L. I I Ll VJ NINTH EDITION MANAGEMENT Michael Levy, Ph D.
I\ Ii\ L. I IllVJNINTHEDITIONMANAGEMENTMichael Levy, Ph D.Babson CollegeBarton A. Weitz, Ph.D.University of FloridaDhruv Grewal, Ph.D.Babson CollegeMcGrawHillEducation
CONTENTSSECTION ITHE WORLD OF RETAILINGCHARTER 1INTRODUCTION TO THE WORLDOF RETAILING 4What Is Retailing? 7The Retailer's Role in a Supply Chain 7Retailers Create Value 7Costs of Channel Activities 8Retailers Perform Wholesaling and ProductionActivities 9Differences in Distribution Channels around theWorld 10Social and Economic Significance of Retailing 12Role in Developed Economies 12Corporate Social Responsibility 12Role in Developing Economies—The Bottom ofthe Pyramid 14The Growing Importance of Retailing andRetailers 14Evolution of the Retail Industry 14Retailing View 1.1: Grupo Elektra Improves theLifestyle of Latin America's Working Poor 15Role of Information Systems 17Management and Entrepreneurial Opportunities 17Management Opportunities 17CHARTER 2TYPES OF RETAILERS 34Retailer Characteristics 36Type of Merchandise 36Variety and Assortment 37Services Offered 39Prices and the Cost of Offering Breadth and Depthof Merchandise and Service 39Retailing View 2.1: Amazon: The Jack of All (Retail)Trades and Master of Many 40Food Retailers 40Supermarkets 42Supercenters 44Warehouse Clubs 45Convenience Stores 46Retailing View 2.2: Convenience Stores inJapan Are Different 47General Merchandise Retailers 48Department Stores 48Retailing View 2.3: Going Where theCustomers Are 50Full-Line Discount Stores 50Category Specialists 51Specialty Stores 52Retailing View 1.2: Sam Walton, Founder of Walmart(1918-1922) 18Entrepreneurial Opportunities 19The Retail Management Decision Process 20Understanding the World of Retailing—Section I 21Developing a Retail Strategy—Section II 22Implementing the Retail Strategy—Sections III and IV 24Whole Foods Market: An Organic and NaturalFood Supermarket Chain 25Retailing View 1.3: Whole Foods: The Birth of theOrganic Supermarket 26Ethical and Legal Considerations 28Summary 29Key Terms 30Get Out and Do It! 30Discussion Questions and Problems 31Suggested Readings 31Appendix 1A: Careers in Retailing 31Drugstores 54Extreme-Value Retailers 54Off-Price Retailers 55Service Retailing 56Differences between Serviceand Merchandise Retailers 58Types of Ownership 60Independent, Single-StoreEstablishments 60Corporate Retail Chains 61Franchising 61Retailing View 2.4: Tart Frozen Yogurt—The Sweet Franchise 62Summary 62Key Terms 63Get Out and Do It! 63Discussion Questions and Problems 64Suggested Readings 65XXV
CHARTER 3MULTICHANNELRETAILING 66Nonstore Retail Channels 68Internet Retailing Channels—Electronic andMobile Retailing 68Catalog Channel 69Direct-Response TV Channel 70Television Home Shopping Channel 70Direct Selling Channel 70Retailing View 3.1: Avon's Direct SellingChannel in Brazil 71Automated Retailing (Vending Machines)Channel 72Relative Benefits of Retail Channels 72Store Channel 72Catalog Channel 74Retailing View 3.2: Bass Pro Shops MakesShopping Fun 74The Internet Channel 75Retailing View 3.3: Helping Couples Get Ready forthe Big Day 76Comparison of Electronic and Mobile PhoneInternet Channels 79CHARTER 4CUSTOMER BUYINGBEHAVIOR 88The Buying Process 90Need Recognition 92Information Search 93Retailing View 4.1: The Internet Has Changed theCar-Buying Process 95Evaluation of Alternatives: The MultiattributeModel 97Retailing View 4.2: Do It Herself at Lowe's 100Purchasing the Merchandise or Service 101Postpurchase Evaluation 101Types of Buying Decisions 102Extended Problem Solving 102Limited Problem Solving 102Habitual Decision Making 103Social Factors Influencing the Buying Process 104The Economy 104Family 104SECTION IIChallenges Pacing MultiChannel Retailers 80MultiChannel Supply Chains and InformationSystems 81Centralized versus Decentralized MultichannelRetailing 82Consistent Brand Image across Channels 82Merchandise Assortment 82Pricing 82Reduction of Channel Migration 83Retailing View 3.4: Build-A-Bear Workshop UsesMultiple Channels to Enhance Its Image 83Multichannel Shopping in the Future 84Shopping Experience Scenario 84Supporting the Shopping Experience 85Summary 86Key Terms 86Get Out and Do It! 86Discussion Questions and Problems 87Suggested Readings 87Reference Groups 105Culture 106Retailing View 4.3: FinningConsumption Choices on OnlineReference Groups 106Market Segmentation 107Criteria for Evaluating MarketSegments 108Approaches for SegmentingMarkets 109Retailing View 4.4: Where GenderMatters—And Where It Doesn't 110Composite Segmentation Approaches 114Summary 115Key Terms 115Get Out and Do It! 116Discussion Questions and Problems 116Suggested Readings 117Appendix 4A: Customer Buying Behavior andFashion 117RETAILING STRATEGYCHARTER 5RETAIL MARKETSTRATEGY 122What Is a Retail Strategy? 124Definition of Retail Market Strategy 124Central Concepts in a Retail Market Strategy 125Target Market and Retail Format 125Building a Sustainable CompetitiveAdvantage 126Relationships with Customers—Customer Loyalty 127Retailing View 5.1: The IKEA Way 130Relationships with Suppliers 132Efficiency of Internal Operations 133Location 133Multiple Sources of Advantage 134Growth Strategies 134Growth Opportunities 135Retailing View 5.2: The Container Store—Building aCompetitive Advantage by Selling Products ThatMake Life Simpler 135actica
Growth Opportunities and CompetitiveAdvantage 137Global Growth Opportunities 138Attractiveness of InternationalMarkets 138Retailing View 5.3: Wet Markets inShanghai 139Keys to Success in Global Retailing 141Retailing View 5.4: 7-Eleven Is TrendyHangout in Indonesia 142Entry Strategie: 144The Strategie Retail FlanningProcess 144Step 1: Define the BusinessMission 145Step 2: Conduct a SWOTAnalysis 146Retailing View 5.5: Hot Topic Emphasizes ItsStrength in Indie Music 149Step 3: Identify Strategie Opportunities 150Step 4: Evaluate Strategie Opportunities 150Step 5: Establish Specific Objectives and AllocateResources 150Step 6: Develop a Retail Mix to Implement theStrategy 150Step 7: Evaluate Performance and MakeAdjustments 150Strategie Flanning in the Real World 151Summary 151Key Terms 152Get Out and Do It! 152Discussion Questions and Problems 153Suggested Readings 153CHARTER 6FINANCIAL STRATEGY 154Objectives and Goals 156Financial Objectives 156Societal Objectives 156Personal Objectives 157Retailing View 6.1: One for One to Achieve TOMSShoes' Societal Objectives 157Strategie Profit Model 158Retailing View 6.2: Macy's and Costco—SuccessfulRetailers Using Different Retail Strategies 159Profit Margin Management Path 161Retailing View 6.3: Cutting Costs at Costco 164Asset Management Path 165Combining the Profit and Asset ManagementPaths 167Retailing View 6.4: Private Equity Firms Invest inRetailers 168Implications for Improving FinancialPerformance 169Evaluating Growth Opportunities 170Profit Margin Management Path 170Asset Turnover Management Path 171Using the Strategie Profit Model to Analyze OtherDecisions 173Analysis of Financial Strength 173Cash Flow Analysis 173Debt-to-Equity Ratio 174Current Ratio 174Quick Ratio 174Setting and Measuring PerformanceObjectives 175Top-Down versus Bottom-Up Process 175Who Is Accountable for Performance? 176Performance Objectives andMeasures 176Types of Measures 176Assessing Performance: The Role ofBenchmarks 178Summary 179Key Terms 180Get Out and Do It! 180Discussion Questions and Problems 181Suggested Readings 181CHARTER 7RETAIL LOCATIONS 182Types of Retail Locations 184Unplanned Locations 185Freestanding Sites 185Urban Locations 185Retailing View 7.1: Magic Johnson BringsRetailing to the Inner City 187Main Street 188Shopping Centers and Planned Retail Locations 189Convenience, Neighborhood, and CommunityShopping Centers 190Retailing View 7.2: Simon Properties: The LargestShopping Center Management Company in theWorld 190Power Centers 191Enclosed Shopping Malis 191Lifestyle Centers 193Mixed-Use Developments 193Outlet Centers 194Theme/Festival Centers 194Larger, Multiformat Developments—Omnicenters 195Retailing View 7.3: For China s High-EndFashion Consumers, "Italy" Is Now Just aBullet Train Away 195Nontraditional Locations 196Pop-Up Stores and Other TemporaryLocations 196XXVII
Retailing View 7.4: Subway Goes toChurch 196Store-with i n-a-Store 197Merchandise Kiosks 198Airports 198Location and Retail Strategy 198Shopping Behavior of Consumers in Retailer'sTarget Market 199Density of Target Market 200Uniqueness of RetailOffering 200Societal and Legal Considerations 200Urban Sprawl 200Opposition to Big-Box Retailers 201Zoning 201Building Codes 202Summary 203Key Terms 203Get Out and Do It! 204Discussion Questions and Problems 204Suggested Readings 205CHARTER 8RETAIL SITE LOCATION 206Evaluating Areas for Locations and Determining theNumber of Stores in an Area 208Metropolitan Statistical Areas 208Considerations in Evaluating Store Locations 208Retailing View 8.1: Big Payoff from SmallTowns 210Number of Stores in an Area 211Considerations in Evaluating Store Locations 212Site Characteristics 212Retailing View 8.2: It Pays to Locate on the Right Sideof the Road 214Locations within a Shopping Center 216Trade Area Characteristics 216Trade Area Definition 217Factors Affecting the Size of the TradingArea 217Measuring the trade Area for a Retail Site 218Sources of Information about the Trade Area 218Competition in the Trade Area 221Estimating Potential Sales for a Store Site 222Huff Gravity Model 222Regression Analysis 223Analog Approach 224Illustration of Site Selection: Edward Beiner Purveyorof Fine Eyewear 225Step 1: Conduct Competitive Analysis 226Step 2: Define Fresent Trade Area 226Step 3: Identify Trade Area Characteristics 227Step 4: Match Characteristics of Present TradeArea with Potential Sites 227Negotiating a Lease 228Types of Leases 228Terms of the Lease 229Summary 230Key Terms 231Get Out and Do It! 231Discussion Questions and Problems 232Suggested Readings 233CHARTER 9Retailing View 9.2: Employment Branding atStarbucks 250Motivating Talent: Aligning Goals 251Retailing View 9.3: Pret A Manger Is Not Your TypicalFast-Food Restaurant 252Managing Diversity 256Retailing View 9.4: REI Employees Meet andCommunicate around the Campfire 257Legal Issues in Human Resource Management 258Equal Employment Opportunity 259Compensation 259Labor Relations 259Employee Safety and Health 260Sexual Harassment 260Employee Privacy 260Developing Policies 260Summary 261Key Terms 261Get Out and Do It! 262Discussion Questions and Problems 263Suggested Readings 263HUMAN RESOURCEMANAGEMENT 234Objectives of Human Resource Management 236HRM Performance Measures 236Challenges in Retail Human ResourceManagement 238Balancing the Human Resource Triad 238Expense Control 239Part-Time Employees 239Utilizing Diverse Employee Croups 239International Human Resource Issues 240Designing the Organization Structure for aRetail Firm 240Organization of a Single-Store Retailer 242Organization of a National Retail Chain 243Centralization and Coordination 245Retailing View 9.1: My Macy's—Combining theBenefits of Centralization and Decentralization 247Winning the Employee Talent War 248Employment Branding 249Developing Talent: Selection and Training 249
CHARTER 10INFORMATION SYSTEMSAND SUPPLY CHAINMANAGEMENT 264Creating Strategie Advantage through SupplyManagement and Information Systems 266Strategie Advantage 267Retailing View 10.1: Walmart Builds a GreenerSupply Chain 268Improved Product Availability 269Higher Return on Assets 269Retailing View 10.2: Zara Defivers Fast Fashion 270The Flow of Information and Merchandise in aSupply Chain 270Information Flows 271The Physical Flow of Merchandise—Logistics 273The Distribution Center 274Management of Inbound Transportation 274Receiving and Checking 275Storing and Cross-Docking 275Getting Merchandise Floor-Ready 276Preparing to Ship Merchandise to a Store 276Management of Outbound Transportation 276System Design Issues 277Outsourcing Logistics 277Push and Pull Supply Chains 278DCs versus Direct Store Delivery 278Reverse Logistics 279Drop Shipping 280Supply Chain for Fulfilling Catalog and InternetOrders 281Collaboration between Retailers and Vendors inSupply Chain Management 282Benefits of Coordination 282Using EDI 283Sharing Information 283Vendor-Managed Inventory 283Collaborative Flanning, Forecasting, andReplenishment 284Radio Frequency Identification Devices 284Benefits of RFID 285Retailing View 10.3: West Marine's Collaborationwith Its Vendors 285Retailing View 10.4: RFID at Lord & Taylor 286Summary 287Key Terms 288Get Out and Do It! 288Discussion Questions and Problems 289Suggested Readings 289CHARTER 11Effectiveness of Frequent-Shopper Programs 302Making Frequent-Shopper Programs MoreEffective 303Retailing View 11.4: InCirde Builds Neiman-Marcus'Share of Wallet 305Implementing CRM Programs 305Customer Pyramid 305Customer Retention 307Customer Conversion: Making Good Customersinto Best Customers 309Dealing with Unprofitable Customers 310Retailing View 11.5: American Girl MotivatesCustomers to Purchase Doli Add-Ons 310Summary 311Key Terms 312Get Out and Do It! 312Discussion Questions and Problems 312Suggested Readings 313CUSTOMER RELATIONSHIPMANAGEMENT 290The CRM Process 292Overview of the CRM Process 293Collecting Customer Shopping Data 293Customer Database 293Retailing View 11.1: Using Customer Data atKroger 294Identifying Information 295Privacy and CRM Programs 296Analyzing Customer Data and Identifying TargetCustomers 298Identifying the Best Customers 298Retailing View 11.2: Illustration of RFM Analysis 300Retail Analytics 299Retailing View 11.3: CVS Caremark Gains UsefulInsights from Its Customer Database 301Developing CRM through Frequent-ShopperPrograms 302SECTION IIIMERCHANDISE MANAGEMENTCHARTER 12MANAGING THE MERCHANDISEFLANNING PROCESS 316Merchandise Management Overview 319The Buying Organization 319Merchandise Category—The Flanning Unit 320Evaluating Merchandise ManagementPerformance 312Improving GMROI 323Merchandise Flanning Processes 324Types of Merchandise Management FlanningSystems 325Retailing View 12.2: Fast Fashion at Mango 326Forecasting Category Sales 327Forecasting Staple Merchandise 327Forecasting Fashion MerchandiseCategories 327XXIX
Retailing View 12.2: Weather's Effect on RetailSales 328Sales Forecasting for Service Retailers 330Developing an Assortiment Plan 331Category Variety and Assortiment 331Determining Variety and Assortiment 331Setting Inventory and Product AvailabilityLevel: 333Model Stock Plan 333Retailing View 12.3: Costco and Walmart: TwoApproaches to SKU Rationalization 334Product Availability 335Establishing a Control System for ManagingInventory 336Control System for Managing Inventory of StapleMerchandise 336Control System for Managing Inventory of FashionMerchandise 339Allocating Merchandise to Stores 340Amount of Merchandise Allocated 341Type of Merchandise Allocated 341Timing of Merchandise Allocation 342Retailing View 12.4: Customer-Centric MerchandiseAllocation at Saks Fifth Avenue 342Analyzing Merchandise ManagementPerformance 343Sell-Through Analysis: Evaluating the MerchandisePlan 343Evaluating the Assortiment Plan andVendors 344Summary 346Key Terms 347Get Out and Do It! 347Discussion Questions and Problems 348Suggested Readings 349CHARTER 13BUYING MERCHANDISE 356Brand Alternatives 358National Brands 358Store Brands 358Generic Brands 360National Brands or Store Brands? 360Retailing View 13.1: Kröger s Store Brands HaveIt All 361Buying National-Brand Merchandise 362Meeting National-Brand Vendors 362National-Brand Buying Process 364Developing and Sourcing Store-BrandMerchandise 364Developing Store Brands 364Sourcing Store-Brand Merchandise 365Retailing View 13.2: Chinese Government CreatesSpecialized Apparel Cities 365Retailing View 13.3: It Isn't Easy to Seil toWalmart 367Negotiating with Vendors 368Knowledge Is Power 369Negotiation Issues 369Tips for Effective Negotiating 371Strategie Relationships 373Defining Strategie Relationships 373Retailing View 13.4: Zappos ValuesRelationships with Its Vendors, theMerchandise Experts 375Building Partnering Relationships 374Maintaining StrategieRelationships 376Legal, Ethical, and Social Responsibility Issuesfor Buying Merchandise 377Legal and Ethical Issues 377Corporate Social Responsibility 381Retailing View 13.5: Buying Green onan Amazon-Owned Site 382Summary 383Key Terms 383Get Out and Do It! 384Discussion Questions and Problems 384Suggested Readings 384CHARTER 14RETAIL PRICING 386Pricing Strategie: 388High/Low Pricing 388Everyday Low Pricing 388Retailing View 14.1: Does Everyone Love anEveryday Low Price? 389Advantages of the Pricing Strategies 390Considerations in Setting Retail Prices 390Customer Price Sensitivityand Cost 390Retailing View 14.2: Turning Showroomingon Its Head 392Competition 394Pricing Strategies Used By Services Retailers 394
Retailing View 14.3: The Big Discounters' Pure PriceCompetition 395Setting Retail Prices 396Setting Prices Based on Costs 396Pricing Optimization Software 398Profit Impact of Setting a Retail Price: The Use ofBreak-Even Analysis 399Markdowns 400Reasons for Taking Markdowns 400Pricing Techniques for Increasing Sales andProfits 403Variable Pricing and Price Discrimination 403Retailing View 14.4: Just What Makes DynamicPricing So Appealing? 404Retailing View 14.5: Moving beyond ExtremeCouponing 405Leader Pricing 407Price Lining 408Odd Pricing 40SUsing the Internet and Social and Mobile Channelsto Make Pricing Decisions 409Legal and Ethical Pricing Issues 410Predatory Pricing 410Resale Price Mairrtenance 411Horizontal Price Fixing 411Bait-and-Switch Tactics 411Scanned versus Posted Prices 411Deceptive Reference Prices 412Retailing View 14.6: Is It Really 45 Percent Off? 412Summary 413Key Terms 413Get Out and Do It!414Discussion Questions and Problems 415Suggested Readings 415CHARTER 15Value of Brand Image 431Building Brand Ecjuity 432Retailing View 15.4: Building theJ.Crew Brand 433Flanning the Retail CommunicationProgram 436Establish Objectiv es 436Determine the CommunicationBudget 438Allocate the Promotional Budget 442Plan, Implement, and Evaluate CommunicationPrograms—Three Illustration: 442Summary 447Key Terms 447Get Out and Do It!448Discussion Questions and Problems 448Suggested Readings 449RETAIL COMMUNICATIONMIX 416Traditional Media Elements 419Mass Media Advertising 419Sales Promotions 421In-Store Marketing/Design Elements 422Personal Selling 423Public Relations 423New Media Elements 425Online Media 425Retailing View 15.1: Staples' Mobile Strategy:Reaching Customers through Smartphones 426Social Media 427Retailing View 15.2: Harnessing the Power of SocialMedia to Make Customers Happy 427Retailing View 15.3: YouTube and HSN 429Communications Programs Build Brand Images andCustomer Loyalty 431Brands 431SECTION IVSTORE MANAGEMENTCHARTER 16MANAGING THE STORE 452Recruiting, Socialization, and Training of StoreEmployees 454Recruting Employees 454Retailing View 16.1: Home Depot Centralizes ItsRecruitment Processes 457Socialization of New Store Employees 459Retailing View 16.2: Transition from Student toManagement Trainee 460Training Store Employees 460Motivating, Evaluating, Rewarding,and Compensating StoreEmployees 462Setting Goals to IVIotivate Employees 462Evaluating Store Employees and ProvidingFeedback 463Rewarding Store Employees 465Compensation programs 467Legal Compensation Issues 469xx
Leadership 469Types of Leader Behavior 469Leader Decision Making Style 469Maintaining Morale 470Sexual Harassment 471Controlling Costs 471Labor Scheduling 471Retailing View 16.3: Sheetz Increases OperatingEfficiency 472Store Maintenance 473Inventory Shrinkage 473Shoplifting 474Retailing View 16.4: Using Technology to StealMerchandise 477Summary 478Key Terms 479Get Out and Do It! 479Discussion Questions and Problems 480Suggested Readings 481CHARTER 17STORE LAYOUT, DESIGN, ANDVISUAL MERCHANDISING 482Store Design Objectives 484Implement the Retail Strategy 484Build Loyalty 484Retailing View 17.1: The Innovator Designs a Space,By and For the Geniuses 485Increase Sales on Visits 486Control Costs to Increase Profits 486Retailing View 17.2: Walmart Goes Green and LowersIts Energy Costs 487Legal Considerations—Americans withDisabilities Act 487Design Trade-Offs 488Store Design Elements 489Layouts 489Retailing View 17.3: A Hedonic Maze Filled withUtilitarian Products 491Signage and Graphics 493Feature Areas 495Space Management 497Space Allocated to Merchandise Categories 497Location of Merchandise Categories and DesignElements 498Retailing View 17.4: Marks & Spencer Automateswith Planograms 502Determining Store Size 503Visual Merchandising 504Fixtures 504Presentation Techniques 505Creating an Appealing StoreAtmosphere 507Lighting 507Color 507Music 508Scent 508Taste 509How Exciting Should a Store Be? 509Summary 510Key Terms 511Get Out and Do It! 511Discussion Questions and Problems 512Suggested Readings 513CHARTER 18CUSTOMER SERVICE 514Strategie Advantage through CustomerService 516Customer Service Approaches 519Retailing View 18.1: Self-ServiceCosmetics Counters for Those WhoWant to Do It Themselves 521Customer Evaluations of Service Quality 522Perceived Service 522Role of Expectations 523The Caps Model for Improving Retail CustomerService Quality 525Knowing What Customers Want:The Knowledge Gap 525Setting Service Standards: The StandardsGap 528Retailing View 18.2: Zappos Speaks with OneVoice 530Retailing View 18.3: The Waiting Game 531Meeting and Exceeding Service Standards: TheDelivery Gap 532Communicating the Service Promise: TheCommunications Gap 535Service Recovery 536Listening to Customers 536Providing a Fair Solution 537Resolving Problems Quickly 537Summary 537Key Terms 538Get Out and Do It! 538Discussion Questions andProblems 538Suggested Readings 539APPENDIXSTARTING YOUR OWN RETAIL BUSINESS 540
SECTION VCASESOverview Grid 5491 Tractor Supply Company Targets the Part-TimeRancher 5502 Build-A-Bear Workshop: Where Best FriendsAre Made 5523 Blue Tomato: Internalization of aMultichannel Retailer 5534 Staples Inc. 5555 The Decision-Making Process for Buying aBicycle 5566 Parisian Patisserie "Maison Laduree"Goes Global 5577 Retailing in India: The Impact ofHypermarkets 5588 Diamonds from Mine to Market 5609 Starbucks' Expansion into China 56110 Walmart: Pioneer in Supply ChainManagement 56411 Tiffany & Co. and TJX: Comparing FinancialPerformance 56512 Choosing a Store Location for aBoutique 56613 Hutch: Locating a New Store 56714 Avon Embraces Diversity 57215 Sephora Loyalty Programs: A Comparisonbetween France and the United States 57316 Attracting Generation Y to a RetailCareer 57417 Active Endeavors Analyzes Its CustomerDatabase 57518 Mel's Department Store under NewManagement 57619 Developing an Assortment Plan forHughes 57720 Preparing a Merchandise Budget Plan 57821 Kroger and Fred Meyer: Sourcing Productsin a Global Marketplace 57922 Target and Its New Generation ofPartnerships 58123 American Furniture Warehouse SourcesGlobally 58224 Are Customers Addicted to Sales atJCPenney? 58425 How Much for a Good Smell? 58626 Promoting a Sale 58627 Target Marketing with Google AdWords 58728 Enterprise Rent-A-Car Focuses on ItsPeople 58829 Diamond in the Rough 58930 A Stockout at Discmart 59031 Customer Service and RelationshipManagement at Nordstrom 59132 Zipcar: Delivering Only as Much Driving as YouWant 59233 Building the Apple Store 59434 Generating Advertising Revenue from aDigital Screen Network at Harrods ofLondon 59535 Yankee Candle: New Product Innovation 59636 PetSmart: Where Pets Are Family 59837 Lindy's Bridal Shop 59938 Interviewing for a Management TraineePosition 601Glossary 605Notes 622Photo Credit: 645Index 647xxxiii
Step 2: Conduct a SWOT Analysis 146 Retailing View 5.5: Hot Topic Emphasizes Its Strength in Indie Music 149 . Analysis of Financial Strength 173 Cash Flow Analysis 173 Debt-to-Equi
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