Improving On-Shelf Availability and Out-of-Stocks in Non-food Retail

Abstract

On-shelf availability (OSA) and out-of-stocks (OOS) are two important business criteria in the retail sector, particularly from a customer service and profitability perspective. However, most retailers in the non-food or grocery sector have paid little attention to OSA compared to food retailers. This article replicates a study by Grant and Fernie (2008) to further explore how non-food retailers measure OSA and solve OOS problems, critical factors to conduct in-store replenishment, and the impact of rapidly increasing e-commerce activities in the retail market. Findings supported the Grant and Fernie (2008) study and additional findings emerged about Internet and online concerns.