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| Note: Each chapter includes an Introduction, a Summary, Key Terms, Questions for Discussion, and an E-tailing Exercise | |
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| An Introduction to Retailing | |
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| The World of Retailing What Is Retailing? The Retail Management Function Retailing versus E-tailing Careers in Retailing Text Organization Continuing | |
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| Sherwin-Williams Company: Early Beginnings | |
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| The Retail Environment: Niche Retailing | |
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| Customer Value, Services, and Retailing Technologies Customer Value Services Retailing Creating Relationships Technology in Retailing and E-tailing E-tailing and E-commerce Laws, Ethics, and Corporate Social Responsibility Continuing | |
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| Sherwin-Williams Company: Corporate Social Responsibility | |
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| Best Buy Ensures Customer Value Through Technology | |
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| Effective Retail Strategies | |
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| An Overview of the Retail Planning and Management Process The Retailer's Mission and Vision Analyzing the Retail Environment: The Situational Analysis Retail Strategy Retail Information Systems Target Marketing Market and Location Selection Financial Operations Management Merchandise Buying and Handling: Logistics Human Resource Management Retail Tactics Laws and Ethics Evaluation and Control Continuing | |
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| Sherwin-Williams Company: Mission and Operations | |
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| Guilford Home Furnishings Faces Competition | |
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| The Retail Environment: A Situational and Competitive Analysis The Situational Analysis Types of Retail Institutions Competitive Analysis Continuing | |
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| Sherwin-Williams Company: A Competitive Analysis | |
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| Target Enters the Super Center Competition | |
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| Evaluation and Identification of Retail Customers Demographics Psychographics Geographics Behavioristics Geodemographics Consumer Behavior Continuing | |
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| Sherwin-Williams Company: Target Marketing | |
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| eCraft Furniture and the Internet Marketing Dilemma | |
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| Internal Planning and Management | |
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| Retailing Information Systems and Research Retail Information Systems Marketing and Market Research Gathering Information Using Technology to Gather Data and Information Continuing | |
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| Sherwin-Williams Company: Technology with a Customer Focus | |
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| Circuit City, Multichannel Retailing, and Online RIS | |
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| Selecting the Appropriate Market and Location Deciding on a Target Customer Group Choosing the Right Location Regional Analysis Trading Area Analysis Actual Site Analysis and Selection Characteristics of the Available Site Continuing | |
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| Sherwin-Williams Company: Location Decisions | |
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| Retailer on the Go: Homier Mobile Merchants | |
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| Financial Aspects of Operations Management Planning for Profit: Developing a Financial Plan Retail Accounting Systems Inventory Valuation Resource Allocation Continuing | |
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| Sherwin-Williams Company: Reporting Financial Information on the Web | |
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| Cal Corporation's Ratio Analysis | |
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| Merchandise Buying and Handling Dollar Merchandise Planning and Forecasting Return on Inventory Investments and Stock Turnover Inventory Planning The Merchandise Mix Vendor Interactions Merchandise Logistics and Logistics Management Continuing | |
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| Sherwin-Williams Company: Merchandise Systems | |
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| Veterinarians and Merchandising Decisions | |
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| Human Resource Management Planning for Human Resources Organizational Charts The Hiring Process Training and Management Continuing | |
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| Sherwin-Williams Company: Facing Competition for Employees | |
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| The Container Store: Consistently One of the Best Places to Work | |
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| Retail Tactics, Laws, and Ethics | |
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| Pricing in Retailing Determining Pricing Objectives Determining Pricing Flexibility Determining Pricing Strategy and Policies Establishing Price Price Adjustments Continuing | |
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| Sherwin-Williams Company: Variable Pricing | |
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| Online Auctions Pose Competitive Threat to Retailers | |
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| Developing an Effective Integrated Marketing Communications Mix Developing an Integrated Marketing Communications Program IMC Tactics Using the Store Layout and Design to Increase the Effectiveness of the IMC Program Continuing | |
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| Sherwin-Williams Company: Integrating IMC into Operations | |
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| Auntie Anne's Pretzels: From Small-Town Girl to Global Entrepreneur | |
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| Customer Service in Retailing The Targeted Customer Is Always Right Retail and E-tail Customer Services Customer Response Management (CRM) What Is the "Right" Customer Service Level? Continuing | |
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| Sherwin-Williams Company: The Contractor Segment | |
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| Customer Service at Autozone Stores | |
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| Laws and Ethics The Difference Between Ethics and Laws The Field of Ethics Laws Specific Laws That Affect Retailers Government Response to Violations of Laws Continuing | |
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| Sherwin-Williams Company: Facing Legal Actions | |
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| WorldCom and the Legal Environment | |
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| Diversity and Trends in Retailing Diversity in the Retail Work Force Trends in Retailing Best Practices in Retailing Application: The IRM Flow Chart Continuing | |
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| Sherwin-Williams Company: Moving Forward | |
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| Office Depot Seeks to Diversify Its Pool of Workers | |
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| Careers in Retailing: Nine Dimensions for Job Acquisition | |
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| An In-Depth Case Study: Z-Tech, Inc. (dba Z-Coil) | |
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| Notes | |
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| Glossary | |
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| Name Index | |
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| Subject Index | |