Portal de Periódicos da CAPES

Downtowns in transition

2005; Emerald Publishing Limited; Volume: 33; Issue: 11 Linguagem: Inglês

10.1108/09590550510629392

1758-6690

Tony Hernández, Ken Jones,

Customer Service Quality and Loyalty

Purpose To detail the changing nature of retail and service activity in Canada's downtowns and examine the role of business improvement areas (BIAs) in promoting downtown vitality. Design/methodology/approach The research is based on a combination of retail structural analysis and case study research. The structural analysis provides data on transitioning urban demographics and tracks retail and service activity sales change in Canada's major metropolitan downtowns. The case study reports an overview of findings from in‐depth research with the Downtown Yonge BIA. A small number of retail metrics are presented. Findings The paper highlights the significant suburb shift in retail activity across Canada's metropolitan areas and the associated challenges that this has resulted in for the downtown. The role of BIAs are outlined, and examined with reference to operation of the BIA concept within the downtown core of Canada's largest metropolitan market, Toronto. Research limitations/implications The research has been selective in focusing on the Downtown Yonge BIA, the experiences of BIAs across Toronto (and other Canada metropolitan areas) are likely to vary widely. Highlights the need to develop metrics to measure performance and compare BIAs. Practical implications The paper provides an interesting perspective on BIA strategies, with the selected metrics providing BIA managers and urban planners with a set of additional measures to assess BIA performance Originality/value The paper relates BIA planning to the development of performance metrics.