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Handbook of Research on Retailer-Consumer Relationship Development

Book Description

Though based on an economic transition, retailer-consumer relationship is also influenced by non-economic factors and is a context of social interaction. With the emergence of modern merchandising techniques and a rise in large retail companies, consumers have become increasingly vigilant of practice within the retail industry. Handbook of Research on Retailer-Consumer Relationship Development offers a complete and updated overview of various perspectives relating to customer relationship management within the retail industry and stimulates the search for greater integration of these views in further research. Offering different angles to analyze the exchange between the retailer and the consumer, this handbook is a valuable tool for professionals and scholars seeking to upgrade their knowledge, as well as for upper-level students.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Book Series
  5. Editorial Advisory Board and List of Reviewers
    1. Editorial Advisory Board
    2. List of Reviewers
  6. Foreword
  7. Preface
  8. Acknowledgment
  9. Section 1: Consumers' Behavior, Buying Preferences, and Relationships with Retailers
    1. Chapter 1: Customer Perceived Values and Consumer Decisions
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. THE CONSUMER PERCEIVED VALUE
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    2. Chapter 2: Identity-Based Consumer Behaviour, Self-Congruity, and Retailer-Consumer Relationships
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. CONSUMER-BRAND IDENTIFICATION AND SELF-CONGRUITY IN RETAIL
      5. CONCLUSION AND FUTURE RESEARCH DIRECTIONS
      6. REFERENCES
      7. KEY TERMS AND DEFINITIONS
    3. Chapter 3: Shopping Well-Being and Ill-Being
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. AN INTEGRATED MODEL OF SHOPPING WELL-BEING AND ILL-BEING
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    4. Chapter 4: Understanding Consumers' Behaviour Change in Uncertainty Conditions
      1. ABSTRACT
      2. INTRODUCTION
      3. THE QUESTIONS: HOW DOES CONSUMERS BEHAVIOUR CHANGE IN CRISIS CONDITIONS? WHAT DO EMPIRICAL FINDINGS SHOW?
      4. THE QUESTION: THE PANIC MECHANISM: WHY DID CONSUMERS BEHAVE LIKE THAT?
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    5. Chapter 5: Customer Store Loyalty
      1. ABSTRACT
      2. INTRODUCTION
      3. CONCEPTUAL FRAMEWORK
      4. CONCEPTUAL MODEL
      5. METHODOLOGY
      6. RESULTS AND DISCUSSION
      7. FUTURE RESEARCH DIRECTIONS
      8. MANAGERIAL IMPLICATIONS
      9. CONCLUSION
      10. REFERENCES
      11. ADDITIONAL READING
      12. KEY TERMS AND DEFINITIONS
    6. Chapter 6: Evolving the Private Label Role in the Retailer-Customer Relationship
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. CONCEPTUAL FRAMEWORK AND HYPOTHESES
      5. METHODOLOGY
      6. RESULTS
      7. DISCUSSION
      8. FUTURE RESEARCH DIRECTIONS
      9. CONCLUSION
      10. REFERENCES
      11. ADDITIONAL READING
      12. KEY TERMS AND DEFINITIONS
      13. APPENDIX
  10. Section 2: Retail Context, Store Formats, and Retail Services
    1. Chapter 7: The Mechanisms for the Emergence and Evolution of Retail Formats
      1. ABSTRACT
      2. INTRODUCTION
      3. CONCEPTUALISATION OF A RETAIL FORMAT
      4. THE THEORIES OF THE EMERGENCE AND EVOLUTION OF FORMATS
      5. EXAMPLES OF INNOVATIVE RETAIL FORMATS AND AN ATTEMPT AT EXPLAINING THEIR ORIGINS
      6. CONCLUSION AND EMERGING ISSUES
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    2. Chapter 8: Critical Reflections on the Decline of the UK High Street
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. ISSUES, CONTROVERSIES, PROBLEMS
      5. SOLUTIONS AND RECOMMENDATIONS
      6. SUMMARY DISCUSSION
      7. FUTURE RESEARCH DIRECTIONS
      8. CONCLUSION
      9. REFERENCES
      10. ADDITIONAL READING
      11. KEY TERMS AND DEFINITIONS
      12. ENDNOTES
    3. Chapter 9: City Trees and Consumer Response in Retail Business Districts
      1. ABSTRACT
      2. INTRODUCTION
      3. ISSUE: RETAIL ENVIRONMENTS AND SUSTAINABILITY
      4. BACKGROUND: BENEFITS AND FUNCTIONS OF URBAN FORESTRY
      5. BACKGROUND: PSYCHOLOGY OF ECONOMICS, RETAIL, AND NATURE
      6. RESEARCH: TREES AND RETAIL BEHAVIOR
      7. DISCUSSION: NATURE, SHOPPING ENVIRONMENTS, AND CONSUMER RESPONSE
      8. RECOMMENDATIONS: TREES AND PLACE DESIGN
      9. FUTURE RESEARCH DIRECTIONS
      10. CONCLUSION
      11. ACKNOWLEDGMENT
      12. REFERENCES
      13. ADDITIONAL READING
      14. KEY TERMS AND DEFINITIONS
    4. Chapter 10: The Coffee Shop and Customer Experience
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. RESEARCH ON AMERICAN AND ITALIAN COFFEE SHOPS IN THE U.S. MARKET
      5. CONCLUSION
      6. FUTURE RESEARCH DIRECTIONS
      7. ACKNOWLEDGMENT
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
      11. ENDNOTES
    5. Chapter 11: A New Systems Perspective in Retail Service Marketing
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORETICAL BACKGROUND: TOWARD AN INTEGRATED SERVICE SYSTEMS MARKETING PERSPECTIVE
      4. FUTURE RESEARCH DIRECTIONS
      5. CONCLUDING REMARKS
      6. REFERENCES
      7. ADDITIONAL READING
      8. KEY TERMS AND DEFINITIONS
    6. Chapter 12: Personally Engaged with Retail Clients
      1. ABSTRACT
      2. INTRODUCTION
      3. THE NEW ECONOMIC AND SOCIAL CONTEXT: DEFINING THE NEW CONSUMER PROFILE
      4. MARKETING EVOLUTION: FROM MARKETING 1.0 TO MARKETING 3.0
      5. CONCLUSION
      6. REFERENCES
      7. ADDITIONAL READING
      8. KEY TERMS AND DEFINITIONS
  11. Section 3: Store Atmosphere and Interaction with Consumers
    1. Chapter 13: Atmosphere as a Store Communication Tool
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORETICAL BACKGROUND
      4. METHODOLOGY
      5. RESULTS
      6. LIMITATIONS AND FUTURE RESEARCH DIRECTION
      7. CONCLUSION
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    2. Chapter 14: The Use of Sensorial Marketing in Stores
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. SENSORIAL VARIABLES AND THEORETICAL MODEL
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    3. Chapter 15: Frontline Employees' Self-Perception of Ageism, Sexism, and Lookism
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. RESEARCH METHODOLOGY
      5. RESULTS
      6. CONCLUSION, RECOMMENDATIONS AND CONTRIBUTIONS, MANAGERIAL IMPLICATIONS, AND FINAL ISSUES
      7. FUTURE RESEARCH DIRECTIONS
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    4. Chapter 16: A Dilemma for Retailers
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND: STORE ATTRACTIVENESS AND SURVEILLANCE
      4. HOW TO MAKE STORE SURVEILLANCE SECURE AND APPEALING TO SHOPPERS
      5. IMPLICATIONS FOR STORE MANAGERS
      6. FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    5. Chapter 17: Retailer-Non-Profit Organization (NPO) Partnerships
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. RETAILER-NPO PARTNERSHIPS
      5. FUTURE RESEARCH DIRECTIONS AND TRENDS
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    6. Chapter 18: Engaging Social Movements in Developing Innovative Retail Business Models
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORETICAL BACKGROUND
      4. METHODOLOGY AND EMPIRICAL SETTING
      5. MAIN FINDINGS
      6. CONCLUSION AND FURTHER RESEARCH
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    7. Chapter 19: Meanings and Implications of Corporate Social Responsibility and Branding in Grocer Retailers
      1. ABSTRACT
      2. BACKGROUND
      3. INTRODUCTION
      4. CSR AND COMMUNICATION
      5. THE EVOLUTION OF CORPORATE SOCIAL RESPONSIBILITY: CORPORATE SHARED VALUE AS NEW STRATEGIC MODEL
      6. A COMPARATIVE ANALYSIS BETWEEN UNITED KINGDOM AND ITALY
      7. KEY FINDINGS AND CONCLUSION
      8. FURTHER RESEARCH DIRECTIONS
      9. REFERENCES
      10. ADDITIONAL READING
      11. KEY TERMS AND DEFINITIONS
      12. ENDNOTES
  12. Section 4: Innovation, ICT, and Social Media: The Multichannelling Challenges for Retailers
    1. Chapter 20: An Exploratory Study of Client-Vendor Relationships for Predicting the Effects of Advanced Technology-Based Retail Scenarios
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. RESEARCH METHODOLOGY
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
      10. ENDNOTES
    2. Chapter 21: Retail Innovativeness
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. THEORETICAL FRAMEWORK AND HYPOTHESES
      5. METHODOLOGY
      6. RESULTS
      7. SOLUTIONS AND RECOMMENDATIONS
      8. FUTURE RESEARCH DIRECTIONS
      9. CONCLUSION
      10. MANAGERIAL IMPLICATIONS
      11. ACKNOWLEDGMENT
      12. REFERENCES
      13. ADDITIONAL READING
      14. KEY TERMS AND DEFINITIONS
    3. Chapter 22: Retailer-Customers Relationships in the Online Setting
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. EXPERIMENTAL STUDIES
      5. DISCUSSION
      6. FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    4. Chapter 23: Retail and Social Media Marketing
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. ENGAGING CUSTOMERS ON SOCIAL NETWORKING SITES: CHALLENGES FOR RETAILERS
      5. SOLUTIONS AND RECOMMENDATIONS
      6. FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    5. Chapter 24: Singapore's Online Retail Deviants
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. METHODOLOGY
      5. RESULTS AND DISCUSSION
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    6. Chapter 25: Is Multichannel Integration in Retailing a Source of Competitive Advantage?
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. MULTICHANNEL INTEGRATION AND MULTICHANNEL SHOPPERS
      5. EMPIRICAL STUDIES
      6. RESULTS AND FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    7. Chapter 26: About the Challenges to Start E-Commerce Activity in SMEs
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. RESEARCH DESIGN
      5. EMPIRICAL OUTCOMES
      6. RESULTS OF THE INTERVIEWS
      7. DISCUSSION
      8. CONCLUSION
      9. ACKNOWLEDGMENT
      10. REFERENCES
      11. ADDITIONAL READING
      12. KEY TERMS AND DEFINITIONS
  13. Compilation of References
  14. About the Contributors