A typology of retail failures and recoveries

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

doi:10.1016/0022-4359(93)90016-C

A typology of retail failures and recoveries

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

Research output: Contribution to journal › Article › peer-review

524 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 language	English
Pages (from-to)	429-452
Number of pages	24
Journal	Journal of Retailing
Volume	69
Issue number	4
DOIs	https://doi.org/10.1016/0022-4359(93)90016-C
State	Published - 1993

ASJC Scopus subject areas

Marketing

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10.1016/0022-4359(93)90016-C

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title = "A typology of retail failures and recoveries",

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.",

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A typology of retail failures and recoveries

Abstract

ASJC Scopus subject areas

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