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The purpose of this paper is to identify and describe similarities between logistics structures and mid-term planning problems in the grocery retail and automotive industries in a specific internal section of their respective supply chains.

The benchmarking approach is used as a framework for this paper. It is based on insights resulting from several joint projects with grocery retailers and automobile producers. A particular focus of the research was participating in an exchange of ideas and experience between logistics managers in both industry sectors.

The authors have identified parallels when comparing the internal retail supply chain of the grocery retail industry, which consists of distribution centres, transportation and in-store logistics, with the internal logistics network in the automotive industry, which consists of logistics supermarkets, transportation and work zone operations at the assembly line. Strong similarities have been found for three planning problems related to tactical planning tasks: assigning products and parts to delivery modes, selecting packaging units and loading carriers, and determining delivery cycles. In comparison to retailing, there is a clearer trend in the automotive industry to plan line-back and align processes with the operator's requirements at the assembly line.

For logisticians in grocery retailing and the automotive industry, this paper provides relevant input for functional benchmarking initiatives and offers an inspirational view beyond the horizon.

This paper is the first to focus on similarities in logistics network structures and planning tasks between the two industries from the viewpoint of grocery retailing.

The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on consumer satisfaction and loyalty in an omni-channel retail environment.

An empirical, survey-based approach is used to collect data from consumers about experiences with two different omni-channel retail scenarios: buy-online-pickup-in-store (BOPS), and buy-in-store-ship-direct (BSSD). Participants responded to questions regarding the LSQ, consumer satisfaction, and consumer loyalty relative to their actual experience in one of these situations.

Results suggest that omni-channel consumers are truly unique, and all three dimensions of LSQ (condition, availability, and timeliness) are distinct in their impact on satisfaction and loyalty. Results suggest that in the BOPS sample, consumer satisfaction partially mediates the relationship between condition and loyalty and fully mediates the relationship between timeliness and loyalty. In the BSSD model, consumer satisfaction partially mediates the relationship between timeliness and consumer loyalty.

This research studies LSQ in two different omni-channel scenarios; additional research is needed to explore other omni-channel scenarios and extend the findings to be more generalizable.

Managers should recognize that for omni-channel consumers, timeliness is the essential driver of satisfaction and loyalty. Retailers need to account for this reality and dedicate substantial resources to meet delivery requirements in a timely manner. Logistics service providers need to emphasize speed and reliability of their delivery processes for omni-channel consumers.

This research is the first attempt at conceptualizing LSQ in an omni-channel supply chain, and testing the impact of LSQ on consumer satisfaction and loyalty.

City logistics is a challenge in many cities. Literature works focus on the analysis of large or local-scale solutions to increase the efficiency of freight transport. However, store deliveries from the perspective of practitioners, particularly retail stores, are still an issue. In this context, the purpose of this paper is to propose a decision framework to assist logistics managers in defining efficient re-shelving solutions for store deliveries, according to the emplacement characteristics, city administration constraints and social issues.

An iterative step-by-step decision framework is developed, which allows taking decisions in a clear and structured way, including the preferences of key stakeholders. Moreover, a “what if” procedure is proposed, aiming to modify some initial conditions of the target store to achieve more efficient solutions.

The proposed decision framework is applicable in practice and helps users (mainly logistics managers) to identify solutions for efficient re-shelving in urban settings.

The decision framework is applied by the logistics manager of two Spanish food retail stores, but it could be used in different logistics sectors and cities/regions, although adapting the decisions taken at each phase.

Logistics managers have a support tool when addressing re-shelving solutions for store deliveries.

A balance can be found between company interests (minimise costs) and citizens quality of life (less contamination, noise, traffic, etc.).

This study simultaneously deals with large- and local-scale decisions faced by logistics managers in their day-to-day activity, considering details about the store location, its surroundings and the company it belongs.

The purpose of this paper is twofold: first, to explore the complexities of regularly implemented as well as irregularly occurring – sometimes improvised – instore logistics processes related to products which are declared unsaleable; and second, to identify the challenges and opportunities in managing instore logistics processes related to unsaleable products in grocery stores.

The authors apply an embedded case study approach. Within each case, i.e. dominant store format, the authors investigate the instore logistics processes of 32 retail and wholesale stores and focus further on those processes related to products declared unsaleable. The case study research methodology comprises in-depth interviews with store and category managers, point of sale observations and secondary data research.

The authors identified four different specific instore logistics processes depending on the residual product value of unsaleable products. The analysis of these processes suggests that establishing more efficient return, disposal, recycling, and most importantly, redistribution processes leads to various benefits such as cost savings, more effective and efficient operations, better use of resources and waste reduction, while at the same time supporting charitable institutions and people in need.

The contribution of this research are: first, to provide a better understanding of different ways of seeing and handling unsaleable products; and second, to reveal the significant importance of focusing on instore logistics beyond the point of sale with respect to the economic, ecological and social benefits to retailers, wholesalers and their stakeholder groups.

The purpose of this paper is to develop a holistic operations planning framework for grocery retailing. The authors aim to identify, describe and structure coherent demand and supply chain (SC) planning problems in a comprehensive architecture.

The authors reviewed key literature on retail SC management and sales planning. This built a foundation for the development of an integrated operations planning framework. The findings were evaluated through discussions with retailers and communications with retail planners, including personal interviews with 28 leading European grocery retailers and with people in related positions from the consumer goods industry and consultancies.

The core of this paper is the development of a coherent demand and SC planning matrix. It demonstrates planning interdependencies and defines a framework for retail operations. The grocery planning framework integrates retail specifics, as well as hierarchical and sequential aspects of decision making. That is why this planning architecture also forms the foundation for research and development of advanced decision support systems.

Planning tasks are identified in interrelated planning modules permitting coordinated and decentralised decision making, which is necessary for operational and complexity reasons. The planning framework assists retail planners in understanding their decision problem from a comprehensive perspective. Better coordination of different modules and further development of retail‐tailored analytical models will improve planning quality.

This is the first paper that structures retail demand and SC planning questions coherently in one framework, matching demand and supply from a long‐ to short‐term perspective and from supplier to customer.

The aim of this paper is, first, the desire to present the issue of retail sector competitiveness with the simultaneous determination of factors having an impact on competitiveness and their development. The main aim is to identify the factors and relationships among those factors to strengthen the competitive positioning of apparel retail stores.

The literature review and experts’ opinion helped to identify the key factors. The relationships among the factors were obtained by using interpretive structural modelling (ISM). Experts’ opinions were collected again for the fuzzy direct relationship matrix. Factors were further classified by driver and dependence power using the fuzzy matrix of cross-impact multiplications applied to classification (FMICMAC) analysis.

Total nine strengthening factors (SFs) identified here, and developed an integrated model using ISM and classified it into four clusters with the help of driver and dependence power. The model hierarchy shows the interrelationships among these SFs. The retail environment, Information and Communication Technology, technology adoption and human resource management were found to be the most significant factors needing some spotlight by the top-level authority.

The study will help managers to understand the variables and their relationships and to select the right factors to achieve a potential competitive position. Relationships among the factors were obtained through the opinions of experts and academicians. Expert opinion is a subjective judgement, and biasing in judgement might affect the result.

The research presents the first kind of an integrated model using ISM and FMICMAC to identify nine factors and classify them by their driving and dependence power. The developed model helps in the identification, classification and selection of factors as per requirement. This study will assist managers to understand the variables and their relationships and to select right factors to achieve a potential competitive position.

Many important constructs of business and social sciences are conceptualized as composites of common factors, i.e. as second-order constructs composed of reflectively measured first-order constructs. Current approaches to model this type of second-order construct provide inconsistent estimates and lack a model test that helps assess the existence and/or usefulness of a second-order construct. The purpose of this paper is to present a novel three-stage approach to model, estimate, and test second-order constructs composed of reflectively measured first-order constructs.

The authors compare the efficacy of the proposed three-stage approach with that of the dominant extant approaches, i.e. the repeated indicator approach, the two-stage approach, and the hybrid approach by means of simulated data whose underlying population model is known. Moreover, the authors apply the three-stage approach to a real research setting in business research.

The study based on simulated data illustrates that the three-stage approach is Fisher-consistent, whereas the dominant extant approaches are not. The study based on real data shows that the three-stage approach is meaningfully applicable in typical research settings of business research. Its results can differ substantially from those of the extant approaches.

Analysts aiming at modeling composites of common factors should apply the proposed procedure in order to test the existence and/or usefulness of a second-order construct and to obtain consistent estimates.

The three-stage approach is the only consistent approach for modeling, estimating, and testing composite second-order constructs made up of reflectively measured first-order constructs.

Traditional retailers still insist on using price, product, and promotion as sources of competitive advantage. This emphasis typically ignores the potential of in‐store logistics operations in the creation of customer value. A major objective of retail customers is to navigate the retail servicescape in an efficient, convenient, enjoyable and effective manner. In‐store logistics operations largely determine how and to what extent the customer may achieve this objective. However, customer‐perceived indicators of in‐store logistics performance, such as product returns, order information, opening hours, and product availability and accessibility, have been largely ignored in research on retail service. The purpose of this paper is to investigate the role of in‐store logistics in determining customer outcomes such as store image, satisfaction and loyalty intentions.

A model is developed based on extant research in the areas of logistics service quality, service logic, store image, and customer loyalty. To test the plausibility of the model, 200 supermarket customers were surveyed in an exploratory field study. Data were analyzed by means of structural equation modeling in SmartPLS.

Results show that customers may derive a substantial share of their satisfaction from interactions with in‐store logistics operations. Customer‐perceived performance of these operations – an important element of the retail servicescape – influences customer satisfaction directly, but also through its influence on store image.

In‐store logistics dimensions were identified based on exploratory research. A more structured, theory‐driven approach, might yield further insight. Explained variance levels in the outcome variables point at unobserved influences. Future research into the drivers of retail experience satisfaction could further complete the picture.

From a customer perspective, the paper investigates in‐store logistics performance and its effects on customer outcomes in a field study.

Nowadays customers want to enjoy their shopping experience with convenience and maximum value for their money. The purpose of this paper is to examine the role of in-store logistics in crafting store image and perceived value to customers, thus creating satisfied and loyal customers.

A research framework was developed based on the review of relevant past research in the area of retail store service quality, perceived value, store image, customer loyalty and satisfaction. Valid data were gathered through a survey from 200 respondents who have shopping experience of small- and medium-sized retail store. Data are analysed through partial least square structural equation modelling (PLSSEM) using Smart PLS 3.2.4.

The findings of this study suggest that in-store logistics play a major role in developing customers’ satisfaction followed by store image and perceived value. Further, satisfied customers are expected to return to the same retail store, thus showing loyalty.

This research provides insight into retail decisions makers regarding the factors which enhance customer satisfaction and retention. This study also helps marketers and operations managers to develop strategies for retail stores based on the findings of this research.

From a retailer’s perspective the paper explains the factors empirically that impact shoppers in the retail store environment.

Green supply chain management (GSCM) research is so far dominated by studies focusing on manufacturing companies, while research on retailers is missing. The purpose of this study is to assess the interaction between green in-store activities (environment-related infrastructure and retail in-store processes), GSCM and environmental and economic performance outcomes.

The paper builds on empirical evidence gathered from 190 responses by Croatian food retailers to a self-administered survey. The identified relationships in the conceptual model are tested using partial least squares structural equation modeling.

The results reveal a positive relation between green in-store activities and GSCM in food retailing regarding environmental and economic performance. The relevance of these relationships accrues from the positive association between GSCM and food retailers’ environmental performance, which in turn drives economic performance. It is noteworthy that green supply chain practices drive environmental and then also economic performance.

The study extends the application of GSCM to retailing and, therefore, broadens its scope. However, the data collected are based on one country and, thus, should be extended to assess the impact of green retailing practices in the supply chain on environmental and economic performance in other countries.

This study, to the best of the authors’ knowledge, is the first empirical analysis on the relationship between green in-store activities and GSCM in the context of food retail. This important link to customers has rarely been explored. Further, the representative sample of food retailers in Croatia is unique as generally data from Central and Eastern European countries are still rare. Finally, the operationalization of GSCM practices into three constructs as green logistics, green purchasing and cooperation with suppliers’ offers conceptual contributions to the GSCM field.