Table of contents
Customer participation in retail service: lessons from Brecht
Kim Harris, Richard Harris, Steve BaronRetailers are using the term retail theatre (theater) to imply a service offer that is different and special. An important component of the offer is an increased opportunity for…
Retail customers as partial employees in service provision: a conceptual framework
Hean Tat Keh, Chi Wei TeoExplores the concept of viewing retail customers as partial employees. When retailers provide services to customers, they tend to rely solely on store employees, missing out on a…
Superstore interactivity: a new self‐service paradigm of retail service?
Bill Merrilees, Dale MillerThe nature of retail service varies from personal service to the provision of greater ambience. Indeed, anything that adds value to the merchandise itself can be considered part…
The adoption of Internet financial services: a qualitative study
Nancy Jo Black, Andy Lockett, Heidi Winklhofer, Christine EnnewExamines the case of the consumer adoption of Internet financial services, which may be viewed as an innovation in service delivery. The qualitative study employed Rogers’ model…
Till shopping us do part – the service requirements of divorced male fashion shoppers
M. Christopher, Stephen A. Doyle, Elaine ThomsonExplores the impact of divorce upon the fashion consumption of divorced men. Based upon 104 semi‐structured interviews with divorced men, the study identifies four stages of…
ISSN:
0959-0552Renamed from:
Retail and Distribution ManagementOnline date, start – end:
1990Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Prof Neil Towers