Chapter 1 Service as the New Paradigm in Retailing

Chapter 2 The Service Imperative in the Retailing Industry

Chapter 4 A Framework for Applying Customer Insight and Context to the Development of a Shopping Experience Strategy

Chapter 5 Why Loyalty Matters in Retailing

Chapter 6 Strategic Service Innovation Management in Retailing

Chapter 7 Electronic Retailing and Service Quality

Chapter 8 Using Multichannel Marketing Activities to Build Customer Relationships: As Pertaining to the Consumer Electronics Retail Sector

Chapter 9 Reinventing the Customer Experience: Technology and the Service Marketing Mix

Chapter 10 Multicultural Consumers and the Retail Service Experience

Chapter 11 Culture and Social Media: Changing Service Expectations

Chapter 12 Complaint Management in Retailing

Chapter 13 Retailer Branding Through Excellence in Service

Chapter 14 Values Resonance Drives Sustainable Customer Value: Lessons from IKEA

Chapter 15 Lessons from History: What Today’s Retailers Can Learn from the Marketing of The Wizard of Oz Stage Show in the 1900s

Chapter 16 Paradigm Shifters in Retailing