A typology of retail failures and recoveries

Scott W. Kelley, K. Douglas Hoffman, Mark A. Davis

Research output: Contribution to journalArticlepeer-review

540 Scopus citations

Abstract

This study extends previous research by developing a typology of retail failures and recovery strategies. Upon sorting 661 critical incidents pertaining to general merchandise retailers, results revealed fifteen different types of retail failures and twelve unique recovery strategies. In addition, the effectiveness of the recovery strategies are examined and research implications are discussed.

Original languageEnglish
Pages (from-to)429-452
Number of pages24
JournalJournal of Retailing
Volume69
Issue number4
DOIs
StatePublished - 1993

ASJC Scopus subject areas

  • Marketing

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