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Business-to-consumer e-commerce results in deliveries to consumers. Before evaluating the impact on urban networks, it is necessary to describe and understand the underlying logistics. Certain sectors, e.g. food products, require specific solutions.

Distribution systems are presented as an alternative to private shopping trips. However, the costs of order handling (order-picking, packaging) and home deliveries are still high and not always covered by the price paid by the consumer. On the whole, the profitability of on-line retailing is uncertain and the number of clients limited.

The importance of the retail sector to the Malaysian economy especially in this volatile environment caused by the Covid-19 pandemic would be more prominent. The retail sector under the current Industry Revolution 4.0 would be prioritized to align with the challenges of future growth for retail sales and employment. In the Industry 4.0 environment, retail companies must put enough resources in embracing the major changes for maintaining their competitive advantages. This includes adapting and developing backend systems, creating effective storage and distribution networks that make products available to consumers on any time basis, and offering maximum flexibility in the last-mile delivery options. Retail companies will need to evaluate the importance of innovative ideas such as crowdsourced distribution networks, radio-frequency identification (RFID), automated locator that shift the look of logistics when evaluating newer, nimbler distribution models, and multichannel marketing that consist of online and offline customer interface.

Smart card-based E-payment systems are receiving increasing attention as the number of implementations is witnessed on the rise globally. Understanding of user adoption behavior of E-payment systems that employ smart card technology becomes a research area that is of particular value and interest to both IS researchers and professionals. However, research interest focuses mostly on why a smart card-based E-payment system results in a failure or how the system could have grown into a success. This signals the fact that researchers have not had much opportunity to critically review a smart card-based E-payment system that has gained wide support and overcome the hurdle of critical mass adoption. The Octopus in Hong Kong has provided a rare opportunity for investigating smart card-based E-payment system because of its unprecedented success. This research seeks to thoroughly analyze the Octopus from technology adoption behavior perspectives.

Cultural impacts on adoption behavior are one of the key areas that this research posits to investigate. Since the present research is conducted in Hong Kong where a majority of population is Chinese ethnicity and yet is westernized in a number of aspects, assuming that users in Hong Kong are characterized by eastern or western culture is less useful. Explicit cultural characteristics at individual level are tapped into here instead of applying generalization of cultural beliefs to users to more accurately reflect cultural bias. In this vein, the technology acceptance model (TAM) is adapted, extended, and tested for its applicability cross-culturally in Hong Kong on the Octopus. Four cultural dimensions developed by Hofstede are included in this study, namely uncertainty avoidance, masculinity, individualism, and Confucian Dynamism (long-term orientation), to explore their influence on usage behavior through the mediation of perceived usefulness.

TAM is also integrated with the innovation diffusion theory (IDT) to borrow two constructs in relation to innovative characteristics, namely relative advantage and compatibility, in order to enhance the explanatory power of the proposed research model. Besides, the normative accountability of the research model is strengthened by embracing two social influences, namely subjective norm and image. As the last antecedent to perceived usefulness, prior experience serves to bring in the time variation factor to allow level of prior experience to exert both direct and moderating effects on perceived usefulness.

The resulting research model is analyzed by partial least squares (PLS)-based Structural Equation Modeling (SEM) approach. The research findings reveal that all cultural dimensions demonstrate direct effect on perceived usefulness though the influence of uncertainty avoidance is found marginally significant. Other constructs on innovative characteristics and social influences are validated to be significant as hypothesized. Prior experience does indeed significantly moderate the two influences that perceived usefulness receives from relative advantage and compatibility, respectively. The research model has demonstrated convincing explanatory power and so may be employed for further studies in other contexts. In particular, cultural effects play a key role in contributing to the uniqueness of the model, enabling it to be an effective tool to help critically understand increasingly internationalized IS system development and implementation efforts. This research also suggests several practical implications in view of the findings that could better inform managerial decisions for designing, implementing, or promoting smart card-based E-payment system.

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

This study explores the importance of application search engine (ASE) technology in the omni-channel strategy. For this purpose, this chapter firstly explains the concepts of the omni-channel and the search engines and the importance of them. Then, omni-channel in the framework of ASEs is discussed. Finally, recommendations for further researches are presented.

This chapter offers a specific point of view on the Town Centre retail, in ­order to develop a new way to enhance the customer retail experience in this place. The combination of shopping over the Internet and the interactive technologies represents for Town Centre retailers one of the possible solutions in the creation of a multisensory experience for people living in and visiting this urban area. By welcoming the challenge of creating multisensory experiences, “bricks and mortar” stores need to integrate digital solutions to create and handle experiences. Customers can interact with people and contents via digital technologies such as Quick Response, Electrochromic Glass, Touch Systems, Outdoor Totems, Holographic Technology, and Augmented Reality. From the analysis of the academic literature emerges an agreement that the use of the Internet and interactive technologies are not totally exploited as tools able to revitalize the Town Centre retail and create animated, lively streets that offer multisensory experiences. Based on the above considerations, this chapter provides a theoretical model in order to create an immersive retail experience within the physical store by combining the use of the Internet to conduct shopping and the interaction with several kinds of technologies.

Retail marketing is in the midst of an evolution. The paradigm is shifting from a product-centric to a consumer-centric focus, with a particular emphasis on understanding how consumers transition from harboring an interest in a product to actually purchasing that product. In response, shopper marketing, and in-store marketing (ISM) in particular, have emerged as important mechanisms to influence shopper behavior in brick & mortar and online retail environments. The academic literature is replete with work on what factors of ISM influence shopper behavior. In this chapter, we categorize prominent streams of findings on ISM into firm, customer, competitor and product characteristics of ISM and examine how the notion of a “store” is evolving from bricks to clicks – namely from physical formats to online shopping experiences. Insights from this chapter will help retailers and store managers identify what their customers respond to within a physical store, how technology is changing the way they can capture information on customers, and how shopper behavior is evolving in response to brick & mortar and online retail environments.

The aim of this chapter is to highlight the importance of sustainable development, especially its environmental component in trade and retail sector of the Republic of Serbia. Due to a number of factors, such as increased consumer awareness on the importance of eco-products, new statutory and legal regulations, and increased competition, retail chains are increasingly oriented to the concept of sustainable development, in particular promoting its environmental component, eco-products, and eco packaging. Trade, especially retail, plays an important role in linking producers and consumers, and society as a whole. In this way, trade has a good overview of all the changes occurring in the environment, production, and consumer needs. Changes in the environment further stimulate trade to operate in accordance with the principles of sustainable development, including all its dimensions. In this regard, special attention is paid to the protection of working and living environment, as components of sustainable development. The chapter includes a review of literature in the field of sustainable development and application of this concept in the trade and retail sector. The theoretical aspect of the research focuses on conceptualization of sustainable development and its environmental component in trade and retail. With reference to theoretical research on the implementation of environmental component of sustainable development in trade, empirical research has been conducted from two aspects. First, analysis focuses on the performance and socio-economic importance of trade sector of the Republic of Serbia, as well as the number of ISO 14001 certificates in trading companies. Second, analysis shifts to the largest trading companies in the Republic of Serbia, based on available secondary data on the implementation of the concept of sustainable development and its environmental component.