Data Science and ManagementBranded applications (apps) have become core touchpoints for improving consumer shopping experiences in omni-channel retailing, and many firms have developed different types of branded apps to provide additional value.
Lixia Jiang +3 more
doaj +1 more source
Evolutions of Omni‐Channel Fulfillment Performance: An In‐Depth Case Study in Grocery Retailing
Journal of Operations Management, Volume 71, Issue 5, Page 651-669, July 2025.ABSTRACT The rapid adoption of omni‐channel strategies has prompted grocery retailers to reconfigure their back‐end fulfillment operations to efficiently and effectively meet the demands of online and offline retail channels. Viewing back‐end fulfillment operations in omni‐channel grocery retail as a complex adaptive system, we present an eight‐year ...
Stuart Milligan +4 more
wiley +1 more source
Omni-channel shopping experiences – to share or not to share?
Cogent Business & ManagementThis study proposes an extended Stimulus-Organism-Response framework that investigates perceived seamlessness and product information as drivers of omni-channel shopping satisfaction, as well as the resulting consumer response outcomes.
Melanie Wiese
doaj +1 more source
Driving customer engagement and citizenship behaviour in omnichannel retailing: evidence from the fashion sector [PDF]
Spanish Journal of Marketing-ESICPurpose – This study, grounded in the SOR theory, aims to enrich the understanding of customer citizenship behaviour in omnichannel fashion retail by examining how different customer experiences enhance customer engagement and how that engagement leads ...
Suha Fouad Salem +1 more
doaj +1 more source
Shared Capacity Routing Problem – An Omni-channel Retail Study [PDF]
, 2017 More and more retailers allow customers to order goods online and then pick them up in a store. In this setting, these orders are typically served from a dedicated warehouse. This often means that the stores are visited by different vehicles to replenish
Agatz, N.A.H. (Niels) +3 more
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Technology‐Aided Customer Experience Innovation: Implementation Modes in Retail
Creativity and Innovation Management, Volume 34, Issue 2, Page 414-426, June 2025.ABSTRACT Retailers are increasingly leveraging emerging digital technologies to enhance and deliver memorable and timely customer experiences. However, more research is needed to understand how these technologies are being implemented. Therefore, we conducted an fsQCA analysis of 32 retail cases of early adopters of beacon technology.
Federico Artusi +3 more
wiley +1 more source
The customer experience…Is there an app for that? A conceptual understanding of the customer experience with m-commerce mobile applications [PDF]
, 2016 This paper examines the customer experience in relation to high street retailers’ m-commerce mobile applications. The aim of the research is to gain an understanding of the variables capable of influencing the customer experience during use of high ...
Al Nabhani, Khalid Talib Sulaiman +2 more
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Understanding the effect of smart retail brand - consumer communications via mobile instant messaging (MIM) - an empirical study in the Chinese context [PDF]
, 2017 Faced with competitive forces, retailers are innovating by adopting ‘smart’ technologies such as contactless, omni-channel, ubiquitous computing, social networking and mobile apps.
Dennis, Charles +2 more
core +2 more sources
Assessing Omnichannel Service Quality in the Public Sector
Public Administration, Volume 103, Issue 2, Page 581-599, June 2025.ABSTRACT Services in the public sector are often provided as a hybrid combination of both digital (e.g., online registration) and physical (e.g., offline appointment) service channels, which can be referred to as omnichannel services. There is a lack of instruments in the literature that can measure the perceived quality of public sector omnichannel ...
Fabian Walke, Till J. Winkler
wiley +1 more source
Investigating shopping experience and fulfilment in omnichannel retailing : a proposed comparative study in Romania and UK of Generation Y consumers [PDF]
Paper delivered at the 21st Logistics Research Network annual conference 2016, 7th-9th September 2016, Hull. Abstract Purpose: This paper presents a literature review and proposed research agenda to examine whether Romanian retailers are more inclined ...
Dabija, Dan-Cristian, Grant, David
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