Submitted by Josiane schunck (josianegschunck@gmail.com) on 2017-01-13T10:11:04Z No. of bitstreams: 1 Mercadologia - Schunck -Dissertação.pdf: 1017067 bytes, checksum: 12fbc30e8ddb1a94080b4b7fe084f228 (MD5) / Approved for entry into archive by Fabiana da Silva Segura (fabiana.segura@fgv.br) on 2017-01-13T14:06:39Z (GMT) No. of bitstreams: 1 Mercadologia - Schunck -Dissertação.pdf: 1017067 bytes, checksum: 12fbc30e8ddb1a94080b4b7fe084f228 (MD5) / Made available in DSpace on 2017-01-13T14:12:24Z (GMT). No. of bitstreams: 1 Mercadologia - Schunck -Dissertação.pdf: 1017067 bytes, checksum: 12fbc30e8ddb1a94080b4b7fe084f228 (MD5) Previous issue date: 2016-12-20 / The concept of direct selling is defined as a way of marketing products through personal contact without fixed business location (Peterson & Wotruba, 1996). In the industry of personal care, perfumery and cosmetics direct sales channel represents 25% of total revenue in Brazil, but there are companies that operate with several of them and coexisting distribution models that can go from department stores, drugstore and e-commerce. The representativeness of some of these sales channels begins to grow and, considering the direct selling model, the role of the independent sales representative is fundamental so that Direct Sales companies can access the consumer and remain competitive. DS companies depend on the representative actions, being the reason they have developed initiatives that aim to improve their performance. In this way, studying the role of the sales representative can bring contributions to the literature once in previous studies, although they were done with representatives, it could not observed this new context of the industry. The subject of study of this work was the direct sales representatives who commercialize several brands of cosmetics produced by different direct sales companies. The objective of this research was to understand if there is a causal relationship between the representative satisfaction, the activities she or he does during the sales process such as sales management, channel management and the effort she or he has to. It also aimed, once this effort is identified, to understand the relationship of it with the sales performance and outcome representative. A survey was sent to a group of representatives in Brazil and 1,243 responses were obtained. Based on these responses, Exploratory (AFE) and Confirmatory (AFC) Factorial Analysis and a Structural Equations Model (MEE) was developed to illustrate this relationship among variables. The Expectancy Theory was used to understand the relationship between Effort, Performance and Rewards from the perspective of the representative. The results showed that channel management is the factor that most influences the representative effort, it has a strong relationship with its performance, and outcome, confirming the Expectancy Theory applies for the direct sales business model. The analysis also allowed us to conclude that channel management and sales management are important points, since the representative, who acts as a channel him or herself, is not yet prepared or considered. Direct selling companies need to develop their independent sales representatives as marketing channel, to generate competitiveness in a multichannel environment direct sale is inserted. / O conceito de venda direta é descrito como um meio de comercialização de produtos através de contato pessoal sem um ponto fixo (Peterson & Wotruba, 1996). Na categoria de higiene pessoal, perfumaria e cosméticos (HPPC) a venda direta representa 25% das vendas, porém, existem empresas que operam com diversos modelos de distribuição que variam desde lojas especializadas, venda em farmácias, drogarias e supermercados até o e-commerce. A representatividade de alguns desses canais começa a crescer, e no modelo de venda direta, o papel do revendedor é fundamental para que as indústrias possam acessar o mercado consumidor e continuar competitivas. As empresas dependem da atuação do revendedor, e por isso têm proposto iniciativas que objetivam a melhoria do desempenho deste agente independente de vendas. Portanto, estudar o papel do revendedor pode trazer contribuições para a literatura, uma vez que estudos anteriores, apesar de estudarem o revendedor, não puderam observar este novo momento para o setor. O objeto de estudo desse trabalho foi revendedores de venda direta que comercializam marcas de cosméticos fabricadas por diferentes empresas de vendas diretas. O objetivo desta pesquisa foi entender se existe relação de causalidade entre satisfação do revendedor, e as atividades que ele desempenha no processo de vendas e como intermediário, como por exemplo, gestão de vendas, canal e o esforço, e identificado o esforço, qual a relação desta variável com o desempenho e o resultado do revendedor. A pesquisa foi enviada para todo o país e foram obtidas 1.243 respostas. Com base nessas respostas foram realizadas Análise Fatorial Exploratória (AFE) e Confirmatória (AFC) e gerado um Modelo de Equações Estruturais (MEE) desta relação. A Teoria da Expectância foi utilizada para entender a relação entre Esforço, Desempenho e Recompensa na visão do revendedor. Os resultados mostraram que a gestão de canal é o fator que mais influencia o esforço do revendedor, que tem forte relação com seu desempenho, confirmando a teoria da Expectância também na venda direta. As análises permitiram concluir também que a gestão de canal e a gestão de vendas, são pontos importantes, pois este revendedor que desempenha o papel de canal, ainda não está preparado e nem sendo tratado como um canal. As empresas de venda direta precisam se desenvolver na gestão deste agente como um canal, para gerar competitividade em um ambiente multicanal ao qual a venda direta está inserida.

Avec plus de 57 milliards d’€ de CA en France en 2014, le e-commerce continue à se développer, tant en volume qu’en nombre d’acteurs. Pourtant peu d’industriels se lancent dans le e-commerce, alors que les théories économiques suggèrent que ceux-ci devraient intégrer les fonctions d’intermédiation dès lors qu’il est capable de les effectuer à un coût moindre que des opérateurs extérieurs.Dans cette recherche, nous explorons les freins des industriels du secteur de l’électrodomestique vis-à-vis du e-commerce et suggérons que, conformément à la théorie de la concurrence multipoints, les industriels évitent de commercialiser leurs produits sur Internet dans un souci de stabilité de leur système de distribution. Des résultats de notre recherche, nous mettons en évidence les facteurs de création du conflit dans ce contexte, ce qui nous conduit à formuler des recommandations à l’égard des managers qui envisageraient l’ouverture d’un site marchand. / With more than 57 billion € turnover in France in 2014, the e-commerce continues to grow, both in volume and number of players. Yet few manufacturers are engaging in e-commerce, while economic theories suggest that they should integrate intermediation functions as soon as they are able to perform at a lower cost than external operators.In this research, we explore why the household appliance industry sector do not launch e-commerce site and suggest that, according to the multipoint competition theory, they do so in order to avoid coercion from the traditional distribution system. From the results of our research, we emerge factors that create conflict in this context, which leads us to make recommendations in respect of managers who would consider opening a retail website.

Die Interaktion zwischen Kunden und Banken unterliegt einem Wandel. Im Zuge der Medienkonvergenz verschmelzen die Inhalte und Services einzelner Endgeräte (Smartphone, Tablet PCs, etc.) schliesslich in einem Endgerät. Die Konvergenz verändert die Kommunikation und Interaktion und bewirkt, dass der Bezug von Inhalten ständig, simultan und überall möglich ist. Der technologische Fortschritt sowie das veränderte Kundenverhalten tragen zu einem vermehrten Kanalwechsel bei. Die Unternehmen sind gefordert die online und offline Kanäle zu integrieren. Dies führt zu sogenannten „No-Line Systemen“, die sich durch eine maximale Konvergenz auszeichnen und eine hybride Kundeninteraktion ermöglichen. Motiviert durch die beschriebene Konvergenz fokussiert die vorliegende Arbeit die Ausgestaltung einer hybriden Kundeninteraktion am Beispiel der Bankindustrie. Die Arbeit identifiziert Auslöser, die zu einem Kanalwechsel führen, und leitet anhand dessen, basierend auf der Wissenschaft und Praxis, die Anforderungen an eine hybride Kundeninteraktion zur Unterstützung des Kanalwechsels ab. Die Auslöser und Anforderungen von Kanalwechseln ergeben die Entwurfsmuster zur Unterstützung von Kanalwechseln. Zur Darstellung möglicher Implikationen einer hybriden Kundeninteraktion untersucht die Arbeit eine praxisorientierte Tabletlösung aus dem Bereich Anlegen. Hierzu werden die Veränderungen einer Tablet-gestützten Kundeninteraktion im Beratungsprozess beschrieben. Zur Demonstration der Ergebnisse entwickelt die Arbeit einen Prototyp. Dieser veranschaulicht eine weitere mögliche Ausgestaltung sowie den Nutzen einer hybriden Kundeninteraktion.

In this dissertation, I explore some facets of the strategic interaction between brand equity and distribution channels. Specifically, I examine how brand equity influences the firm’s channel governance and channel management strategies. In this regard, I address the following two general research questions: (a) does a firm’s brand equity influence the way it governs its distribution channel? How? (b) Does a firm’s brand equity influence the way it manages its distribution channel? How? Using a wide assortment of archival data sources (e.g., Bond's Franchise Guide, Entrepreneur’s Franchise 500, Factiva, LexisNexis, University of Chicago’s Center for Research in Security Prices, Compustat, Statista, firms’ annual reports, Bloomberg and Wall Street Journal databases, and companies’ official websites), two large multi-year data sets, a variety of econometric techniques (e.g., Event Study, Multiple Regression, Probit, Multi-level Mixed-Effects Linear Models, Multinomial Logistic Regression, Generalized Linear Models, Multinomial Probit, Maximum Likelihood, Bayesian Panel Vector Autoregression), and drawing on several theories from marketing, economics, business law, and strategic management, I uncover some interesting strategic interactions taking place at the brand-channel interface. This dissertation comprises five chapters: three empirical studies (chapters 2, 3, and 4), an introduction, and a conclusion chapter. In the introduction chapter, I provide a snapshot of the current state of knowledge in the brand-channel interface research domain and illustrate how I situate this dissertation within that body of research. Besides, I provide a more nuanced view about the specific research questions each study addresses and a glimpse into the findings and implications of each study, as an entry to the dissertation. In chapter 2, using a large panel data set of North American, franchise-level annual observations for the period from 2001 to 2009, I assess the causal link between brand equity and channel governance structure, and discuss the managerial implications of this relationship in the areas of channel governance and capital allocation decision-making. In chapters 3 and 4, I stay within the same overarching theme of this dissertation and delve into a business phenomenon taking place at the brand-channel interface – gray markets. Despite the interdisciplinary research interest in gray markets, it remains one of the least empirically researched topics in business management due to the well-known data accessibility issues. To circumvent those data barriers that impede empirical research on gray markets, I adopt a novel approach for data collection and analysis. To that end, I study the gray market combating behavior of more than 3,000 public companies, company-by-company, for a period of twenty years. Then, using a collection of archival data sources I assemble a unique data set to use in my analyses. In chapter 3, I undertake the first empirical inquiry into the effect of gray market combating on firm performance and the contingencies that govern this effect. In chapter 4, I conduct a comprehensive review of the gray market combating mechanisms present in the literature, review available theoretic arguments about them, posit theoretical relationships, and conduct the first assessment of the financial efficacy of those different combating mechanisms. Then, I identify a number of firm-level factors that may drive the firm’s choice of gray market combating mechanism. The findings of these two studies address some long-standing, focal research questions in the gray market literature, provide managers with many valuable, actionable insights and recommendations, and put before policymakers some novel, revealing scientific evidence that may help them in dealing with the gray market controversy (e.g., whether the net impact of gray markets on firm performance and social welfare is benign or harmful, the necessity and/or merit of an active legislative role). The conclusion chapter closes this dissertation by reflecting on the new knowledge created by this research and highlighting its significance to theory, practice, and policymaking. / Thesis / Doctor of Business Administration (DBA) / The relationship between brand equity and distribution channel strategy is recognized in practice and is of particular interest to senior managers. However, research in marketing on the topic is scant and our understanding of this relationship remains limited. This dissertation endeavors to advance our knowledge in that area by investigating how a firm’s brand equity affects its channel management and channel governance behavior. Using a variety of research methods and statistical techniques, along with two large multi-year, multi-sector data samples, I document some interesting strategic interactions taking place at the brand-channel interface. Notably, I detect a causal influence for brand equity on the way a firm governs its distribution network. Additionally, I observe that brand equity is not only a major driver of certain strategic channel management initiatives (e.g., gray market combating), but also a key determinant of the financial efficacy of those initiatives. The findings of this research pose significant implications for theory, practice, and policymaking and address some questions that puzzled practitioners and scholars for more than three decades.

Text in Afrikaans, abstract in Afrikaans and English / Suid-Afrika het ongekende verstedeliking ervaar en agtergeblewe verbruikers het hulle in gebiede in en om stede gevestig. Steeds toenemende verstedeliking veroorsaak enersyds probleme aangesien basiese infrastruktuurvoorsiening (elektrisiteit, water, en riool) ontbreek. Andersyds laat die afwesigheid van formele kleinhandelsfasiliteite in die agtergeblewe gebiede die vraag ontstaan wat hierdie verbruikers se behoefte aan afsetpunte behels. 'n Ewekansige-waarskynlikheidsnavorsingstudie met 'n steekproef van 300 huishoudings, 'n vraelys, en persoonlike onderhoude is onderneem om die agtergeblewe verbruikers in die Soshanguve gebied se behoeftes na kleinhandelsafsetpunte te bepaal. Die bevinding is dat die meeste verbruikers buite hul woongebied werksaam is, 'n gemiddelde inkomste van tot R2 000 per maand verdien, en dat taxi's die hoofvervoermiddel is. Kleinhandelsaankope word hoofsaaklik in Pretoria en Mabopane gedoen. Daar bestaan wel 'n behoefte na formele kleinhandelsafsetpunte, veral vir bederfbare produkte en kruideniersware soos voorsien deur bekende kleinhandelsintellings soos die OK Bazaars. Die ondersoek bevestig dat Soshanguve kleinhandelsbeleggingsgeleenthede bied vir verskeie kleinhandelsfasiliteite. / South-Africa experienced unknown urbanisation and disadvantaged consumers flocked to the cities. Continuous urbanisation causes infrastructural problems such as a lack of electricity, water, and sewerage facilities. The absence of formal retail outlets in these areas poses the question what retailing needs these consumers do have. A simple random probability research study with a sample of 300 households, a questionnaire, and personal interviews was used to determine the disadvantaged consumers' needs for retail outlets in the Soshanguve area. The results indicate that most consumers work outside Soshanguve, earn an average of up to R2 000 per month, and use taxi's as a means of transportation. Retail purchases are made in Pretoria and Mabopane. There is a definite need for formal retail outlets, especially for perishables and groceries as provided by retailers such as OK Bazaars. The research confirms that there are retail investment opportunities in Soshanguve for the establishment of various retail facilities. / Business Management / M. Comm. (Business Management)

中國，最近幾年每年都是以9-10%經濟成長在成長著， 經濟學者們對中國的經濟成長，仍然預測未來10-15年，中國仍然將以每年9-10%的持續高成長，則內需市場亦將持續擴大；從行銷上來看，中國正由“世界的工廠”走向到“世界的市場”，因為中國內需市場的高成長率，已經成為世界主要的高成長消費市場之一。 然而在高成長的市場，市場佔有率是品牌發展的著重點，大多數品牌在中國的行銷管理上尤其著重於佈局渠道的發展與管理；而其中渠道管理更是重點中的重點。因而本論文中將探討的是，如何運用渠道銷售數據來制定市場決策，提升及優化市場行銷的效益。 本研究將以某中國品牌為例，透過其零售點的POS數據，分析並與發現其市場議題，協助市場決策的的制定及行銷策略的擬定。在數據分析上將涵蓋：總體銷售（進/銷/存）分析、零售分析、銷售結構分析，零售點價值分析等四大部分，以銷售數據實際列舉其市場議題，瞭解其現況，並探究其可能的行銷解決方案和市場決策。 / China has been enjoying an annual economic growth of 9–10% in recent years. Economists are predicting that China will continue its growth at 9–10 % per year in the next 10–15 years. In addition, domestic demands will also keep growing. Such a prediction can be interpreted in Marketing terms into the fact that China is transforming from "World's Factory" into "World's Market". China's domestic market has become one of the major consumer markets with high growth in the world. In a market of high growth rate, market shares of a brand are the focus of brand marketing. Most brands in China focus its marketing efforts on the development and management of channels. Of the two, management of channels is more important. This thesis, therefore will discuss how to determine marketing strategies for their utmost efficiency with the sales statistics gathered from all channels. This research will be based on the statistics gathered from the POS of a certain brand in China. It will analyze the numbers and discovers points of interests to plan for the strategies for markets. The analysis of the statistics include: Overall Sales Analysis (Purchase/Sales/Inventory), Retail Analysis, the Analysis of sales structures, Analysis of Value at the POS. With these analyses, point of interests, current status can be discovered, marketing solutions and strategies can be made.

臺灣地區蘊藏的天然資源不多，對外銷的倚賴度偏高；而國際化過程中，密切掌握顧客的需要，做好價值單元的管理，是企業得以成功的關鍵；而就近年來宏基、統一等企業購併歐美公司的案例來看，通路往往是企業最主要的考量；行銷通路是生產者與消費者之間主要連結的管道，而這种管道的建立通常必須花費相當多的時間與資本，是其他競爭對手不易模仿者，可形成企業的競爭優勢。本研究嘗試以內外部環境因素、通路管理、通路績效對國際行銷通路進行探討，希望能達成以下目的： 1.探討內外部環境因素對通路結構、政策及通路管理的影響。 2.探討通路結構、政策、通路管理的決策。 3.探討通路結構、政策與通路管理對通路績效的影響。 4.探討企業體進行國際化時，通路結構、政策與通路管理方式的變化與演變，以及對通路績效的影響。 本研究採用個案研究法進行，以我國的高科技產業，特別是電子資訊業具有外銷實績的廠商作為研究的對象。研究結果發現： 就通路結構而言：當地通路結構反映了當地顧客的消費行為，因此與當地通路結構的搭配極其重要；應使企業資源、規模與市場規模間密切的配合，以發揮競爭上的優勢；較小的企業可選擇採出口、經銷商、分公司等循序漸進的方式進入市場，在獲利與風險間取得一個平衡；重視產品特性與通路管理間的組合，視產品特性選擇不同的通路長度。通路商的選擇則以銷績效、信用與財務狀況最受重視，而綜效的發揮也是企業先擇通路夥伴時重要的考量之一。 而就通路管理而言，高控制力的通路一般擁有較佳的績效；而其中實質的作業支援是對強化通路成員關係最直接的方式；近年來資訊業來逐次降價的趨勢，使通路管理中的價值單元管理更為重要；而當企業因企業的發展而須對通路結構進行調整時，原有通路結構與成員的管理問題須格外注意。 / For lack of Natural Resoure in Taiwan, the dependency of exporting is much higher; It is the key successful factor that a copany keep the needs of customers and execute value-chain management well in the process of internationalization; It is channel why some well-known companies, such as Acer Group, President Group etc., merged foreign companies; Marketing channels is the way to connect producers and customers, difficult to build, costing and time-consuming, theefore, it can become the competitive advantage. In the research, internal and external environment factors, channel structure, channel management, channel performance will be discussed. The major objects includes: 1. discuss the effects among environment factors, channel structures channel policies, and channel management. 2. discuss the decisions of channel structuresm channel policies,and channel management. 3. discuss the effects of channel structures, channel policies, and channel management to channel performance. 4. discuss the changes of channel structures, channel policies, and channel management in different stages of internationalization. The research is analyzed through cade study, and the primary data were collected form hi-tech manufacturers, especially from computer and electronic manufactures. The empirical findings are summarized as follows: For channel Structures: The channel structures reflect local buying behaviors, then a company should depend on comany resources and company size to select the best mode to enter. A small-scale company could enter a foreign market through exporting, distributors, branch offices, step by step; in other words, the optimal entry mode is considering between profits and risks. The channel length depends on the complexity of products. The most important factors to select channel members are selling performance and credit status, moreover, the synergy effect is another key factor. For Channel Management: The channel in higher control performs better generally. The relationship among channel members could be hardened by substantial operation support directly. Recently, it is common for the prices of electronic products to slump step by step, thus the value-chain management is more important. Facing the changing of channel structures, it should pay more attention to the channel management of original members.

中小企業相對國際企業缺乏資金、人才與經銷通路管理經驗，當進軍國際市場時，絕大部分依賴當地的中間商，因此，選擇合適的中間商是關鍵成功因素之一。 本研究以某台灣電腦機殼公司在北美洲為研究個案，該公司強調「以誠信為基礎的通路策略」與成為「通路掛帥」的公司為目標。本研究探討其進軍國際市場時的通路決策制定過程，其中企業目標與通路策略，對通路設計決策與通路管理有深度的影響力。 另通路結構的長度、寬度及密度是關鍵的策略意圖，足以影響未來通路運作的效率。在通路管理上，提供通路成員訓練、行銷宣傳支援、激勵方案、績效評估等來協助通路成員達成預期的目標。 此外，面對外在經營環境變化與內在營運模式的調整，個案公司採用選擇性通路，以降低通路衝突的機率並提升通路效力。公司在調整通路結構時，改變通路成員的質與量，以達到地理區域的涵蓋度與深耕特定目標市場的目的。同時並採用「與巨人共舞，以小博大」的通路策略，對於選定的少數且極其重要的通路成員採取「深耕、做大」策略。研究中發現大型經銷通路商對於「以誠信為基礎的通路策略」比較認同，且對於個案公司建立通路管理制度的要求全力配合，其通路績效更佳。 最後提出對個案公司的建議: 1.高階主管需參與執行並貫徹「以誠信為基礎的行銷通路策略」。 2.面對快速變遷的外在環境與市場競爭情境，策略的生命週期變短，公司必需隨時檢視、修正或調整國際通路策略。 3.透過企業內部教育訓練，培養高階主管與資深團隊的通路管理能力。 4.台灣總公司OEM/ODM業務與北美全球性經銷商的衝突，亟需建立溝通協調與管控機制。 / Small- and medium-sized enterprises (SMEs), in contrast to large multinational corporations, often lack the financial resources, exposure, and expertise in product distribution channel management. When entering a foreign market, SMEs often have to rely heavily on channel partners. Consequently, selecting the appropriate channel partners is one of the key success factors in channel management. This study examined a medium-sized Taiwanese PC enclosure company as it sought to expand in the North American market. To this end, the company adopted an integrity-based channel management strategy and strived to become a channel champion. The internal decision-making processes for channel partner selection were outlined and the influences of the company objectives on its channel design were analyzed. Furthermore, considerations on the length, width, and density – three important factors to an efficient channel strategy – were introduced. Lastly, methods to support channel partners in the form of product training, marketing and promotional support, incentive programs, and an appropriate performance appraisal system were discussed. To maximize channel efficiency and reduce potential conflicts between channel partners, the company employed a tiered channel strategy. Extending the geographic coverage and penetrating key select markets was achieved by carefully selecting channel partners after weighing in the quality of their downstream distribution channels and their sales volume. Revenue growth in select markets was achieved by leveraging the strengths of a few competent channel partners. These channel partners have subsequently recognized the benefits of the integrity-based channel management strategy and are more committed to fulfilling their roles within the overall auspices of the channel distribution system. Recommendations to the company based on the research findings are the following: 1.The management should be involved and be committed to the implementation of the integrity-based channel management strategy. 2.In the face of constant changes in the business environment, channel strategy should be reviewed and revised anytime. 3.Internal training to senior management to raise their capability of channel stewardship. 4.Establish a mechanism to resolve potential conflicts between Taiwanese OEM/ODM sales team and channel partners in North America.

Text in Afrikaans, abstract in Afrikaans and English / Suid-Afrika het ongekende verstedeliking ervaar en agtergeblewe verbruikers het hulle in gebiede in en om stede gevestig. Steeds toenemende verstedeliking veroorsaak enersyds probleme aangesien basiese infrastruktuurvoorsiening (elektrisiteit, water, en riool) ontbreek. Andersyds laat die afwesigheid van formele kleinhandelsfasiliteite in die agtergeblewe gebiede die vraag ontstaan wat hierdie verbruikers se behoefte aan afsetpunte behels. 'n Ewekansige-waarskynlikheidsnavorsingstudie met 'n steekproef van 300 huishoudings, 'n vraelys, en persoonlike onderhoude is onderneem om die agtergeblewe verbruikers in die Soshanguve gebied se behoeftes na kleinhandelsafsetpunte te bepaal. Die bevinding is dat die meeste verbruikers buite hul woongebied werksaam is, 'n gemiddelde inkomste van tot R2 000 per maand verdien, en dat taxi's die hoofvervoermiddel is. Kleinhandelsaankope word hoofsaaklik in Pretoria en Mabopane gedoen. Daar bestaan wel 'n behoefte na formele kleinhandelsafsetpunte, veral vir bederfbare produkte en kruideniersware soos voorsien deur bekende kleinhandelsintellings soos die OK Bazaars. Die ondersoek bevestig dat Soshanguve kleinhandelsbeleggingsgeleenthede bied vir verskeie kleinhandelsfasiliteite. / South-Africa experienced unknown urbanisation and disadvantaged consumers flocked to the cities. Continuous urbanisation causes infrastructural problems such as a lack of electricity, water, and sewerage facilities. The absence of formal retail outlets in these areas poses the question what retailing needs these consumers do have. A simple random probability research study with a sample of 300 households, a questionnaire, and personal interviews was used to determine the disadvantaged consumers' needs for retail outlets in the Soshanguve area. The results indicate that most consumers work outside Soshanguve, earn an average of up to R2 000 per month, and use taxi's as a means of transportation. Retail purchases are made in Pretoria and Mabopane. There is a definite need for formal retail outlets, especially for perishables and groceries as provided by retailers such as OK Bazaars. The research confirms that there are retail investment opportunities in Soshanguve for the establishment of various retail facilities. / Business Management / M. Comm. (Business Management)

With the rise of the Internet and the emergence of online shopping, traditional retailing has transformed substantially. Retailers have developed multichannel strategies and, in particular, have integrated their offline channels with online channels. Such an integration of offline and online channels is associated with the concept of cross-channel integration. This cumulative dissertation aims to investigate cross-channel integration holistically from a demand point of view and a supply point of view. It consists of four independent studies embedded in an overarching introduction and conclusion part. The first study provides the conceptual base by conducting a systematic literature review. It identifies, analyzes, structures, and extracts 169 publications in the research field of cross-channel integration and concludes by suggesting two dominant paths for future research. These two research directions are addressed in three subsequent empirical studies. One empirical study focuses on the consumer perspective by investigating channel switching behavior. It finds that customers have a fundamental need for certainty within and after the buying process when it comes to channel switching. The remaining two studies are related to the supply side of cross-channel integration and investigate effects of strategies, retailers can deploy when integrating channels. One study assesses the profitability of a channel addition. It establishes that adding an offline store to online channels increases profits absolutely, but reduces the profit margin in the short run. The other study related to the supply side conceptualizes cross-channel technologies along the customer’s purchase process and experimentally assesses one of these technologies. Finally, based on the insights of the four independent studies, the dissertation concludes by summarizing the contribution and by deriving overarching implications for researchers and practitioners, the latter are equipped with a checklist for cross-channel integration.