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Thank You, But No Thank You - Emotional Responses to Preferential Treatment
From priority services and exclusive offers, retailers use preferential treatment in promotions, to reward loyal customers and recover from service failure.
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Our Emotional Connection to Service Robots
The AI revolution is already upon us, with digital assistants transforming the way we access information and personal robotics automating tasks long thought to be too complex for machines to handle
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Why Loyalty Programs Cannot Prevent Switching
In retail, it is often much more difficult to attract new customers than it is to increase sales from existing ones
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Working with Robots
For many retailers, service robots are the new frontier in automation. Rather than being hidden away behind the scenes in assembly lines, warehouses and fulfilment centres, these service robots are on the frontline, directly interacting with customers and staff
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Social distancing and employee wellbeing
One of the most critical measures for slowing the spread of COVID-19 is social distancing, interrupting the transmission of the virus through minimizing physical contact
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COVID-19 – Enabling Entrepreneurship?
The ongoing COVID-19 pandemic has had profound impacts on the business environment, not just the direct health impacts
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Vulnerable consumers and hardship programs
Retailers across a variety of sectors offer hardship programs to assist consumers who are experiencing vulnerability
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Effects of Imaginative Displays on Customers’ Purchase Behaviour
The ‘attractiveness’ of a store environment is a key strategic goal for retailers, creating positive shopping experiences and driving purchase behaviour.
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Food waste reduction in the supply chain
With some 1.3 billion tonnes of food wasted globally each year, almost one third of all food produced
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Examining consumer intentions to use smart retail technology
Smart retail technologies (SRT), such as nearfield communication, interactive displays, touch screens, and self-checkout systems
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Customers’ sensitivity to employee displayed authenticity
A simple smile, a warm welcome or a genuine empathic response can make all the difference to customer experience
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How crowdedness influences restaurant patronage in the COVID-19 pandemic
From the buzz of a crowded restaurant to the anticipation of a packed queue
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How consumers react to changes in price and size
Inflation is a fact of life in retail, and marketers will often find it necessary to increase the unit price of a product
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The blockchain panopticon to secure the beef supply chain
A panopticon is a conceptual prison, with a central tower at its heart. Prisoners would be unable to tell if they were being watched from the tower at any given moment
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Online Repurchasing: Disclosure, Hope and Goal Attainment
Online shopping has changed the relationship between consumers and brands. While in a typical bricks and mortar store the consumer is largely anonymous
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A Cinderella Story: Upcycling and Past Identify
A leaky boat turns into a table. An old mosquito net transforms into a laptop sleeve. An old t-shirt become a grocery bag
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Embracing consumer difference in competitive strategy
Early marketing strategy was dominated by a mass marketing paradigm, the goal was to create products and marketing campaigns with the broadest possible appeal to achieve efficiencies of scale
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You got a free upgrade? What about me? Entitlement and envy in tourist judgements
All consumers want to get the best deal possible, and in an age of fast comparison websites, online testimonials and coupon aggregates
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Community engagement and social licence to operate
In a free and open market economy, organisations depend on the actions of stakeholders to continue to do business.
What is adaptive clothing?
Have you ever tried to do up a zip or button a shirt one-handed? Put on a pair of jeans while seated? Click here to read more
The suburbs are the future of post-COVID retail
How supermarket pharmacies could change the way we shop
On the way home, you wander into the supermarket for a loaf of bread. But before you reach the bread aisle, you drop in your prescription at the supermarket pharmacy. Click here to read more
How the attention economy helps stoke aggression towards retail workers
Australian retailers and unions say there is an epidemic of abuse and aggression directed towards retail staff. Click here to read more Coronavirus has turned retail therapy into retail anxiety
Some of the routines developed during lockdown, such as cooking and baking at home or foregoing daily takeaway coffees, may continue post-pandemic if money is tight. Click here to read more
Supermarkets are trying overt surveillance that also encourages “self-reflection” on any impulse to exploit loopholes in the bagging and payment systems. Click here to read more
Even as social-distancing rules ease, this trend will consolidate. Many bricks-and-mortar shops are in trouble, particularly those in shopping centres. Click here to read more
Treasurer Josh Frydenberg has announced a comprehensive reform of regulations governing the payments system. Click here to read more Landlords and tenants ponder mutually assured destruction
The chief executive of Mosaic Brands has said of his threat to permanently close 300 to 500 stores in Australia unless landlords reduce rents. Click here to read more Can’t resist splurging on online shopping?
Fast fashion shoppers on how ethical concerns shape their choices
Delivery and supply chain problems are multiplying
E-commerce is booming but despite rerouting deliveries and staff working extra shifts, delays are becoming the norm. Click here to read more
While it might seem that paper catalogues would be relegated to history with the advent of e-commerce, it seems as if, at least for these retailers, they are still part of doing business. Click here to read more Any toy is educational if you support kids in their play
What’s the best educational toy to buy for the child (or grandchild) in your life? Click here to read more Making it harder to import e-cigarettes is good news for our health
Melbourne’s vanishing small businesses
Above all, this book of photographs is a reminder of a slower and simpler way of living. Click here to read more How retailers are dealing with changing consumer habits
Consumer habits form around regular patterns of daily activity. As these patterns change, so do consumer habits. Click here to read more Cashless payment is booming, thanks to coronavirus
A poll conducted by MasterCard found 82% of its users see contactless payments as cleaner than cash. Click here to read more Retailers must innovate during the holidays and beyond
How do physical retailers increase in-store sales? Click here to read more Up to 40% of UK retail space is not needed
The reality is that there is far too much retail floorspace in the UK. Dealing with it is going to be one of the big challenges of this decade. Click here to read more Customer experience will help retailers overcome the financial hit from coronavirus
The growth of online commerce eroded many retailers’ top-line revenues, forcing them into an ongoing cycle of discounts and promotions just to keep up. Click here to read more Fashion retailer Primark is refusing to sell online
Irish fast-fashion retailer Primark has no plans to sell its clothes online. Click here to read more The demise of the department store
A poll conducted by MasterCard found 82% of its users see contactless payments as cleaner than cash. Click here to read more
The inability to mask for medical reasons raises important questions about the application of well-established principles of human rights law to the retail sector. Click here to read more
Grocery-store cashiers and other frontline retail workers have helped get us through the pandemic, but do we value them? Why are retail jobs middle-class in Sweden, but low-wage work in Canada? Click here to read more
Twenty years ago, on January 25 2001, a virtually unknown German supermarket chain quietly opened its first stores in Australia. Click here to read more
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