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 RetailCustomers 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
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