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Barnes & Noble Retail Audit
Javier Alvarado, Michelle Lee, Thomas Maxwell, Marc Stone
University of West Florida
MAR 3503
Dr. Felicia Morgan
Barnes & Noble Retail Audit
Barnes & Noble (B & N) is the nation's top bookseller brand and the second-largest coffeehouse in the United States. It takes more than 8 million customer orders a year and fulfills more than 100,000 customer service requests every day. The B & N brand can be found on almost 800 stores across the United States. These stores average 25,000 square feet and carry up to 200,000 titles. B & N stores feature the best service, depth of selection and comfortable settings, including lounge chairs and reading tables. Open seven days a week, the stores also carry wide selections of music, DVD/video titles and magazines.
B & N also operates a very successful website that offers more than 1 million titles. They are able to offer such large selection due to their vast network of warehouses and distribution centers throughout the United States. Customers are able to easily search for products via the B & N search engine on the B & N website. Some customers primarily use the website to buy products, while others shop in the brick and mortar stores and then, if the title they want is not in stock, they use the website to supplement the store’s offerings.
Purpose
The purpose of this study is to observe the behavior of consumers in the Barnes & Noble retail environment in order to assess how well the store is optimized to meet customer needs and to provide an ideal experience for the customer that result in maximum profits and ...