Retailing Management

Acknowledgements - Understanding How the Business Makes Decisions - PART 1: UNDERSTANDING THE BUSINESS - Customer Expectations, Retail Response - Managing Gross Margins - Managing Operating Margins - Managing the Cash Generation Activity - Strategic and Operating Economics of the Business - An Integrated Approach for Management Decision Making - The Retail Business as Component in the Supply Chain - The Retail Business as an International Business - PART 2: UNDERSTANDING CUSTOMER EXPECTATIONS - Deriving Target Customer Group Characteristics - Interpreting Customer Expectations - Allocating Resources to Meet Customer Expectations and Create Added Value for the Customer - Customer and Corporate Productivity: Measuring Customer Satisfaction and Corporate Performance - PART 3: MANAGING THE BUSINESS TO ACHIEVE RESULTS - Key Decision Areas: Objectives, Strategy Options and the Role of Shopping Missions - Managing the Implementation Process - PART 4: RETAIL DECISION MAKING IN ACTION: EXAMPLES FROM THE RETAIL SECTION - Implementing Retailing Management Decisions: Recent Examples - Implementing Retailing Management Decisions: Fleetwood Ltd - Bibliography - Index