A TYPOLOGY OF RETAIL FAILURES AND RECOVERIES

Authors
KELLEY SW HOFFMAN KD DAVIS MA
Citation
Sw. Kelley et al., A TYPOLOGY OF RETAIL FAILURES AND RECOVERIES, J RETAILING, 69(4), 1993, pp. 429-452
Citations number
36
Categorie Soggetti
Business
Journal title
Journal of retailing
ISSN journal
00224359 → ACNP
Volume
69
Issue
4
Year of publication
1993
Pages
429 - 452
Database
ISI
SICI code
0022-4359(1993)69:4<429:ATORFA>2.0.ZU;2-8
Abstract
This study extends previous research by developing a typology of retai l failures and recovery strategies. Upon sorting 661 critical incident s pertaining to general merchandise retailers, results revealed fiftee n different types of retail failures and twelve unique recovery strate gies. In addition, the effectiveness of the recovery strategies are ex amined and research implications are discussed.