The eighth “C” of (R)etailing: customer concern

Abstract

Looks at the state of selling through digital technology and the types of business which have emerged in this sector. Reports on the findings of two surveys in the UK which highlight the nature and scale of customer concerns in the market. Concludes that the jury is still out on the future of (r)etailing and that the dramatic developments earlier envisaged may be scaled down as it is assimilated alongside traditional methods. States that growth will require more attention on the consumer and the addressing of their concerns.

Citation

Jones, P., Clarke‐Hill, C., Shears, P. and Hillier, D. (2001), "The eighth “C” of (R)etailing: customer concern", Management Research News, Vol. 24 No. 5, pp. 11-16. https://doi.org/10.1108/01409170110782397