Purpose – The purpose of this paper is to explore poor service encounters from the customer's perspective. Design/methodology/approach – Multiple autoethnographic accounts of overwhelmingly dreadful customer experiences at a department store were gathered and analyzed. The writers of the...

Comments on the article “Spokes in the Wheel of Retailing” Congratulates the authors on the issues raised therein, but maintains that “Spokes in the Wheel of Retailing” represents a missed opportunity. More detailed research is needed on the processes of retail change in the inter‐war...

Recently described as a 'peculiarly British innovation,' retail parks are an increasingly important element of the UK's urban retail structure. Yet relatively little is known about customer usage and perceptions of this innovative retail form. A study of the Abbey Trading Centre, an unplanned...

Despite its conceptual significance, R. L. Davies' complex model of city centre retailing has received relatively few empirical airings.This is largely attributable to its reliance upon the free play of market forces,a state of affairs which rarely pertains in today's highly planned retail...

The agglomeration of similar retail outlets has long attracted the attention of geographers. This paper examines the attitudes of retailers towards agglomeration,thereby complementing earlier studies based upon pattern analysis and pedestrian interchange. In addition, it explores the nature of...