ABSTRACT

This chapter discusses microprocessing technology within retailing: increased management control; brought a variety of 'hard' and 'soft' benefits to the innovating firm; and led to an increase in operational efficiency. It considers what is known about the actual and potential impact of microcomputers in retailing. Major advances are being made in the electronic sophistication of retailing, and the last decade has shown substantial substitution of capital for labour in this traditionally labour-intensive industry. The impact of new technology upon the retail sector can be classified into three main areas: that experienced by the customer; that affecting the outlet; and that felt by those actually working with the technology. These may be considered in turn, together with the implications for retail management. In addition to improved labour productivity and possible labour reductions, a retail organisation, like any organisation, has need of management information of all types and at all levels, in order to effectively manage its business.