Impact of Covid-19 on Marks & Spencer in the Retail Sector

This research project focuses on the challenges faced by Marks & Spencer in the retail sector due to the Covid-19 pandemic. It explores the impact of the pandemic on the retail sector in the UK, specifically on the sales of Marks & Spencer. The research aims to identify the challenges arising from the decline in sales and provide strategic solutions to mitigate the negative impact.

MANAGEMENT
REPORT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
BACKGROUND.............................................................................................................................4
RESEARCH METHODOLOGY....................................................................................................6
FINDINGS.......................................................................................................................................7
Critical evaluation of issues.......................................................................................................16
RECOMMENDATIONS...............................................................................................................19
CONCLUSION..............................................................................................................................20
REFERENCES..............................................................................................................................22
APPENDIX....................................................................................................................................24
Questionnaire.............................................................................................................................24

INTRODUCTION
Covid-19 has created pandemic situation for the world from past few months and has
impacted all type business sectors such as hospitality, travel and tourism, food, clothing,
pharmaceutical and retail sector negatively. However, retail sector is highly affected from Covid-
19 pandemic because they unable to retail it’s product to the customer. There are various
multinational companies which offers it’s product across the world due to this cannot sell their
services. Supply chain management and logistic chain management are backbone of the retail
sector because they support to provide product availability from retail company to customers.
There are various digital media that are using by retail companies to sell their product but
lockdown has reductant all strategies of retail companies. Most of the country’s government have
announced and imposed lockdown in order to preventing corona virus spreading and strictly
aware people’s not to go out from their houses. It has brought huge financial loss in MNC’s
because they are not able to sell it’s product at domestic and global level (Kharoubi and Dolle,
2020). Covid-19 is not only harm physically but also mentally. There is an example to
understand such as a retail company that operates it’s at domestic level and global level through
it’s stores wherein employ wide number of employees to offer product services to the customer.
Due to covid-19 most of the employee avoid to go on physical stores to think that they can
infected by corona virus as resulted brings poor productivity of employees in the workplace.
Such consequences have impacted whole year revenue of the companies. This research project
will provide understanding about challenges or issues that are faced by Marks & Spencer in retail
sector due to Covid-19.
This research will supportive all companies which operates their business in retail sector
because it will include all actual facts that are facing by retail companies currently. It also
highlighted several issues that arising by covid-19. This pandemic is not only impacted UK’s
market but also whole world’s retail market. There are numerous retail companies which are
fully dependent on logistic and supply chain management but due to lockdown they are facing
heavy financial loss whereas this research project will support such company to deal with in such
consequences. With this research project individuals retail company is not only finds solution of
identified challenges but also will be mentally prepared to take advantage over such situation in

future effectively (Authority, 2018). There is a reason to choose this topic for research purpose
such as it is one of the most economic stimulant business sectors among others and essential for
human needs. But currently this sector is facing various challenges to operate their business. In
the research project will pick all authentic and realistic sources related to research topic by the
support of effective data colleting tools which will maintain quality of all collected information
so that logical conclusion can draw. Overall, this research will become source of solution for the
retail sector in recent time as well as future perspective. This research project will include aims
and objectives of the Marks & Spencer.
BACKGROUND
It has evident that Covid-19 pandemic is bringing huge jeopardise for the retail sector in
UK which was enormously susceptible for it’s future positioning after Brexit interference. Retail
industry gives huge contribution in stimulating overall GDP rate such as around 5%. But
extensive rules of social distancing are cancelling all major events like marketing campaign etc.
in order to influence customer to buy product, lockdown economy etc. are ultimately affecting
entire retail industry. It has evident that particular retail sector is facing issues of the pandemic
whereas most of the small-scale business ventures have closed their businesses while
multinational companies are struggling with most cruel brunt due to social distancing and
lockdown rules. So, it is required to analyse that how Covid-19 has impacted selling revenue in
the retail sector and what are issues or challenges which are facing by retail industry (COVID-
19: How retailers can overcome the challenges of a pandemic, 2020). In this research will
clearly highlighted probable solution of determined challenges and those can be implemented by
retail companies in order to reducing negative impact and keep going their business in the retail
sector for prolong time. Marks & Spencer Group plc is a British multinational retailer company
which is headquartered in London, England, UK. it is operated in more than 1463 location
through it’s conventional stores. Around 80,000 employees offer their services in the company.
It posses’ wide product categories such as clothing, home and food product and sell to customer
among customers across the world. It also has wide brand portfolio and offers product services to
the customer. It offers product services across the world through their subsidiaries but most of
the countries have imposed lockdown in order to break chain of spread disease. Due to this it
unable to sell it’s products which has brought heavy loss in company. However, it has faced huge

loss during Brexit as well because it has to change their product and policies according to
government norms and it unable to trade its product into multiple country due to trade restriction.
Shares price of Marks & Spencer has suspended in 2019.
Figure 1: M&S SHARES PRICE
Source: (M&S drops out of FTSE 100 after shares)
So, management of M&S has framed objectives to deal with current and post situation
such as “to evaluate impact of Covid-19 on selling scale in the retail sector”, “to determine
overall impact that this Covid-19 pandemic has led on Marks & Spencer in particular”, “to
analyse various challenges that the decrease sales will exist” and “to create strategic solutions
based on the determined challenges”.
Aim
“To analyse several negative impacts on retail sector of the UK after glocal Covid-19
pandemic. A case study on Marks & Spencer.”
Research Question
 How the retail sector in UK has been impacted by the COVID-19?
 What is the effect of this pandemic on sales of Marks & Spencer?

 What are the challenges that arises in retail company due to decline sales?
Significance
This research topic has been elected extensive details over the different aspects which are
affiliated with the impact that global Covid-19 pandemic. Due to this it will have and having on
the entire retail industry. So, it is essential to evaluate all negative impact and problems which
are experiencing by retail companies in declining of sales. However, this research will support
in determining that what are the factors that related with reduction in sales of the retail
companies particularly. This research will support to understand impact of global pandemic
which has developed from past few months and how these will impact in future as well, so it is
essential to conduct research on this topic. This research will become as representative of the all
issues and challenges that will be struggled by the MNC’s and small-scale companies in the
UK’s retail sector especially (5 Challenges the new Retail post Covid-19 needs to overcome,
2020). However, this research is not only proposed by scholar and others researchers but also
involves managers of the company who already have been running their companies in the UK’s
retail sector.
RESEARCH METHODOLOGY
 Research Type: It is a well-organized process of searching new information, idea and
thoughts that assist in increasing potential of the company. Qualitative and quantitative
method are two major methods of research type which helps business in collecting
quality information related research topic with accuracy precisely. Qualitative method
supports to maintain quality while gathering data. on the other hand, quantitative method
provides information in numerical figure which is bit harder for all people to understand
effectively. Qualitative method will use for this research because it is necessary to collect
realistic data then logical conclusion can be portrayed of entire research. With this
method will collect overall data related to Marks & Spencer current scenario because in
recent time company has faced heavy loss in it’s business due to COVID-19 pandemic.
 Research Philosophy: It is basically dependent on theories that helps in collecting data in
precise manner. It contains two type philosophies such as positivism and interpretivism
whereas interpretivism philosophy explore reality of the business environment and

supports to select relevant data from whole collected data. While positivism philosophy
assists in gathering authentic data which already present in the business environment. In
this research will use positivism philosophy. The reason behind is that this research needs
actual data for the further process. Positivism philosophy method will support to collect
all realistic information regarding M&S situation like it’s financial infrastructure,
employee retention, profit margin as well as customer occupancy. With this information
can be analysed situation of the business in current period as well postcovid-19.
 Research Design: This method is used for conducting research process in the business
market. Inductive, deductive and abductive are the three types of research design. This
method plays significant role for qualitative research method so, it will use for this
research (Landgren, 2020).
 Research Approach: Exploratory, explanatory and descriptive are the three major
categories of research approach. whereas descriptive approach is proposed to understand
behaviour of individuals. On contrary, explanatory research identify factors that will have
or having impact on business environment directly. However, exploratory approach
supports in gaining logical answering on given questionnaire. Exploratory approach will
use for this research because it requires to get answers on proposed questions related to
research topic. To examine situation of the M&S will prepare questionnaires then this
exploratory method helps to record logical answering of respondents.
 Research Sampling: Probably and non-probably are two methods of data collection. This
research requires random sampling in order to get actual data during interview session. In
addition, random sampling method gives equal opportunity to all people to be part of
sample population without rising issue of discrimination. Marks & Spencer selects 30
random employees as sample population for the questionnaire (Mohajan, 2018).
 Data Collection: it is one of the most essential tools for the research project because it
supports to collect data from different sources. It is further categorized into two methods
primary and secondary. Primary method supports to gather actual data by interview
session. On the other hand, secondary method is used for collecting information through
available sources like book, articles, internet and social media. Primary and secondary
both methods will use for this research in order to gather authentic and realistic data
related to topic. Sample population is the primary resource for the M&S who will give

answering of proposed questions. On the other hand, internet, social media, last 1-year
newspapers etc. are the secondary source through which will gather information about
M&S situation in the retail sector.
 Data Analysis: It is another effective method that offer opportunity to select authentic
data from entire collected data in effective manner. There are two methods thematic and
statistic method whereas thematic method distributes whole collected data into different
themes which can be interpreted effectively. This method is necessary for this research
because it will play significant role while preparing questionnaires for interview session
(Ørngreen and Levinsen, 2017).
 Ethical Consideration: Ethical consideration is the set of rules and principles that
necessary to maintain wellbeing of people who act as sample population. According to
ethical consideration, researchers must comply all rules and regulation which are
designed and implemented by government while conducting research because it will help
to maintain ethic and quality of research as well as keeps sample population free from
discrimination. Marks & Spencer meets all ethical consideration and uses such practices
which maintains dignity and respect of individuals in interview session.
FINDINGS
Primary research data
Primary has been directed accordingly with the proposed aim and critical finding also
have collected by sample population answering which were asking by questionnaire method that
will be interpreted in this task. Thematic data analysis method has used to represent collected
data into following manner.
Theme 1: High majority of participants agreed that Marks & Spencer have been impacted
severely.
How has M&S been impacted by the Covid-19 pandemic? Frequency
Extremely affected 3
Affected 27

Neutral 0
Unaffected 0
Completely unaffected 0
Total 30
Interpretation: The above chart has mentioned clearly that out of 30 communicators 27
respondents replied that Marks & Spencer has been impacted by Covid-19 pandemic negatively.
The reason behind is that it is multinational company which offers it’s products services to the
customer with support of subsidiaries which are located into multiple countries across the world.
Due to Covid-19 pandemic it was unable to sell it’s product to the users at different location
which has brought heavy financial loss. There is a evidence of the fact that global lockdown and
social distancing forced public to stay at home that ultimately decline purchasing behaviour as
compared usual days. Thus, retail industry has faced multiple consequences during Covid-19

pandemic. It has been analysed based on majority answering that M&S were affected from
Covid-19.
Theme 2: Maximum respondents have started again to operate their retail companies as normal
in recent time when this lockdown has been removed.
Currently, are you working as employee or worker, homeless
or quarantine centre?
Frequency
Quarantine 7
Homeless 0
Running retail companies as usual 23
Others 0
Total 30
Interpretation: It has interpreted that 5 participants out of 30 respondents who works as
quarantine centres. Remaining 25 employees of M&S are operating as general retail stores only
ready to give product accordingly their product list as soon as they reach. Few stores of M&S are
works as quarantine centres in their last stage and that are being in process quickly to operate as

retailing stores again. None stores of M&S are involved in other activities like shelter for
homeless.
Theme 3: The arrival frequency of customers is affected in most of the retail companies or
stores.
Do you think arrival occurrence of the customers on the
retail store and mall is affected or not post pandemic?
Frequency
Yes 22
No 8
Not sure 0
Total 30
Interpretation: Pie chart above denotes that out 73% of the participants agreed that customers
visiting in retail stores is affected. It can be illustrated by fact that after Brexit interruption,

uncertainty associated with trade relation between EU and UK as well as trade fairs like
circumstances were already tremendously affected retail UK’s public. Now there is global
pandemic that has reduced overall possibilities of accessing existing and new customers. Thus, it
has affected large customer base significantly. There were only 7 respondents who answered
that M&S has not affected by global pandemic but they did not have any evidence to prove their
statement.
Theme 4: Welfare scheme were offered by government in the form of assistance that was
received by participants.
Have you gained any type of assistance from the
government?
Frequency
Establishments of various welfare schemes 10
Tax liberation 8
Support through mortgage payments 8
All of the above 0
None of the above 5
Others 0
Total 30

Interpretation: Establishment of various welfare schemes of the government were proposed for
the retail industry in order to increase profit possibility or provide assistance to the M&S stores
to run them at multiple locations. Only 8 participants out of 30 sample population have been
voted that tax liberation and support through mortgage payments supported to recover losses
which were getting from pandemic. For example, mortgage payments are given at lower interest
rates and interest charge being avoided for initial 3 to 4 months. Tax liberation collectively act as
potential advantage to the MNC like M&S that operates it’s business into multiple countries
across the world.
Theme 5: Majority of communicators agreed that they are facing multiple challenges.
What is the major challenge that will face by M&S during
post Covid-19?
Frequency
Safety issues 3
Labour supply 7
Reduced prices 6
All of the above 12
Total 30

Interpretation: It has concluded that out of 30 respondents only 3 communicators stated that
safety issue is one of the major’s challenge that can face by M&S post Covid-19 as well. the
reason behind is that outbreak of Covid-19 is too fast and it spreads through surface touching
either it is metal and wooden. So, everyone will take safety issue on serious note post covid-19.
It is necessary for the M&S to virus detecting equipment’s for the staff for safety purpose. While
other 6 employees replied that price reduction is one of the major challenges for the M&S that
will impact post covid-19. The reason behind is that due to lockdown most of the customers like
to buy products nearby their issues instead of going outside. To increase arrival frequency of
customers offers product at lower as compared usual time in order to gain at least some of the
customers. 8 respondents answered that M&S has cut off labour supply for saving additional
cost. From the above discussion can be stated clearly that M&S is facing all challenges rather
than one.
Theme 6: Improving online and offline retailing service was elected as most favourable measure.
What measures can be followed to deal with different
challenges that have been stayed before the retail
companies?
Frequency

Build up new partnerships and tie- ups 7
Rising online and offline flexibility 18
Decrease operational cost 4
Decline number of employees/ salaries cut 1
Total 30
Interpretation: The chart has indicated that more than half of the participants such as 18 out of
30 sample population agreed that improvement in flexibility of online and offline product
services is the best way to support M&S stores in dealing all the challenges that have identified.
It is best time to influence dependency on digital tools because now everyone practically
following rules of social distancing etc. Only one manager out of 30 replied that M&S must
followed employee cut strategy that will save cost.
Theme 7: Marks & Spencer has planned to implement several strategies in order to meet all
challenges in current scenario.
Which strategies have planned by M&S for implementation Frequency

purpose in order to overcome all challenges that arises in
current scenario?
Increase awareness in employees about safety measures 10
Collaboration with healthcare centres 10
Improve Digital marketing tools 10
None of the above 0
Total 30
Interpretation: Above chart portray that Marks and Spencer is trying out not by just one or two
strategy or schemes in order to overcome all challenges but it is planning to involve multiple
aspects. There were equivalent answers 10 out of 30 respondents replied that M&S is planning
to influence awareness in individuals about safety measures so that they can keep themselves
safe and away from such consequences. Other 10 respondents commented that company have
planned to collaborate with healthcare centres in order to maintain physical and mental wellbeing
which is mandatory to meet up with current scenario. Remaining 10 communicators replied that
M&S have planned to improve digital marketing tools like touchpoints as strategy. The reason

behind is that now everyone has become highly addicted of online shopping instead due to
lockdown and another is that no one wants to take risk for their health so they prefer to buy
product through online media rather than offline. So, manager of the M&S has planned to
improve digital marketing tool in order to encourages customers to order large number of
products by offering attractive discounts time to time. Thus, it has interpreted that M&S plc have
planned various strategies to overcome current situations and generate profitable revenue on it’s
strategies.
Critical evaluation of issues
Porter Five Forces
This is a very effective model of competitive analysis which identifies different key
forces which put the impact over M&S’ productivity and performance within target market
place. Mr. Porter has tried to project five key forces of market place within this model, so that
these all five forces of Porter are as follows;
Potential of new entrants within market place (Low): Nowadays, just because of coronavirus
(COVID 19), this force has fully become low (Hacioglu, Känzig and Surico, 2020). Nowadays,
the retail industry sector or industry is facing a very high collapse situation. The development of
this industry is now fully stopped, because there are customers has scared to visit in
supermarkets and stores of different retail companies. Due to this same reason, not lots of
investors ready for investing within market place to achieve better outcomes. Due to this
pandemic, no person within market take chance to start its operations of business within this
retail market or industry.
Suppliers’ power (Medium): Currently suppliers have involved for supplying essential material
to M&S, in which existing force is fully medium for the M&S retail company. This retail
company is generally a large organisation, so it gives excellent opportunities to different
suppliers in market place to entertain revenue out of functions of the company. In this pandemic
situation, suppliers’ power force is low, because demand within market is almost minimum.
Coronavirus situation has affected to entire retail industry for facing huge crisis. This pandemic
has impacted very badly to many other industries as well. For example; hotel industry is now

fully collapsed. In this situation, demand is very limited within market, so this existing force
impacts M&S at medium level.
Competition within sector (High): Currently competition is a very big aspect of M&S’ business
environment (Novitz, 2020). In this period of pandemic retail industry has gained a very high
growth within the UK’s environment of business. There are lots of customers also has increased
that have boosted development rate of retail industry. Recent step of pandemic has putted a very
big impact on the retail companies across the world. Customers has visited stores and
supermarkets in very low rate. Customers has needed for cancelling their different plans on the
basis of guidelines and rules and regulations given by local government of the UK, and WHO
(world health organisation) is allowing people to go outside from home or house only when it is
too necessary. M&S needs for competing with all various large or small brands. Porter’s this
force is very high, and under this pandemic there are retail industry faces huge crisis that has
putted the bad impact on all over businesses of retail industry. However currently Tesco, the
Next, Morrisons, Asda and Aldi etc. other retail companies are giving very tough competition to
this retail company. For example; Tesco has the biggest distribution channel, so that it enables to
deliver its products faster than Tesco.
Figure 2 Competitors in the UK’s retail industry
Source: Pearcy (2019)

Threat of substitute (Low): Threat of substitute product force is very low, because currently
there is no potential threat within the retail sector’s term of substitute product. There are
substitute products are generally products which can be replaced the essentialness of retail
companies. This force is very low because there is currently not having a single entertaining
possibility of a substitution to various retail companies. This force has not impacted to business
environment of M&S in both manners positively and negatively.
Power of customer (High): Currently customers are key stakeholder of M&S. They have played
role under sustainability of M&S business with own development in market place (Graham,
Kremarik and Kruse, 2020). These customers play an excellent involvement within business
environment of M&S. In current Covid-19 situation, there are companies associated with retail
sector are collapsing continuously, and facing great crisis condition as not customers has taken
interest in going to market. Nowadays, customers not take interest in going unusually in market
place. So that, these customers have carried the great affect over M&S. In order for gaining the
development in business environment of M&S will be required for attracting different potential
customers exists within market place.
These all mentioned forces have played various roles in influencing the M&S of
Company. These forces have putted lots of impacts on M&S’ business operations.
Maslow Need Hierarchy Model
This Maslow’s model has comprised with various key needs which has putted great
impact on employees’ motivation aspect. In situation of Covid-19, there is unemployment is
become very big issue within market place. Lots of businesses have relieved own employees
because of crisis as businesses are not able to earn great revenue. This motivational model has
followed the various needs which can be showed under following points.
Physiological needs: These needs have involved the prime needs of an employee, like; home,
clothes and food etc. (Ozili, 2020). It is very essential that people or employees should be
enabled for coping up with their different physiological needs against to various opportunities of
employment within organisation. Nowadays, many of employees has terminated by company
because of lack of source of income. All different employees who have sustained their jobs can
find own ways for meeting these key needs.

Safety: The safety is another big need for employees within work place. For example; job
security is become very big issue within this pandemic time period. This creates the great crisis
under the organisation. M&S Company need to provide proper security to it’s all employees.
This factor also has putted a very negative affect on the motivation aspect of employees within
business environment of company.
Self-esteem: The self-esteem is also a need which is relating to respect within the company. In
M&S business, each employee is getting excellent respect through the management, in which
this thing has putted a very positive influence on motivation aspect of employees.
Self-actualisation: In this current time period, every company could be putted lots of efforts for
developing various new abilities and skills. This self-actualisation also is a very key need
relating with employees that have created a very positive influence on the development and
growth of employees within M&S’ business environment.
4Ps of Marketing Mix
4Ps of marketing mix is generally a too productive strategy of marketing that currently
has used by lots of companies and organisations in market place, so that existing management in
Marks and Spencer also have to take fast action for using 4Ps strategy of marketing within own
daily functions of marketing (Cheval and et.al., 2020). There are 4Ps of marketing mix generally
projects 4 key zones or areas of marketing which marketing department of this retail company
needs to be considered during conducting own various marketing functions. These 4Ps of
marketing mix has been mentioned below;
Product: Marks and Spencer have mainly served the retail services within across the United
Kingdom and also in many other countries, so that with the help of these services, the M&S can
be succeeded in achieving very excellent profit margins within various segments of market.
Upper management of this company believes in maintaining very quality of its products and
services to attracts lots of customers in different regions.
Price: M&S has focused in adopting competitive pricing technique within its daily operations for
setting price of own products something cheaper than its different competitors. In this situation,
with the help of competitive pricing technique, this retail business will able to gain very high
competitive advantage within market place.

Place: Currently M&S’ home country the United Kingdom is one of the major market places to
this company (Koren and Pető, 2020). Currently this has gained very large shares of market
within this country. However, M&S is successfully running its business operations in different
other countries, but the UK and some other European countries are major market places to this
company.
Promotion: Promotion is the fourth and also a main step within 4Ps of marketing mix technique.
In this step, the marketing department of M&S have to be very active in its job role for properly
promoting M&S in its selected segments of market.
Financial analysis of Marks and Spencer
Currently the M&S is one of reputed retail company in the UK which enable to generate
very high revenue in per year of operations. Nowadays, M&S become the second largest retail
company after Tesco, so that currently it is in very appropriate financial conditions.
Figure 3 Revenue of M&S worldwide from the year 2010 to 2020.
Source: Sabanoglu (2020)
The future of the retail in UK

The retail industry of the UK is growing day by day, so that in the future the M&S can
face very tough competition (Tourky and et.al., 2020). There are lots of entrants will definitely
come in this industry according to currently growth of this industry.
RECOMMENDATIONS
Upper management at M&S should be understood a small thing that, nowadays M&S is
not only the retail business in across the world which is suffering from this coronavirus
pandemic, because nowadays there are many of other companies also faces negative influence
through this pandemic (Chohan, 2020). Nowadays, there are lots of other reputed businesses also
has affected to break their highly expanded businesses within across the world. Because of this
coronavirus (Covid-19), government of UK was implemented lockdown for 2 to 4 months, in
which that was affected to upper management of lots of companies to stop or break their
operations of business. After this lockdown situation, nowadays lots of companies has again
opened their operations of business within UK’s business environment by taking many
precautions. So that, upper management of M&S also have to take few favourable steps for again
opening its operations of business in various selected market segments.
Currently this retail company enable for starting its operations of business, but top-level
management within this company have to be too active for taking favourable precautions for the
exiting pandemic. Suppose the M&S should adopt PCR kit within its work zone for protecting its
various customers and employees from the Covid-19’s infection. The company’s management
should give facility of sanitizer to its customers or employees in proper quantity, and then upper
management of M&S highly need to take fast steps for dealing with that condition when
company’s a customer or employee faces some sickness or weakness (Dias and et.al., 2020).
After considering these all-mentioned precautions, upper management of this company can be
again opened its activities and operations of business the retail industry.
Maximum people also now completely aware about Covid-19’s infection, so that these
people like to visit only in retail supermarkets of such companies which has completely
maintained systematic precautions through this coronavirus. In this situation, present
management of M&S need for making fully satisfied to its different customers and employees,
this retail company already has employed such all things within own zone to protect many
employees and customers through infection of Covid-19 (coronavirus) pandemic. Through

taking proper steps for precautions, this company can again enable to gain huge number of
customers within the UK’s retail sector or industry.
CONCLUSION
According to above mentioned findings, it can be concluded that currently coronavirus
(Covid-19) has very negatively impacted to operations of business of M&S. In recent some
months, there are many industries and sectors has almost completely collapsed because of
coronavirus, so that upper management at M&S need to have few patience for systematically
dealing with negative affect of Covid-19 (Baum and et.al., 2020). Of course, existing time period
is very tough to most of companies and enterprises which generally runs own operations of
business under the retail industry or sector of the UK. However, this Covid-19 has too negatively
influenced to retail ventures in across the world. Marks and Spencer is not only a retail venture
that has impacted by this pandemic negatively, because currently there are almost all retail
businesses in the United Kingdom has too badly influenced by existing pandemic (Lai, 2018).
Many of retail companies in the international market place has terminated their many employees
also because of very few incomes.
Currently customers have fully scared for visiting in any store or supermarket, because
customers think that, if they have visited in any store or supermarket, then this step can be
infected them by coronavirus (Covid-19). In this situation, existing management within M&S
should be made completely satisfied to various customers within market place. Marketing team
at M&S need to run various marketing campaigns to inform people and customers within market
place that, this retail company takes all required steps for stopping spread of coronavirus. On
other favourable thing to M&S is, few days ago the government of Russia has announced that,
researchers of Russia are too near for launching the first ever vaccine of coronavirus infection
(Singh, 2020). On the other hand, development process of the United Kingdom’s vaccine at its
human trial stage, so that existing management within M&S can hope that company will again
enable to operate own operations of business smoothly as it was operated before coronavirus.
One day M&S company will enable for gaining huge profit margins within the United
Kingdom’s retail industry.

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APPENDIX
Questionnaire
Questionnaire
Name:
Age:
Gender:
How has M&S been impacted by the Covid-19 pandemic?
 Extremely affected
 Affected
 Neutral
 Unaffected
 Completely unaffected
Currently, are you working as employee or worker, homeless or quarantine centre?
 Quarantine
 Homeless
 Running retail companies as usual
 Others
Do you think arrival occurrence of the customers on the retail store
 Yes
 No
 Not sure
Have you gained any type of assistance from the government?
 Establishments of various welfare schemes

 Tax liberation
 Support through mortgage payments
 All of the above
 None of the above
 Others
What is the major challenge that will face by M&S during post Covid-19?
 Safety issues
 Labour supply
 Reduced prices
 All of the above
What measures can be followed to deal with different challenges that have been stayed
before the retail companies?
 Build up new partnerships and tie- ups
 Rising online and offline flexibility
 Decrease operational cost
 Decline number of employees/ salaries cut
Which strategies have planned by M&S for implementation purpose in order to overcome
all challenges that arises in current scenario?
 Increase awareness in employees about safety measures
 Collaboration with healthcare centres
 Improve Digital marketing tools
 None of the above
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