Abstract:
The retail industry is a highly competitive and a dynamic industry which evolves
continuously. In this sense, it is important to understand how JayKay Marketing Services (Pvt)
Ltd (JMSL), also referred as Keells supermarket, have been able to sustain its performance
over a long period. The sustained performance of Keells supermarket is evident from both a
financial perspective and a non-financial perspective. The authors have referred a significant
number of research articles to articulate the theoretical underpinning of sustained
performance. The sustained performance in this research findings defines in multiple ways
and it is connected with monetary aspects such as profitability, revenue, as well as other
aspects such as customer satisfaction, market share growth and flexibility in organizational
structure. In this study however, sustained performance is looked from a financial perspective
along with a sustainable competitive edge of organizations which again has a direct correlation
to achievement of sustained performance. Most importantly, the study identifies three key
driving factors namely applying innovation, implementing strategic human resource
management practices and exhibiting transformational and transactional leadership styles
which has resulted in the outcome which is sustained performance. A conceptual framework
was established to keep the focus in the case study. In order to support and validate study
findings, apart from different secondary sources, the authors have conducted 20 in-depth
interviews, 8 diverse focus group discussions based on a structured interview guide and direct
observations in various outlets of Keells supermarket. The study findings would be very
helpful for the future studies and any other organization in the retail industry, can apply the
practical implications to their business while leadership styles can be varied with different
personalities of the leaders having for their organizations.
