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