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• Title Page
• Copyright Page
• Brief Contents
• Contents
• Preface
• PART 1 An Overview of Strategic Retail Management
• Chapter 1 An Introduction to Retailing
• Chapter Objectives
• Overview
• The Framework of Retailing
• Reasons for Studying Retailing
• The Special Characteristics of Retailing
• The Importance of Developing and Applying a Retail Strategy
• The Home Depot Corporation: Successfully Navigating the Omnichannel Landscape
• The Retailing Concept
• The Focus and Format of the Text
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: blog (www.bermanevansretail.com)
• Appendix Understanding the Recent Economic Environment in the United States and Around the Globe
• The Current Economic Situation in the United States
• The Impact of the Downturn on Economies Around the World
• The Effect of the Current Economic Climate on Retailing
• Strategic Options for Retailers
• Chapter 2 Building and Sustaining Relationships in Retailing
• Chapter Objectives
• Overview
• Value and the Value Chain
• Retailer Relationships
• Customer Relationships
• Channel Relationships
• The Differences in Relationship Building Between Goods and Service Retailers
• Technology and Relationships in Retailing
• Electronic Banking
• Customer and Supplier Interactions
• Ethical Performance and Relationships in Retailing
• Ethics
• Social Responsibility
• Consumerism
• Chapter Summary
• Key Terms
• Question for Discussion
• Web-Based Exercise: Sephora (www.sephora.com)
• Appendix Planning for the Unique Aspects of Service Retailing
• Abilities Required to be a Successful Service Retailer
• Improving the Performance of Service Retailers
• The Strategy of Pal’s Sudden Service: Baldrige Award Winner
• Chapter 3 Strategic Planning in Retailing
• Chapter Objectives
• Overview
• Situation Analysis
• Organizational Mission
• Ownership and Management Alternatives
• Goods/Service Category
• Personal Abilities
• Financial Resources
• Time Demands
• Objectives
• Sales
• Profit
• Satisfaction of Publics
• Image (Positioning)
• Selection of Objectives
• Identification of Consumer Characteristics and Needs
• Overall Strategy
• Controllable Variables
• Uncontrollable Variables
• Integrating Overall Strategy
• Specific Activities
• Control
• Feedback
• A Strategic Planning Template For Retail Management
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Angie’s List (www.angieslist.com)
• Appendix The Special Dimensions of Strategic Planning in a Global Retailing Environment
• Opportunities and Threats in Global Retailing
• U.S. Retailers in Foreign Markets
• Foreign Retailers in the U.S. Market
• Part 1 Short Cases
• Case 1: Retailers MUST Be Future-Oriented
• Case 2: Stores That Accommodate Those with Physical Limitations
• Case 3: Is the Proliferation of Job Titles Helping or Hurting?
• Case 4: Competition and Quick Foodservice
• Part 1 Comprehensive Case
• Ideas Worth Stealing
• PART 2 Situation Analysis
• Chapter 4 Retail Institutions by Ownership
• Chapter Objectives
• Overview
• Retail Institutions Characterized by Ownership
• Independent
• Chain
• Franchising
• Leased Department
• Vertical Marketing System
• Consumer Cooperative
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: 7-Eleven (www.franchise.7-eleven.com)
• Appendix The Dynamics of ­Franchising
• Managerial Issues in Franchising
• Franchisor–Franchisee Relationships
• Chapter 5 Retail Institutions by Store-Based Strategy Mix
• Chapter Objectives
• Overview
• Considerations in Planning a Retail Strategy Mix
• The Wheel of Retailing
• Scrambled Merchandising
• The Retail Life Cycle
• How Retail Institutions are Evolving
• Mergers, Diversification, and Downsizing
• Cost Containment and Value-Driven Retailing
• Retail Institutions Categorized By Store-Based Strategy Mix
• Food-Oriented Retailers
• General Merchandise Retailers
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Dillard’s (www.dillards.com)
• Chapter 6 Web, Nonstore-Based, and Other Forms of Nontraditional Retailing
• Chapter Objectives
• Overview
• Direct Marketing
• The Domain of Direct Marketing
• The Customer Database: Key to Successful Direct Marketing
• Emerging Trends
• The Steps in a Direct-Marketing Strategy
• Key Issues Facing Direct Marketers
• Direct Selling
• Vending Machines
• Electronic Retailing: The Emergence of the World Wide Web
• The Role of the Web
• The Scope of Web Retailing
• Characteristics of Web Users
• Factors to Consider in Planning Whether to Have a Web Site
• Mobile Apps Enabling Online Retailing
• Examples of Web Retailing in Action
• Other Nontraditional Forms of Retailing
• Video Kiosks
• Airport Retailing
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: “Charts & Data” section of Internet Retailer’s Web site (www.internetretai
• Appendix Omnichannel Retailing
• Advantages of Omnichannel Retail Strategies
• Developing a Well-Integrated Omnichannel Strategy
• Special Challenges
• Part 2 Short Cases
• Case 1: Do Power Players Rule?
• Case 2: Will the Favorites of Today Remain Popular?
• Case 3: Omnichannel Strategies of Top Retailers
• Case 4: Omnichannel Food Retailing Still Needs Work
• Part 2 Comprehensive Case
• What Consumers Find Expendable versus Untouchable
• What Are Consumers Finding Expendable?
• Ongoing Recovery
• Mash-Up
• Older and Wiser?
• Tracking Trends
• Gender Trends
• PART 3 Targeting Customers and Gathering Information
• Chapter 7 Identifying and Understanding Consumers
• Chapter Objectives
• Overview
• Consumer Demographics and Lifestyles
• Consumer Demographics
• Consumer Lifestyles
• Retailing Implications of Consumer Demographics and Lifestyles
• Consumer Profiles
• Consumer Needs and Desires
• Shopping Attitudes and Behavior
• Attitudes toward Shopping
• Where People Shop
• The Consumer Decision Process
• Types of Consumer Decision Making
• Impulse Purchases and Customer Loyalty
• Retailer Actions
• Retailers with Mass Marketing Strategies
• Retailers with Concentrated Marketing Strategies
• Retailers with Differentiated Marketing Strategies
• Environmental Factors Affecting Consumers
• Chapter Summary
• Key Terms
• Questions for ­Discussion
• Web-Based Exercise: Claire’s (www.claires.com) and Icing (www.icing.com)
• Chapter 8 Information Gathering and Processing in Retailing
• Chapter Objectives
• Overview
• Information Flows in a Retail Distribution Channel
• Avoiding Retail Strategies Based on Inadequate Information
• The Retail Information System
• Building and Using a Retail Information System
• Database Management
• Gathering Information through the UPC and EDI
• The Marketing Research Process
• Secondary Data
• Primary Data
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Coca-Cola Retailing Research Council (www.ccrrc.org)
• Part 3 Short Cases
• Case 1: Eating Patterns in America
• Case 2: The Convenience Economy Comes of Age
• Case 3: Are Hot Retailers of 2015 Still Hot?
• Case 4: Navigating the Shopper Universe through Big Data
• Part 3 Comprehensive Case
• How Do You Attract and Satisfy Millennials?
• PART 4 Choosing a Store Location
• Chapter 9 Trading-Area Analysis
• Chapter Objectives
• Overview
• The Importance of Location to a Retailer
• Trading-Area Analysis
• The Use of Geographic Information Systems in Trading-Area Delineation and Analysis
• The Size and Shape of Trading Areas
• Delineating the Trading Area of an Existing Store
• Delineating the Trading Area of a New Store
• Characteristics of Trading Areas
• Characteristics of the Population
• The Nature of Competition and the Level of Saturation
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Web site of Site Selection Online (www.siteselection.com)
• Chapter 10 Site Selection
• Chapter Objectives
• Overview
• Types of Locations
• The Isolated Store
• The Unplanned Business District
• The Planned Shopping Center
• The Choice of a General Location
• Location and Site Evaluation
• Pedestrian Traffic
• Vehicular Traffic
• Parking Facilities
• Transportation
• Store Composition
• Specific Site
• Terms of Occupancy
• Overall Rating
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Main Street America (www.preservationnation.org/main-street)
• Part 4 Short Cases
• Case 1: Are Smaller and Faster Better?
• Case 2: Organize, Optimize, Synchronize
• Case 3: Removing Barriers to Cross-Border Commerce
• Case 4: Warehouse Management: Right Time, Right Place
• Part 4 Comprehensive Case
• PART 5 Managing a Retail Business
• Chapter 11 Retail Organization and Human Resource Management
• Chapter Objectives
• Overview
• Setting Up a Retail Organization
• Specifying Tasks to Be Performed
• Dividing Tasks among Channel Members and Customers
• Grouping Tasks into Jobs
• Classifying Jobs
• Developing an Organization Chart
• Organizational Patterns in Retailing
• Organizational Arrangements Used by Small Independent Retailers
• Organizational Arrangements Used by Department Stores
• Organizational Arrangements Used by Chain Retailers
• Organizational Arrangements Used by Diversified Retailers
• Human Resource Management in Retailing
• The Special Human Resource Environment of Retailing
• The Human Resource Management Process in Retailing
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Macy’s, Inc. has dedicated to “Careers After College” (www.macyscollege.co
• Chapter 12 Operations Management: Financial Dimensions
• Chapter Objectives
• Overview
• Profit Planning
• Asset Management
• The Strategic Profit Model
• Other Key Business Ratios
• Financial Trends in Retailing
• Budgeting
• Preliminary Budgeting Decisions
• Ongoing Budgeting Process
• Resource Allocation
• The Magnitude of Various Costs
• Productivity
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: QuickBooks (http://quickbooks.intuit.com/tutorials)
• Chapter 13 Operations Management: Operational Dimensions
• Chapter Objectives
• Overview
• Operating a Retail Business
• Operations Blueprint
• Store Format, Size, and Space Allocation
• Personnel Utilization
• Store Maintenance, Energy Management, and Renovations
• Inventory Management
• Store Security
• Insurance
• Credit Management
• Technology and Computerization
• Outsourcing
• Crisis Management
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Pricer (www.pricer.com/en/Solutions)
• Part 5 Short Cases
• Case 1: Assistant Store Manager
• Case 2: Manager, Training and Development
• Case 3: Senior Manager of Digital Operations
• Case 4: Retail Shrinkage: A Significant Problem
• Part 5 Comprehensive Case
• Predicting Retail Trends
• Predictions of 2016 Retailing Trends
• PART 6 Merchandise Management and Pricing
• Chapter 14 Developing Merchandise Plans
• Chapter Objectives
• Overview
• Merchandising Philosophy
• Buying Organization Formats and Processes
• Level of Formality
• Degree of Centralization
• Organizational Breadth
• Personnel Resources
• Functions Performed
• Staffing
• Devising Merchandise Plans
• Forecasts
• Innovativeness
• Assortment
• Brands
• Timing
• Allocation
• Category Management
• What Manufacturers Think about Retailers
• What Retailers Think about Manufacturers
• Merchandising Software
• General Merchandise Planning Software
• Forecasting Software
• Innovativeness Software
• Assortment and Allocation Software
• Category Management Software
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: TXT Retail Web site (http://-txtretail.txtgroup.com/solutions/­assortment-plann
• Chapter 15 Implementing Merchandise Plans
• Chapter Objectives
• Overview
• Implementing Merchandise Plans
• Gathering Information
• Selecting and Interacting with Merchandise Sources
• Evaluating Merchandise
• Negotiating the Purchase
• Concluding Purchases
• Receiving and Stocking Merchandise
• Reordering Merchandise
• Re-evaluating on a Regular Basis
• Logistics
• Performance Goals
• Supply Chain Management
• Order Processing and Fulfillment
• Transportation and Warehousing
• Customer Transactions and Customer Service
• Inventory Management
• Retailer Tasks
• Inventory Levels
• Merchandise Security
• Reverse Logistics
• Inventory Analysis
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: “Business” section of the U.S. Postal Service’s Web site (www.usps.com/bus
• Chapter 16 Financial Merchandise Management
• Chapter Objectives
• Overview
• Inventory Valuation: The Cost and Retail Methods of Accounting
• The Cost Method
• The Retail Method
• Merchandise Forecasting and Budgeting: Dollar Control
• Designating Control Units
• Sales Forecasting
• Inventory-Level Planning
• Reduction Planning
• Planning Purchases
• Planning Profit Margins
• Unit Control Systems
• Physical Inventory Systems
• Perpetual Inventory Systems
• Unit Control Systems in Practice
• Financial Inventory Control: Integrating Dollar and Unit Concepts
• Stock Turnover and Gross Margin Return on Investment
• When to Reorder
• How Much to Reorder
• Chapter Summary
• • Key Terms
• Questions for Discussion
• Web-Based Exercise: benchmarking section of the Retail Owners Institute Web site (http://retailowner
• Chapter 17 Pricing in Retailing
• Chapter Objectives
• Overview
• External Factors Affecting a Retail Price Strategy
• The Consumer and Retail Pricing
• The Government and Retail Pricing
• Manufacturers, Wholesalers, and Other Suppliers—and Retail Pricing
• Competition and Retail Pricing
• Developing a Retail Price Strategy
• Retail Objectives and Pricing
• Broad Price Policy
• Price Strategy
• Implementation of Price Strategy
• Price Adjustments
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Neiman Marcus (www.neimanmarcus.com)
• Part 6 Short Cases
• Case 1: Buyer of Sports Equipment
• Case 2: Adapting to the Internet of Things (IoT)
• Case 3: High Marks by Suppliers and Wholesalers for Convenience Stores
• Case 4: Data-Driven Pricing
• Part 6 Comprehensive Case
• Knocking Off the Knockoffs?
• PART 7 Communicating with the Customer
• Chapter 18 Establishing and Maintaining a Retail Image
• Chapter Objectives
• Overview
• The Significance of Retail Image
• Components of a Retail Image
• The Dynamics of Creating and Maintaining a Retail Image
• Atmosphere
• A Store-Based Retailing Perspective
• A Nonstore-Based Retailing Perspective
• Encouraging Customers to Spend More Time Shopping
• Community Relations
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Johnny Rockets (www.johnnyrockets.com)
• Chapter 19 Promotional Strategy
• Chapter Objectives
• Overview
• Elements of the Retail Promotional Mix
• Advertising
• Public Relations
• Personal Selling
• Sales Promotion
• Planning a Retail Promotional Strategy
• Determining Promotional Objectives
• Establishing an Overall Promotional Budget
• Selecting the Promotional Mix
• Implementing the Promotional Mix
• Reviewing and Revising the Promotional Plan
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: Web site (www.entrepreneur.com/article/241607)
• Part 7 Short Cases
• Case 1: Keep It Simple
• Case 2: More than Price
• Case 3: Enhancing the In-Store Experience through Facial Recognition Software
• Case 4: Revitalizing Customer Loyalty
• Part 7 Comprehensive Case
• Inside the Mind of Shake Shack’s Founder
• PART 8 Putting It all Together
• Chapter 20 Integrating and Controlling the Retail Strategy
• Chapter Objectives
• Overview
• Integrating the Retail Strategy
• Planning Procedures and Opportunity Analysis
• Defining Productivity in a Manner Consistent with the Strategy
• Performance Measures
• Scenario Analysis
• Control: Using the Retail Audit
• Undertaking an Audit
• Responding to an Audit
• Possible Difficulties in Conducting a Retail Audit
• Illustrations of Retail Audit Forms
• Chapter Summary
• Key Terms
• Questions for Discussion
• Web-Based Exercise: American ­Customer Satisfaction Index (www.theacsi.org)
• Part 8 Short Cases
• Case 1: Envision the Future: Part 1
• Case 2: Envision the Future: Part 2
• Part 8 Comprehensive Case
• Achieving Excellence in Retailing
• Research Methodology
• Appendix: Careers in Retailing
• Glossary
• Endnotes
• Name Index
• Subject Index