx.doi.org/10.1108/ijbm-10-2014-0136.
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Purpose – The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed understanding of the key antecedents of service excellence, from a customer ' s perspective. The model presented in this paper is rooted in cross-disciplinary literature and tested amongst customers of UK retail banking services. Design/methodology/approach – Following a systematic approach to scale development, the paper draws on survey data from 260 consumers of retail banking products, with the data collected on national basis in the UK. Findings – The theoretical framework was evaluated using a structural approach. Of the hypothesised antecedents, innovation has the greatest impact on service excellence while reputation the least, as far as customers are concerned. Research limitations/implications – The research was limited to one research domain, i.e. UK retail banking, and thus it is reasonable to hypothesise that other aspects of service excellence will be more or less relevant for other types of financial services or in other geographic regions. Practical implications – Given the challenges faced by the retail banking sector, there are implications for practitioners because the authors identified the key antecedents of service excellence. The antecedents can be used by practitioners to help demonstrate excellence on their part and they could differentiate what are homogenous services at a time when the retail banks are going through a period of recovery following the crisis within the sector. Originality/value – This work complements the understanding of service excellence and provides insight for scholars and practitioners by modelling services for a specific service sector.
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Fedorenko, Oleksandra. "Analytical support for the effective operation of a network retailer." Economics. Ecology. Socium 4, no. 3 (September 18, 2020): 49–57. http://dx.doi.org/10.31520/2616-7107/2020.4.3-5.
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Introduction. Modern retail integrates the development of goods and services, their production, sale, exchange and consumption into a global network and is a basis for an accelerated development of services and trade. Network retailers offer consumers not only a wide range of goods and services, but also the opportunity to buy everything in one place, where a large retail space offers up to hundreds of thousands of items. It is network retail that has a purposeful impact not only on the economy of an individual country, but also on global economic processes.
The aim of the article is to study the theoretical aspects and develop practical recommendations for improving the analytical efficiency of network retail.
Results. The article examines approaches to the disclosure of the economic category of "retail". The state and peculiarities of the development of domestic network retail, problems and difficulties of their functioning are analyzed. It is determined that the development of network retail requires professional and quality retail branding, which is a complex category and includes the process of brand development for the retail network and includes components: marketing research; internal audit; creation of a unique logo of a retail trade network; development of the spatial environment of the retail trade network. The method of the analysis of activity of the network retailer in particular the complex comparative analysis of the network retail in the dynamic competitive environment is offered and the balanced system of indicators of the analysis of activity of the network retail is offered.
Conclusions. The development of online retail creates new opportunities for business through the introduction of modern information systems, digitalization of production processes and business, the creation of e-shops and interactive storefronts. The activity of network retail, like any other enterprise, requires a qualitative and comprehensive analysis in order to strengthen its position in the market, a stable position in a competitive environment. Therefore, business owners, executives, senior managers and potential investors and business partners should pay significant attention to the analytical support of the effective operation of the network retailer in order to manage business, finance and further increase profitability.
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Valeeva, Y. S. "MODELING OF THE PROCESSES FORMED BY RETAIL TRADE NETWORKS." Scientific Review: Theory and Practice 10, no. 5 (May 29, 2020): 886–97. http://dx.doi.org/10.35679/2226-0226-2020-10-5-886-897.
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The main purpose of this study is to consider the influence of internal and external factors on the development of services of retail trade networks. Studying the internal factors of development of services, it should be noted that for enterprises of network formats, which include retail trade networks, it is very important to have their own service standards, personalized approaches of interaction and contact with consumers to ensure the quality of the provision of trade services. Attentive attitude towards customers is ensured, among other things, by reducing the tension and intensity of staff work. The article presents a hypothesis about the identified internal and external factors affecting the development of retail trade networks, showing their influence or connection. Customer focus is seen as one of the priority factors and is divided into two categories in relation to customers and employees of the retail chain. The quality of trade services largely depends on the customer focus of consumers. Using a paired regression model, we analyzed the impact on the share of attracted customers in relation to factors such as customer satisfaction with the service in order to understand how satisfied consumers are with the interaction with the enterprise; average frequency of visits to the retail network (customer traffic) per week per 1 m2 of retail space; net support index; an indicator of dissatisfaction with the service. The dependence and influence of these factors on customer satisfaction have been determined. The analysis of environmental factors was carried out using the method of principal components, three groups of factors and their impact were identified. The resulting indicators of the «dynamics of retail trade turnover per capita» are the average per capita cash income of the region's population, the availability of retail space, the development of transport infrastructure, the proximity of administrative centers, accounting for which made it possible to forecast the dynamics of total regional income.
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Parikh, Darshan. "Measuring Retail Service Quality: An Empirical Assessment of the Instrument." Vikalpa: The Journal for Decision Makers 31, no. 2 (April 2006): 45–56. http://dx.doi.org/10.1177/0256090920060203.
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Retailing in India is growing at the rate of about 18-20 per cent per annum. As part of its strategy to gradually open it up to foreign competition, the government is also in the process of increasing foreign direct investment in the retail sector. At the same time, the urban consumer is becoming more discerning and demanding as far as the lifestyle is concerned. Urban Indian household income and purchasing power are also on the rise. Under such circumstances, the success of organized retailing in India mainly depends on delivery of services through quality improvements. In service organizations, customer-perceived service quality is considered as one of the key determinants of business performance. So far, in the Indian context, there is a dearth of tested instruments which can measure customer-perceived service quality of a retail store. At the same time, instruments developed in other countries have not been tested for their applicability in the Indian retail industry. It is in this context that this paper reports on the application of Dabholkar, Thorpe and Rentz's (1996) retail service quality scale in measuring the gap between the customers' expectations and their perceptions about the service quality of retail stores in India. Statistical analyses were performed to test the dimensionality of service quality and to examine the reliability of the scale. Finally, the analysis of the gap scores was used to suggest relevant improvements in the retail store service quality. The results indicate the following: Although the instrument was found to be quite reliable, the gap scores did not merge into five dimensions of service quality as proposed by the scale developers; rather, the gap scores roughly merged into nine dimensions. The instrument and the five dimensions of service quality may need considerable restructuring. A few statements which showed considerable reliability problems should be restated or substituted by more relevant statements. The instrument may not be applicable to the retail sector in India without further restructuring. Further research is necessary to understand retail store service quality in India. The analysis of the gap scores indicates that the highest perceived service gap lies in the policies of the retail stores, particularly, parking facilities provided by them. Apart from this, all other statements also show a negative gap implying the need for considerable improvements in retail service quality. Therefore, as organized retailing develops in India, retail stores in India will have to improve the quality of their services significantly in order to compete successfully in the global marketplace.
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van Tonder, Estelle, and Daniël Johannes Petzer. "Perspectives on “other” customers’ roles in citizenship behaviour." International Journal of Bank Marketing 36, no. 2 (April 3, 2018): 393–408. http://dx.doi.org/10.1108/ijbm-02-2017-0042.
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Purpose The purpose of this paper is to examine the impact of source credibility (expertise and trustworthiness) on perceived value (perceived usefulness (PU)), as well as the latter’s impact on sub-dimensions of customer citizenship behaviour (helping and advocacy intentions (AIs)) in an electronic banking services setting. Design/methodology/approach In total, 439 respondents who use at least one form of electronic banking service and who have previously received positive messages about electronic banking services from other customers were approached to complete a self-administered structured questionnaire. Findings Source credibility dimensions have a positive and significant relationship with PU. PU in turn has a positive and significant relationship with helping intentions and AIs as forms of customer citizenship. Research limitations/implications The findings advance understanding of the extent to which customers rely on the perceptions of other customers in determining the usefulness of a service as well as their willingness to advocate the benefits of the service and help other customers. Practical implications The findings may guide retail banks in obtaining a greater understanding of the customer citizenship behaviour process and the extent to which banks can rely on customers to convince other customers of the benefits of electronic banking services. Originality/value This study offers insight into the antecedents of the advocacy and helping intentions sub-dimensions of customer citizenship behaviour. It also explains how value between customers can be created by considering the elaboration likelihood model and social exchange theories, and customer citizenship behaviour.
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Duhan, Punita, and Anurag Singh. "M Commerce: Experiencing the Phygital Retail." Global Journal of Enterprise Information System 9, no. 1 (May 5, 2017): 121. http://dx.doi.org/10.18311/gjeis/2017/15877.
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Emergence and evolution of information technologies paved way for the online transactions, termed as e-commerce. E-commerce was soon rechristened as wired e-commerce due to the rapid rise of mobile phone and other handheld devices facilitating access to internet while on the go and this led to the coining of the term m-commerce, the wireless avatar of e-commerce. Term Mobile commerce or simply m-commerce has been attributed to the collection of location based commercial services that are delivered by various internet enabled handheld devices such as mobile phones, tablets and palmtop devices. Though, essentially, both-e-commerce and m-commerce- are similar as the transactions are electronic in nature and are facilitated by internet but the element of mobility is one big differentiator between the two. Now, it has become difficult for the people to imagine e-commerce without the mobility dimension appended to it. In today’s online business environment, m-commerce is growing as next stage of e-commerce. Further, M-commerce has opened up new vistas for marketing the products, for targeting the customers at multiple points, for offering customized services using location based features and for enabling enhanced shopping and service experiences. It also offers opportunities for services that are more efficient and more user-friendly. The marketers may also offer new approaches, apps, and in-store solutions for enhanced customer engagement after researching the needs, roles and use contexts of the customers. Marketers have already started talking about mobile conversion funnel besides desktop conversion funnel. It is quite interesting to note that in mature markets, shape of the funnel is different and has higher purchase conversion rate.
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Hontar, Maryna. "The language policy of Ukraine in the retail and services sphere." Ukrainska mova, no. 1 (2021): 20–35. http://dx.doi.org/10.15407/ukrmova2021.01.020.
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This paper explores how the language policy of Ukraine is established in the retail and services sphere. The analysis focuses on the Ukrainian legislation which regulates the use of the official language and other languages in advertising, product information, and services. In the period of the Ukrainian state independence, the language use in the retail and servi-ces sphere is determined by Article 10 of the Constitution of Ukraine which lays down the basic principles for the operation of languages in Ukraine and the legislative documents which regu-late customer-provider relationships and contain requirements for goods and consumer services.The article states that information should be provided to the consumer in accordance with the lan-guage legislation requirements. The Law “On Languages in Ukrainian Soviet Socialist Republic” (1989) and especially the so-called “Kivalov – Kolesnichenko language law” did not guarantee Ukrainian citizens the right to receive information and to be served in the official language, i.e., in Ukrainian. The 2019 language law, Article 30, however, obliges all service providers to serve consumers and provide information about goods and services in Ukrainian. Keywords: sociolinguistics, language policy, retail and services sphere, Ukrainian language.
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Mazankova, Т. V. "Differentiation of retail trade in the Khabarovsk Territory." POWER AND ADMINISTRATION IN THE EAST OF RUSSIA 95, no. 2 (2021): 73–85. http://dx.doi.org/10.22394/1818-4049-2021-95-2-73-85.
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The lack of trade services can lead to a decrease in the quality of life of the population, and as a result, the outflow of the population to other regions. It is necessary to assess the dynamics, scale and level of retail trade development in the Khabarovsk Territory, to assess the intraregional differentiation of the population's access to retail trade services. Conclusions are drawn about an increase in the concentration of trade in the cities of Khabarovsk and Komsomolsk-on-Amur, as well as an increase in the differentiation in the consumption of retail trade services in the regions of the region. Areas with insufficient provision of retail space were identified. The directions of state regulation in this matter are proposed.
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Barrell, Kevin, and Warren Lemmens. "The Future of Digital Services Delivery." Journal of Telecommunications and the Digital Economy 3, no. 3 (September 28, 2015): 31–46. http://dx.doi.org/10.18080/jtde.v3n3.22.
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Australia has set a strong ambition to capture opportunities presented by the emerging digital economy. While much discussion has focussed on the significant investment being made in broadband infrastructure, it is important to recognise that a range of other factors will also impact Australia’s ability to realise this vision of a dynamic digital market. Not least will be the requirement for the highest levels of satisfaction across a complex service delivery environment encompassing retail and business consumers, today’s retail and wholesale service providers, early phase digital content providers as well as the full range of future digital application services providers.This challenge transcends access network architecture and technology considerations, while highlighting the complex array of technology, process and systems components required to deliver digital services in the global marketplace. Successfully addressing this challenge is fundamental to ensuring Australia develops an effective service delivery ecosystem to underpin its digital future.This paper makes the case for industry to turn its attention to the operational market structure and processes that will support this future environment, together with the key multi-party relationships and interdependencies that will underpin the required high levels of user experience and Australia’s ultimate success.
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Noor ritawaty. "THE EFFECT OF SERVICE QUALITY AND RELATIONAL EFFORTS ON TRANSACTION SATISFACTION, RELATIONAL OUTCOME AND CUSTOMER RETENTION IN RETAIL BUSINESS IN THE CITY OF BANJARMASIN." Archives of Business Research 7, no. 10 (October 29, 2019): 113–20. http://dx.doi.org/10.14738/abr.710.7252.
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ABSTRACT
The study aims to analyze the influence of the services quality and relational efforts relational satisfaction, relational outcomes and retention of customers in the retail business in the city of Banjarmasin. The population in this study is the consumer supermarket in the city of Banjarmasin, such as Hypermart, Giant. Lottemart, and Ramayana Robinson. Given the respondents in this study is homogeneous, so that the sample collection technique is systematic random sampling with selected respondents must meet predetermined criteria standards. because the population is not limited to, the proportional method used to determine the number of samples as many as 200. Data analysis using SPSS and AMOS 20.0 software.
From the test results that, only 7 hypothesis have a significant effect, namely: services Quality has significantly influence to customer satisfaction of retail transactions in Banjarmasin. Quality of service is a significant effect on the retention of retail customers in the city of Banjarmasin. Relational Efforts significant effect on satisfaction of customer transactions in Banjarmasin. Relational efforts has significant influence to outcome relational. Satisfaction transaction has significant influence to outcome relational retail customers in the city of Banjarmasin. Transactions Satisfaction has significant effect to the customer retention of retail customers in the city of Banjarmasin. Outcome relational has significant effect on the customersretention in the city of Banjarmasin.While two other hypothesis has not significant are: Quality of service not significant effect on relational outcomes retail customers in the city of Banjarmasin. Efforts relational no significant effect on the retention of retail customers in the city of Banjarmasin.
Keywords: Service Quality, Relational Effort, Transaction Satisfaction, Relational Outcomes, Customer Retention
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K.Aparna, P. Murali Krishna, and V. Satish Kumar. "ANALYSIS OF RETAIL MIX STRATEGIES: A SPECIAL FOCUS ON MODERN RETAIL FORMATS." International Journal of Engineering Technologies and Management Research 5, no. 5 (February 27, 2020): 71–76. http://dx.doi.org/10.29121/ijetmr.v5.i5.2018.228.
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A shopper usually comes across many retailers in the market place, each having its own overall product offering. One retailer may be attracting customers due to its unbeatable location and visibility, other on the basis of discounted prices, someone on the basis of variety of merchandise or specialised product offering. If small retailers promise to offer the convenience of fulfilling the daily needs at your doorstep, the big retailers promise to offer better value in terms of competitive pricing and convenience of making all products available under the same roof. Then online retailers are trying to outsmart conventional retailers by killing time and distance constraints. Thus, it is seen that retail market place has become very competitive and challenging over a period of time. Market has already become tough due to increasing cultural and demographic diversity and changing lifestyles over a period of time. Every market has its own set of needs. Like any marketer, a retailer has to decide which kind of market it should cater to in a satisfactory manner. As a result, the retailer has to explore many options to differentiate themselves in the market place and appeal to its target customers. The options are available in the form of combining different elements of retail mix. Retail mix is mainly deciding about merchandise, price, promotional mix, location, services extended etc. to serve the needs of target market in a satisfactory manner. Retail format is the popular term used for retail mix. It bears close resemblance with marketing mix. In the ensuing study, discussion about various retail formats is carried on.
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Cruz Roche, Ignacio, Jaime Romero, and Ricardo Sellers-Rubio. "Retail services efficiency: impact of country-specific factors." International Journal of Retail & Distribution Management 47, no. 8 (August 12, 2019): 774–92. http://dx.doi.org/10.1108/ijrdm-12-2018-0275.
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Purpose Efficiency in retailing companies is mandatory for survival. Literature acknowledges external factors impact on efficiency. However, this impact remains understudied, as previous research typically focuses on managerial decisions. The purpose of this paper is to partially fill this gap by exploring the influence of external factors on retailers’ efficiency. Design/methodology/approach This research simultaneously measures retail efficiency and evaluates the impact of six potential drivers by applying bootstrap techniques in a sample of 25 European Union countries during the period 2006–2015. Findings The efficiency of the retail system in the countries under analysis evolves at different paces during the observation period. This evolution can be explained by country population density, average store size within countries, foreign trade ratio, concentration, economic freedom and percentage of urban population. Research limitations/implications This research does not account for supply and demand restrictions that might affect retailers’ efficiency, as well as other variables that influence their production process. Practical implications This paper might help retail managers to comprehend and manage their companies’ efficiency. Furthermore, it provides clues to evaluate market attractiveness in retailers’ international expansion strategies. Social implications Policy makers can facilitate retailers’ efficiency through regulations on external variables that influence retailers’ performance, namely economic freedom and foreign trade ratio. Originality/value For the first time, this study analyses the impact of external factors on retail services efficiency across countries.
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Gupta, S. L. "An Empirical Study on Retailing Industry in India: A Case Study on Apparel Market." Paradigm 11, no. 2 (July 2007): 1–8. http://dx.doi.org/10.1177/0971890720070202.
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The study puts focus on how retailers are designing organized retail formats to keep pace with the changing moods of the shoppers. This will help them out in reaching a huge market comprising middle segment in order to enhance their clientele. These organized retail formats are at a paradigm shift in India and the need of the hour is a place where the consumers are seeking the convenience of one-stop shopping which can be catered by none other than malls. In the past few years there has been a shift in India from individual retail outlets owned separately and managed distinctively and professionally for retailing. Things changed primarily because of rising expectations of Indian consumers Corporate houses in turn responded quickly to the needs of the consumers. The study addresses how factors within and outside the stores affect store-level shopping decision. Preference for certain retailer attributes differs by shopper and these preferences are reflected in store choice. Therefore, several retailer attribute act as reasons for store patronage. A questionnaire was designed to investigate store patronage relative to the importance and perception of selected attributes of the stores. The data were collected from retailers. Respondents were asked to describe their perception of store on the basis of various attributes. These attributes were then treated as variables/indicators in the study. The six main indicators on the basis of which retailers decide to go for specific type of retail format consisted of price, sales personnel, quality of merchandise, assortment of merchandise, advertising, services, and other convenience services. The data collected from 100 retailers.
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Minh, Vo Duy. "Factors affecting consumer loyalty at retail stores in Ho Chi Minh City." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (July 27, 2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.655.
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The paper aims to analyze and quantify the factors affecting consumer loyalty to retail stores in Ho Chi Minh City (HCMC) in the lens of the Theory of Reason Action (TRA). The paper uses a combination of qualitative and quantitative research methods. The former was conducted through focus group discussions with 15 consumers using services at retail stores in HCMC while the latter was conducted by a direct survey on 465 customers using the service of retail stores in HCMC. The results show that (i) preferential treatment from retail stores, (ii) consumer commitment, (iii) consumer gratitude, and (iv) perceived service quality affect consumer loyalty. The research has limitations such as (i) consumer loyalty is influenced by many other factors. Therefore, it is necessary to include additional determinants in future research (ii) the research is only conducted in HCMC, and (iii) the sample size is relatively small with only 465 consumers.
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Kursunluoglu, Emel. "Shopping centre customer service: creating customer satisfaction and loyalty." Marketing Intelligence & Planning 32, no. 4 (May 27, 2014): 528–48. http://dx.doi.org/10.1108/mip-11-2012-0134.
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Purpose – The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value and service quality were not analysed in this research. Design/methodology/approach – Exploratory factor analysis was used to classify customer service items. Confirmatory factor analysis was not applied because of there was not any significant theory based on the classification of shopping centre customer service (SCCS). The research model was developed to show the relationships and the effects of customer service which were tested through multiple regression analyses. Findings – As a result of findings, customer service variables were classified into eight factors. Only four of them had effects on satisfaction and loyalty. The findings indicated that customer services had effects on customer satisfaction and loyalty. It was shown that “customer services about atmosphere (CSA)” affected both satisfaction and loyalty whereas “incentive customer services (ICS)”, “customer services in encounter stage (CSE)”, and “customer services about payment (CSP)” affected only loyalty. Research limitations/implications – The research model was about only shopping centres’ customer services; it could not reflect the customer services offered by the other retail formats since the survey was conducted in the limited area and with small sample. The research did not reflect the complete retailing landscape since the survey was applied to only brick and mortar shopping centre customers. The research model was developed according to the customer services offered by Turkish shopping centres and customers’ perceptions about satisfaction and loyalty were measured. The findings can be applicable each shopping centre that offers such customer services and has nearly the same concept. It is agreed that since this research has been conducted in Izmir it reflects the Turkish consumers’ cultural intentions. Practical implications – Although the impact degrees are at low level, customer service is an important tool for creating customer satisfaction and loyalty. According to the SCCS model in this research; it is strongly recommended that CSA, ICS, CSE, and CSP should be improved by shopping centres in order to gain customer satisfaction and loyalty. The last result of the research was surprising because it was expected that all customer service factors in the SCCS model would affect satisfaction and loyalty significantly. Although there were not any direct effects of basic customer services, facilitative customer services, customer services about children, informative customer services on satisfaction and loyalty, shopping centre management should not ignore these types of services since they are really important in the literature. Since the retailer type is important when developing customer service, each retailer should define its own customer service level according to its retail mix strategy. Originality/value – The research is the first paper that surveyed customer service effects in creating satisfaction and loyalty in Turkey through a conceptual model. The study has suggested a new model called SCCS model which classified customer service into eight factors and showed the relationships among customer service, customer satisfaction, and customer loyalty. The paper has developed the importance of customer service in the Turkish shopping centres.
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Logahan, Jerry Marcellinus, Janita Sembiring Meliala, and Iskandar Putong. "Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek." Winners 16, no. 1 (March 31, 2015): 15. http://dx.doi.org/10.21512/tw.v16i1.1539.
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Today, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect shopping experience during the shopping process. The purpose of this study was to devise a customer experience management strategy at a hypermarket retailer Carrefour, Hypermart, Giant, and Lotte Mart. Both overall and per hypermarket retail chains that have the same character. The method used is Factor Analysis, Multi Dimension Scaling (MDS). The object of research is the hypermarket retail customers in Jakarta, Bogor, Depok, Tangerang and Bekasi to sample 360 people. The results of MDS mapping CEM variable per retail hypermarket retail hypermarket seen no one who is in the first quadrant in which the dimensions 1 and 2 positive namely Gianthypermarket retail. Tthere are three retail hypermarket located in quadrant 2 wherein the dimensions of 1 positive and 2 negative dimension namely retail Carrefour, Hypermart and Lotte Mart. In MDS can be classified Group 1 are the outlets; Group 1 are GPS (Giant Plaza Semanggi), CLB (Carrefour Lebak Bulus), CPH (Carrefour Permata Hijau) and HPV (Hypermart Pejaten Village) which leads to a positive value. While other outlets in group 2 are CCB (Carrefour Cibinong Bogor), GBT (Giant BSD Tangerang), GMD (Giant Margo city Depok), HPB (Hypermart Pondok Gede Bekasi), HJT (Hypermart JACC Thamrin), LRP (Lotte Mart Ratu Plaza), LKG (Lotte Mart Kelapa Gading), LF (Lotte Mart Fatmawati) have in common in the lower quadrant (negative).
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Crowe, Kathryn, and Agnes Kathy Bradshaw. "Taking a Page from Retail: Secret Shopping for Academic Libraries." Evidence Based Library and Information Practice 11, no. 1 (March 15, 2016): 40. http://dx.doi.org/10.18438/b85s6h.
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Abstract
Objective – The University Libraries at the University of North Carolina at Greensboro (UNCG) sought to gain feedback on the customer service experience beyond satisfaction surveys. After reviewing a variety of methods, it was determined to conduct a mystery or secret shopper exercise, a standard practice in the retail and hospitality world.
Methods – Two mystery shopper assessments were conducted in 2010 and 2012. Students were recruited from a Hospitality Management class to serve as the secret shoppers. “Shoppers” completed a rating sheet for each encounter based on customer service values established by the Libraries. Data was analyzed and presented to staff.
Results - Initial findings were generally quite positive but indicated that we could improve “going the extra mile” and “confirming satisfaction.” As a result, we developed training sessions for public services staff which were delivered during summer 2011. A LibGuide that included training videos was created for public services student employees who were required to view the videos and provide comments. In addition, we developed more specific public service standards for procedures such as answering the telephone, confirming satisfaction, and referring patrons to other offices. The Secret Shopper assessment was administered again in spring 2012 to see if scores improved. The results in the second study indicated improvement.
Conclusions - The mystery shopper exercises provided the UNCG University Libraries with the opportunity to examine our services and customer service goals more closely. Conducting the mystery shopper study identified several areas to address. We realized we needed more clearly defined standards for staff to follow. We saw that we needed to discuss what “going the extra mile” means to us as an organization. We also needed to develop a scalable training method for student employees.
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Wei, Wei, Shue Mei, Jiameng Yang, and Zhiyong John Liu. "The impact of firms’ social ties with customers on dual-channel supply chains." Marketing Intelligence & Planning 38, no. 6 (November 13, 2019): 777–96. http://dx.doi.org/10.1108/mip-04-2019-0196.
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Purpose More and more firms are utilizing social media as a distribution channel to sell products. By establishing business accounts on social media firms provide information service to strengthen their relationship with customers and boost sales. The purpose of this paper is to investigate the pricing, information service provision and channel strategies of firms who sell products through social media. Design/methodology/approach The authors use a game theoretical model to study a dual-channel supply chain consisting of one manufacturer and one retailer. Two scenarios are considered – under one scenario the manufacturer and under the other the retailer, respectively, solely provides information service. Both firms’ pricing decisions and profits are compared. Findings The authors find that in the dual-channel model with either the manufacturer or the retailer providing information service to enhance the demand: a firm that has stronger social ties with customers is willing to provide more information services; when the manufacturer provides information service, it charges a direct price higher than the wholesale price, and whether the direct-channel price exceeds the retail price depends on the strength of the manufacturer’s social ties with customers; when the retailer provides information service, the direct price is equal to the wholesale price, both lower than the retail price; and a firm always prefers itself rather than the other firm to provide information service. However, the whole supply chain is better off if the manufacturer rather than the retailer provides information service. Research limitations/implications Besides the relationship between firms and customers, the peer relationship among customers also impacts the supply chain performance, which might be studied in the future. Originality/value The study is novel in theoretically exploring the influence of firms’ social relationship with customers on firms’ pricing and channel strategies.
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Hapsara, Osrita, and Sudirman Sudirman. "Analisis Potensi Daya Saing Ekonomi Kota Jambi." J-MAS (Jurnal Manajemen dan Sains) 5, no. 1 (April 15, 2020): 42. http://dx.doi.org/10.33087/jmas.v5i1.146.
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The economic sectors of Jambi City meet 4 criteria. Based on the results of the analysis of the classical Tipologi by using the variable PDRB Jambi city as an analysis area and PDRB of Jambi Province as a reference area resulted in 11 potential economic sectors, 4 backward economic sectors, 1 superior economic sector and potential, 1 sector backward and developing. Potential economic sectors include: industrial processing, procurement of electricity and gas, water procurement, waste management, waste, construction, transportation and warehousing, provision of accommodation and eating, information and communication, real estate, corporate services, government administration, defence and compulsory social security, health services and social activities. The backward economic sectors are: agriculture, forestry, and fisheries, financial services sector and insurance, education services sector, other services. The superior and potential economic sectors are the large and retail sectors; Car repairs. The backward and growing economic sectors are the mining and excavation sectors. Based on the Location Quation sector analysis of the economic sector in Jambi city is: processing industries, electricity and gas procurement, water procurement, waste management, waste, large and retail trade; car repair, construction, transportation and warehousing, provision of accommodation and eating, information and communication, company services, government administration, defence and compulsory social security, health services and social activities. Non-agricultural bases, forestry, and fisheries, mining and excavation, financial services and insurance, education services, other services. Based on the analysis of Incremental Capital Output Ratio (ICOR) The economic sector which has high economic efficiency is mining and excavation, processing industry, construction, large and retail trade; car repair, financial services and insurance, other services. While low economic efficiency is a sector of agriculture, forestry and fisheries.
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Kaura, Vinita, Ch S. Durga Prasad, and Sourabh Sharma. "Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction." International Journal of Bank Marketing 33, no. 4 (June 1, 2015): 404–22. http://dx.doi.org/10.1108/ijbm-04-2014-0048.
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Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology-based services. Responses are analyzed using factor analyses and regression analyses. Findings – Results reveal that service quality dimensions, perceived price and fairness and service convenience dimensions have positive impact on customer satisfaction and customer loyalty. Moreover, customer satisfaction acts as mediating variable between its antecedents and customer loyalty. Research limitations/implications – This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking population. Practical implications – This study explains the importance of customer satisfaction for achieving customer loyalty for Indian retail banking sector. Originality/value – The paper underlines the importance of customer satisfaction for achieving customer loyalty. Impact of SERVCON dimensions on customer loyalty is found rare in literature.
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Baicu, Claudia Gabriela, Iuliana Petronela Gârdan, Daniel Adrian Gârdan, and Gheorghe Epuran. "The impact of COVID-19 on consumer behavior in retail banking. Evidence from Romania." Management & Marketing. Challenges for the Knowledge Society 15, s1 (October 1, 2020): 534–56. http://dx.doi.org/10.2478/mmcks-2020-0031.
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AbstractThe pandemic COVID-19 has severely affected the global economy. The strict lockdown measures have also changed the daily live, including consumer behavior in retail banking. In this context, the purpose of this paper is to investigate the impact of the COVID-19 crisis on consumer behavior in retail banking, with a special focus on the Romanian banking sector. To achieve our goal, we performed a survey among the Romanian consumers in retail banking, using as research method the field survey based on questionnaire. The final sample comprised 738 valid responses from the metropolitan area retail banking consumers. The research brings a fresh insight on retail banking services consumption during the pandemic and validates a conceptual model regarding the internet and mobile banking services acceptance. The research’ results highlighted, among others, that the variable concerning the perception of the COVID-19 pandemic effect on consumers’ lifestyle has a direct and positive influence on the variable regarding the attitude toward internet and mobile banking services, mediated by other variables like safety of internet and mobile banking use and trust in banks. Several social and managerial implications are also discussed, because it is possible that the tendency to use internet and mobile banking services will prevail even after the post pandemic stage, as new consumption behavior models are developing. Banks in Romania should increase their initiatives to offer financial education courses and online tutorials to familiarize customers with the use of digital channels. Banks should also improve communication with clients and design new products and services to increase the attractiveness of saving process. They should demonstrate flexibility in negotiating lending and refinancing conditions as well.
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Gait, Alsadek, and Andrew C. Worthington. "Attitudes of Libyan retail consumers toward Islamic methods of finance." International Journal of Islamic and Middle Eastern Finance and Management 8, no. 4 (November 16, 2015): 439–54. http://dx.doi.org/10.1108/imefm-04-2013-0056.
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Purpose – This paper aims to analyse the attitudes of Libyan retail customers to Islamic methods of finance. Design/methodology/approach – The study conducted a survey of 385 Libyan retail consumers. Descriptive, factor and discriminant analyses of responses were performed to identify principal factors affecting attitudes towards and the potential use of Islamic financial products and services. Findings – The results indicate that while most respondents have at least some knowledge about some Islamic products, especially Musharakah (full-equity business partnerships) and Quard Hassan (interest-free benevolent loans), they are generally unaware of many other products. Nonetheless, most respondents (85.9 per cent) are potential users of Islamic methods of finance at the retail level, though potential use varying markedly according to age, level of education, employment, income and nationality. Factor analysis reduces the large number of variables that determine retail consumers’ attitudes towards Islamic methods of finance to just community service, profitability, religion and unique services. Discriminant analysis shows that religion and community service are the most important positive attitudes determining the potential use of Islamic methods of finance by retail consumers in Libya. Research limitations/implications – The study is undertaken in a single national context, so there is no possibility of comparing the results with alternative financial systems in different stages of the adoption of Islamic finance. Research was completed in 2010, with the ongoing unrest in Libya precluding publication until recently. Practical implications – Religious motivations rank highest in determining positive attitudes to Islamic methods of finance, and marketers should ensure that Islamic financial products and services strictly comply with Sharia. However, it may be possible to strengthen these positive attitudes by promoting that the community service role of Islamic finance is also important. Consumers also react favourably to marketing that either admits something negative about the product (e.g. Islamic finance is Sharia-compliant, but less profitable for depositors) or something positive about a competing product (e.g. conventional finance is more profitable, but cares less about the community). Marketers should emphasise the strengths of Islamic finance across the several sources of positive attitudes the authors have identified. Originality/value – There is no published work on Libyan retail consumers and limited study of attitudes towards Islamic methods of finance more generally.
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Pinto, Giuseppe Leonardo, Claudio Dell’Era, Roberto Verganti, and Emilio Bellini. "Innovation strategies in retail services: solutions, experiences and meanings." European Journal of Innovation Management 20, no. 2 (May 8, 2017): 190–209. http://dx.doi.org/10.1108/ejim-06-2015-0049.
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Purpose Notwithstanding the importance innovation scholars have accredited to design-driven innovation (DDI), no attempts have been made so far to systematically study whether and how this innovation strategy can be used in the retail context in order to gain and nurture competitive advantage. The purpose of this paper is to make a first step towards closing this gap, and therefore understand whether and how companies involved in retail service can create competitive advantage by the adoption of a strategy based on innovation of meanings. Design/methodology/approach Due to the complex ecosystem of variables that inevitably influence the problem, the case study approach represents the best option to grasp the different aspects highlighted by the research objectives. The analysis undertook a thorough and systematic comparison with the use of an ad hoc “paired comparison method”, in which common systemic characteristics have been intended as a controlled variable in order to minimise the variance and quantity of factors that can have an impact on the selected case studies; intersystemic differences have been understood as explanatory variables to decree the contribution in terms of novelty in relation to the current paradigm. Findings The paper provides empirical insights about how radical innovation in meanings can be a very important lever on which retail firms can act to gain and nurture their competitive advantage. Research limitations/implications Of course the study has several limitations, which represent however opportunities for future research. The authors say that the findings, given the exploratory nature of the study, cannot be generalised to any population of firms or markets, rather they should be used as a basis to develop theoretical understanding of a complex phenomenon and draw research propositions and hypotheses to be tested in subsequent deductive empirical research. Practical implications This paper highlights the importance to think, beyond shopping experience, at the role of new meanings when designing service innovation in retail firms. Although the findings do not have statistical relevance, given the exploratory nature of the study, they suggest that DDI can be a viable option for retail firm managers to improve their firms’ competitiveness. Originality/value The study presented in this paper has merit to broaden the generalisability of the DDI model to other industries, different from those where it was initially studied and applied. This is an important step toward conceptualising DDI as a novel management paradigm.
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Gardiazabal, Pilar, Constanza Bianchi, and M. Abu Saleh. "The transformational potential of Latin American retail experiences." Journal of Services Marketing 34, no. 6 (August 14, 2020): 769–83. http://dx.doi.org/10.1108/jsm-08-2019-0321.
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Purpose The purpose of this paper is to investigate if retail services have a transformative potential to improve the well-being of customers in a Latin American market. Transformative studies have been conducted mostly in developed countries, and consumer well-being in a Latin American supermarket context has not been addressed previously. Specifically, this study aims to understand if customer satisfaction with a supermarket experience in Chile leads to positive customer well-being. Additionally, it is examined if customer well-being influences firm outcomes, such as customer loyalty, word-of-mouth (WOM) communication or retailer equity. Design/methodology/approach A conceptual model was developed, and data was collected through an online survey from 866 customers of a large supermarket chain in Chile. Hypotheses were tested with structural equation modeling. Findings The findings of this study support all the hypotheses of the model and confirm that customer satisfaction has direct and indirect effects on customer loyalty and other firm outcomes through customer well-being. Research limitations/implications This research is among the few studies in the academic literature that considers retail experience and well-being outcomes for supermarket customers in a Latin American context. Limitations derive from the cross-sectional nature of this study. Practical implications There are implications from this study contributing to the literature on customer retail experience, in terms of the potential to transform supermarket shopping in a Latin American country. This is particularly relevant in Latin America as the extent to which for-profit organizations acknowledge their relevancy of the individuals’ well-being is still at its infancy. Social implications This research provides empirical support to the importance of not only looking at traditional measures such as WOM, equity and loyalty but looking into the impact services have for customers’ life and well-being. Originality/value This study contributes to the services literature and addresses a gap in it by exploring the transformative potential of supermarket shopping on customer well-being and in turn the role of customer well-being in retail firm outcomes. The findings also contribute in considering Chile, a Latin American context that has been overlooked in the transformative services studies. This provides managerial implications for domestic and global companies that offer grocery retailing for consumers in this region.
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Pizzinatto, Nadia Kassouf, Christiano França da Cunha, Alessio Bessa Sarquis, Andrea Kassouf Pizzinatto, and Evandro Luiz Lopes. "Determinant attributes valued by Brazilian retail construction materials consumers." Revista de Administração da UFSM 13, no. 3 (July 29, 2020): 501–16. http://dx.doi.org/10.5902/1983465932256.
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This article analyzes the determinant attributes valued by the retail consumer of construction materials in São Paulo State, Brazil, using a survey with 450 consumers from two large retail networks of construction materials in three Brazilian cities testing two hypotheses regarding the differences in attributes valued by the consumes when choosing a point of sale. The Correspondence Analysis (CA) was used to examine relationships of the valued attributes from one city to another. The results showed that there are 45 determinant attributes valued by the consumer, classified into 9 categories (relationship, service, convenience, pricing policy, point of sale, product, services, promotion and brand). The categorization proved to that some categories, for example, convenience, have different meanings in cities with different profiles. Other attributes appreciated by customers were product variety, location of store, personalized service, price, quality of products, and store image. The results of the study contribute to the field by enhancing knowledge of determinant attributes valued in construction materials retail, helping store managers to shape their marketing strategies.
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Tosun, Petek. "Unethical sales practices in retail banking." International Journal of Bank Marketing 38, no. 6 (June 27, 2020): 1305–27. http://dx.doi.org/10.1108/ijbm-02-2020-0074.
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PurposeThis study examines the salesperson-driven unethical behavior toward consumers in the retail banking context.Design/methodology/approachConsumer posts on an online social platform were analyzed using content analysis. Cluster analysis and word association analyses were conducted to analyze the posts across ethics dimensions, customer intentions and banking services.FindingsComplaints about salesperson-driven unethical behavior were classified into three clusters: disrespect, fee deception and other deception. Four themes of consumer intentions emerged from data: expecting an action regarding the staff, fixing the problem, exiting the bank, or just expressing the problem on the social platform. There was a significant difference among clusters in terms of intentions. The deception clusters had a stronger association with fixing the problem, while the disrespect cluster had a stronger association with consumers’ willingness to express their complaints and requests regarding corrective actions for the salespeople.Practical implicationsBanks must differentiate their service recovery approach depending on the problem. While a refund can be more appropriate for recovering deception, a corrective action regarding misbehaving sales staff is expected by the customers for the disrespect problem.Originality/valueThis study contributed to the need for current research on personal selling practices and salesperson ethics in banking services. The unethical sales practices were linked to customer intentions, and several associations were found. An unethical sales behavior framework that can be used in future research was represented.
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Izogo, Ernest Emeka, Ike-Elechi Ogba, and Kenneth Chukwuma Nwekpa. "Correlates of the determinants of relationship marketing in the retail sector: the Nigerian case." African Journal of Economic and Management Studies 7, no. 1 (March 14, 2016): 30–53. http://dx.doi.org/10.1108/ajems-04-2014-0023.
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Purpose – The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western retail stores setting. Design/methodology/approach – A quantitative approach was employed, using 19-item, seven-point Likert scaled questionnaire administered to 350 participants with 67 per cent usable response rate. Data was analysed using exploratory factor analysis, Cronbach’s α internal consistency; correlation analysis and One-Way Analysis of Variance test. Findings – Trust-Quality services emerged as the most outstanding determinant of relationship marketing within the retail stores context followed by relational orientation, commitment and proximity. Quality services were found to have the most significant positive impact on trust whereas trust was found to have a strong positive impact on commitment. Relational orientation was found to have a strong positive impact on trust, commitment and quality services but proximity was found to be a docile factor determining commitment and relational orientation. Finally, consumers were identified as being more relationally oriented than retailers and all categories of consumers can be served with same blend of relationship marketing strategies. Research limitations/implications – Since findings could not be generalized across other sectors and regions, guides for testing the proposed research model are put forward. Practical implications – Relationship marketing implementation within the context of retail stores will be more successful if based on delivery of quality services. Consumers are also more likely to patronize closer than distant retail stores. As such, even if retail firms build strong trust, commitment and relational orientation with customers through quality services, consumers will still patronize stores that are closer to them more than stores in distant locations. Siting retail stores in locations with the largest pool of customers’ is therefore central to enhancing retail stores performance. All categories of customers could be served with same stream of relationship marketing strategies because designing different schemes of relationship marketing programmes for different customer categories were found to be counter-productive. Originality/value – This paper identified 16 attributes that are important to consumers under four dimensions: Trust-Quality services, relational orientation, commitment and proximity within the retail stores context. The findings are acknowledged to be unique because they emerged from a largely under-researched collectivistic emerging market where relationship marketing formation is key.
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Novickytė, Lina. "European Retail Payments Market: New Opportunities to Mergers and Acquisition Transactions." Mokslas - Lietuvos ateitis 1, no. 3 (April 11, 2011): 42–45. http://dx.doi.org/10.3846/150.
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Most of European banks will not be able to allocate funds successfully participating in the SEPA. Some of them have to look for opportunities to reduce the cost in collaboration with other institutions in the execution of the payment or provision of services to carry out transmission of the third party. The other part will have to find a merger partner. In future there can be more active participants in the market lead to acquisitions. In order to assess possible changes in the payment market, noted that its participants – service providers – consolidation will be inevitable. The assessment of the Lithuanian bank sector shows that banks with the parent banks that invest and develop the activities of subsidiaries of banks, are likely to remain in the market. However, banks that are not ready to participate and get involved in a single market, will be taken over or disappear.
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Szczukocka, Agata. "Development of the service sector in Poland compared to other European Union countries: an extended analysis." Economic Annals-ХХI 185, no. 9-10 (November 21, 2020): 15–26. http://dx.doi.org/10.21003/ea.v185-02.
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Introduction. In the recent years, many changes in the economic transformations that can be treated as evidences of the country’s economic development were observed in the European Union member states. The service sector also experienced many changes. The nature of services is constantly changing, new types of services keep appearing, but at the same time many of them suffer from lack of demand and disappear. The role of services is more and more significant in the socio-economic development as well as in individuals’ lives, hence, this is a relevant issue and should be studied extensively. The purpose of the paper is to discuss the transformations taking place in the services sector in Poland against other European Union countries and to analyze internal changes within the sector. Methods. Taken in this paper attempt to assess the development of the services sector is based on the analysis of the economic indicators, mainly the gross value added and employment rates. The study presents the results of the research on the development of the service sector in years 2009-2019. The directions and scope of changes taking place in particular services sector sections were analyzed. The results of the conducted research show that the determinant of the level of the service sector development is not only its high share in the three-sector structures, but also internal changes observed in the sector itself. The individual sections contribution to the creation of the gross value added and the level of employment vary greatly. The dominant activity among service entities in terms of value added is commercial activity. Moreover, the analysis of the service sector identifies which sections have the greatest impact on the service sector development. These sections include: wholesale and retail trade, transport and warehouse management, as well as professional, scientific and technical activities. Conclusion. Based on the research, it was found that the share of the service sector in the structures of economies of highly developed countries is prevailing. It is indicated by the increase in employment in this sector, the growing share in the creation of gross value added, as well as the number of service enterprises. The service sector stimulates the development of the economy, and its condition proves the dynamics of social and economic development.
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Rizwanullah, Mohd, Salah Abunar, and Sayeeduzzafar Qazi. "Customer Satisfaction and Behaviour at Retail Outlets: an Adaptive Fuzzy Regression Model with LINGO Based Analysis." Marketing and Management of Innovations, no. 2 (2020): 275–85. http://dx.doi.org/10.21272/mmi.2020.2-20.
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Increasing rivalry for-profit or non-profit is pushing companies to devote more and more attention to pleasing consumers with excellent quality customer services. This study aims to develop a model to analyze customer behavior in a retail store and provide accurate inference for decision making. Another critical objective for this research work is the adaptation of the faceted form of neuro-response, which is substituted by the Adaptive Fuzzy Logistic Regression Model (AFLRM). AFLRM has resulting benefits over Neuro-surface and Mean Demand Heuristic methods. A sample of 100 customers who visited or walked in the retails was used as a sample. Other than neuro-response surfaces (NRSM) and The Mean Demand Heuristic models (MDSM), the present study has accustomed a generalized form known as Adaptive Fuzzy Linear Regression Model (AFLRM) to deliver the benchmark for former models and give the highest level of accuracy for future behavior of a customer. LINGO based Markovian analysis has also been used with the above model to understand the behavior of the system under study. The significance of service and product attributes is implicitly derived via the fuzzy regression model for customer satisfaction measurement. It is observed that the critical gap between the quality of product and services and Customer Satisfaction is Product/Service Satisfaction, Motivation and Buying Experience, and Credibility and Security. The authors’ finding indicates that the effort of listening to the customer's voice should be more critical. Result analysis based on computational results concerning the questionnaire for measuring the customer behavior and the system validates the model under study. Appropriate, useful with reliable action plans for every critical product and service aspect can be developed by applying the adaptive regression methodology to control the quality of service or managing customer satisfaction, thereby providing executives with a competitive gain. Also explored the behavior of the system, i.e., whether the customer will move to the new retail outlets or they will remain in the same state by using the LINGO based software program model. Keywords: heuristic, fuzzy, Markov process, retail customer, customer behavior, LINGO, ISM.
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Smoluk-Sikorska, Joanna. "Distribution of Organic Food in Poland." Zeszyty Naukowe SGGW w Warszawie - Problemy Rolnictwa Światowego 17(32), no. 4 (December 29, 2017): 292–301. http://dx.doi.org/10.22630/prs.2017.17.4.105.
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Distribution of organic food in Poland has a number of weaknesses resulting from low and irregular supply as well as dispersion of producers and intermediaries. The paper presents the outcomes of research carried out in 2012 in three types of retail outlets offering organic food, i.e. specialist shops, groceries and retail networks. The investigation was conducted in the form of in-depth interviews using a standardised questionnaire. As the research shows, only in specialist stores does the product range satisfy consumer needs, whereas in the other outlets it is limited generally to processed products. Wholesalers, organic farms and brokers are the main providers of the surveyed retail outlets; nevertheless, specialist shops use the services of more providers than the other types of outlets. Low supply of organic food results in high retail prices. Specialist shops and groceries apply margins up to 40% on average, while retail networks have margins up to 20%.
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Arafah, Willy, and Ryan Corinus Dato Matheos. "Determining Factors of Potential Economy Sectors of Bantaeng Regency in South Sulawesi Province of Indonesia: An Analysis Using the Location Quotient Approach." International Journal of Business and Management 12, no. 7 (June 6, 2017): 183. http://dx.doi.org/10.5539/ijbm.v12n7p183.
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Bantaeng Regency, one of the regencys in South Sulawesi Province, has some potential economy sectors to be developed. In order to know those potential economy sectors, one of the economy analysis which can be used is the Location Quotient analysis. In this research, the analysis will use Static Location Quotient (SLQ) and Dynamic Location Quotient (DLQ). The SLQ method is used to determine the base sectors (leading sectors) in Bantaeng Regency at one period of time. While DLQ method is used to determine whether a sector that is superior over a period of time are leading sectors for the period of time that will come. The analysis showed that in the year 2013-2014 the Trade and Retail sector; Car and Motorcycles Repair sector; Real Estate sector; Government Administration sector; Defence and Compulsory Social Security; and Other Services Sector is the leading economy sector in Bantaeng Regency. And in the year 2014-2015, the Trade and Retail sector; Cars and Motorcycles Repair sector; Real Estate sector; Service Sector Health and Social Work; and Other Services Sector is the leading economy sector in Bantaeng Regency.
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Rizani, Ahmad. "ANALYSIS OF LEADING SECTORS POTENTIAL FOR ECONOMIC DEVELOPMENT PLANNING IN MALANG CITY." Journal of Developing Economies 5, no. 1 (June 10, 2020): 21. http://dx.doi.org/10.20473/jde.v5i1.18547.
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This study aims to identify and determine the leading sectors in Malang City to illustrate leading economic activities that can be developed to boost economic potential in Malang City. The analysis tools used include Shift-Share, Location Quotient (LQ), and Growth Ratio Model (GRM) analysis. The results show that: (1) shift-share analysis showed that the economy of Malang City during the period 2010-2016 increased by Rp. 12,926,565.5 million. The increase in economic performance in Malang City can be seen from 16 (sixteen) sectors of economic activity that are positive; (2) Location Quotient (LQ) analysis showed the leading sectors in Malang City consisting of 7 (seven) sectors, i.e. water procurement, garbage, waste and recycling management, construction, retail and wholesale trade, car and motorcycle repair, financial and insurance services, education services, health services, and social activities and other services sector; (3) Growth Ratio Model (GRM) estimation showed that the dominant sectors of growth and large contributions consist of the retail and wholesale trade car and motorcycle repair, transportation and warehousing, accommodation and food provision, information and communication, financial and insurance services, real estate, education services and health services and social activities sectors; (4) weighting results based on Shift-Share, Location Quotient (LQ) analysis, and Growth Ratio Model (GRM) showed that five sectors based on the highest potential weighting results are the health services and social activities, education services, construction, retail and wholesale trade car and motorcycle repair, and financial and insurance services sector. Keywords: Economic Potential, Shift-Share, Location Quotient (LQ), Growth Ratio Model (GRM)JEL Classification: R58;R11;O41
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Parracho Sant’Anna, Annibal, Lidia Angulo Meza, and Rodrigo Otavio Araujo Ribeiro. "Probabilistic composition in quality management in the retail trade sector." International Journal of Quality & Reliability Management 31, no. 6 (May 27, 2014): 718–36. http://dx.doi.org/10.1108/ijqrm-04-2013-0061.
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Purpose – The purpose of this paper is to discuss the application of a method for combining multiple criteria based on the transformation of numerical evaluations into probabilities of preference. It is applied to compare failure risks and to measure efficiency in the retail trade sector. Design/methodology/approach – The main conceptual aspect of the method employed is taking into account uncertainty. Its other important feature is allowing for the combination of evaluations in terms of joint probabilities. This avoids the need of assigning weights to the criteria. In the context of failure modes and effects analysis (FMEA) it provides a probabilistic derivation for priority scores. An application of FMEA to the sector of services is discussed. Another area of application investigated is the assessment of efficiency. Findings – Details of the application of the probabilistic composition in the evaluation of modes of failure and in the comparison of operational efficiencies of retail stores are evidenced. Research limitations/implications – The study is limited to the retail market. Other factors might be considered in the reliability analysis and other inputs and outputs might be added to the productivity evaluation. The extension of the study to other cases and sectors is straightforward. Practical implications – Features of the evaluation of modes of failure and of productivity in the retail sector are revealed. Originality/value – The main contribution of this paper is showing how to use a probabilistic framework to measure efficiency in services management.
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Krastev, Viliyan, Svetlana Pyankova, and Olga Ergunova. "Formation of organizational and economic mechanisms for innovative development of service sector industries: russian and foreign experience." E3S Web of Conferences 208 (2020): 03007. http://dx.doi.org/10.1051/e3sconf/202020803007.
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The article determines the concepts of “service” and “innovation”. The article touches upon organizational and economic mechanisms for the innovative development of service sector industries offered by Russian and foreign scientists, in particular in the following spheres: transport, telecommunications, wholesale and retail trade, credit and finance, insurance, consumer services, cultural and recreational services, social services - education, healthcare, and other social services. Methodological recommendations proposed by Russian scientists for the study and implementation of innovations at enterprises in the service sector are combined and consolidated. A methodological approach to the innovative development of the service sector is proposed. In contrast to existing methodologies, the author’s approach takes into account the following stages: coordination of the strategy with the population of the territory and budgeting, analysis of the “failures” in the innovative development of service industries and budget creation based on the “failure-project-target approach”. Moreover, when applying the above mentioned author’s approach, “state failures” are also taken into account, project activities are developed with the greatest efficiency and there is a close connection between activities and targets. Also, the author proposes in the article innovative measures taken into account when developing a strategy for innovative development of services industries.
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Singh, Himanshu Shekhar. "Impact of Modern Communication Technology on Indian Postal System." Global Journal of Enterprise Information System 7, no. 1 (March 1, 2015): 28. http://dx.doi.org/10.18311/gjeis/2015/3031.
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India Post has touched the lives of every citizen for more than 150 years, be it through mails, banking, insurance money transfer or retail services. It has enjoyed the trust and support of its customers and stakeholders from the very beginning. With the of growth of telephone, internet and modernised banking services, customers are now exposed to new level of speed, transparency and quality. In India, customers of the postal service expect Department of Posts to provide a service level similar to industry standards maintained by banks, insurance, express industry, etc or other private agencies. In this era of globalization, lots of challenges are imposed on Indian Post office. This paper analyse the impact of Internet on Indian Post along with SWOT analysis of this sector.
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Mukherjee, Arpita, and Tanu M. Goyal. "The political economy of retail liberalization: The case of India." Journal of International Commerce, Economics and Policy 05, no. 01 (February 2014): 1440005. http://dx.doi.org/10.1142/s1793993314400055.
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This paper examines the political complexities of retail liberalization in a developing country such as India in the overall context of liberalization of trade in services. Drawing on the experiences of other developing countries and India's experiences in the past decade of allowing FDI in retail, the paper found that retail modernization is a part of economic development and it will continue to happen. The governments of developing countries have to take into account multiple perceptions related to retail liberalization and design a policy that is non-discriminatory and transparent. Appropriate policies should be in place to support the traditional retailers to face competition. Developing countries should be willing to bind their unilateral liberalization in trade agreements and this will enhance their bargaining power.
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Al. R., Firend, and Wang Qian. "Marketing Strategies of Services and Purchasing Incentives in Asia." GATR Journal of Management and Marketing Review (JMMR) Vol. 3 (3) Jul-Sep 2018 3, no. 3 (September 29, 2018): 104–10. http://dx.doi.org/10.35609/jmmr.2018.3.3(2).
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Objective - This research explores the changing mechanism in the relationship between retailers and consumers whereby consumers face higher-prices due to inflation while their earnings, and thereby their disposal income, does not simultaneously increase. Methodology/Technique - An examination is conducted on the use of loyalty cards in the Malaysian retail sector to determine whether Asian consumers are enticed by the use of loyalty programs, which can be seen as an attempt to save money when making purchases. Findings - The findings suggest that loyalty programs will expand in the future to include other offerings as they gain momentum and popularity. This research concludes that Malaysian consumers, like most of Southeast Asian consumers, are price adverse, and hence will take opportunities to save money when making purchases. Novelty - The findings of this research can be generalized to the Southeast Asian region due to the similarity of consumption and national characteristics between Malaysian and Southeast Asian consumers. Type of Paper: Empirical. Keywords: Marketing; Strategy; Incentives; Services; Retail; Loyalty, Asia. JEL Classification: M30. M31. M39
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Wang, Yi, Hong Yan Xue, Yi Quan Su, and Zhao Yang Yan. "Interaction Strategy of Oil and Non-Oil Business in Oil Sales Field." Applied Mechanics and Materials 295-298 (February 2013): 3257–60. http://dx.doi.org/10.4028/www.scientific.net/amm.295-298.3257.
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With oil sale industry becomes competitive fiercely, profit of Gas station oil product retail link tends to drop, while non oil business is in the vigorous development these years. In the gas station business, sales of refined oil and non-oil business can promote each other by ways of marketing strategy, which includes reasonable arrangement of categories of products and services, scientific and reasonable pricing strategy, the implementation of effective incentives, .these strategy can play a role of the leverage by which oil sales can promote non oil business, and Vice versa. Gas station non-oil business refers to the business outside of refined oil business, including convenience stores, restaurants, car wash, car, oil, auto sales, advertising agency, telephone, communication services, ATM machines, ticket sales, vending machines etc,Non-oil business development is extension of oil retail business development, is accompanied by the petroleum retail business development and derived products, can meet customer needs and improve business competitiveness on the basis of a plurality .
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Boudlaie, Hasan, Alemeh Shahidi, Mohammadhosein Kenarroodi, and Behrouz Keshavarz Nik. "A qualitative study of customer experiences in the retail industry." Technium Social Sciences Journal 8 (May 24, 2020): 273–87. http://dx.doi.org/10.47577/tssj.v8i1.103.
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Customer experience (CX) is defined as the direct or indirect experience of a customer with organization, service, and facility processes, and how the customer interacts with the company’s services and other customers. There has not been much research on the concept of customer experience. Therefore, the purpose of this qualitative research is to understand what customer experience means in retail industry. The research data were collected through snowball sampling and interviews with 12 most recent consumers of Pajan dairy products. Next, collected data were coded, categorized and described; subsequently, conceptual map of the themes was drawn up. The main themes identified in this research are as follows: 1) Product familiarity; 2) Advertising; 3) Appearance of the product; 4) Taste and flavor; 5) Innovation and change; 6) Distribution channel; 7) Consultation; 8) Mindfulness of customers; 9) Entanglement of the customer with product; and 10) Product quality. Customer experience is a novelty in the field of marketing which researchers tried to cover its theoretical voids to some extent.
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Wakefield, Kirk L., and Jeffrey Blodgett. "Retrospective: the importance of servicescapes in leisure service settings." Journal of Services Marketing 30, no. 7 (October 10, 2016): 686–91. http://dx.doi.org/10.1108/jsm-08-2016-0291.
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Purpose The purpose of the paper is to review the contribution of the paper, “The Importance of Servicescapes in Leisure Service Settings” to the discipline and to offer directions for further research and developments in the research area. Design/methodology/approach Key findings from research streams in sports and entertainment, leisure and hospitality, and services and retail marketing, which emanated from the publication of the paper, are highlighted. Opportunities for future research are discussed. Findings The importance of the servicescape in leisure settings has become even greater on a national and global basis as individuals spend more time, money and effort pursuing hedonic consumption in service settings. More research is needed within specific service contexts among and between individuals, groups and cultures to determine the holistic and particular influences of the physical environment on consumer response. Research limitations/implications With increased co-production of service experiences, including the integration of technology and mobile/wearable devices, marketers and researchers must better understand the role of the physical surroundings on individual, group and organizational behavior in the evolving servicescape. Originality/value The original paper motivated significant, highly cited studies in multiple disciplines integrated and overlapping with services and retail marketing. Taking a historical perspective encourages other researchers to conduct research of personal interest to address theoretical, methodological and practical issues. The retrospective analysis by the authors gives insight into the thought processes associated with understanding key aspects of the servicescape that contribute to the historical development of services marketing and offers food for thought (if not ambience and layout) for future research directions.
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Sievering, Oliver. "Economic effects of the digital divide on pensioners in Germany regarding retail banking services." Central and Eastern European eDem and eGov Days 325 (March 1, 2018): 69–78. http://dx.doi.org/10.24989/ocg.v325.6.
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In the recent two decades, many service sector companies like banks altered their services and fees towards a regime whereby customers either bank online on their own or face comparatively high fees. The current phase of interest rates close to zero or even below - due to the euro crisis - enhances this trend. Many commercial banks in Germany have increased their fees for current accounts significantly, the common "free current account" policy has come more or less to an end. Many of the pensioners - in Germany there are more than 20 million retirees - are affected, because their pensions are quite low and they are not familiar with doing their banking the online way. This paper analyzes the situation based upon statistical data and develops other fee structures which are more just, from a social point of view, than burdening the elderly with low incomes.
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Eka Sabarullah, Bimo Kurniawan, Hamdil Khaliesh, and Syaiful Muazir. "PUSAT PERBELANJAAN MODERN DI KECAMATAN PONTIANAK BARAT." JMARS: Jurnal Mosaik Arsitektur 9, no. 1 (February 18, 2021): 214. http://dx.doi.org/10.26418/jmars.v9i1.45028.
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The increase in population and economic development in Pontianak City has increased every year, and it is also in one of the districts in Pontianak City, namely West Pontianak District, which has a fairly high level of trade and services. To follow up on this, we need a container or Modern Shopping Center in West Pontianak District by providing open spaces or (open malls) so that it can accommodate consumer needs as well as enjoy open spaces. There are secondary data that provide discussion of malls, mall classification, and theories related to modern centers. The Modern Shopping Center in West Pontianak District provides an attractive design by providing a solid facade with two masses of buildings served by a sky bridge. This Modern Shopping Center in West Pontianak District is located in a trade and service location. The design method is a systematic stage, the design method used is the J.C Jones method in the Architectural Design Methods book. The stages used are the stages of ideas, information, analysis, synthesis, evaluation, and optimization. The purpose of the design is to produce a design for a Modern Shopping Center in West Pontianak District, which is able to accommodate the community in West Pontianak District by providing recreational and entertainment areas with the concept of Open Mall and providing spaces for mall visitors such as clothing and accessories retail, culinary retail, educational retail, toy retail, plant retail, sports retail, indoor activities, and outdoor activities and other supporting functions.
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Baum, Harald, and Toshiaki Yamanaka. "Investment Services Regulation in Germany and Japan." European Company and Financial Law Review 18, no. 3 (June 1, 2021): 464–516. http://dx.doi.org/10.1515/ecfr-2021-0016.
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Abstract This article studies the protection of retail and professional investors when financial products are sold or when investment advice is given. To this end, it clarifies the similarities and differences in the legal setting governing investment services firms in Germany and Japan, with a particular focus on a) the persons to be protected, b) information to be provided and c) private enforcement. Although regulatory structures are largely divergent in these two jurisdictions, the legal situation converges in several important points in relation to lawmaking in the European Union and the United States. Those convergences appear informative for the development of laws in jurisdictions other than Germany and Japan.
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Fullerton, Gordon. "The moderating effect of normative commitment on the service quality-customer retention relationship." European Journal of Marketing 48, no. 3/4 (April 8, 2014): 657–73. http://dx.doi.org/10.1108/ejm-06-2011-0333.
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Purpose – Limited attention has been given to the effects of normative commitment (NC) in a marketing relationship. This paper investigates the effects of service quality and normative commitment on customer retention in a consumer-retailer relationship. Design/methodology/approach – Two distinct studies; a longitudinal experiment and a SEM model were conducted to tease out the normative commitment-service quality interaction on customer switching intentions in services. Findings – Both studies supported the existence of a significant normative commitment-service quality interaction on switching, in addition to the main effects of both variables. Research limitations/implications – The longitudinal experiment has the limitation of being a simple test of theory in a controlled setting. Study II validates this theory in a real-world retail services setting, but there are questions about the extent to which the relationship may hold in other service sectors. The results indicate that the effect of service quality on customer loyalty is moderated by normative commitment. This may also allow us to think about customer commitment in a new way in that it could be a construct rooted in attitude confidence rather than attitude. Practical implications – The findings allow practitioners to recognize that the development of obligation-based normative commitment can give them a basis for successful competition against other firms, even those that may outperform them on other salient attributes, including basic service quality. Originality/value – This is one of a very small number of studies in the discipline that have examined the effects of normative commitment and the first that has demonstrated that normative commitment moderates the service quality-service customer retention relationship. This opens the door for the possibility that other forms of commitment may moderate the relationship between service quality and customer retention.
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Newman, Christopher L., Kathleen Wachter, and Allyn White. "Bricks or clicks? Understanding consumer usage of retail mobile apps." Journal of Services Marketing 32, no. 2 (April 9, 2018): 211–22. http://dx.doi.org/10.1108/jsm-08-2016-0289.
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Purpose Mobile apps represent an emergent self-service technology that has greatly contributed to the rise of mobile shopping. However, the existing services and marketing literature offer little insight on consumer app usage. Further, little is known about how this app usage might affect important outcomes such as consumers’ intentions to use and recommend an app, their channel preferences (in-store vs app), or their purchasing behavior with the app. Thus, the purpose of this research is to examine if, and how, consumers’ actual experiences using retailers’ apps affected these outcomes. Design/methodology/approach Data were collected from a series of online surveys of adult consumers based on their prior experiences with retailers’ apps. The hypothesized relationships were tested using regression analyses. Findings Results highlight perceived ease of use as a critical app attribute that fosters consumers’ personal connections to apps. These connections in turn influence their purchase channel preferences (app vs in-store) and actual purchasing behavior with the app, as well as their future intentions to purchase with the app and recommend it to others. App usage frequency is shown to moderate these effects. Research limitations/implications The findings provide needed managerial insight into consumer usage of brick-and-click retailers’ apps. Specifically, the results inform service providers’ mobile commerce strategies – particularly with respect to app design, channel management and customer segmentation. Future opportunities exist to explore and compare consumer usage of other types of service providers’ apps, such as “pure play” providers that do not have physical stores. Originality/value This research moves beyond initial app adoption to instead focus on consumers’ actual app usage experiences and their implications. Of note, the findings suggest that firms may be paradoxically driving consumers away from their physical stores as they continue to devote considerable resources to creating and providing customers with easy-to-use mobile apps.
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Hodges, Alan W., and John J. Haydu. "Economic Impact of Florida's Environmental Horticulture Industry." Journal of Environmental Horticulture 18, no. 3 (September 1, 2000): 123–27. http://dx.doi.org/10.24266/0738-2898-18.3.123.
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Abstract The economic impact of Florida's environmental horticulture industry in 1997 was estimated based on a telephone survey of wholesale plant nurseries, horticultural retailers, and landscape service firms. Sales of ornamental plants and related horticultural goods and services by the production, retail, and service sectors were estimated at $1.46 billion (B), $1.75B, and $2.70B, respectively. Domestic and international exports of horticultural products and services from Florida amounted to $659 million (M). Economic multiplier effects of commercial activity associated with purchased inputs from other industries and personal consumption expenditures by employees were estimated with an input-output model. Regional impacts of the wholesale nursery sector were also estimated separately for seven areas of the state. Economic impacts of Florida's environmental horticulture industry included total value added of $5.42B and employment of 187,000 people. These impacts are greater than for any other sector of agriculture and associated manufacturing in Florida, including the large fruit and vegetable industry.
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Hu, Mingyao, Fang Huang, Hanping Hou, Yong Chen, and Larissa Bulysheva. "Customized logistics service and online shoppers’ satisfaction: an empirical study." Internet Research 26, no. 2 (April 4, 2016): 484–97. http://dx.doi.org/10.1108/intr-11-2014-0295.
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Purpose – Fast-growing online retail market provides convenience for customers. But it makes competition among online retailers fiercer as well. Online retailers need to improve online shoppers’ satisfaction level for the purpose of keeping their loyalty. As an important component in online retail market, logistics service affects online shoppers’ satisfaction level. By applying expectation confirmation theory, the purpose of this paper is to explore how customized logistics services (CLS) influences online shoppers’ satisfaction level and whether the relationship between them is moderated by product type. Design/methodology/approach – Data were collected from Tmall.com, the biggest online retail market in China. Exploratory factor analysis and two-way ANOVA were conducted to analyze the data. Findings – The results indicate that CLS positively impacts online shoppers’ satisfaction level. But product type does not have moderate effect on the relationship between CLS and online shoppers’ satisfaction level. Practical implications – Online retail market grows fast. As the number of retailers keeps increasing, competition in this market becomes fiercer. In order to attract new shoppers and increase shoppers’ loyalty, online retailers must make shopper satisfied with their purchase. CLS positively impacts online shoppers’ satisfaction level, online retailers should offer shoppers CLS. Originality/value – This study examines how customized logistics influences customer satisfaction, and extends literatures related to online customer satisfaction by integrating the factor CLS and opens the way for other studies related to logistics service customization. Furthermore, this study discusses how IoT will improve online retailers’ abilities in providing CLS.
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S. Rolbina, Elena, Natalia V. Kalenskaya, Aida Z. Novenkova, and Wilfred Isioma Ukpere. "Marketing foundation for retail and office center’s tenant mix." Problems and Perspectives in Management 14, no. 1 (April 11, 2016): 228–34. http://dx.doi.org/10.21511/ppm.14(1-1).2016.11.
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The issues of retail and office center structure formation are developed and presented in the existent literature. This article argues that in each case, these issues need to be refined depending on the location, the number of neighborhood and the surrounding streets’ residents, the presence of other shops and services within walking distance, etc. The purpose of this article is to confirm the abovementioned specificity during the marketing research, in order to evaluate the significance of the factors forming the structure of retail and office center for the population and future tenants. A survey of 200 residents and 100 business owners and managers was conducted. The study’s results allow the formulation of a framework of retail and office center, determining the number of tenants, taking into account their preferences, and getting a list of interested tenants. It also shows the way to facilitate optimization of the layout of the center with regards to the requirements of the anchor tenants, high-footfall shops and customers; to develop the best routes to distribute customers across the floors and center’s zones
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Knapp, Katherine, Keith Yoshizuka, Debra Sasaki-Hill, and Rory Caygill-Walsh. "Co-located Retail Clinics and Pharmacies: An Opportunity to Provide More Primary Care." Pharmacy 7, no. 3 (June 26, 2019): 74. http://dx.doi.org/10.3390/pharmacy7030074.
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This paper proposes that co-located retail clinics (RCs) and community pharmacies can increase opportunities to provide more accessible, affordable, and patient-friendly primary care services in the United States. RCs are small businesses of about 150–250 square feet with a clientele of about 10–30 patients each day and most frequently staffed by nurse practitioners (NPs). Community pharmacies in the U.S. at ~67,000 far outnumber RCs at ~2800, thereby opening substantial opportunity for growth. Community pharmacies and pharmacists have been working to increase on-site clinical services, but progress has been slowed by the relative isolation from other practitioners. An ideal merged facility based on an integrated platform is proposed. NPs and pharmacists could share functions that fulfill documented consumer preferences and still maintain separate practice domains. Potential benefits include a broader inventory of clinical services including laboratory tests, immunizations, patient education, and physical assessment, as well as better patient access, interprofessional training opportunities, and economies related to the use of resources, day-to-day operations, and performance metrics. Challenges include the availability of sufficient, appropriately trained staff; limitations imposed by scope of practice and other laws; forging of collaborative relationships between NPs and pharmacists; and evidence that the merged operations provide economic benefits beyond those of separate enterprises.