Homework answers / question archive / 1)Why is human resource management more important in retailing than in manufacturing firms?     2 Some retailers have specific employees (merchandise assistants) assigned to restocking the shelves and maintaining the appearance of the store

1)Why is human resource management more important in retailing than in manufacturing firms?     2 Some retailers have specific employees (merchandise assistants) assigned to restocking the shelves and maintaining the appearance of the store

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1)Why is human resource management more important in retailing than in manufacturing firms?

 

 

2 Some retailers have specific employees (merchandise assistants) assigned to restocking the shelves and maintaining the appearance of the store.  Other retailers have sales associates perform these tasks.  What are the advantages and disadvantages of each approach?

3 How can national retailers like Best Buy and Victoria's Secret, which both use a centralized buying system, make sure that their buyers are aware of the local differences in consumer needs?

4 Assume that you're starting a new restaurant catering to college students and plan to use college students as waiters and waitresses. What human resource management problems would you expect to have? How could you build a strong organization culture in your restaurant to provide outstanding customer service?

5 What is a Customer Relationship Management (CRM) program? Describe one CRM that you have participated in as a customer

6 Why do retailers want to determine the lifetime value of their customers? How does past customer behavior help retailers anticipate future customer retention?

7 What are the different approaches retailers can use to identify customers by their transactions?  What are the advantages and disadvantages of each approach?

 

 

 

 

8 Why are most frequent-shopper programs ineffective in terms of building loyalty?  What can be done to make them more effective?

 

9 For each of these services, give an example of a retailer for which providing the service is critical to its success and an example of retailer for which providing the service is not critical: (a) personal shoppers, (b) home delivery, (c) money-back guarantees, and (d) credit

 

 

 

 

10 Providing customer service can be very expensive for retailers. When are the costs for providing high-quality services justified? What types of retailers find it financially advantageous to provide high-quality customer service? What retailers can't justify providing high-quality service?

 

11 Review Retailing 18.2 about customer service at Zappos.  How does Zappos create such a positive culture among its service personnel?

 

12 Consider customer service at IKEA. How does this retailer utilize a self-service model as a competitive advantage strategy versus traditional furniture stores?