Convenience stores are playing a pivotal role in the contribution to profitability in the fuels retail environment. In order to increase market share that will lead to increased profits it is imperative to provide excellent customer service. Customer experience has been identified as the key construct in the modern retail environment to be addressed, in order to ensure a satisfied customer. It has been noted that customer experience is not measured in the convenience stores, but only at the pump stations and the carwash service points of Sasol garages. Sasol Oil has a fuels retail market share of 9% and it will be beneficial for the company to explore all avenues to increase market share since convenience stores contribute 25% towards the total profit of the company. A literature review was conducted to identify the important controllable elements of the total customer experience and the measuring instruments that can be used to measure these elements, which formed the basis of the empirical study. The measuring instruments discussed in the literature are Servqual, Kano and customised models. One of the dimensions of the total customer experience is service quality and a customised model was chosen as the measuring instrument of choice. Questionnaires were developed, based on the controllable elements of customer experience, and distributed via email and handouts. In total, 260 questionnaires were distributed with a response of 47.7%. Descriptive statistics and exploratory factor analysis were employed to analyse the data. The reliability of the questionnaire was tested using Cronbach alpha. Cronbach alpha values above the minimum requirements and a cumulative variance of only 47% was achieved. Conclusions were drawn from the empirical study and recommendations were made in the final chapter. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

Convenience stores are playing a pivotal role in the contribution to profitability in the fuels retail environment. In order to increase market share that will lead to increased profits it is imperative to provide excellent customer service. Customer experience has been identified as the key construct in the modern retail environment to be addressed, in order to ensure a satisfied customer. It has been noted that customer experience is not measured in the convenience stores, but only at the pump stations and the carwash service points of Sasol garages. Sasol Oil has a fuels retail market share of 9% and it will be beneficial for the company to explore all avenues to increase market share since convenience stores contribute 25% towards the total profit of the company. A literature review was conducted to identify the important controllable elements of the total customer experience and the measuring instruments that can be used to measure these elements, which formed the basis of the empirical study. The measuring instruments discussed in the literature are Servqual, Kano and customised models. One of the dimensions of the total customer experience is service quality and a customised model was chosen as the measuring instrument of choice. Questionnaires were developed, based on the controllable elements of customer experience, and distributed via email and handouts. In total, 260 questionnaires were distributed with a response of 47.7%. Descriptive statistics and exploratory factor analysis were employed to analyse the data. The reliability of the questionnaire was tested using Cronbach alpha. Cronbach alpha values above the minimum requirements and a cumulative variance of only 47% was achieved. Conclusions were drawn from the empirical study and recommendations were made in the final chapter. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

In 1960 department stores were the sole form of large-scale retailing in Japan. The retail industry was otherwise comprised of a very large number of small firms. Two significant trends have occurred since 1960. First, there was the emergence of new large-scale retail formats and their subsequent growth. Second, there was the development of large organisations operating on a multiple store basis. New organisational forms evolved including superstore and supermarket chains, and speciality chain stores. Geographical and historical factors were first examined that have affected the structure of the modern Japanese retail industry. A framework embodying the concepts of threats and opportunities was then used to identify forces that have influenced organisational and technical change since 1960. The following "Threats and Opportunities" were analysed: The Economic Climate. The Changing Japanese Consumer. Technological Change. Relationships Between Retailers and Wholesalers. Changes in Commercial Land Use. Government Policy and Legislation. Major structural trends within retailing during the period 1972-1985 were then examined, through an analysis of 29 retail categories in the Census of Distribution for the period 1972-1985. A sample of nine categories was chosen for, a more detailed analysis, using thematic maps, to show the geographic distribution of outlets in 1985 and selected changes since 1972. One of these categories was comprised of large stores including superstores and many supermarkets. It figured prominently within the changes described in the analysis. The leading six superstore/supermarket companies, by sales February 1986, formed the subjects of case studies, with the objective of obtaining insights into the spatial implications of organisational and technological change within these examples of large-scale retail companies. Their development was described, including their expansion through diversification. The Chandler Thesis was selected, and found to be an appropriate model, in considering the organisational changes occuring within these companies. Finally, some international comparisons were made.

From 1868 to 1978, the Dupuis Freres department store serviced the French Montreal community from its headquarters on St. Catherine Street, east of Saint Laurent. This thesis looks at the management strategies of Dupuis Freres through its employee newspaper, Le Duprex, from 1926 to 1946, and then at their collapse with the Dupuis Freres strike in 1952. The Dupuis Freres management retained the loyalty of its employees by using a combination of paternalism and welfare capitalism. The company supported a union, organized leisure activities, provided sales incentives and rewarded loyalty financially and socially. In addition, the store integrated its French Canadian and Catholic identity with its employees' understanding of their work to impart cultural meaning to their employment. Dupuis Freres equated support for the company with the success of the French Canadian people, and its connections with the Catholic clergy added a sacred element to its enterprise. Dupuis Freres strike in 1952 divided French Canadians along class lines, and those who supported the workers were seen by neo-nationalists as doing so at the expense of French Canadian survival.

This thesis investigates the history of labour management at David Jones, the major Australian retailer and manufacturer, between the years 1838 and 1958. This thesis examines the development of consent-based approach to labour management at David Jones, in particular the development of paternalism and welfarism. In doing so this thesis explores both general questions regarding the factors that influence why certain firms adopt a consent-based approach to labour management, as well as informing debates around the existence of nineteenth century paternalism and the origins of twentieth century welfarism. The historical material contained at the David Jones Archives and elsewhere reveals little evidence of paternalism as a deliberate management strategy. This brings into question the usefulness of paternalism as a concept in the historical study of Australian labour management. The inability to trace paternalism also undermines explanations of twentieth century welfarism premised on the pre-existence of nineteenth century paternalism. The historical materials, however, do note that twentieth century welfarism was a deliberate labour management strategy adopted by David Jones management. Welfarism, combined with systematic management and training, was initially adopted following the First World War to deal with the threat of industrial turmoil. However, in the 1930s, welfarism increasingly became a pro-active strategy designed to create skilled selling and raise the profile of the firm within the community. Further, welfarism at David Jones in the inter-war period was more than merely a new form of paternalism, somehow transformed by being in a larger, more bureaucratic setting or a result of employers confronted an increasingly feminised workforce. Welfarism at David Jones was a deliberate strategy, informed by overseas experiments, management consultants and the new science of psychology. Welfarism at David Jones continued into the post World War Two period. However, new forms of retailing, in particular self-service, undermined attempts to create skilled selling. Elements of welfarism remain at David Jones and continue to support the firm???s corporate image as a provider of high-quality customer service.

Thesis--Universität St. Gallen, 2005. / Description based on print version record. Includes bibliographical references (p. 192-208).

Dissertation (PhD)--University of Stellenbosch, 2008. / Bibliography. Also available via the Internet.

Thesis (M. Sc.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 1-3).

Thesis (M. Hous. M.)--University of Hong Kong, 2000. / Includes bibliographical references (leaves 80-82).

Thesis (M.Hous.M.)--University of Hong Kong, 2000. / Includes bibliographical references (leaves 80-82). Also available in print.