Resources Library by ANA

Store loyalty, frequency of shopping and their determinants

With the increasing concern for customer satisfaction, loyalty has come increasingly into focus in marketing planning and marketing strategy. This also applies to retailing. However, as the present paper will show, in a retailing context, loyalty is...

Catalogue: Seminar 1997: The Changing Retail Scene

Authors: Flemming Hansen, Foul K. Faarup, Antje Christensen

Company: KANTAR TNS Malaysia

June 15, 1997

Are you ready to shop on-line?

This paper is based upon the experience of the authors in researching general and specialized retailing and consumer behaviour, on related research projects in other countries and on a research program regarding the Internet Consumer, whose aim was...

Catalogue: Seminar 1997: The Changing Retail Scene

Authors: Carlos Liz, Rui Almeida

June 15, 1997

Buying loyalty VS. building commitment developing

The paper examines the role of customer loyalty in maximising opportunity, and will argue that loyalty, as measured by customer spending, is simply a reflection of short-term behaviour and can only be sustained by one of two routes: building the...

Catalogue: Seminar 1997: The Changing Retail Scene

Author: Trevor Richards

June 15, 1997

Development of petrol retailing in the United Kingdom

This paper describes the revolution in petrol retailing in the United Kingdom; a revolution initiated by the major supermarket operators and which has resulted in the oil companies losing 25 % of their market share and f 1 billion in revenues. The...

Catalogue: Seminar 1997: The Changing Retail Scene

Author: Jonathan P. Shingleton

Company: The BPRI Group

June 15, 1997

Customer satisfaction in the distribution line (Spanish)

This paper illustrates the benefits of the CSM Customer Satisfaction Measurement Model and its contribution to total quality management programs. Identifying satisfaction drivers for distribution line members of a household electrical appliances...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America

Author: Norah Schmeichel

Company: GfK

June 15, 1997

Deregulation of Sunday trading

The paper studies how the deregulation of Sunday trading changed opening hours and shopping habits. In Sweden, shop opening hours were deregulated in 1972. The evidence presented in this paper shows that in Sweden, Sunday opening has become common...

Catalogue: Seminar 1997: The Changing Retail Scene

Author: Sami Kajalo

June 15, 1997

Category management and effective consumer response

As we know, all that has changed and we now have a very cautious, discerning and rational shopper. The push economy has finally become the pull economy. Just as marketing has become a business term, category management is becoming the business term...

Catalogue: Seminar 1997: The Changing Retail Scene

Authors: Bob Qureshi, Jenny Baker

June 15, 1997

Supermarkets and the small independent retailer

The paper deals with the Indian experience of supermarkets unable to significantly impact on the retail structure, and the simultaneous growth of the small independent retailer, especially in fast moving consumer goods. It attempts to hypothesize the...

Catalogue: Seminar 1997: The Changing Retail Scene

Authors: Amit Roy, Sujit Das Munshi

June 15, 1997

Local retailers counter multinationals

In the Czech Republic, internationalisation of retail structures has become the topic of the day. More and more multinationals are entering the Czech market. This paper provides an analysis of latest developments and an overview of the increasing...

Catalogue: Seminar 1997: The Changing Retail Scene

Authors: Tomás Drtina, Evzen Pospisil

June 15, 1997