  Often models for understanding the impact of management practices on retail
performance are developed under the assumption of stability, equilibrium and
linearity, whereas retail operations are considered in reality to be dynamic,
non-linear and complex. Alternatively, discrete event and agent-based modelling
are approaches that allow the development of simulation models of heterogeneous
non-equilibrium systems for testing out different scenarios. When developing
simulation models one has to abstract and simplify from the real world, which
means that one has to try and capture the 'essence' of the system required for
developing a representation of the mechanisms that drive the progression in the
real system. Simulation models can be developed at different levels of
abstraction. To know the appropriate level of abstraction for a specific
application is often more of an art than a science. We have developed a retail
branch simulation model to investigate which level of model accuracy is
required for such a model to obtain meaningful results for practitioners.
