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International Journal of Retail & Distribution Management
Number of Followers: 6  
 
  Hybrid Journal Hybrid journal (It can contain Open Access articles)
ISSN (Print) 0959-0552
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  • Retail service excellence: antecedents and consequences
    • Pages: 422 - 441
      Abstract: International Journal of Retail & Distribution Management, Volume 46, Issue 5, Page 422-441, May 2018.
      Purpose The purpose of this paper is to develop a model of antecedents and consequences of service excellence (SE) in the retail industry. Design/methodology/approach Based on an extensive literature review, this paper has come up with the definition of potential antecedents and their consequences for SE in the retail service. Findings While the seven factors, service leadership, service culture, quality management and business excellence, service innovation, customer engagement, service brand image and service encounters have been proposed as antecedents of SE in retail service, employee loyalty, employee pride, customer delight, customer commitment and brand love, have been identified as consequences. Research limitations/implications A major limitation of the study is that the developed model is not empirically validated. Practical implications The current research asserts that leadership in service firms has to build a professional service culture system in order to achieve business/competition advantages of SE. Social implications This paper has emphasised that businesses cannot only act with the perspective of gaining short-term profit on every customer transaction. Customers have to be valued and firms have to focus on building long-term relationships with their customers. Originality/value This study has extended the research on SE by developing a new model with possible antecedents and outcomes in the retail context.
      Citation: International Journal of Retail & Distribution Management
      PubDate: 2018-05-18T10:19:38Z
      DOI: 10.1108/IJRDM-09-2017-0189
       
  • The path to mall patronage intentions is paved with 4E-based experiential
           value for Indian consumers
    • Pages: 442 - 465
      Abstract: International Journal of Retail & Distribution Management, Volume 46, Issue 5, Page 442-465, May 2018.
      Purpose The purpose of this paper is to examine whether experiential offerings from two types of retailers play a significant role in consumer responses toward Indian malls. Specifically, this study examined the relationships between consumer perceptions of experience economy 4E constructs (i.e. educational, entertainment, escapist, and esthetic experiences) and experiential value associated with merchandise retailers and service retailers in Indian shopping malls, and between perceived experiential value and mall patronage intention. Design/methodology/approach A mall intercept survey conducted in two shopping malls in India resulted in 552 useable responses. Structural equation modeling was used to test the hypothesized relationships. Findings Experience economy constructs (i.e. entertainment, escapist, and esthetic experiences) contributed to the experiential value associated with merchandise retailers and/or service retailers in the mall. Experiential value associated with both merchandise retailers and service retailers in the mall positively influenced mall patronage intention. Practical implications The results have practical implications for mall retailers, mall managers, and mall developers; particular experiential strategies for both merchandise retailers and service retailers may improve patronage intentions toward the mall, which includes a measure of purchase intentions. Originality/value Although academic articles support the idea that retailers can obtain benefits by offering experiences to consumers, this is the first study to empirically validate the role of specific consumer experiences, the 4Es, resulting from both merchandise retailers and service retailers, in a non-Western mall context on value creation for shoppers and the consequent influence on patronage intentions.
      Citation: International Journal of Retail & Distribution Management
      PubDate: 2018-05-09T07:32:20Z
      DOI: 10.1108/IJRDM-07-2017-0152
       
  • Relationship between sustainability and risk management in fashion supply
           chains
    • Pages: 466 - 486
      Abstract: International Journal of Retail & Distribution Management, Volume 46, Issue 5, Page 466-486, May 2018.
      Purpose Fashion supply chain (FSC) research has identified two important issues of sustainability management and risk management. However, investigation of these issues is relatively sparse and has primarily been independent with little combinatory research, despite their important interrelationships. The purpose of this paper is to address that gap by critically reviewing extant literature to synthesise important sustainability risk issues in FSCs and proposing an empirical research agenda. Design/methodology/approach This paper uses a structured literature review approach and Denyer and Tranfield’s (2009) context, intervention, mechanisms and outcome (CIMO) criteria for critical analysis to enable the development of future empirical research areas. Findings While sustainability and risk are discussed independently in the supply chain literature, combinatory discussions are very limited, despite the interdependence of these concepts. There is little substantial research on sustainability risk in global FSCs and therefore, an empirical research agenda is proposed with the four research directions to address the gap and take forward the notion of supply chain sustainability risk management in FSCs: definition; organisation and management; influence on performance; and development of a conceptual framework. Research limitations/implications This paper provides a critical literature review and thus lacks empirical study. Practical implications This paper highlights important issues in sustainability risk management for FSCs and presents an agenda for future empirical research. Originality/value This paper contributes by providing a combinatory synthesis of sustainability and risk management in FSC literature and an agenda for future empirical research.
      Citation: International Journal of Retail & Distribution Management
      PubDate: 2018-05-14T10:20:21Z
      DOI: 10.1108/IJRDM-04-2017-0092
       
  • The growing permanence of pop-up outlets within the international location
           strategies of fashion retailers
    • Pages: 487 - 506
      Abstract: International Journal of Retail & Distribution Management, Volume 46, Issue 5, Page 487-506, May 2018.
      Purpose The purpose of this paper is threefold: first, to establish the role of the pop-up store within the international location strategy of fashion retailers, second, to identify the factors influencing pop-up store location choice and the importance retailers ascribe to it and third, to assess how pop-up locations are sourced and selected. Design/methodology/approach A multiple case study was adopted. Research was conducted using secondary data sources, observation and semi-structured interviews with senior executives with strategic responsibility for store/brand development internationally. Manual content analysis was conducted. Findings Key findings cover the role of Pop-up stores within international retail location strategy, notably features, forms and function, with the latter highlighting the importance of opportunistic market testing and trial, reduced risk, regeneration, ROI- and CRM-driven decisions; the factors impacting location choice and selection, specifically the trade-offs between reactive and proactive approaches and the importance of networks and intuition, and future pop-up directions. Research limitations/implications Due to the chosen research approach, the results may lack generalization outside of the given sector and marketplaces. Several avenues for future research are elucidated including exploration of pop-up transformations including pop-up rebrand, technology enabled, experiential and third place. Originality/value The study contributes to the nascent field of research by providing new insight into the role of pop-ups within international location strategy, the factors influencing location choice and selection and offers a pop-up location taxonomy.
      Citation: International Journal of Retail & Distribution Management
      PubDate: 2018-05-08T12:37:00Z
      DOI: 10.1108/IJRDM-09-2017-0217
       
  • Customer value in self-service kiosks: a systematic literature review
    • Pages: 507 - 527
      Abstract: International Journal of Retail & Distribution Management, Volume 46, Issue 5, Page 507-527, May 2018.
      Purpose The purpose of this paper is to provide a cohesive overview of the available self-service and customer value literature, identify customer value in self-service kiosks (SSKs), and analyze this value from the customer experience perspective. Design/methodology/approach The study comprises a systematic literature review of available works on customer value. Findings The paper presents conclusions on the SSK’s technological forms, presence in industries, and conceptual state. The review also provides a cohesive inventory of customer value elements in SSKs. The in-depth analysis proposes two alternative models of the customer value creation process: linear and circular. Research limitations/implications The study reveals gaps stemming from the inconsistency and fragmented nature of previous research on customer value in SSKs. The gaps are treated as opportunities for future studies. Practical implications By identifying new sources of competitive advantage and new ways to improve customer service strategies and experience management, the findings support managerial decision making at the stages of considering, implementing, and improving SSK networks. Originality/value This study is the first to systematically review and provide an inventory of customer value elements in SSKs. It, therefore, offers new perspectives on customer value creation using self-service technology.
      Citation: International Journal of Retail & Distribution Management
      PubDate: 2018-05-14T10:15:20Z
      DOI: 10.1108/IJRDM-04-2017-0084
       
 
 
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