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Article
Publication date: 9 July 2018

Measuring customers benefits of click and collect

Magali Jara, Dany Vyt, Olivier Mevel, Thierry Morvan and Nelida Morvan

Click and collect (or grocery pickup) represents a growing part of the channel strategy of traditional off-line retailers. The aim of this study is to understand how…

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Abstract

Purpose

Click and collect (or grocery pickup) represents a growing part of the channel strategy of traditional off-line retailers. The aim of this study is to understand how customers develop their perceptions toward this new channel. In other words, what are the key factors explaining the long-term value creation for each “click and collect” system depending on consumers’ profiles?

Design/methodology/approach

On the basis of a quantitative survey of 479 respondents, this research uses confirmatory analyses based on the partial least square path modeling.

Findings

Based on the structural model, the study finds that the customers’ relations, website and pickup station are the most important factors creating value for customers whatever the internet grocery shopping model. The global conceptual model has been implemented under many variations to test the age effect and the kind of click and collect model. It is made evident that customers’ benefits vary regarding the kind of click and collect model and the age of customers.

Research limitations/implications

This research allows a better understanding of the performance of the click and collect system by looking at the key factors that maximize the customers’ value and those that decrease it. Results precisely show variations of those factors according to the customer’s profile and the click and collect model.

Originality/value

This quantitative paper studies customer behaviors toward their usual retailer and their relationship with them. To do so, segmented approaches of the causal model are retained to provide specific recommendations.

Details

Journal of Services Marketing, vol. 32 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/JSM-05-2017-0158
ISSN: 0887-6045

Keywords

  • Structural equations modeling
  • Click and collect
  • Confirmatory analyses
  • Grocery pickup
  • Multi-channel strategy

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Article
Publication date: 11 March 2019

Buy online collect in-store: exploring grocery click&collect using a national case study

Alec Davies, Les Dolega and Daniel Arribas-Bel

Twenty-first century online retailing has reshaped the retail landscape. Grocery shopping is emerging as the next fastest growing category in online retailing in the UK…

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Abstract

Purpose

Twenty-first century online retailing has reshaped the retail landscape. Grocery shopping is emerging as the next fastest growing category in online retailing in the UK, having implications for the channels we use to purchase goods. Using Sainsbury’s data, the authors create a bespoke set of grocery click&collect catchments. The resultant catchments allow an investigation of performance within the emerging channel of grocery click&collect. The paper aims to discuss these issues.

Design/methodology/approach

The spatial interaction method of “Huff gravity modeling” is applied in a semi-automated approach, used to calculate grocery click&collect catchments for 95 Sainsbury’s stores in England. The catchments allow investigation of the spatial variation and particularly rural-urban differences. Store and catchment characteristics are extracted and explored using ordinary least squares regression applied to investigate “demand per day” (a confidentiality transformed revenue value) as a function of competition, performance and geodemographic factors.

Findings

The findings show that rural stores exhibit a larger catchment extent for grocery click&collect when compared with urban stores. Linear regression finds store characteristics as having the greatest impact on demand per day, adhering to wider retail competition literature. Conclusions display a need for further investigation (e.g. quantifying loyalty).

Originality/value

New insights are contributed at a national level for grocery click&collect, as well as e-commerce, multichannel shopping and retail geography. Areas for further investigation are identified, particularly quantitatively capturing brand loyalty. The research has commercial impact as the catchments are being applied by Sainsbury’s to decide the next 100 stores and plan for the next five years of their grocery click&collect offering.

Details

International Journal of Retail & Distribution Management, vol. 47 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/IJRDM-01-2018-0025
ISSN: 0959-0552

Keywords

  • Linear regression
  • Retail patronage
  • Click&collect
  • Retail catchments
  • Retail geography
  • Spatial interaction modelling

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Article
Publication date: 4 March 2019

The distribution strategy selection for an e-tailer using a hybrid DANP VIKOR MCDM model

Rohit Titiyal, Sujoy Bhattacharya and Jitesh J. Thakkar

The purpose of this paper is to apply a multi-criteria decision-making (MCDM) framework to evaluate distribution strategies for an e-tailer. An application of MCDM method…

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Abstract

Purpose

The purpose of this paper is to apply a multi-criteria decision-making (MCDM) framework to evaluate distribution strategies for an e-tailer. An application of MCDM method, the hybrid DANP–VIseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) model, is used for e-tailers’ distribution strategy evaluation. The choice of distribution strategies under various dimensions is evaluated.

Design/methodology/approach

The authors used a hybrid MCDM model to solve the decision-making framework, which combines Decision-Making Trial and Evaluation Laboratory (DEMATEL), DEMATEL-based analytic network process and VIKOR method. Data were collected from the experts (e-tail manager, logistics manager, operations manager and distribution center (DC) manager) using two questionnaires, first for the influential relationship among the criteria and dimensions and second for a performance rating of each alternative (distribution strategies) against each criterion.

Findings

DANP with VIKOR method prioritizes the distribution strategies in the following order: DC shipment, drop shipment, click and collect, store shipment and click and reserve. Performance gap was calculated based on the VIKOR method to provide distribution strategies to an e-tailer under different situations. The authors infer that in developing country, product characteristics and transportation have a major influence on deciding the distribution strategy.

Practical implications

Decision-making framework will provide e-tail mangers a knowledge-based understanding to select the distribution strategy under the different situations related to the performance, product, e-tailer and external characteristics for smooth order fulfillment process. The insights developed by this research provide a framework for rational decision making in distribution strategy selection in e-business.

Originality/value

This is the first kind of a study which offers a decision framework for e-tail managers on how to choose distribution strategies under different situations which are related to the performance, product, e-tailer and external characteristics.

Details

Benchmarking: An International Journal, vol. 26 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/BIJ-01-2018-0018
ISSN: 1463-5771

Keywords

  • DEMATEL
  • VIKOR

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Article
Publication date: 5 October 2012

E‐commerce: exploring the critical success factors

Enrico Colla and Paul Lapoule

The objective of this piece of qualitative research is to identify the key success factors (KSFs) of the grocery “click and drive” (or drive or drive‐in) model developed…

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Abstract

Purpose

The objective of this piece of qualitative research is to identify the key success factors (KSFs) of the grocery “click and drive” (or drive or drive‐in) model developed by French grocery retail companies and to understand the basis of their competitive advantages.

Design/methodology/approach

The authors compare the conclusions of a review of the literature with an analysis of the various grocery drive‐in approaches developed in France. These approaches are studied by applying a multi‐method qualitative perspective comprising semi‐structured interviews with managers and e‐consumer focus groups.

Findings

The research confirms – with the exception of the quality of customer reception, which is particularly valued by managers and consumers – the main key success factors identified in the literature, and reveals a real consensus among the main operators on those KSFs and on the nature of the kind of core competences required in order to obtain competitive advantages.

Research limitations/implications

The comparison of the real profitability of “drive‐in” sales outlets and a more precise evaluation of the advantages of an integrated multi‐channel approach would provide more accurate results. Moreover, the authors have limited this study to an analysis of the French experience. The research implies that French grocery retailers should develop, along with a more differentiated logistical system, an improved approach to customer relations marketing. Moreover, it implies that “click and drive” outlets enable traditional grocery retailers to sharpen their competitive edge.

Originality/value

This article provides an original analytical approach to the identification of the critical success factors of large grocery retailers developing drive‐in services. In answering this research question, the study should also help large grocery retailers to achieve their development objectives and counter the stagnation of traditional retail formats, especially the hypermarket.

Details

International Journal of Retail & Distribution Management, vol. 40 no. 11
Type: Research Article
DOI: https://doi.org/10.1108/09590551211267601
ISSN: 0959-0552

Keywords

  • Electronic commerce
  • Grocery retailers
  • Drive‐in
  • Multichannel retailing
  • Internet shopping
  • Retail marketing
  • France

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Article
Publication date: 14 September 2015

Emerging implications of online retailing for real estate: Twenty-first century clicks and bricks

Colin Jones and Nicola Livingstone

This paper aims to initially explore the effects of online retailing on corporate real estate strategies today, examining current trends and the approaches of leading edge…

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Abstract

Purpose

This paper aims to initially explore the effects of online retailing on corporate real estate strategies today, examining current trends and the approaches of leading edge retailers in this evolving marketplace. The UK has the greatest proportion of online sales worldwide.

Design/methodology/approach

Context is provided through existing literature, and the methodology considers specific case studies. Information from financial reports, websites and evidence directly from retailers is derived to examine selected sectoral responses (food shopping, fashion retailing and department stores) to online shopping. The research considers the interface between the virtual and physical retail landscapes.

Findings

The Internet is undeniably driving change, and large retailers have responded by embracing multi-channel sales strategies in which the adapted physical store remains a central element.

Research limitations/implications

The case studies are arguably limited in their market assessment by examining only large retailers, but it is these retailers who occupy much of the real estate space in shopping centres. Data on Internet sales and retail space of individual retailers are not publicly available. This paper offers a qualitative introduction into ongoing research on the evolution of Internet retailing today.

Practical implications

For large retailers, a multi-channel corporate sales strategy is enhanced by physical stores that can act as showrooms and collection points and enhance consumer service. Multiple retailers have a competitive advantage in the form of store networks and a recognisable brand that they can exploit to capture the sales opportunities the Internet offers.

Originality/value

The paper is the first to collate and analyse corporate real estate strategic responses to online retailing.

Details

Journal of Corporate Real Estate, vol. 17 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/JCRE-12-2014-0033
ISSN: 1463-001X

Keywords

  • Internet
  • Corporate strategy
  • Online retailing
  • High street
  • Retail brands
  • Store networks

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Article
Publication date: 17 November 2020

Gradient boosting learning for fraudulent publisher detection in online advertising

Deepti Sisodia and Dilip Singh Sisodia

Analysis of the publisher's behavior plays a vital role in identifying fraudulent publishers in the pay-per-click model of online advertising. However, the vast amount of…

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Abstract

Purpose

Analysis of the publisher's behavior plays a vital role in identifying fraudulent publishers in the pay-per-click model of online advertising. However, the vast amount of raw user click data with missing values pose a challenge in analyzing the conduct of publishers. The presence of high cardinality in categorical attributes with multiple possible values has further aggrieved the issue.

Design/methodology/approach

In this paper, gradient tree boosting (GTB) learning is used to address the challenges encountered in learning the publishers' behavior from raw user click data and effectively classifying fraudulent publishers.

Findings

The results demonstrate that the GTB effectively classified fraudulent publishers and exhibited significantly improved performance as compared to other learning methods in terms of average precision (60.5 %), recall (57.8 %) and f-measure (59.1%).

Originality/value

The experiments were conducted using publicly available multiclass raw user click dataset and eight other imbalanced datasets to test the GTB's generalizing behavior, while training and testing were done using 10-fold cross-validation. The performance of GTB was evaluated using average precision, recall and f-measure. The performance of GTB learning was also compared with eleven other state-of-the-art individual and ensemble classification models.

Details

Data Technologies and Applications, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/DTA-04-2020-0093
ISSN: 2514-9288

Keywords

  • Pay-per-click
  • Fraudulent publishers
  • Click fraud
  • Gradient tree boosting
  • Online advertising

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Article
Publication date: 18 November 2020

Choice of prevailing delivery methods in e-grocery: a stated preference ranking experiment

Christina Milioti, Katerina Pramatari and Eleni Zampou

The main purpose of this research is to investigate acceptability of different delivery methods in e-grocery (home delivery, pick-up from store, pick-up from locker) and…

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Abstract

Purpose

The main purpose of this research is to investigate acceptability of different delivery methods in e-grocery (home delivery, pick-up from store, pick-up from locker) and the respective willingness of customers to pay for them using a stated preference ranking experiment.

Design/methodology/approach

Data collected involved two countries (Greece and UK) with different level of e-grocery development and two different distribution conditions (weekly and urgent order). Rank-ordered logit model is used to analyse the ranking experiment and calculate the willingness-to-pay (WTP) measures. Delivery mode, cost and time window are used as independent variables.

Findings

Results indicated that home delivery and picking-up from locker appear to be clearly preferable than picking-up from store. However, home delivery seems to hold a stronger competitive position over the other delivery methods, especially in the weekly order and in the UK market. The pick-up from locker option appears to be a competitive delivery mode for consumers who are cost sensitive and shop under urgent conditions. Willingness to use and pay for picking-up from locker increases significantly in the context of same-day delivery.

Practical implications

The information provided in this study will help retailers to design and implement distribution schemes that can meet consumers' preferences for e-grocery. WTP differences among the consumer groups and the distribution conditions examined can have a considerable impact on the evaluation of marketing and pricing strategies applied by e-retailers.

Originality/value

Consumer preference and the respective WTP for different delivery methods in e-grocery, especially for the pick-up from locker option, have not been systematically investigated.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/IJRDM-08-2019-0260
ISSN: 0959-0552

Keywords

  • e-grocery
  • Click-and-collect
  • Delivery methods
  • Willingness to pay
  • Same-day delivery
  • Pick-up from locker

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Article
Publication date: 16 April 2019

Transitions towards omni-channel retailing strategies: a business model perspective

Milan Jocevski, Niklas Arvidsson, Giovanni Miragliotta, Antonio Ghezzi and Riccardo Mangiaracina

Digitalisation has been identified as a driving force behind retail sector transformation. The purpose of this paper is to provide a deeper understanding of how…

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Abstract

Purpose

Digitalisation has been identified as a driving force behind retail sector transformation. The purpose of this paper is to provide a deeper understanding of how omni-channel strategies link to the digitalisation phenomenon. The study is explorative in nature and aims to expand existing knowledge by using a business model (BM) perspective.

Design/methodology/approach

The study uses a qualitative approach. Data collection involved a questionnaire answered by 13 firms from three retail segments (i.e. fashion, consumer electronics and bookstores and media) and a group discussion with senior managers. The data were complemented with information from websites, applications and available online reports.

Findings

The findings present empirical insights about different strategic and BM approaches to omni-channel retailing and highlight examples of pioneering retailers from the Italian market. The proposed framework consolidates earlier studies and puts forward three dimensions for a successful transition to omni-channel retailing BMs: a seamless customer experience, an integrated analytics system and an effective supply chain and logistics.

Practical implications

Managers can employ an overview of mobile commerce usage to manage the process of integrating channels, within their BMs, alongside the customer journey. Particular attention should be paid to development and the use of data analytics tools as one of the dimensions with a significant impact on omni-channel management.

Originality/value

First, this paper applies a BM perspective as a novel approach for analysing a transition to omni-channel retailing. Second, it is based on empirical analysis of three retail segments, which provide new insights into omni-channel strategies in the retailing literature.

Details

International Journal of Retail & Distribution Management, vol. 47 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/IJRDM-08-2018-0176
ISSN: 0959-0552

Keywords

  • Italy
  • Business model
  • Digitalization
  • Mobile commerce
  • Omni-channel
  • Multi-channel

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Article
Publication date: 4 July 2016

Online retail returns management: Integration within an omni-channel distribution context

Michael Bernon, John Cullen and Jonathan Gorst

With the rapid growth of consumer sales being fulfilled through omni-channel retailing, the purpose of this paper is to explore the subsequent impact on the levels of…

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Abstract

Purpose

With the rapid growth of consumer sales being fulfilled through omni-channel retailing, the purpose of this paper is to explore the subsequent impact on the levels of consumer retail returns experienced through online sales and the emergent returns management strategies being affected by retailers in relation to network configuration and returns management processes.

Design/methodology/approach

The authors uses a mixed methods approach from an interpretive perspective. It is appropriate to describe the approach in terms of convergent design, since the authors have collected both qualitative and quantitative data.

Findings

Return rates for online retailing can be double those for stores, while return levels for “considered purchases” remain similar. The findings suggest that omni-channel returns management has yet to fully mature and the authors find challenges for network design and returns processes in offering a seamless solution.

Research limitations/implications

For practitioners the authors identify a number of challenges and offer insights to improve performance in returns management process, while for academic colleagues the authors propose a number of avenues for further research both in the qualitative and quantitative fields.

Originality/value

While a significant body of extant literature exists, in researching the generalized retail returns management process this paper make a contribution by addressing the emergent managerial implications of omni-channel retail returns.

Details

International Journal of Physical Distribution & Logistics Management, vol. 46 no. 6/7
Type: Research Article
DOI: https://doi.org/10.1108/IJPDLM-01-2015-0010
ISSN: 0960-0035

Keywords

  • Reverse logistics
  • Retail
  • Omni-channel
  • Performance
  • Product returns
  • Multi-channel

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Article
Publication date: 3 December 2018

Fashion retailing “tech-gagement”: engagement fueled by new technology

Chiara Colombi, Pielah Kim and Nioka Wyatt

The state of interactive digital technology is evolving rapidly and has shifted the ways in which customers shop dramatically. This trend heightens the need for research…

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Abstract

Purpose

The state of interactive digital technology is evolving rapidly and has shifted the ways in which customers shop dramatically. This trend heightens the need for research that examines the latest interactive digital technology tools adopted in fashion retailing. In response, the purpose of this paper was to examine fashion retailers’ incorporation of new interactive digital technology – in both online and offline retailing formats, and including new hybrid contexts – and its results in providing new experiential quality that contributes strongly to engage with customers.

Design/methodology/approach

The paper first reviews the literature and then proposes the research questions. This is followed by exploratory substantiation of those propositions with the findings from case studies that examined the new interactive digital technology implemented by six leading fashion retailers.

Findings

Various digital technology tools implemented in brick-to-click, click-to-brick and brick-and-mortar retailing offer customers a variety of experiential qualities that allow them to co-create products, engage in emotion-driven sensational and personalized shopping experiences and seamless shopping virtually, all of which derive from interactive digital technology implemented to enhance customer engagement.

Originality/value

This research examined the implementation of interactive digital technologies across the full spectrum of the fashion retail settings above. This paper makes an original contribution by adopting a customer-centric perspective and assessing the advantages technology provides to customer’s engagement quality in shopping, which differs from the traditional firm-centric perspective that views technology as a way to innovate retailers’ operations.

Details

Research Journal of Textile and Apparel, vol. 22 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/RJTA-03-2018-0019
ISSN: 1560-6074

Keywords

  • Customer engagement
  • Brick-to-click retailing
  • Click-to-brick retailing
  • Fashion retailing
  • Integrative digital technology
  • Retail experience

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