Six strategies for competing through service: An agenda for future research

Bolton, Ruth N.; Grewal, Dhruv; Lévy, Michael

doi:10.1016/j.jretai.2006.11.001

Cited by 99 publications

(72 citation statements)

References 12 publications

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“…In addition, in the previous literature, we found numerous factors that affected business success: management's character of leadership and knowledge (Enyinna, 1995;Wall et al, 2001); the efficiency of the decision-making process of small enterprises' owners (Ekamen, 2005); entrepreneurs with higher education are likely to have improved managerial skills and a better understanding of market opportunities, as well as an increase in the return from self-employment (Rizov & Swinnen, 2004); quality products that are attractive to the customer (Promsaka Na Sakolnakorn et al, 2008); and motivation factors in the sense of personal achievement in areas such as income, quality of life, work completed, and accuracy of work (Purateera et al, 2009). In addition, price strategy influences customer decisions and motivation (Hardesty et al, 2007), and quality of service can maintain customers and lead to customer satisfaction (Bolton et al, 2007). …”

Section: Management Strategymentioning

confidence: 99%

The Problems and Management Strategy of Local Convenience Stores for Business Survival in Violent Situations in Lower-South Thailand

Sakolnakorn¹,

Tepsing²

2013

ASS

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Violence in the lower south of Thailand has happened for more than 8 years, and it has affected the lives of local people; there is economic decline and many businesses are falling. The objective of this study is to analyze the management problems of convenience stores in lower-south Thailand and to study the management strategies of convenience stores for survival in this violent situation. We conducted in-depth interviews with 55 local owners of convenience stores in the towns of the Pattani, Yala, and Narathiwat provinces. We selected the sample by convenience sampling and purposive sampling technique. To analyze the data, we conducted content analysis and descriptive analysis. Violence is a big issue that is contributing to many problems for convenience stores, such as increases in the cost of goods, inability to transfer the business to the next generation, customer decline, and the divide between Chinese Buddhists and Muslims. In addition, franchises such as 7-Eleven have affected local businesses. We found seven management strategies that traders use to help their businesses survive: 1) reduce working hours, 2) proceed carefully in violent situations, 3) classify customers, 4) employ Muslims to work in convenience stores, 5) offer price promotions, 6) set up another business to reduce business risk, and 7) practice self-sufficiency by investing only in necessities.

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Section: Management Strategymentioning

confidence: 99%

The Problems and Management Strategy of Local Convenience Stores for Business Survival in Violent Situations in Lower-South Thailand

Sakolnakorn¹,

Tepsing²

2013

ASS

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“…Several other developments could have been referred to, but it is worth mentioning the publication of Bolton et al (2007) that includes planning for service recovery in the agenda for future research among the strategies for competing through service. In fact, as pointed out by Krishna et al (2011), service recovery research calls serious attention in the present time.…”

Section: Figure 1 -Cycle Of Severitymentioning

confidence: 99%

An Assessment of Recovsat Utilization for Different Service Typologies

Costa¹,

Puga-Leal

Pereira

2012

QIP Journal

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“…current trends to compete in the market by creating value for shoppers (Bolton, Grewal and Levy, 2007). Services are able to give high return to the company instead of just focusing on the products (Bjurklo, Edvardsson and Gebauer, 2009) since it will enhance the level of shopper satisfaction (Martinez-Ruiz, Jimenez-Zarco and Cascio, 2011).…”

mentioning

confidence: 99%

“…Self-service technology (SST) is one of the ways to reduce overall operation costs in hypermarket retailing business. The perception of differentiation in service can be enhanced through corporate branding (Bolton et al, 2007).…”

mentioning

confidence: 99%

“…Good service will prevent failure and diversify strategies (Mishra, 2000). Strong service will assist to build a positive relationship with the shopper, enhance shopper loyalty and switching costs as well as generating a barrier for competitors (Bolton et al, 2007). There should be an effort to manage the service to ensure it could be successful (Mascarenhas, Kesavan and Bernacchi, 2004).…”

mentioning

confidence: 99%

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Extended Shopping Experiences in Hypermarket

Hassan¹,

Rahman²

2012

ASS

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Hypermarkets were introduced as a self-service concept for grocery retailing in which the service provided is very limited. In line with the transformation in hypermarket retailing, the service that is offered has been improvised to enhance the overall shopping experience. Nowadays, hypermarkets are not just a place to purchase basic essential groceries for the household but also as a place for shoppers to spend time together with family and friends. In general, the hypermarket retailing concept has been upgraded and is comparable to a shopping centre. This research focuses on shopper preferences towards the enhancement of hypermarket shopping experiences in five main service categories: 1) banking services, 2) children's playgrounds or indoor play-lands, 3) covered parking area, 4) food and beverage area, as well as 5) post office.

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Six strategies for competing through service: An agenda for future research

Cited by 99 publications

References 12 publications

The Problems and Management Strategy of Local Convenience Stores for Business Survival in Violent Situations in Lower-South Thailand

The Problems and Management Strategy of Local Convenience Stores for Business Survival in Violent Situations in Lower-South Thailand

An Assessment of Recovsat Utilization for Different Service Typologies

Extended Shopping Experiences in Hypermarket

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