Full-text of this article is not available in this e-prints service. This article was originally published in International Journal of Retail & Distribution Management, published by and copyright Emerald.

Considers marketing information and channel relationship issues raised by the commercialization of EFTPoS systems. Discusses the role and experience of the retailer, banker and consumer, and their evolving relationship in the context of electronic payment systems. Drawing on previous analysis of...

Purpose – The purpose of this paper is to examine “nasty” retail shopping experiences. The paper aims to consider implications of distrust related to theft control measures in retail customer service. Design/methodology/approach – Storytelling as a “memory‐work” method draws on...

Comments favourably on two recent publications which enhance an understanding of the retailer′s responsibilities towards the consumer.