The Thesis looks into problems of in-store communication from Brief of POS to final placement at the store. The core of the Thesis is to reveal non-efficient fields of otherwise very successful tools. The goal is to verify hypothetic problems which influence full effectiveness of POS tools at retail stores. The Thesis brings a different frame of reference and tries to reveal problems and make them visible, but to find out solutions as well. The results are supported by researches from 3 different fields. They are the customer research, the supplier and POS implementer research, and retail research (hypermarket). The methods used are observation, interview (personal and questionnaire) and assisted shopping. Confirmed problems which follow from researches and influence the effectiveness of POS are these: no certain definition of POS goals; inadequate attractiveness of POS for customers; low-cost production instead of creativity and originality; no harmony between material of display and exposed products and bad cooperation between all subjects within process of POS.

yes / Abstract Purpose: The best possible way for brick-and-mortar retailers to maximise engagement with personalised shoppers is capitalising on intelligent insights. The retailer operates differently with diversified items and services, but influencing retail atmospheric on personalised shoppers, the perception remains the same across industries. Retail atmospherics stimuli such as design, smell and others create behavioural modifications. The purpose of this study is to explore the atmospheric effects on brick-and- mortar store performance and personalised shopper’s behaviour using cognitive computing based in-store analytics in the context of emerging market. Design/methodology/approach: The data are collected from 35 shoppers of a brick-and-mortar retailer through questionnaire survey and analysed using quantitative method. Findings: The result of the analysis reveals month-on-month growth in footfall count (46%), conversation rate (21%), units per transaction (27%), average order value (23%), dwell time (11%), purchase intention (29%), emotional experience (40%) and a month-on-month decline in remorse (20%). The retailers need to focus on three control gates of shopper behaviour: entry, browsing and exit. Attention should be paid to the cognitive computing solution to judge the influence of retail atmospherics on store performance and behaviour of personalised shoppers. Retail atmospherics create the right experience for individual shoppers and forceful use of it has an adverse impact. Originality/value: The paper focuses on strategic decisions of retailers, the tactical value of personalised shoppers and empirically identifies the retail atmospherics effect on brick-and-mortar store performance and personalised shopper behaviour.

Submitted by ADELSON FERREIRA DA SILVA JUNIOR (adelsonj@uol.com.br) on 2016-09-16T18:54:53Z No. of bitstreams: 1 DISSERTAÇÃO Adelson Ferreira da Silva Junior.pdf: 4169013 bytes, checksum: bcfbf6d0b752b78c43041727b0b29f0a (MD5) / Approved for entry into archive by Pamela Beltran Tonsa (pamela.tonsa@fgv.br) on 2016-09-16T18:58:10Z (GMT) No. of bitstreams: 1 DISSERTAÇÃO Adelson Ferreira da Silva Junior.pdf: 4169013 bytes, checksum: bcfbf6d0b752b78c43041727b0b29f0a (MD5) / Made available in DSpace on 2016-09-16T19:36:55Z (GMT). No. of bitstreams: 1 DISSERTAÇÃO Adelson Ferreira da Silva Junior.pdf: 4169013 bytes, checksum: bcfbf6d0b752b78c43041727b0b29f0a (MD5) Previous issue date: 2016-08-29 / This dissertation seeks to deepen the understanding of how the phenomenon of prejudice and racial discrimination is developed, perceived and faced in brick and mortar stores during the consumer and seller interaction. The comparison of existing knowledge in the literature, combined with an interpretative qualitative empirical research performed with black consumers in the metropolitan area of São Paulo, has generated valuable contributions to the understanding of the theme in question, and to put in question current consumer approach practices adopted by the retailers. It is found that this phenomenon, in the way it is perceived in the context of this research, in some cases shows different of some proposals presented in the literature. Among the four main themes that emerged, some aspects are highlighted: 1) while recognizing the existence of the phenomenon and despite the reports that make them evident, most respondents hesitate and deny its occurrence with themselves, transmitting great discomfort in dealing with the issue; 2) it is noticed that the mechanisms of social categorization based on social identity theory (SIT), the theoretical framework adopted in this research, operate in the context studied, but are insufficient to understand how being the agent (the seller) of the same group (ingroup) of the target (the final consumer) discriminatory behaviors are still perceived against them; 3) given the perception that the phenomenon manifests itself in its most subtle forms, the main dilemma experienced by respondents is to distinguish a bad service from a discriminatory treatment; and 4) besides the prevalence of passive reactions to the phenomenon, there is great importance attached by respondents to the appearance and self-image adjustments, as a defense mechanism to deal with possible incidents of prejudice and discrimination. The phenomenon in question in the retail environment is a serious problem that mainly affects the target, but also impacts everyone involved and seems to pervade other social spheres. The difficulties to face it range from the dubious way by which it usually manifests, hindering its recognition, to the often seemingly passive reactions from the target. From these findings, the dissertation draws attention to the relevant and unpublished aspects on consumer-seller interaction in physical stores, not yet explored in the Brazilian context and that need to be deepened. As managerial implications, the research calls attention of the retailers about the importance of formulating strategies to prepare physical stores sales teams to face properly the threats posed by the phenomenon. Finally, in terms of public policies, the results contribute to the improvement of not only educational communication efforts aimed to a fairer consumption relationship between consumers and sellers, but also to reduce the existing and still intense phenomenon of racial prejudice and discrimination in Brazil. / Esta dissertação busca aprofundar o entendimento sobre como se manifesta, é percebido e enfrentado pelos consumidores o fenômeno do preconceito e da discriminação racial em lojas físicas, durante sua interação com vendedores. A comparação do conhecimento existente na literatura, combinado a uma pesquisa empírica de natureza qualitativa interpretativista realizada com consumidores negros da região metropolitana (RM) de São Paulo, gerou valiosas contribuições ao entendimento do tema em questão e colocou em xeque algumas práticas de abordagem de consumidores adotadas atualmente nos pontos de venda. Verifica-se que esse fenômeno da forma como é percebido no contexto desta pesquisa mostra-se em alguns casos diferente de algumas proposições apresentadas na literatura. Entre os quatro principais temas que emergiram, alguns aspectos se destacam: 1) apesar de reconhecer a existência do fenômeno e a despeito dos relatos que o evidenciam, a maioria dos entrevistados hesita e nega sua ocorrência consigo mesmo, transparecendo grande desconforto em tratar do tema; 2) observa-se que os mecanismos de categorização social da teoria da identidade social (SIT), referencial teórico adotado nessa pesquisa, operam no contexto estudado, mas se mostram insuficientes para o entendimento de como o agente (vendedor), sendo do mesmo grupo (ingroup) que o alvo (consumidor final), ainda assim são percebidos comportamentos discriminatórios; 3) dada a percepção que o fenômeno se manifesta nas suas formas mais sutis, o principal dilema vivido pelos entrevistados consiste em distinguir um mau atendimento de um atendimento discriminatório; e 4) além da prevalência das reações passivas ao fenômeno, destaca-se a importância atribuída pelos entrevistados à aparência e aos ajustes de autoimagem, como mecanismo de defesa para lidar com possíveis incidentes de preconceito e discriminação. O fenômeno em questão no ambiente de varejo é um grave problema que, além de afetar o alvo, impacta todos os envolvidos e parece permear outras esferas sociais. As dificuldades para o seu enfrentamento vão desde a forma dúbia como geralmente se manifesta, dificultando seu reconhecimento, até a maneira frequente e aparentemente passiva como o alvo reage. A partir dessas constatações, a dissertação chama a atenção para aspectos relevantes e inéditos, relativos à interação consumidor-vendedor em lojas físicas, ainda não explorados no contexto brasileiro e que precisam ser aprofundados. Como implicações de ordem gerencial, a pesquisa alerta os varejistas sobre a importância da formulação de estratégias capazes de preparar as equipes de vendas das lojas físicas a enfrentar de forma adequada as ameaças decorrentes deste fenômeno. Por fim, em termos de políticas públicas, os resultados da pesquisa contribuem para o aprimoramento dos esforços de comunicação educativa, com vistas a estimular não só uma relação de consumo mais justa entre consumidores e vendedores, mas também reduzir o ainda intenso fenômeno do preconceito e da discriminação racial no Brasil.