Click and Collect; Delivery; precio; canales de distribución; satisfacción del cliente; retailing; ropa; marketing Click and Collect; Delivery; price; distribution channels; customer satisfaction; retailing, clothes; marketing. / A medida que el e-Commerce ha ido creciendo, los canales de distribución mediante los cuales hacen llegar el producto final al consumidor han ido evolucionando con la finalidad de satisfacer sus necesidades respecto a conveniencia, rapidez, precio a pagar, entre otros. En consecuencia, surge el Delivery y el Click & Collect (Recojo en Tienda) como opciones de entrega para que el cliente pueda escoger cuál de las dos se adecúa a sus requerimientos. Por ello, es relevante estudiar estos canales de distribución tomando como base investigaciones previas en revistas internacionales para poder definir los conceptos y aplicaciones de cada uno para posteriormente evaluar su aplicación en el retailing peruano para poder identificar los pros y contras percibidos por el consumidor; y a su vez, considerar los beneficios o problemas que le genera al minorista al implementar dichos canales; por ejemplo, al poner en funcionamiento el Click & Collect, la tienda por departamento asume costos extra en la logística debido a la incorporación del punto de recojo específico dentro de su establecimiento. El presente trabajo de investigación permite contrastar la teoría planteada por diferentes autores y su aplicación en los retailers peruanos ya que, no existen investigaciones previas que se enfoquen específicamente en este criterio de la compra online. Finalmente, los resultados de esta investigación buscan brindarle información al minorista para que pueda satisfacer las necesidades de sus consumidores respecto al canal de distribución de su preferencia y promover una relación a largo plazo. / As e-Commerce has grown, the distribution channels through which they deliver the final product to the consumer have evolved in order to satisfy their needs regarding convenience, speed, price to pay, and others. Consequently, Delivery and Click & Collect (Pick up in Store) arise as delivery options so that the customer can choose which of the two suits their requirements. For this reason, it is relevant to study these distribution channels based on previous research in international magazines in order to define the concepts and applications of each one to later evaluate their application in Peruvian retailing in order to identify the pros and cons perceived by the consumer; and in turn, consider the benefits or problems that the retailer generates when implementing these channels. For example, by putting Click & Collect into operation, the department store assumes extra costs in logistics due to the incorporation of the specific collection point within its establishment. This research work allows us to contrast the theory put forward by different authors and its application in Peruvian retailers since there is no previous research that specifically focuses on this criterion of online shopping. Finally, the results of this research seek to provide information to the retailer so that it can satisfy the needs of its consumers regarding the distribution channel of their preference and promote a long-term relationship. / Trabajo de investigación

<p><strong>Introduction:</strong> The retail market in the 21^st century will be determined on how quickly and efficiently the retailer can respond to shifts in consumer demands. Due to the physical environment of the store (store value) and the interaction with the consumer (shopping trip value), the local retail store has the advantage of generating this tangible and intangible information. It is then of importance that this information will be transferred towards the retailer, who has the opportunity to use this information and generate it into outputs that can be used as negoitables; this value creation process is an unique success indicator for creating a value network within retail supply chain.</p><p><strong>Purpose:</strong> The aim of this research is to present an understanding on the value creation process in the grocery retail chain.</p><p><strong>Methodology:</strong> Having an inductive nature, this thesis tried to bring a new understanding on value creation in grocery retail business, by using hermeneutics as a methodology approach. For empirical study, the qualitative approach was used. Data was collected through open-ended interviews with representatives in grocery retail chains.</p><p><strong>Conclusion:</strong> The main players in the value network were determined in a grocery retail chain as retailer, local retail store and other stores in the chain; and the suppliers. An intensive value exchange between the retail store and the retailer was found and following that, it was concluded that the retailer converts the value input from the local retail store into tangible and intangible value outputs towards suppliers. Combining the conclusions, the research defines that a value network is existing, but on a very low level. But more to the point, the study shows the importance of value creation by the retail chain, and that creating the possibility to share information about products, in-store experience, consumer knowledge, and consumer requirements is one of the biggest advantage the grocery retail chain has to develop this value network further.</p><p> </p>

Le secteur de la distribution est marqué, depuis quelques années, par de nombreuses transformations dues à une concurrence accrue, un contexte de crise économique caractérisé par une baisse du pouvoir d'achat et, surtout, par l’évolution des comportements des consommateurs. Face à ces évolutions, les enseignes de distribution ont cherché à faire évoluer leur regard du produit à la relation avec de nouvelles offres de lieux de vente. L’objectif de cette recherche est de montrer comment l’individu perçoit la valeur de l’expérience de magasinage et dans quelle mesure elle peut influencer sa fidélité à l’enseigne. Une échelle de mesure de la valeur perçue de l’expérience de magasinage a été développée et testée dans un contexte de grande distribution française auprès de 371 clients. Elle met en exergue quatre facettes de la valeur perçue : la valeur utilitaire, la valeur hédonique, la valeur sociale et la valeur altruiste. Nos résultats montrent que la valeur de l’expérience de magasinage a un pouvoir explicatif du comportement de fidélité à l’égard de l’enseigne de distribution. / The current context in which the retailers operate is characterized by many transformations due to increased competition, an economic crisis characterized by a decline in purchasing power and, particularly, by changes in consumer behavior. Responses to these developments, retailers have evolved their product orientation to the relationship with new stores’ offers. The objective of this research is to show how a customer perceives the value of the shopping experience and to what extent it can influence his loyalty to the brand. A scale measuring the perceived value of the shopping experience was developed and tested in the context of French retailing with 371 customers. It highlights four aspects of perceived value: the utilitarian value, hedonic value, social value and altruistic value. Our results show that the value of the shopping experience has an impact of behavioral loyalty towards the retail brand.

Corporate Performance Management (CPM) is currently one of the most developing branches of informatics due to the fact that it is a tool that allows managers to effectively manage their company and thereby increase its competitiveness in the market. This thesis focuses on the individual elements of the CPM, particularly on the managerial methods, metrics and business processes, which are generally characterized first and then applied to business organizations that operate in the area of retailing. There is also a fourth CPM element - CPM applications, but a detailed description is not covered by this work. The aim of this thesis is mainly to define the basic (core) processes in retailing and describe their characteristics using informatics approaches. Each process is then assigned to managerial methods that can be used in evaluating the performance of these processes and to specific examples of metrics for which appropriate dimensions are further defined. The main contribution of this work is the analysis of processes in the retailing industry, using methods and approaches used in informatics - characteristics such as purpose of the process, events that trigger the process, inputs and outputs of the process and metrics, which are assigned to the corresponding dimensions, are defined for each process.

Background:           Literature suggests that franchising as an entry mode for internalisation gains more and more popularity. However, existing literature shows many studies concerning franchising do not focus on industries. Hence, very little research is done when it comes to franchising in the low-to-medium cost fashion apparel industry. At the same time, the growing fashion apparel industry is becoming more and more important due to the business opportunity it brings for organisations. In this context, Germany as being the biggest apparel market in Europe is attractive for international organisation to expand to. For entering the German market through the franchising entry mode, the information about underlying market environment and relevant actors play a vital role to reduce risk of encountering uncertain obstacles in the process.   Purpose:                  Entering a new market as a franchisor can be challenging due to different dynamics that can be found in different markets. Therefore, the purpose of this thesis is to explore institutional conditions of the current fashion apparel industry in Germany and to find out which institutions in Germany could help an organisation in terms of information on prevailing conditions, to successfully enter the German market.   Method:                   To attain the purpose of the research, a qualitative approach employing a single case with two embedded units of analysis is used. Purposive sampling is used to select research participants based on their expertise about the topic. The empirical data is collected through semi-structured interviews with 12 participants, which resemble 3 different actors, the German consumers, the German Franchise Association and Tijarat AB, a fashion apparel company seeking to expand to Germany. Supplementary data, such as official governmental and associations website, is used to support the empirical findings. Secondary data is acquired using literature, web sources and legal documents. The empirical findings are analysed with the help of the thematic analysis and the institutional theory as well as the Uppsala internalisation model.   Findings:                 The empirical findings present that there are several normative conditions which depict behaviours and what is considered to be acceptable in the German market. Firstly, there is no franchise fee collected by the franchisor in the fashion apparel industry. Furthermore, brand awareness, consistency, reputation and quality as well as price, design and variety play an important role in the consumer shopping behaviour and decisions. It was also found that there is no specific franchise law but rather a combination of existing legislation, such as the German Civil and Commercial Code, Competition law, Consumer law and Unfair trade law that form the jurisdiction for franchising in Germany.

[pt] O varejo é um dos segmentos industriais que mais tem sofrido mudanças nos últimos anos, graças ao advento das tecnologias de informação e de telecomunicações que revolucionaram o mercado. Nos últimos 50 anos os supermercados brasileiros evoluíram de sua primeira loja até as lojas eletrônicas. Por um lado, estas aparecem para suas proprietárias como soluções baratas para expansão. Por outro, alguns segmentos de consumidores têm muita resistência a fazer suas compras pela Internet. Muitas pessoas, usuárias de computador e de Internet, preferem ir à loja em vez de fazer suas compras pela web. A proposta deste trabalho foi realizar uma pesquisa exploratória sobre as razões que levam consumidores a não utilizarem o meio eletrônico no momento de fazer suas compras de supermercado. O objetivo foi atingido em etapas. Inicialmente os atributos característicos das lojas de supermercado foram levantados através de pesquisa de observação. A etapa seguinte foi a realização de uma pesquisa qualitativa com grupos de discussão, com a finalidade de estudar a interação dos consumidores com os sites de supermercados através do método da análise do conteúdo. Por último, foi realizada uma pesquisa quantitativa com uma amostra de consumidores, a fim de levantar e testar as barreiras. A análise dos dados obtidos na pesquisa comprovou que existem barreiras para que consumidores com acesso a computador e Internet façam compras de supermercado on- line, as quais podem ser trabalhadas pelo varejista através de mudanças em seu mix de marketing. / [en] Retailing is an industrial segment which has changed much in the last few years because of the development of information and telecommunication technologies that brought up a revolution in the world. In the last 50 years, Brazilian supermarkets have evolved from the first brick- and-mortar store to ecommerce. On the one hand, electronic supermarkets seem like a cheap solution for the expansion of their companies. On the other, certain consumer segments have great resistance in doing their shopping on the Internet. Many people, regular computer and Internet-users, would rather go to the physical store than do their shopping in the website. The goal of this paper is to perform an exploratory research on the reasons why consumers do not use electronic media when they do their supermarket shopping. To achieve this goal we went through certain steps. First, the attributes of brick-and-mortar supermarkets were described by observatory research. The following step was a qualitative research with focus groups, with the objective of studying the interaction of consumers with supermarket websites done through discourse analysis. The last step was a quantitative research with a sample of consumers, to raise and test the barriers. The analysis of the data obtained showed the existence of barriers to online supermarket shopping for consumers with access to computers and the Internet. These barriers can be overcome by the retailer through a change in the marketing mix.

L'intégration des immigrés dans les sociétés occidentales est devenue un enjeu politique. Dans cette recherche, nous explorons la façon dont les femmes immigrées Maghrébines vivant en France négocient leur identité religieuse par la consommation et le choix des magasins. Nous nous focalisons plus particulièrement sur les premières et deuxièmes générations des immigrées Maghrébines aux niveaux de religiosité différents afin de comprendre comment elles négocient leur identité religieuse dans un contexte laïque. Trente-six entretiens qualitatifs semi-directifs ont été menés avec des femmes des deux générations (dont certaines appartenant à la même famille) pour explorer leur acculturation relative à l'Islam et à la consommation. Nos résultats montrent que les immigrées Maghrébines utilisent des produits de la culture Maghrébo-Islamique (le paradis restauré) et les produits de la culture française (le pseudo paradis) pour construire des positions identitaires différentes et créer une religiosité caméléon (dans le cas des femmes G1) ou une religiosité serpentin (dans le cas des femmes G2). Nous avons également identifié le rôle que joue, entre autres, le marché français dans la fabrication des identités des immigrées Musulmanes vivant en France. Dans les dyades mèrefille, l'émergence de tensions liées à l'acculturation invite à prendre en compte la religion comme déterminant de l'identité. / The integration of migrants into Western societies is increasingly becoming a political issue. In this research, we explore how Maghreb women living in France negotiate their religious identity through shopping and consumption. In particular, we focus on how first and second generations of immigrant women who have varying levels of religiosity negotiate their religious identity in the secular context. Interviews were conducted with thirty-six women in Paris (some being two generations within the same family) to explore their acculturation and inter-generational relationships in regards to Islam and consumption. First and second generations of Muslim Maghreb women use products and retail outlets choice from both Muslim Maghreb culture (the brought back heaven) and French culture (the pseudo heaven) inorder to create different identity positions that make their religiosity a chameleon/ serpentine one. We also identify the rule of French market (traditional and modern retailing) -among other factors- in fabricating Muslim Maghreb women identities. Within mother-daughter dyads, a number of inter-generational lifestyle tensions manifesting through consumption emerged indicating the need to separate religion as a determinant of identity.

Detaljhandeln och dess konsumenter har sedan andra världskriget genomgått en stor förändring. Hos kunden skildras denna förändring i ett mer oberäkneligt konsumtionsmönster, samtidigt som detaljhandeln då tvingas utvecklas för att möjliggöra uppfyllandet av kundens nya behov. Forskning har visat att kundens köpbeteende allt mer styrs av värdeupplevelsen och att om en detaljist kan leverera kundvärde kan denne bli framgångsrik. Det är problematiskt att förstå vad en kund upplever som värdeskapande i köpprocessen, vilket vår uppdragsgivare önskar få hjälp med att åskådliggöra.Syfte: Syftet med denna kandidatuppsats är att ta fram en modell som utifrån värdeskapande variabler skall hjälpa uppdragsgivaren att förstå de faktorer som leder till att kunden upplever värde under köpprocessen och vilka effekter dessa ger för detaljhandelns förändringsarbete.Metod: Uppsatsen består av en litteraturstudie som inkluderar en systematisk litteraturöversikt och en analys av kvalitativ karaktär. Metodvalet resulterar i byggandet av en modell, vilken ämnar besvara uppsatsens syfte.Resultat: Den genomförda studien har visat att det finns fyra viktiga förutsättningar som ligger till grund för den utveckling som detaljhandeln har genomgått. Dessa förutsättningar påverkar ett detaljhandelsföretags existens och består av demografi, teknisk utveckling, globalisering och kundens ökade köpkraft. Vidare har detaljhandels utveckling påverkat kunden genom att denne erhållit ett förändrat kundbeteende som tenderar att vara allt mer värdestyrt. Det förändrade kundbeteendet har resulterat i att ett detaljhandelsföretag måste förstå hur denne kan leverera kundvärde för att kunna bli framgångsrik. Slutsatsen är att den framtagna modellen visar för uppdragsgivaren hur ett detaljhandelsföretag kan skapa upplevt värde för kunden och resulterar i ökad förståelse för givet ämnesområde.Vidare forskning Förslag till vidare forskning är att uppdragsgivaren testar den skapade forskningsmodellen i ett verklighetsförankrat sammanhang för att fastställa dess lämplighet. Görs detta är det lättare att uttala sig om modellens slutgiltiga trovärdighet. / <p>Since the Second World War, the retail industry and its consumers have changed. The consumers have developed an unpredictable consuming pattern, which has forced the retail industry to adjust in order to fulfill the new needs of the consumer. Research has indicated that the consumer has become more value driven, and if the retailer delivers consumer value, the possibility of success will increase. To understand what the consumer perceives as value in the buyer decision process is problematic, and to help visualizing this problematic matter is what our client wishes.</p><p>Purpose: The purpose of this thesis is to create a model based on value adding factors, aiming to help the client’s understanding in which of these factors that lead a customer to perceive value during the buyer decision process, and also in what changes this will bring to the retail industry.</p><p>Method: The thesis consists of a literary study. This literary study focuses on a systematic literature review and a qualitative analysis. The research method results in the construction of a model, which aims to answer the purpose of this thesis.</p><p>Result: The findings show four important conditions underlying the development of the retail industry and these conditions are; demography, technological development, globalization and increased consumer buying power. These four conditions are crucial for a retailer’s existence. Further, the development of the retail industry has affected the consumer in a way that has changed the consumer behavior towards being more value driven. The change in consumer behavior has made it important for the retailer to deliver consumer value in order to become successful. The conclusion is that the developed model shows the client how a retailer can create perceived value for customer and will result in a greater understanding in the given field of study.</p><p>Further research: The suggestion for future research is to examine how well suited the developed model is in the reality. Through this examination the trustworthiness of the model will be easier to comment on.</p><p>Program: Textilekonomutbildningen</p>

This thesis examines the nature of labour usage within a market-leading Australian food retail firm and the employment relations consequences of the labour usage strategies employed by the firm. Retail employment is well established as a research subject in the UK, but has received comparatively little research attention in Australia. Given that retail industry employment accounts for 15 per cent of the Australian workforce, this represents a significant oversight. Within the retail industry, the supermarket and grocery sector employs 6 per cent of the Australian workforce. The sector is dominated by two major chains and is highly competitive, with a reputation for low profit margins, mundane jobs and low pay. The sector is recognised for an employment structure that is segmented with one segment holding full-time jobs with core employment conditions and the other segment, part-time jobs with poor working conditions. The dominant theory used by scholars to explain this employment structure is the dual labour market model and later iterations such as Atkinson's flexible firm model. This research assesses the value of these models, in particular Atkinson's flexible firm model, as a representation of the labour usage strategies of a market-leading Australian food retail firm. This analysis demonstrates that, in a general sense, Atkinson's model has applicability to the labour usage strategies exhibited in food retailing. The research found that, contrary to the theories of dual labour markets, a strong internal labour market operated within the firm with short hours casual employment as the port of entry. The benefits of this practice for the organisation were flexibility in labour usage and substantial wage savings, while the negative consequences were recruitment difficulties, exacerbated by high levels of staff turnover. For the employees, the consequences depended on their position in the organisational hierarchy and their individual circumstances, but involved initially accepting limited working hours and low pay in order to gain entry into the organisation. The research undertaken for this thesis leads to the development of a revised model, the casual internal labour market model, which more accurately depicts the labour usage strategies within the case study organisation. Retail researchers argue that it is necessary to understand the dynamics of the industry in order to understand the structure of labour usage. Additionally, employment relations and retail researchers both stress the need to contextualise labour usage patterns within broader environmental constraints and supply side factors. In seeking to achieve this, this research examines business strategies, retail specific employment relations literature and the Australian employment relations context. Furthermore, this study addresses the issue of retail employment strategies at several levels within one of Australia's market-leading food retailers: corporate level, store level and at the level of individual departments within the store. In doing so, this thesis highlights the differences in labour usage between stores and between departments within the stores and thereby provides a more detailed picture of the labour use practices within food retailers.

Introduction: The retail market in the 21st century will be determined on how quickly and efficiently the retailer can respond to shifts in consumer demands. Due to the physical environment of the store (store value) and the interaction with the consumer (shopping trip value), the local retail store has the advantage of generating this tangible and intangible information. It is then of importance that this information will be transferred towards the retailer, who has the opportunity to use this information and generate it into outputs that can be used as negoitables; this value creation process is an unique success indicator for creating a value network within retail supply chain. Purpose: The aim of this research is to present an understanding on the value creation process in the grocery retail chain. Methodology: Having an inductive nature, this thesis tried to bring a new understanding on value creation in grocery retail business, by using hermeneutics as a methodology approach. For empirical study, the qualitative approach was used. Data was collected through open-ended interviews with representatives in grocery retail chains. Conclusion: The main players in the value network were determined in a grocery retail chain as retailer, local retail store and other stores in the chain; and the suppliers. An intensive value exchange between the retail store and the retailer was found and following that, it was concluded that the retailer converts the value input from the local retail store into tangible and intangible value outputs towards suppliers. Combining the conclusions, the research defines that a value network is existing, but on a very low level. But more to the point, the study shows the importance of value creation by the retail chain, and that creating the possibility to share information about products, in-store experience, consumer knowledge, and consumer requirements is one of the biggest advantage the grocery retail chain has to develop this value network further.