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Retail Store Management

Notes provided, despite the fact that sales staff is the company’s direct point of contact with
customers. In this model, communication is one way. Waterstone’s decentralization helps
to invert this triangle. This method of organisation brings the customer sharply into
focus. This means that:

1. customers are at the top of the hierarchy,
2. as local booksellers are the buyers at the front-line of the organisation, they are best
placed to respond accurately and immediately to customers’ needs,

3. communication between customers and booksellers, who are also the company’s
buyers, is a two way process.

Figure 1: Organization Structure

Questions:

1. Analyze the case and interpret it.
2. Write down the case fact.
3. What do you conclude from it?

Source: http://businesscasestudies.co.uk/waterstones/decentralisation-within-a-book-retailer/
organisational-structure.html#axzz2I1cBDSCv

1.4 Summary

A retailer or retail store is any business enterprise whose sale volume comes primarily
from retailing.
Good customer service is more than just being quick and having a good product.

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