marketing and retail news - university of surrey newsletter a14.pdfford asia retail onference held...

Marketing and Retail News The Surrey Business School

http://www2.surrey.ac.uk/sbs/sar/areas/marketingandretail/

Winter 2014-15

Marketing and Retail News (Autumn 2014) http://www2.surrey.ac.uk/sbs/sar/areas/marketingandretail/

Retail 25 Celebrating twenty-five years

of retail studies at the

University of Surrey

Also in this issue….

Waitrose host student visit…………………………………………………………….page 4

Meet this year’s Chartered Institute of Marketing Prize-winners…...page 5

Meet the new member of the marketing team……………………………...page 6

Dr Christine Rivers wins teaching excellence award ……………………..page 7

…………..and lots more!


Retail 25

In 2014, the University of Surrey celebrates twenty-five years since the launch of its first pro-

gramme in retail management. From what started as an undergraduate degree, we now

offer;

The UK’s leading team of retail management and retail marketing academic researchers

MSc International Retail Marketing

Bespoke courses and masterclasses in retail management / marketing

A PhD programme in marketing and retail

BSc (Hons) Business and Retail Management

Knowledge Transfer Partnerships in marketing and retail

Retail and Marketing consultancy

For further enquiries, please see our web-site or contact

our Department Head, Prof Steve Wood : [email protected]

Retail 25 Celebrating twenty-five years

of retail studies at the

University of Surrey

Left to right; Benjy Meyer, Head of

Operations for M&S.com, Claire

Pearson, Director from Shopper-

centric, Professor Steve Wood,

Head of the Marketing and Retail

Department , Dan Ronald, Regional

Managing Director of Aldi Stores in

the UK, and Monica Hope, Tutor in

Retailing and Marketing and Re-

tail25 co-ordinator

Prof David Goss

Head of the

Surrey Business School

mailto:[email protected]


In October 2014, the Surrey Business School hosted

an event to celebrate 25 years of retail teaching and

research at the University of Surrey, which was

attended by alumni, current students, industry part-

ners and other supporters. In front of an audience of

160, proceedings were kicked-off with a welcome

from the Head of the Business School, Professor Da-

vid Goss. David noted that it is also twenty-years

years since the inception of the world-wide-web,

credited to Sir Tim Berners-Lee whilst he was work-

ing as a software engineer at the CERN laboratory

in Berne. Who would have really known in 1989

where the WWW would take the retail industry

over this period?

Our Retail 25 event featured contributions from

three industry speakers, who were each asked to pre-

sent their own perspective of “Opportunities and

Challenges in Retailing.” First up was Benjy Meyer,

Head of Operations for M&S.com. Benjy’s vision

comprised four dimensions. In his view, on-line re-

tailers had work to do on the experiential side of in-

teractions, if they were to be effective at inspiring

customers and then converting this into sales. Sec-

ondly, he spoke of the drive to improve the relevance

of the on-line offer for the shopper. Thirdly, Benjy

identified recent improvements and opportunities in

the visibility of stock for the retailer, where RFID

technology had been a long time coming and was fi-

nally making an impact. Last, but not least was the

mobile influence factor which is still growing very

rapidly. Mobile represents a great opportunity for

retailers across all channels and realising this poten-

tial is a key challenge of the moment.

Our second speaker was Claire Pearson, Director

from Shoppercentric.

Claire provided an inter-

esting consumer perspec-

tive. Her first retailer chal-

lenge was “pesky shop-

pers,” or how we are all

becoming far more “savvy”

in our approach to retail

services. In extreme exam-

ples, Claire identified on-line grocery customers who

would deliberately switch their patronage after a pe-

riod of regular transactions, in anticipation of being a

target for coupons to try and win back their trade.

This behaviour would then be repeated. Secondly,

she acknowledged the influence of technology and

the massive impact this had on customer expecta-

tions. Finally, Claire identified the pressure on retail-

ers brought about by declining customer loyalty. The

appeal of loyalty for the retailer is well established,

but it was increasingly doubtful whether customers

really saw it as very important.

The final speaker was Regional Managing Director of

Aldi Stores in the UK, Dan Ronald. The biggest single

retailer challenge for Dan, was how to keep it simple.

In a world where customer expectations change over

time, retailers need to deliver a consistently simple

offer. He gave an insight to the cost control focus of

Aldi retail model and identified three external im-

pacts that management are currently preoccupied

with; the aftermath of the horsemeat scandal, Middle

Eastern conflicts and the ebola crisis. Whilst the

business invested in planning ahead, it was often

difficult to see such problems in advance. Dan noted

the relatively high levels of staff turnover in the retail

sector in general, along with the significant associat-

ed cost. Reducing staff turnover represented his last

big challenge facing the retailer.

A very enjoyable evening

closed with a reception held

in the Lakeside restaurant on

campus.

We would like to thank our

guest speakers for their con-

tribution in making this such

a successful event.

Retail 25 “Opportunities and Challenges

in Retailing.”


In May this year our final year undergrad-uate students from the retail programme visited the Distribution Centre operated by Waitrose at Bracknell in Berkshire. They were given the opportunity to see around the site, which supplies fresh and ambient product to the company’s stores in south-east England. The tour was fol-lowed by a question and answer session hosted by Phil Cheeseman, Business Ana-lyst for Waitrose Supply Chain Opera-tions. Phil is himself a graduate of the University’s retail programme. We would like to thank Waitrose for their support with hosting this visit.

The picture shows some of our students having an explanation of the operation within the ambient chamber at Bracknell.

Retail Logistics in Action

In October 2014, Steve Wood attended the 7th Ox-ford Asia Retail Conference held at the National Uni-versity of Singapore. Steve presented his ongoing work with Neil Wrigley (Southampton) and Neil Coe (National University of Singapore) on the role of cap-ital discipline and relations with the capital markets in supporting (or restricting) the nature of interna-tional retail expansion. This issue has become all the more interesting recently with the identification of a £250m “black hole” in the profit figures of Tesco.

7th Oxford Asia Retail Conference

Singapore

In July, part time Doctor of Business Administration candidate, Alex Karl attended his viva (an oral examina-

tion). Supervised by Professor Reinhard Bachman and our own Professor Steve Wood, Alex was examined by a team that included Dr James Bell. We are delighted

to report that Alex performed admirably dur-ing this two hour discussion and should now be referred to as Dr Alex Karl! Our congratu-lations to Alex!

Left to right: Dr James Bell (internal examiner); Dr Alex Karl; Prof Steve Wood (supervisor)

Alex Karl DBA success

Over 30 researchers from across Europe and the USA attended the Colloquium on European Re-search in Retailing at the University of Bremen, Germany. Topics discussed range from shopper behaviour over retail marketing, -strategy and -operations to logistics and supply chain manage-ment. Professor Christoph Teller is one of members of the organisational committee of CERR. He presented joint research with Dr Arne Floh on patronage behaviour, with Professor Andrew Alex-ander on boundary spanning in Service Deliver Networks and with Dr Christina Holweg (Vienna University of Eco-nomics and Business) on Food waste in retail and wholesale stores. The next CERR will take in 2016 in Paris.

2014 Colloquium on

European Retail Research Bremen, September 25th - 27th


News in brief…..

On the Board

Professor Andrew Alexander and Professor Chris-toph Teller have joined the advisory board of the academic journal Marketing Intelligence and Plan-ning.

New Head of Department

Over the summer, Professor Steve Wood has taken on the role of leading the Department of Mar-keting and Retail Management in the Surrey Busi-ness School from Professor Andrew Alexander. We would like to thank Andrew for his very sub-stantial contribution in this role over more than three years, and to wish Steve well as he takes over.

Academy of Marketing Conference 2014

Members of the group including Andrew Alexan-der, Christine Reeves and Christoph Teller pre-sented their work at the conference in Bourne-mouth. Andrew and Christoph presented a paper on their study of the boundary spanning potential of store managers in shopping centres.

Retail Consultancy Project

This exciting new module led by Monica Hope, has been introduced to the final year of the Business and Retail Management programme in the current academic year. We have two groups of students both working on projects with Waitrose as the “client”; one on performance measurement and the other on improving product freshness. Up-date to follow!

New research funding

Andrew Alexander, Christoph Teller and Steve Wood, together with Monica Hope, are working on four inter-related funded projects exploring the future of retail as part of RCUK’s New Economic Models in the Digital Economy initiative. The pro-jects explore both matters of in-store marketing and operations and critical issues in the manage-ment of wider town centre retail and service envi-ronments.

Our New Professor….

It is our great pleasure to con-gratulate our long-standing col-league Jane Hemsley-Brown on her new appointment as Profes-sorial Fellow.

Congratulations to Hayley Magorian and Emily Turnnidge who were both awarded the Chartered Institute of Marketing prize for the best Mar-keting student. The CIM prize is award-ed to the final year student achieving the best overall mark on all final year marketing modules. This included Re-search in Marketing, Marketing Strate-gy and Marketing in the Digital Environ-ment. The Surrey Business School has developed close links with the Surrey branch of the CIM and have had a num-ber of exciting and insightful guest speakers from industry over the last year.

Pictured left; Tony Bennet from the CIM awarding the prize to Hayley Ma-gorian (top) and Emily Turnnidge (bottom).

Prizewinners

BAM 2014 in Belfast

The birthplace of RMS Titanic and the capital and largest city of Northern Ireland, Belfast was an ideal host for this year’s British Academy of Management confer-ence! Joanna Anninou attended and presented her developmental

paper on consumer confusion. BAM conference has been a per-fect opportunity to participate in interesting workshops, to share viewpoints with the rest of the academic community but also to enjoy the famous Irish dance dur-ing the BAM Gala dinner!

Joanna outside the Belfast Water-front Hall where the conference took place

The future of town centres and high streets – Steve in the United States

During the Easter vacation, Prof Ste-ve Wood attended the Annual Asso-ciation of American Geographers Conference in Tampa, Florida. He presented his contribution to the forthcoming Department for Com-munities and Local Government (DCLG) Evidence Review on the High Street, led by Prof Neil Wrigley from University of Southampton. Due to be published at the end of the year, it promises to inform Government policy on the future of the high street.

Left to right: Some of the co-authors of the forthcoming evidence review: Dr Dionysia Lambiri (Southampton); Cathy Hart (Loughborough); Prof Steve Wood (Surrey); Prof Neil Wrigley (Southampton)


A taster lecture was given to youths from a local centre to give them an idea about University life and to inspire them to con-tinue and aim higher in further education. The day was organ-ised by students from Enactus Surrey a social enterprise socie-ty at the University working to make change. The potential stu-dents were studying for GCSEs with a number of them from difficult backgrounds. Sree Beg a teaching fellow in marketing gave a short lecture to a group of students that would not normally have considered going to Univer-sity. Students from Surrey regu-

larly visit the school to inspire the students to work harder.

‘It was a challenging task but there was a lot of excitement when we started exploring the branding of fast-moving-consumer-goods. You could see these students were really excit-ed about just being at a Universi-ty and actually sitting in on a lec-ture.’ The students commented afterwards how they had really enjoyed the day and did find it inspirational.

The day was organised by Jack Muir a second year business stu-dent alongside Hayley Magorian (now a graduate from Business Management) and others.

Marketing lecture

provides inspiration

for potential students

We are delighted to welcome Dr Yi-Chun Ou to the Surrey Business School, who joined us in Septem-ber as our new Lecturer in Mar-keting / Retail Marketing.

Yi-Chun is from a harbour city (Kaohsiung) in Taiwan, but neither taking the boat ride on the sea nor sunbathing on the beach is her fa-vourite. She spent several years in the Netherlands. Over there, she got a Ph.D. in marketing from the University of Groningen and also research master in Sociology. The Netherlands has become her sec-ond home country. The following description may be stereotyped: like most of the Taiwanese, she en-joys delicious food with the family and friends; like most of the Dutch, she is very down to earth and en-joys shopping with extremely high quality/ price ratios.

Her current research interest (i.e., 3 papers in the dissertation) lies in examining contingencies of the effectiveness of customer loyalty strategies. The first paper studies the contingent impact of consumer

confidence and has been published in the Journal of Service Research in August 2014. The second paper ex-plores the contingent impact of in-dustry and firm characteristics. This paper has recently been revised and re-submitted to the Journal of Mar-keting. The final paper investigates how to integrate customer emo-tions and existing loyalty strategies to effectively create customer loyal-ty. Her future research will focus on further examination of customer emotions, competition, and the in-tegration of marketing strategies.

She regularly does such sports as zumba, body combat, body pump, and body attack at the Surrey Sport Park. If anyone would like to join her, please drop her a line. It is much more fun to do sports togeth-er. Also, she plans to explore this new country. For example, she wants to know how the British live. It is important “when in Rome, to do as the Romans do ”. Moreover, if anyone would like to share travel experiences in Britain, her door is always open.

Meet the latest

member of the

marketing

team...

“..when in Rome, it is important

to “do as the Romans do... ”

Effectiveness of

customer loyalty strategies


Theo Piteros from Colgate Palmol-ive (whose UK Head Office is very close to our campus in Guildford) was an invitee of Joanna Anninou and Sree Beg and joined as guest speaker for our undergraduate

‘Marketing Strategy’ module. Our guest speaker has a high level of expertise on Supply Chain Opera-tions and especially the part of commercial logistics, but he is also specializing in working in virtual global teams and has been certi-fied as a virtual trainer for cross-functional teams. He further acts

as an assessor of new staff.

Theo presented the global vision and marketing strategy of Colgate-Palmolive (ranging from branding issues to environmental concerns)

and then focused on the current challenges of working in a global environment. It is certain that fol-lowing this presentations our stu-dents are closer to thinking the strategic and trivial aspects of

working in global teams, from setting up a suitable team to ar-ranging a convenient time when people from the USA, Australia and Europe are participating!

We would like to thank Theo very much for his industry insight and for such an interesting presenta-tion.

Guest Presentation;

Global Vision

and

Marketing Strategy

of

Colgate-Palmolive

Research Seminar Series…..

In the latest of our long running research seminar programme the Marketing and Retail department has been very pleased to host two guest presenters, both of whom are well-respected for their work…

In May we welcomed Professor Anne Roggeveen from Babson College in the US, who presented her paper, “The Choice is Close at Hand - How Hand Proximity impacts Consumer Responses to Persuasive Communications.” Anne is renowned for her expertise in the area of consumer and managerial information processing and decision making—particularly in the areas of pricing, retailing, and services. She has an impressive publication record in leading academic journals in this field, including the Journal of Marketing Research, Journal of Consumer Re-search, Journal of Consumer Psychology, Journal of the Academy of Marketing Science, and the Journal of Retail-ing.

More recently we were pleased to welcome Dr Christoph Backhaus, Professor of Marketing at Newcastle University Business School. Christoph’s expertise is in services marketing and services management, customer relationship management, and marketing communications. His work in these domains has been published in international marketing journals such as Journal of Retailing, Journal of the Academy of Marketing Science, International Marketing Review, and Psychology & Marketing. For our seminar Christoph presented his paper on, “Individual and Organizational Antecedents of Franchisee Adjustment or: How to Prevent Disillusionment after the Franchise-Honeymoon.”

We would like to thank our guests for their contributions to our research seminar series.

Watch the web pages for details of forthcoming speakers on this programme.

Anne Roggeveen

Christoph Backhaus

Dr Christine Rivers received the Faculty Teaching Award in June 2014 as part of the Vice-Chancellor’s Award for Teaching Excellence. This was celebrated at the Vice-Chancellor’s Award Presentation and Dinner on the 24th of November, where Chris-tine was congratulated and thanked for her contributions in teaching and learning, enhancing the student experience and supporting new members of staff in the fac-ulty of Business, Economics and Law.

Christine (pictured left with her award) is a Teaching Fellow in Marketing. We would to congratulate her on this achievement.

Award for Teaching Excellence….


Our most recent academic publications…. Dr Yi-Chun Ou

Ou, Yi-Chun, Lisette de Vries, Thorsten Wiesel, and Peter C. Verhoef (2014), “The Role of Consumer Confidence in Creating Custoer Loyalty,” Journal of Service Research, 17 (3), 339-354

Professor Andrew Alexander and Professor Christoph Teller

Teller C, Alexander A. (2014) 'Store Managers – The Seismographs in Shopping Centres'. Emerald European Journal of Marketing, 48 (11/12)

Kotzab H, Teller C, Grant D, Friis A. (2014) 'Supply Chain Management Resources, Capa-bilities and Execution'. Taylor & Francis Production Planning and Control,

Prof Steve Wood

Perry P, Wood SM, Fernie J. (2014) 'Corporate Social Responsibility in Garment Sourcing Networks: Factory Management Perspectives on Ethical Trade in Sri Lanka'. Journal of Business Ethics,

Wood SM, Coe NM, Wrigley N. (2014) 'Multi-Scalar Localization and Capability Transfer-ence: Exploring Embeddedness in the Asian Retail Expansion of Tesco'. Regional Studies,

Wood SM, McCarthy D. (2014) 'The UK food retail ‘race for space’ and market satura-tion:a contemporary review'. International Review of Retail, Distribution and Consumer Research, 24 (2), pp. 121-144.

Wood SM, Reynolds J. (2014) 'Establishing territorial embeddedness within retail TNC expansion: the contribution of store development departments'.Regional Studies, 48 (8), pp. 1371-1390.

Dr Jing Yang Zhong

Zhong, J. and Mitchell, V (2013). When having is not enough; Implications of Being Satisfied. European Journal of Marketing. Vol 47 (11/12) pp. 1975-2001

….and Research Collaborations Professor Andrew Alexander, Professor Christoph Teller and Professor Steve Wood

2014 - "Critical Instore Marketing and Store Operations Issues - A Literature Re-view" (NEMODE/EPSRC: ). Principal investigator - Prof Steve Wood; Co-investigators - Prof Christoph Teller; Prof Andrew Alexander.

"Current and Future Marketing and Operational Issues in Store Based Retail Environments – The Experts’ Point Of View" (NEMODE/EPSRC). Principal investigator - Prof Christoph Teller; Co-investigators - Prof Andrew Alexander; Prof Steve Wood.

"Themes and Priorities in Instore Marketing and Operations – A Research Agen-

da" (NEMODE/EPSRC). Principal investigator - Prof Steve Wood; Co-investigators - Prof Christoph Teller; Prof Andrew Alexander.

"Critical Issues in Managing the Town Centre Retail and Service Environment: The Cen-tre Managers’ Perspective" (NEMODE/EPSRC). Principal investigator - Prof Andrew Al-exander; Co-investigators - Prof Christoph Teller; Prof Steve Wood.

Professor Jane Hemsley-Brown

Knowledge Transfer Partnership (KTP) 'to develop and launch an innovative 3D retail software product into live commercial use via product evaluation (and subsequent im-provement) by business customers and end customers'. (Morris Consultancy). (£40,000) 2014-15. (Principal Investigator)

Prof Andrew Alexander

Dr Yi-Chun Ou

Prof Christoph Teller

Prof Steve Wood

Dr Jing Yang Zhong

Prof Jane Hemsley-Brown

If you have any item that you think is newsworthy please forward to Monica Hope for inclusion in the next

issue: [email protected]

Monica Hope, The Surrey Business School, University of Surrey Guildford GU2 7XH +44(0)1483 689990

Further news items are available from the School’s Facebook page.

This issue has been edited by James Bell. Whilst every effort has been made to ensure accuracy, please for-

give any errors or omissions

marketing and retail news - university of surrey newsletter a14.pdfford asia retail onference held...

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