Contets Preface xv Acknowledgments xxiii PART ONE AN OVERVIEW or STRATEGIC RETAIL MANAGEMENT1 1. An Introduction to Retailing 3 2. Building and Sustaining Relationships in Retailing 23 3. Strategic Planning in Retailing 57 PART TWO SITUATION ANALYSIS101 4. Retail Institutions by Ownership103 5. Retail Institutions by Store-Based Strategy Mix127 6. Web, Nonstore-Based, and Other Forms of Nontraditional Retailing153 PART THREE TARGETING CUSTOMERS AND GATHERING INFORMATION195 7. Identifying and Understanding Consumers197 8. Information Gathering and Processing in Retailing 225 PART FOUR CHOOSING A STORE LOCATION 259 9. Trading-Area Analysis 261 10. Site Selection 291 PART FIVE MANAGING A RETAIL BUSINESS 323 11. Retail Organization and Human Resource Management 325 12. Operations Management: Financial Dimensions 355 13. Operations Management: Operational Dimensions 377 PART SIX MERCHANDISE MANAGEMENT AND PRICING 405 14. Developing Merchandise Plans 407 15. Implementing Merchandise Plans 439 16. Financial Merchandise Management 467 17. Pricing in Retailing 497 PART SEVEN COMMUNICATING WITH THE CUSTOMER537 18. Establishing and Maintaining a Retail Image 539 19. Promotional Strategy 567 PART EIGHT PUTTING IT ALL TOGETHER603 20. Integrating and Controlling the Retail Strategy 605 APPENDIXES A Careers in Retailing635 B About the Web Site That Accompanies Retail Management (www.prenhall.com/ bermanevans)643 C Glossary 645 NAME INDEX659 SUBJECT INDEX667