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1 – 10 of over 6000
Article
Publication date: 16 March 2018

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…

3935

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
ISSN: 0887-6045

Keywords

Open Access
Article
Publication date: 3 April 2019

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…

6450

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
ISSN: 0959-0552

Keywords

Article
Publication date: 22 January 2019

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…

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
ISSN: 1463-5771

Keywords

Article
Publication date: 13 December 2021

Vidushi and Radha Kashyap

The omni-channel strategy provides a holistic experience during shopping by integrating online and offline channel services. In this digitalized realm, customers are more…

Abstract

Purpose

The omni-channel strategy provides a holistic experience during shopping by integrating online and offline channel services. In this digitalized realm, customers are more dependent on online elements for shopping. However, physical stores are still their first choice for apparel shopping. The introduction of interactive technology is one of the key elements to provide an online experience in the physical store. The purpose of this paper is to identify the impact of interactive technologies on purchase intention and its role.

Design/methodology/approach

This study has been conducted in Delhi using 573 customers who are using interactive technologies for shopping. A self-developed questionnaire was used to collect the data. Data was analysed using structural equation modelling through smart partial least square 3.

Findings

The results show that 46% change in purchase intention was due to mobile point of sale/digital wallet, tablet/i-pad/digital signage, smartphone and click and collect/ship from store technology. However, there was no impact of the smart mirror and in-store Wi-Fi technology on purchase intention.

Originality/value

This study focuses on various technologies which provide online experience at physical stores. This study offers new insights for the theoretical and business framework of omni-channel brands. These technologies could be used as key performance indicators of omni-channel retailing in future.

Details

Research Journal of Textile and Apparel, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1560-6074

Keywords

Article
Publication date: 5 October 2012

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…

17206

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
ISSN: 0959-0552

Keywords

Article
Publication date: 14 September 2015

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…

4227

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
ISSN: 1463-001X

Keywords

Article
Publication date: 17 November 2020

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…

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. 55 no. 2
Type: Research Article
ISSN: 2514-9288

Keywords

Article
Publication date: 18 November 2020

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

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. 49 no. 2
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 24 May 2022

Helen Cocco and María D. De-Juan-Vigaray

This paper develops a typology of omnichannel retailer activities and corresponding customer responses during a rapidly changing external coronavirus disease 2019…

Abstract

Purpose

This paper develops a typology of omnichannel retailer activities and corresponding customer responses during a rapidly changing external coronavirus disease 2019 (COVID-19) pandemic environment, to contribute towards academic research on omnichannel strategies and to assist retailers when making future investment and resource decisions.

Design/methodology/approach

Implementing a dual desk research process, the authors carry out a document review of 61 retailers operating globally and connected customer reviews and categorise them using a content analysis.

Findings

The findings show that retailers employ a multitude of new omnichannel strategies during a pandemic and implement new or upgraded cross-channel services. Customer data show that delivery and customer service issues largely persist. The authors divide retailer actions and microfoundations into five broad categories and present a typology of strategic retailer activities and customer responses.

Originality/value

This research presents insights into omnichannel strategies from both a retailer and customer perspective, and offers guidance on improving the implementation of future omnichannel strategies.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 3 March 2022

Christophe Bezes

No other research analyzes the formation of overall satisfaction across channels, including the reciprocal interactions between store and website satisfaction and the…

Abstract

Purpose

No other research analyzes the formation of overall satisfaction across channels, including the reciprocal interactions between store and website satisfaction and the factors that moderate them. Therefore, the aim of the present study is to examine how overall customer satisfaction is formed from the image and perceived congruence of the two main existing channels and the satisfaction induced by each.

Design/methodology/approach

The online study covers 909 customers of a French mortar-to-click retailer specializing in women's and children's clothing. The conceptual model incorporates reciprocal interdependence between store satisfaction and website satisfaction. This model is tested using the procedure specific to non-recursive structural equation model.

Findings

Overall satisfaction with the retailer is not only generated by satisfaction with the store and the website, but also directly and indirectly by the image of each channel. The contribution of the variables depends on the personal and situational characteristics of the customer. Not only is the relationship confirmed from store satisfaction to website satisfaction, but for the first time, in rarer cases the reverse is also observed. On the other hand, while the perceived congruence of channels can improve satisfaction with the channel for certain types of customers, in other cases the congruence can also worsen customers' overall satisfaction.

Research limitations/implications

The detailed analysis of the formation of this satisfaction shows the pre-eminence of the customer over the retailer's initiatives. A retailer may facilitate or encourage virtuous interaction between retailer's channels by making the transfer of information and products more fluid (click and collect for example); but in the end, the customer is the one who decides whether or not to bring the channels closer together.

Originality/value

Contrary to what the literature assumes, in some cases, the retailer's attempt to integrate the channels may even reduce overall satisfaction if customers do not want this integration, just as a high level of satisfaction on the website can reduce in-store satisfaction.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-0552

Keywords

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