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According to the “classical” school of thought , the implementation of a firm’s strategy can be the result of a deliberate and rational process, or alternatively an emergent and non‐intentional one. The rising importance of logistics in retail strategy, and, in particular, the impact of centralisation of logistical activities upon the development of a retail logistics strategy, necessitates an in‐depth examination of the relevant company actions. This paper identifies which strategic approach is followed by domestic and multinational firms that operate in the Greek food multiple retail sector. The findings point out the major importance of warehousing in multinational firms’ logistics operations and the vital role of logistics in multinational retailers’ strategy. Multinational firms follow a deliberate logistics strategy that leads to increased logistics efficiency when compared to domestic firms that follow the emergent logistics strategy.

To investigate the evolutionary process of the retail logistics network formation, and to propose a relationship framework between the logistics asset buyer (the retailer) and the logistics asset supplier (the third‐party logistics firm).

The evolutionary process is based on the way the asset specificity element of transaction costs theory can be perceived by the logistics asset buyer and the logistics asset supplier. The asset specificity element is linked to both network and buyer‐supplier relationship theories with the aim of conceptualising a buyer‐supplier relationship framework. Secondary data for the UK food retail chain are also employed.

A new relationship framework is developed based on the buyers’‐suppliers’ perceptions in relation to logistics asset specificity, and the conditions required for the formation of the retail logistics network are illustrated. If transaction costs are perceived as high by both the buyer and the supplier of a logistics asset, the retailer will engage into a fourth‐party logistics network formation where the use of information technology systems is of critical importance. At this stage, these systems will become the primary co‐ordination device for the reduction and absorption of complexity in the retail chain.

The paper offers a unique buyer‐supplier partnership framework by proposing that the formation of a fourth‐party logistics network will decrease the complexity of modern retail logistics operations. The paper will assist retail managers responsible for the development of logistics strategies and will be beneficial to researchers examining logistics and supply chain management operations.

To investigate the integration process of retailer's information technology strategy within logistics strategy and to find out those aspects of the retailer's distribution and operational performance that are mostly influenced via that integration.

A qualitative case study methodology is used where the managers of the major domestic and multinational firms operating in the Greek food multiple retail market are interviewed. The integration process of the information technology and logistics strategies of these retail firms is linked to their relevant distribution and operational functions. Secondary data for the Greek food multiple retail sector are also employed.

The findings show that logistics and information technology strategies are developed and implemented in a parallel way by both local and multinational food multiple retailers in Greece. A financial ratio analysis carried out for these firms, suggests that multinational firms possess greater operational efficiency at both secondary and in‐store distribution operations compared to domestic firms, something that is largely attributed to their integration of logistics and information technology operations. Multinational firms' superior operational efficiency is also resulting in a higher profitability performance.

The paper proposes that a successful integration process between the logistics and the information technology functions seems to confer a competitive advantage upon retailers' distribution operations. The paper will assist retail managers and researchers responsible for the development of logistics and information technology strategies to understand that fully absorbed information technology and logistics strategies and operations will be rewarded with superior pecuniary and operational efficiency benefits.

An analysis is made of the effect of YTS participation on the subsequent employment and earnings of participants. It uses data from the first cohort of the England and Wales Youth Cohort Studies. These focus on a cohort of young persons who reached the minimum school‐leaving age in 1984 and were eligible for entry into the original one‐year version of YTS. The results indicate that participation is positively associated with subsequent employment and negatively associated with subsequent earnings.

Our understanding of the drivers of information sharing in export supply chains (ESCs) in general, and in agri-food ESCs in particular, remains scarce. In response, the authors’ paper seeks to explore the drivers of information sharing between two key members of an agri-food ESC (producers and exporters) in Jordan and investigate the link to export performance.

The authors use a two-stage qualitative approach. They initially interview seven ESC experts and a comparative case study across ten producer-exporter relationships follows. The latter involves 40 interviews (four per case) with producers and exporters in these relationships, supplemented with archival material and non-participant observation.

Specific transaction, relationship and network drivers are found to support information sharing in these relationships and information sharing is linked to export performance. In higher performing cases, information sharing is triggered by integration-focused drivers, where the emphasis is on long-term and joint planning, based on sharing wider types of information. In lower performing cases, information sharing is triggered by more individualistic drivers and producers and exporters are sharing logistics-related information with a short-term perspective.

This study extends current literature by identifying how different drivers influence information sharing in producer-exporter relationships and are linked to differences in export performance.

This paper aims to focus on how companies shape the architecture of a phygital customer journey through the exploitation of smart technologies.

The research adopts a qualitative method using a grounded theory approach involving leading players in digital customer solutions and service providers from different industries.

The shaping of the architecture of the phygital customer journey comes from the interplay between systems of insights and systems of engagement activated by multiple customer-provider interactions in an entanglement of physical and digital contexts.

Companies need to design a blended approach to bridge disconnected contexts, capture new opportunities and provide customer engagement along the entire journey.

This study depicts the “phygital customer journey” under systems of insights and systems of engagement: These systems operate as dynamic architectures to capture insights and engage customers.

Drawing on the extant multichannel service quality literature and customer needs regarding the experiential value of online and offline shopping, the purpose of this paper is to examine the relationships among multichannel service delivery quality (MSDQ), customer experiences, continued engagement intentions and customer involvement.

A research model with five hypotheses was proposed. Data were collected from 911 Taiwanese consumers who had a minimum of two years of multichannel shopping experience. The consumers were asked to complete a survey about their experience with MSDQ. Structural equation modelling was adopted to analyse the data.

The results of the analysis suggest that MSDQ positively impacts customer experiences, which in turn influence their continued engagement intentions. Furthermore, the analysis found that customer involvement positively moderates the effects of MSDQ on customer experiences.

This study adopts the customer experience view to examine the effect of a holistic MSDQ design (including information transparency and accessibility and channel integration) on continued engagement intentions. By integrating a different conceptual lens, this study investigates the relationships among multichannel service quality, customer experiences and customer involvement, which adds alternative insights to the existing findings.

Managers must provide approaches to enhance the customer experiential values of utilitarianism, aesthetic appeal and playfulness; facilitate the information flow to be transparent and easily accessible; and provide different degrees of service based on customers’ experiences with their multichannel services to satisfy all consumers’ shopping needs.

The literature has focussed primarily on service providers’ technology capabilities and resources to design multichannel delivery systems. However, this study develops an MSDQ model and investigates its effects on customers’ experiences and continued engagement intentions.