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Satisfying consumers all around: a multidisciplinary view of omnichannel retail

Juan Wang (University of Science and Technology of China, Hefei, China)
Bowen Zheng (Tsinghua University, Beijing, China)
Hefu Liu (University of Science and Technology of China, Hefei, China)

Industrial Management & Data Systems

ISSN: 0263-5577

Article publication date: 22 October 2020

Issue publication date: 4 February 2021




Omnichannel retail are catching increasing attention from multiple research area, due to its widespread and essential application in retailing industry. The principal object of this paper is to systematically review current studies on omnichannel retail in information systems, operations and marketing research area. Further, the second purpose of this study is to provide insights and guides on omnichannel research to facilitate advance research in the area.


A systematic review on omnichannel retail in retailing industry has been conducted. 33 research articles from 2014 to 2020 from Financial Times 50 journals (FT 50 journals) were identified to be reviewed. The articles were reviewed on the basis of study area namely: information systems, operations and marketing. These research areas were further divided into subcategories to provide in-depth and crystal clear review of literature.


The review outcome showed that omnichannel topics are active in management studies. There are three main research areas: information systems, operations management and marketing. This study found that IT enhances channel capabilities and expands demand in omnichannel retail; operations can be better optimized based on understanding of cross-channel interactions, product category and retailer types; consumer heterogeneity, product category, channel capabilities and retailer type are all found to contribute to complexities of omnichannel marketing.


This study provides a pioneering review to gauge the updated literature concerned with omnichannel research in terms of IT, operations and marketing perspective. Further, a systematic literature review provides insights and guides for future significant studies on potential research subjects.



This work was supported by the National Natural Science Foundation of China (NSFC: 71622009, 71971202, 71571177, and 71921001).


Wang, J., Zheng, B. and Liu, H. (2021), "Satisfying consumers all around: a multidisciplinary view of omnichannel retail", Industrial Management & Data Systems, Vol. 121 No. 1, pp. 158-171.



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