Tesco Retailing History

Today's retailing is becoming increasingly competitive. People have more chances to choose different retail outlets than before. In other words,shopping become easier for most people to swift between different retailing outlets. At the core of retailing is the development and maintenance of long-term relationships with customers achieved by creating superior customer value and satisfaction, which not simply a series of discrete transactions.[1]

In order to attracting new customers, retaining previous customers become every retailing runner's concern. Great company puts more focus on to provide customers best price and good shopping experience. And the company knows who its customer are and deepens its relationship with them over time. The

Tesco opened its first store in Edgware, North London in 1929. It gets its name from the combination of the founder of Tesco, Sir Jack Cohen and a partner in a firm of tea suppliers who Cohen worked with, T.E. Stockwell. Tesco is also the world's most successful and profitable online grocer. In November 1996, Tesco launched the internet superstore of Tesco direct. It has realised that customers would prefer to purchase online from the store in which they would normally shop in person. In that way, customers would receive the same price for each item online as the price in the store nearest their

On the one hand, the service process plays an important role in retaining customers for the retailing. On the other hand great company views creating lifetime loyalty as part of company's core purpose as well. Thus, improving a company's service process has emerged as a strategic imperative.

2.2 Tesco.com service process

For this kind of service process, the challenges for managers mainly focus on: marketing; making service; attention to physical surroundings; training; methods development and control; employees' welfare; scheduling workforces; control of far-flung geographical locations; startup of new units and managing growth.

Tesco.com service processes can be defined as both front office processes, and back office processes which might provide personal interaction through technology such as organisation's website, customer play the important role in front office. The presence of the customer may have benefits in terms of providing an additional resource and better