A multidimensional customer value model for the high fashion retail industry
- Authors: Strydom, Elmarie
- Date: 2015-05-14
- Subjects: Marketing , Retail trade , Consumer satisfaction , Fashion merchandising
- Type: Thesis
- Identifier: uj:13601 , http://hdl.handle.net/10210/13747
- Description: Ph.D. (Marketing Management) , As more retailers gain access to similar technologies, information and processes, it is becoming increasingly difficult to establish a sustainable competitive advantage in the marketplace, ensure customer satisfaction and encourage repurchase intention. This is especially true for high fashion retailers, since their higher margin customers have greater expectations to receive value from these high fashion retailers. To succeed in a highly competitive marketplace, high fashion retailers must become adept not just at providing quality products, but also at providing value to their customers. Only those businesses that truly offer the value that customers want and expect, remain competitive in the long term and are able to increase customer satisfaction levels. Higher levels of customer satisfaction leads to improved repurchase intention. It is therefore important for high fashion retailers to ensure that they offer value to their customers. Despite research undertaken in customer value, much debate still exists as to what contributes to customer value and what the relevant customer value dimensions are. Customer value is of managerial interest to high fashion retailers, as these retailers need to identify the dimensions they should focus on to increase the value they are delivering to their customers in order to obtain or retain a sustainable competitive advantage. Customer value leads to customer satisfaction and customer satisfaction in turn is a strong indicator of repurchase intention. This study therefore focuses on uncovering the concept of customer value, with specific emphasis on determining the underlying customer value dimensions from the perspective of the customer shopping at high fashion retail stores. The aim of this study is to propose a multidimensional model of customer value for high fashion retailers, including the interrelationship between customer value, customer satisfaction and repurchase intention.....
- Full Text:
- Authors: Strydom, Elmarie
- Date: 2015-05-14
- Subjects: Marketing , Retail trade , Consumer satisfaction , Fashion merchandising
- Type: Thesis
- Identifier: uj:13601 , http://hdl.handle.net/10210/13747
- Description: Ph.D. (Marketing Management) , As more retailers gain access to similar technologies, information and processes, it is becoming increasingly difficult to establish a sustainable competitive advantage in the marketplace, ensure customer satisfaction and encourage repurchase intention. This is especially true for high fashion retailers, since their higher margin customers have greater expectations to receive value from these high fashion retailers. To succeed in a highly competitive marketplace, high fashion retailers must become adept not just at providing quality products, but also at providing value to their customers. Only those businesses that truly offer the value that customers want and expect, remain competitive in the long term and are able to increase customer satisfaction levels. Higher levels of customer satisfaction leads to improved repurchase intention. It is therefore important for high fashion retailers to ensure that they offer value to their customers. Despite research undertaken in customer value, much debate still exists as to what contributes to customer value and what the relevant customer value dimensions are. Customer value is of managerial interest to high fashion retailers, as these retailers need to identify the dimensions they should focus on to increase the value they are delivering to their customers in order to obtain or retain a sustainable competitive advantage. Customer value leads to customer satisfaction and customer satisfaction in turn is a strong indicator of repurchase intention. This study therefore focuses on uncovering the concept of customer value, with specific emphasis on determining the underlying customer value dimensions from the perspective of the customer shopping at high fashion retail stores. The aim of this study is to propose a multidimensional model of customer value for high fashion retailers, including the interrelationship between customer value, customer satisfaction and repurchase intention.....
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Supply chain integration in the retail sector in South Africa
- Authors: Rautenbach, Wessel
- Date: 2010-11-09T06:58:26Z
- Subjects: Business logistics , Retail trade , Electronic commerce
- Type: Mini-Dissertation
- Identifier: uj:6970 , http://hdl.handle.net/10210/3478
- Description: M.Comm. , A positive relationship exists between supply chain integration and the creation of customer value. With globalization increasing, companies need to explore this as a way to stay competitive and deliver exceptional value in an environment where the customer is more informed and more demanding. The main objective of this study was to determine the level of supply chain integration in the selected sample of retailers in South Africa. The findings indicated that high levels of supply chain integration were limited in the companies that responded to the questionnaire. Businesses in South Africa need to become acquainted with supply chain integration and the value created from it for both the members in the supply chain and the customer. More research needs to be done in this field to measure supply chain integration in South Africa, to determine which companies would benefit from high levels of supply chain integration and to address the factors inhibiting supply chain integration.
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- Authors: Rautenbach, Wessel
- Date: 2010-11-09T06:58:26Z
- Subjects: Business logistics , Retail trade , Electronic commerce
- Type: Mini-Dissertation
- Identifier: uj:6970 , http://hdl.handle.net/10210/3478
- Description: M.Comm. , A positive relationship exists between supply chain integration and the creation of customer value. With globalization increasing, companies need to explore this as a way to stay competitive and deliver exceptional value in an environment where the customer is more informed and more demanding. The main objective of this study was to determine the level of supply chain integration in the selected sample of retailers in South Africa. The findings indicated that high levels of supply chain integration were limited in the companies that responded to the questionnaire. Businesses in South Africa need to become acquainted with supply chain integration and the value created from it for both the members in the supply chain and the customer. More research needs to be done in this field to measure supply chain integration in South Africa, to determine which companies would benefit from high levels of supply chain integration and to address the factors inhibiting supply chain integration.
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E-business in Zimbabwe : an analysis of applications and trends with particular emphasis on the retailing sector
- Mbohwa, Charles, Sammie, B. L.
- Authors: Mbohwa, Charles , Sammie, B. L.
- Date: 2010-12-07
- Subjects: Electronic commerce- Zimbabwe , Retail trade
- Type: Article
- Identifier: uj:5166 , http://hdl.handle.net/10210/14403
- Description: This paper discusses e-commerce adoption trends in the Zimbabwean retail sector. Data were collected using questionnaire and interviews of 170 retailers and 73 customers selected in Harare. Zimbabwe’s retail sector lags behind in e-business adoption. Key application areas are in administration, accounting, management and controlling. Barcode driven systems and debit card swipe technologies are most common. Mismatch between the demand for ebusiness solutions by customers and the supply of such solutions by retailers and a pronounced digital divide between multiple store and single store retailers in the areas of network technologies were identified. The impact of e-business on business processes and company productivity is positive for multiple store and minimal for single store operators. Internal work organisation, procurement costs of supply goods and quality of product and services impacts are minimal. Scope exists for improved adoption and development of e-business for Zimbabwean retailers through better policies and supportive legislation.
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- Authors: Mbohwa, Charles , Sammie, B. L.
- Date: 2010-12-07
- Subjects: Electronic commerce- Zimbabwe , Retail trade
- Type: Article
- Identifier: uj:5166 , http://hdl.handle.net/10210/14403
- Description: This paper discusses e-commerce adoption trends in the Zimbabwean retail sector. Data were collected using questionnaire and interviews of 170 retailers and 73 customers selected in Harare. Zimbabwe’s retail sector lags behind in e-business adoption. Key application areas are in administration, accounting, management and controlling. Barcode driven systems and debit card swipe technologies are most common. Mismatch between the demand for ebusiness solutions by customers and the supply of such solutions by retailers and a pronounced digital divide between multiple store and single store retailers in the areas of network technologies were identified. The impact of e-business on business processes and company productivity is positive for multiple store and minimal for single store operators. Internal work organisation, procurement costs of supply goods and quality of product and services impacts are minimal. Scope exists for improved adoption and development of e-business for Zimbabwean retailers through better policies and supportive legislation.
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Intellectual capital management in a retail company in South Africa
- Authors: Van der Westhuizen, Celeste
- Date: 2009-01-15T13:12:21Z
- Subjects: Intellectual capital management , Retail trade
- Type: Thesis
- Identifier: uj:14799 , http://hdl.handle.net/10210/1875
- Description: M.A. , The competitive landscape in the retail sector in South Africa is changing, and new models of competitiveness are needed to deal with the challenges ahead. The responses that usually occur in relation to the above statement reveal a new competitive reality, demanding that the organisation’s capabilities will enable the retail company in South Africa to better serve their customers and to differentiate them from competitors. This dissertation is about determining the status of the measurement and interpretation of intangible assets within a retail company in South Africa, and more specifically the JD Group as a furniture retailer. There are focused on the importance of the different aspects of intellectual capital i.e. human capital, structural capital and customer capital and the value that could be derived to aid the company in the retail industry. It is also intended to establish whether value can be added to investors, customers, line management, employees and the community, if the appropriate intellectual capital management tool is identified and implemented. It is viewed, both globally and in South Africa, as a core contributory factor in achieving business strategy. It was established that knowledge processes and tools could be implemented and utilized to discover intellectual capital management as a valuable resource for the retail company. The spectrum of intellectual capital management tools is investigated and four methods of measuring intellectual capital are identified in the current literature: The Market capitalization method, the return on assets method, the direct intellectual capital method and the scorecard method. The scorecard models are identified as the most appropriate method to use in a retail company in South Africa based on the following characteristics: Monitoring of performance, reporting to stakeholders and uncovering of hidden value. The retail industry in South Africa is very volatile and organizations should be geared to adapt to changes at a rapid pace. In order to achieve world-class status, it is important to understand that management and employees, together, need to champion the competitive organisation of the future. The future organisation will no longer be in business just for the sake of business, but with a clear intent to protect its most valuable asset, the future. 21st Century businesses will be in the business of the creation of future, sustainable businesses. This dissertation explores the views as to the extent to which intangible assets contribute value, how this contribution can be measured through the use of intellectual capital management tools and what the status is of such measurement in the current retail company trading in South Africa. Once the need for intellectual capital management in the retail company in South Africa is established, focus is also given to the resultant changes required in respect of specific practices and the introduction of an array of strategy focused interventions, all within the intangible assets arena. The selection of these interventions is very JD Group specific and focuses on those areas that will contribute to the strategic alignment of leadership, culture and technology within the Group’s strategy, which is quite simply but also articulately captured in the Group’s vision statement, i.e. “To become global leaders in our fields of expertise.”
- Full Text:
- Authors: Van der Westhuizen, Celeste
- Date: 2009-01-15T13:12:21Z
- Subjects: Intellectual capital management , Retail trade
- Type: Thesis
- Identifier: uj:14799 , http://hdl.handle.net/10210/1875
- Description: M.A. , The competitive landscape in the retail sector in South Africa is changing, and new models of competitiveness are needed to deal with the challenges ahead. The responses that usually occur in relation to the above statement reveal a new competitive reality, demanding that the organisation’s capabilities will enable the retail company in South Africa to better serve their customers and to differentiate them from competitors. This dissertation is about determining the status of the measurement and interpretation of intangible assets within a retail company in South Africa, and more specifically the JD Group as a furniture retailer. There are focused on the importance of the different aspects of intellectual capital i.e. human capital, structural capital and customer capital and the value that could be derived to aid the company in the retail industry. It is also intended to establish whether value can be added to investors, customers, line management, employees and the community, if the appropriate intellectual capital management tool is identified and implemented. It is viewed, both globally and in South Africa, as a core contributory factor in achieving business strategy. It was established that knowledge processes and tools could be implemented and utilized to discover intellectual capital management as a valuable resource for the retail company. The spectrum of intellectual capital management tools is investigated and four methods of measuring intellectual capital are identified in the current literature: The Market capitalization method, the return on assets method, the direct intellectual capital method and the scorecard method. The scorecard models are identified as the most appropriate method to use in a retail company in South Africa based on the following characteristics: Monitoring of performance, reporting to stakeholders and uncovering of hidden value. The retail industry in South Africa is very volatile and organizations should be geared to adapt to changes at a rapid pace. In order to achieve world-class status, it is important to understand that management and employees, together, need to champion the competitive organisation of the future. The future organisation will no longer be in business just for the sake of business, but with a clear intent to protect its most valuable asset, the future. 21st Century businesses will be in the business of the creation of future, sustainable businesses. This dissertation explores the views as to the extent to which intangible assets contribute value, how this contribution can be measured through the use of intellectual capital management tools and what the status is of such measurement in the current retail company trading in South Africa. Once the need for intellectual capital management in the retail company in South Africa is established, focus is also given to the resultant changes required in respect of specific practices and the introduction of an array of strategy focused interventions, all within the intangible assets arena. The selection of these interventions is very JD Group specific and focuses on those areas that will contribute to the strategic alignment of leadership, culture and technology within the Group’s strategy, which is quite simply but also articulately captured in the Group’s vision statement, i.e. “To become global leaders in our fields of expertise.”
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Entrepreneurship in the fashion retail industry : Sydney Press and the rise of Edgars 1929-1982
- Dos Santos, Johanna Cathrina
- Authors: Dos Santos, Johanna Cathrina
- Date: 2018
- Subjects: Entrepreneurship , Fashion merchandising , New business enterprises - Planning , Retail trade , Edgars (Firm) , Press, Sydney
- Language: English
- Type: Doctoral (Thesis)
- Identifier: http://hdl.handle.net/10210/400156 , uj:33384
- Description: Abstract : The main focus of the study is Sydney Press and the contribution he made to the development of the Edgars Group and to the clothing and fashion retail sector through Edgars. His involvement spans from 1937 to 1982, after which the South African Breweries gained control of the Group. Although the first Edgars shop was established by Eli and Morris Ross, it was the very young Sydney Press who opened the second Edgars branch and commenced the development of this very prominent chain store Group in South Africa. Press’ entrepreneurial predisposition is evident from the beginning and the study is thus approached theoretically from an entrepreneurial perspective. To attain a better understanding of the development of the Edgars Group and the South African retail sector within a global context, an overview is given of the development of retail in the United States and Britain. The Edgars Group’s growth and performance is presented within its South African context by portraying the socio-economic environment, as well as the development of the retail sector and, specifically, fashion retail in South Africa. To this end, the development of Foschini, Truworths and Woolworths, as main competitors to the Edgars Group, is compared to assist the portrayal of Edgars’ progress and position in the retail sector. , D.Litt. et Phil. (Historical Studies)
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- Authors: Dos Santos, Johanna Cathrina
- Date: 2018
- Subjects: Entrepreneurship , Fashion merchandising , New business enterprises - Planning , Retail trade , Edgars (Firm) , Press, Sydney
- Language: English
- Type: Doctoral (Thesis)
- Identifier: http://hdl.handle.net/10210/400156 , uj:33384
- Description: Abstract : The main focus of the study is Sydney Press and the contribution he made to the development of the Edgars Group and to the clothing and fashion retail sector through Edgars. His involvement spans from 1937 to 1982, after which the South African Breweries gained control of the Group. Although the first Edgars shop was established by Eli and Morris Ross, it was the very young Sydney Press who opened the second Edgars branch and commenced the development of this very prominent chain store Group in South Africa. Press’ entrepreneurial predisposition is evident from the beginning and the study is thus approached theoretically from an entrepreneurial perspective. To attain a better understanding of the development of the Edgars Group and the South African retail sector within a global context, an overview is given of the development of retail in the United States and Britain. The Edgars Group’s growth and performance is presented within its South African context by portraying the socio-economic environment, as well as the development of the retail sector and, specifically, fashion retail in South Africa. To this end, the development of Foschini, Truworths and Woolworths, as main competitors to the Edgars Group, is compared to assist the portrayal of Edgars’ progress and position in the retail sector. , D.Litt. et Phil. (Historical Studies)
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The internationalisation of supermarkets, the nature of competitive rivalry between grocery retailers and the implications for local suppliers in Southern Africa
- Authors: Das Nair, Reena
- Date: 2019
- Subjects: Retail trade , Competition , Supermarkets
- Language: English
- Type: Doctoral (Thesis)
- Identifier: http://hdl.handle.net/10210/402734 , uj:33718
- Description: Abstract : The growth and spread of supermarket chains globally has transformed how consumers purchase groceries and household consumable products and how these supply chains have developed. This thesis analyses the spread of supermarket chains in Southern Africa, with a specific focus on South Africa, Botswana, Zambia and Zimbabwe. It analyses how the internationalisation of supermarket chains in these countries has affected, and is affected by, competition dynamics and what the implications on suppliers are. This study is among the first to assess these topics in Southern Africa, particularly the implications on the competitive landscape and the effects of market power of supermarket chains on rivals and suppliers. The thesis draws on a critical review of the literature on industrial organisation-based theories of foreign investment and Ownership-Location-Internalisation (OLI) principles to understand the patterns of supermarketisation and internationalisation in the region. It identifies the significance of national policies, political economy dynamics, proximity to suppliers and firmspecific strategies related to market power in understanding the spread of supermarkets. A key finding is that internationalisation has not been to the extent that the literature predicted, including the entry and growth of transnational retailers in Southern Africa. What is seen instead is the ‘regionalisation’ of South African supermarket chains, essentially extending their home networks and oligopolistic rivalry into the region. The thesis also identifies the resilience of alternative forms of retail through buying group-led independent retailers in South Africa, alongside supermarketisation that started in the apartheid period. The complexities of how supermarket chains compete and how market power is exerted affects their spread. The study examines the impact of market power of supermarket chains, showing that competition needs to be understood narrowly by format and segment in very localised markets, possibly limited to a shopping mall in the South African context. Importantly, the analysis reveals the shortcomings of viewing competition through just a price lens and highlights the importance of understanding non-price dimensions of competition, given the characteristics of supermarkets and the way in which the positioning of supermarkets changes over time. This requires a more dynamic perspective. Through extensive firm-level and organisation interviews in each country, the thesis evaluates the impact on suppliers through a combination of a global value chains framework and industrial organisation principles of competition in markets. The forms in which buyer power is exerted in Southern Africa and the impact that this and other requirements has on regional supplier development is evaluated. It finds that supermarket chains are important in driving the upgrading of supplier capabilities to meet these requirements by providing access to wider ii markets, facilitating their climb up a regional or global value chain ‘ladder’. The study however also finds strong concerns of buyer power imposed through the trading terms negotiated with suppliers. As gatekeepers to store networks in the region, supermarkets offer suppliers the opportunity to access more consumers. However, unequal bargaining power leads to rents extraction from value chains by supermarkets, negatively affecting supplier participation and upgrading. The thesis shows that these topics are complex and inter-related, requiring multiple lenses to analyse them. Supermarketisation and internationalisation affect the structure of markets and the competitive landscape, while the degree of competitive rivalry and market power in turn impacts the pace of supermarketisation and internationalisation. Similarly, the market power of supermarket chains has a significant impact on suppliers, while the ability of supermarkets to grow into new markets hinges on the proximity and links to well-established supplier networks. , D.Phil. (Economics)
- Full Text:
- Authors: Das Nair, Reena
- Date: 2019
- Subjects: Retail trade , Competition , Supermarkets
- Language: English
- Type: Doctoral (Thesis)
- Identifier: http://hdl.handle.net/10210/402734 , uj:33718
- Description: Abstract : The growth and spread of supermarket chains globally has transformed how consumers purchase groceries and household consumable products and how these supply chains have developed. This thesis analyses the spread of supermarket chains in Southern Africa, with a specific focus on South Africa, Botswana, Zambia and Zimbabwe. It analyses how the internationalisation of supermarket chains in these countries has affected, and is affected by, competition dynamics and what the implications on suppliers are. This study is among the first to assess these topics in Southern Africa, particularly the implications on the competitive landscape and the effects of market power of supermarket chains on rivals and suppliers. The thesis draws on a critical review of the literature on industrial organisation-based theories of foreign investment and Ownership-Location-Internalisation (OLI) principles to understand the patterns of supermarketisation and internationalisation in the region. It identifies the significance of national policies, political economy dynamics, proximity to suppliers and firmspecific strategies related to market power in understanding the spread of supermarkets. A key finding is that internationalisation has not been to the extent that the literature predicted, including the entry and growth of transnational retailers in Southern Africa. What is seen instead is the ‘regionalisation’ of South African supermarket chains, essentially extending their home networks and oligopolistic rivalry into the region. The thesis also identifies the resilience of alternative forms of retail through buying group-led independent retailers in South Africa, alongside supermarketisation that started in the apartheid period. The complexities of how supermarket chains compete and how market power is exerted affects their spread. The study examines the impact of market power of supermarket chains, showing that competition needs to be understood narrowly by format and segment in very localised markets, possibly limited to a shopping mall in the South African context. Importantly, the analysis reveals the shortcomings of viewing competition through just a price lens and highlights the importance of understanding non-price dimensions of competition, given the characteristics of supermarkets and the way in which the positioning of supermarkets changes over time. This requires a more dynamic perspective. Through extensive firm-level and organisation interviews in each country, the thesis evaluates the impact on suppliers through a combination of a global value chains framework and industrial organisation principles of competition in markets. The forms in which buyer power is exerted in Southern Africa and the impact that this and other requirements has on regional supplier development is evaluated. It finds that supermarket chains are important in driving the upgrading of supplier capabilities to meet these requirements by providing access to wider ii markets, facilitating their climb up a regional or global value chain ‘ladder’. The study however also finds strong concerns of buyer power imposed through the trading terms negotiated with suppliers. As gatekeepers to store networks in the region, supermarkets offer suppliers the opportunity to access more consumers. However, unequal bargaining power leads to rents extraction from value chains by supermarkets, negatively affecting supplier participation and upgrading. The thesis shows that these topics are complex and inter-related, requiring multiple lenses to analyse them. Supermarketisation and internationalisation affect the structure of markets and the competitive landscape, while the degree of competitive rivalry and market power in turn impacts the pace of supermarketisation and internationalisation. Similarly, the market power of supermarket chains has a significant impact on suppliers, while the ability of supermarkets to grow into new markets hinges on the proximity and links to well-established supplier networks. , D.Phil. (Economics)
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