About the Book The Fifth Edition of Retailing Management offers cutting edge coverage on the latest topics and developments in retailing by highlighting globalization, customer-relationship management (CRM) programs, multi-channel retailing, supply chain management and the use of the Internet to improve operating efficiencies and customer service. This edition provides a strategic look at retailing current coverage and organization around a strategic decision-making model. Numerous examples of retailers and their practices, along with interesting retail facts in the margins of each chapter, help give students a balanced treatment of strategic "how to" and conceptual material in a highly readable and interesting format. For a walk through of all the features in the new edition,please go to www.mhhe.com/retailing. New additions to the fifth edition include: new chapters on: Multi-Channel Marketing (Chapter 3) and a new chapter on Customer Relationship Management (CRM) (Chapter 11); new technologies and methods are highlighted throughout the text; greater emphasis is placed on International Retailing-ranging from the strategies used to enter new international markets to the global sourcing of merchandise; fifteen new cases are featured including Sephora, American Eagle Outfitters, Gadzooks, Dollar General, Abercrombie & Fitch, Enterprise Rent-a-Car, Home Depot, Build a bear, Nordstroms, Avon Sears and Toys "R" Us Online.

Table of Contents

Part I: The World of Retailing
1. Introduction to the World of Retailing
2. Types of Retailers
3. Multichannel Retailing-a View into the future
4. Customer Buying Behavior

Part II: Retailing Strategy
5. Retail Market Strategy
6. Financial Strategy
7. Retail Locations
8. Site Selection
9. Human Resources Management
10. Information Systems and Supply Chain Management
11. Customer Relationship Management

Part III: Merchandise Management
12. Planning Merchandise Assortments
13. Buying Systems
14. Buying Merchandise
15. Pricing
16. Retail Communication Mix

Part IV: Store Management
17. Managing the Store
18. Store Layout, Design and Visual Merchandising
19. Customer Service

Section V: Cases