A TYPOLOGY OF RETAIL FAILURES AND RECOVERIES

被引：401

作者：

KELLEY, SW ^{[1
]}

HOFFMAN, KD ^{[1
]}

DAVIS, MA ^{[1
]}

机构：

[1] UNIV N CAROLINA,CAMERON SCH BUSINESS ADM,WILMINGTON,NC 28401

来源：

JOURNAL OF RETAILING | 1993年 / 69卷 / 04期

关键词：

D O I：

10.1016/0022-4359(93)90016-C

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study extends previous research by developing a typology of retail failures and recovery strategies. Upon sorting 661 critical incidents pertaining to general merchandise retailers, results revealed fifteen different types of retail failures and twelve unique recovery strategies. In addition, the effectiveness of the recovery strategies are examined and research implications are discussed.

引用

页码：429 / 452

页数：24

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