E-Commerce in a Physical Store: Which Retailing Technologies Add Real Value?

AbstractTo remain competitive in a connected world, offline retailers have responded with integrating digital in-store technologies into their physical servicescapes. Often, the introduction of multichannel connecting services like click & collect or order from or return to store are first steps.Shopper-facing advanced technologies can be key to creating a different physical shopping experience for consumers and delivering benefits to retailers such as improved traffic, conversion and baskets or streamlined operational cost. In general, consumers consider retailing technologies as useful. However, shoppers assess the fairness of the exchange about procedures, outcome and treatment and the value of the technology they receive compared to what the retailer gets. Also, satisfaction, trust and privacy concerns are relevant for customers. Retail managers need to ensure the functionality and safety of their application and take consumer concerns seriously. Also, they need to address privacy concerns and build trust, if they want proximity marketing to deliver on its promise of increasing basket size or attracting new shoppers.

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The in-store shopping experience: A comparative study of supermarket and clothing store customers

South African Journal of Business Management ◽

10.4102/sajbm.v35i4.663 ◽

2004 ◽

Vol 35 (4) ◽

pp. 1-10 ◽

Cited By ~ 22

Author(s):

N. S. Terblanche ◽

C. Boshoff

Keyword(s):

Comparative Study ◽

Customer Retention ◽

Shopping Experience ◽

Clothing Store ◽

Alternative Means ◽

Retail Managers

Various developments continually pressurise retailers to find new and innovative ways to differentiate themselves from competitors and adapt to ever-changing and accelerating environmental circumstances. Positioning based on customers’ in-store shopping experience (ISE) offers retailers an alternative means of differentiation and is achieved by providing a superior in-store shopping experience. The ISE instrument that has been developed to measure customers’ in store shopping experience is used in this study to compare the in-store shopping experiences of customers of two diverse retailing environments (supermarkets versus clothing retailers) by assessing its impact on customer retention. A proposition is formulated and the findings reported. The implications of ISE and customer retention for retail managers are also dealt with.

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Privacy concerns will slow surging tech valuations

Emerald Expert Briefings ◽

10.1108/oxan-db235338 ◽

2018 ◽

Cited By ~ 1

Keyword(s):

Medical Records ◽

Genetic Data ◽

Fundamental Question ◽

Human Society ◽

Content Type ◽

Privacy Concerns ◽

Technology Sector ◽

Consumer Concerns ◽

Technology Platforms ◽

The World

Subject Technology sector outlook. Significance US tech firm Apple will soon become the world’s first 1-trillion-dollar company. The tech-heavy Nasdaq composite equities index has increased by 41% since the beginning of 2017, nearly twice that of the S&P 500 and the world MSCI equities index. Concerns about overvaluation are colliding with rising fears and awareness of the power that the tech firms hold over citizens and governments. Impacts The substantial power that is being accumulated by the leading technology platforms will come under increasing review. In response to consumer concerns and upcoming regulation, technology companies will scramble to update their privacy disclosures. Privacy subcategories including medical records, and biometric and genetic data have not drawn scrutiny thus far; this could change. A more fundamental question of how social media affects human society and interaction may also enter political discourse.

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Effects of atmospheric variables on children during shopping activity

Conference Proceedings of the Academy for Design Innovation Management ◽

10.33114/adim.2017.106 ◽

2019 ◽

Vol 1 (1) ◽

Author(s):

Yuanyuan YIN ◽

Mohd Shahril RUSMAN ◽

Yasmin Sekhona DHILLON

Keyword(s):

Conceptual Framework ◽

Market Segment ◽

Related Research ◽

Specific Target ◽

Shopping Experience ◽

Retail Managers ◽

Atmospheric Variables

Although children are recognised as an important market segment, research on how children feel, perceive and experience shopping environment is still very limited. This study developed a conceptual framework of children shopping experience based on a review of 20 years of related research on how shopping atmospheric variables affect children aged between three to seven years old during their shopping journey. These articles are sourced from well-known academic databases including “Sage Publications”, “Emerald Insight”, and “Elsevier”. The conceptual framework explains how atmospheric variables influence children shopping experience from four perspectives: the role of children during shopping, act and response towards the shopping variables, variables as an agent of socialization and response from parents. Specific sub-level factors have also been summarised under each category for retail managers and designers to consider when designing a shopping atmosphere for this specific target customer.

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Designing a memorable in-store customer shopping experience: practical evidence from sports equipment retailers

International Journal of Retail & Distribution Management ◽

10.1108/ijrdm-09-2020-0361 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Angelo Bonfanti ◽

Georgia Yfantidou

Keyword(s):

Social Relationships ◽

Exploratory Study ◽

Design Methodology ◽

Limited Attention ◽

Structured Interviews ◽

Content Type ◽

Shopping Experience ◽

Retail Managers ◽

Practical Implications

PurposeThis study aims to detect the dimensions of the in-store customer shopping experience from the sports retailer perspective and to investigate how the role of sports equipment stores is changing.Design/methodology/approachThis exploratory study performs semi-structured interviews with retail managers of sports equipment stores.FindingsThis research reveals the importance of the dimensions of immersive design, sensorial ambient elements, social relationships, trialability and real experience sharing in designing a memorable in-store shopping experience in sports stores, and it highlights that the store's role in the sports context is transitioning from sales space to an interactive, immersive, engaging and convivial place. It proposes a model to design the in-store customer shopping experience effectively.Practical implicationsSports equipment managers can make their physical stores as experiential as possible by investing in expert, passionate personnel and technology in order to create a real in-store experience of the product and the sports practice.Originality/valueWhile sports equipment retailers acknowledge the importance of providing customers with a memorable shopping experience by creating an evocative environment and placing multiple touchpoints in stores, management scholars have paid limited attention to sports stores. This study explores the ways in which sports retail managers can design their stores effectively in experiential terms.

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Customers’ Perception on the Trustworthiness of Electronic Commerce: A Qualitative Study

10.35542/osf.io/msdpg ◽

2020 ◽

Author(s):

Joseph Dave Mendoza Pregoner ◽

Ivan Louie Opalla ◽

John Dave Uy ◽

Melyza Palacio

Keyword(s):

Qualitative Study ◽

Electronic Commerce ◽

Perceived Risk ◽

Purchase Intention ◽

Personal Information ◽

Privacy Concerns ◽

Determining Factors ◽

Shopping Experience ◽

Online Business ◽

And Behavior

Electronic commerce is growing popular across the world because of the convenience it brings to online sellers and online customers. However, as the electronic commerce rises, problematic issues like privacy concerns, dissatisfaction, incompetent deliveries, and the most important – trust issues – also surface. Numerous previous studies indicated that the purchase intention and behavior of the online customers depend on their perceived risk and shopping experience in electronic commerce. Some studies also specifically stated that personal information, product quality, security, and business reputation are the usual factors which the customers evaluate to deem the online business as trustworthy. The researchers conduct this qualitative study concentrated on the perceived trustworthiness of e-commerce to know if it complements the results of other studies and to provide information to online users which can guide them in either selling or purchasing products online. Using purposive sampling and thematic data analysis, the researchers had eight in competence area, three in benevolence, and two in integrity as determining factors on the online business’ trustworthiness. The findings of the study claimed that online customers value the competence, benevolence, and integrity of the online business to be perceived as a trustworthy one.

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The critical factors shaping customer shopping experiences with innovative technologies

Baltic Journal of Management ◽

10.1108/bjm-02-2021-0049 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Marianne Ylilehto ◽

Hanna Komulainen ◽

Pauliina Ulkuniemi

Keyword(s):

Customer Experience ◽

Research Strategy ◽

Innovative Technology ◽

Critical Factors ◽

Content Type ◽

Innovative Technologies ◽

Channel Choice ◽

Shopping Experience ◽

Retail Managers ◽

Depth Interviews

PurposeThe purpose of this study is to explore the customer shopping experience in the innovative technology setting. Specifically, the purpose is to understand how do innovative technologies influence the customer shopping experience?Design/methodology/approachThis qualitative, explorative study has characteristics of a phenomenological research strategy. The data were collected from four focus groups and ten in-depth interviews with consumers. Abductive approach with an implementation of content analysis was used as a method of analysis.FindingsThe results show that there are three critical factors in customer's shopping experience in the context of innovative technologies; (1) channel choice, (2) value dimensions related to convenience and enjoyment, and (3) social interaction. All factors are highly intertwined and influence each other.Originality/valueThis study contributes to customer experience literature by offering a framework for understanding customer shopping experiences in the innovative technology setting. These findings have important implications for retail managers seeking to enhance customer experience and achieve a competitive advantage by utilizing innovative technology.

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On foot, in the shopping cart or in the buggy: the influence of children on supermarket shopping

RACE - Revista de Administração Contabilidade e Economia ◽

10.18593/race.20425 ◽

2020 ◽

pp. 1-22

Author(s):

Vitor Koki da Costa Nogami ◽

Olga Maria Coutinho Pépece ◽

Juliana Medeiros ◽

Andres Rodriguez Veloso

Keyword(s):

Decision Making ◽

Literature Review ◽

Shopping Cart ◽

Shopping Experience ◽

Retail Managers

The paper goal is to analyze how the shopping cart strategy can influence the family’s buying process when they are with children in supermarket. The literature review addresses both the evolution of supermarket retailing and children's influence on family’s decision-making at supermarket. We conduct two researches, first (qualitative) included 12 observations and 7 interviews at one supermarket store, second (quantitative) consisted of a survey at four stores of same supermarket chain with sample of 298 families. The results indicate there mainly findings, (a) parents prefer when children are in shopping cart, (b) children prefer to go in the buggy as there is a funny shopping experience, and (c) when children are walking, they interact more with the products in the supermarket, consequently, its family spend more than had planned. This paper has the following contributions. The paper offers a deeper understanding of how children behave in real settings, providing insights to retail managers on the dynamics of the store. In addition, we offer suggestions to retail managers on how to deploy a cart strategy that has potential to bring superior revenues. Lastly, our findings suggest that in some retail situation, the deployment of certain cart strategies can bring more security to the store.

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