Measuring retail performance in an omni-channel world

Abstract

Driven by global advances in technology and changes in consumer buying behavior, brick-and-mortar retailers are being forced to become omni-channel retailers. This calls for new metrics for evaluating retail performance. We examine the challenges facing the retail industry, the metrics that traditional brick-and-mortar stores have used as well as the new metrics that retail industry experts are suggesting for online retailing. A conceptual framework for omni-channel retailers is suggested.     

Determinants of international retail operation mode choice: Towards a conceptual framework based on evidence from French specialised retail chains

Abstract

More and more retailers have expanded internationally. Because of its impact on the success of a retailer's international operations, a critical aspect of an internationalisation strategy consists of choosing the appropriate entry and expansion modes. The phenomenon remains misunderstood as little research in international retailing has focused on this question and findings from international management literature find limited application to services.

This paper draws upon a literature review and six case-studies from French specialised retailers to provide an exploratory framework for examining key determinants of operation mode choice. It is found that retailers consider four underlying dimensions of operation modes. These dimensions are affected by situational, individual and marketing factors whose explanatory impacts are moderated by the motives for internationalisation and relationship networks.     

Going liquid: French food retail industry experiencing an interregnum

ABSTRACT

By calling the present condition of the French food retail industry an interregnum, this research considers the impact of liquid modernity on this sector and looks for signs of a new order at a designing stage. Nine experts representing large retailers and entrepreneurs using alternative modes of food retailing were interviewed. An interpretive analysis reveals a wide diversity of changes. Following Bauman’s liquid metaphor, we identify shock, transformations, and crisis in food retailing, which we describe as phases that mark the dynamics in the shift from solid to liquid retailing. We discuss how retailers are adapting and deploying tactics both to respond and belong to these liquid times and how retailers can regain some legitimacy by claiming a role in territorial sovereignty.     

Evolution of retail formats: Past,present, and future

In this paper, the authors review current literature on retail formats and propose a new customer-centric framework for retailers to focus on as they continue to innovate and evolve. Specifically, they review the literature on how formats compare in their attributes and compete with each other; the role of customer behavior in format choice; and developments in multichannel and omnichannel retailing. They propose a framework for retail formats suggesting two paths – either reduce friction in the customer journey or enhance customer experience. They discuss the challenges faced by offline (physical store-first) and online (digital-first) retailers and elaborate on strategies each type of retailer is pursuing to address these challenges. Finally, they offer directions for future research in this domain. They conclude by calling for newer digital-first and physical-first players to continue coming up with different customer-centric formats, which they predict will slowly morph into integrated retailers, leaving space for newer players to enter the market and hence keep the wheel of retailing spinning.     

Potential of the Internet as a Retailing Channel in South Africa

Abstract

This study examines the factors affecting retailers perceptions of the Internet as a potential retail channel. It examines the environmental factors as well as the organizational factors impacting on the potential of Internet retailing. Results are reported from 102 South African retailing chain organizations across all categories. The authors discuss the results and provide some guiding points for retailers who intend to use the Internet as a retailing channel in the future.     

Internationalisation of Hypermarket Retailing in Poland

ABSTRACT

Retailing in Poland after 1989 was privatised rapidly. There was an explosion in the number of small shops and kiosks. By 1996 rationalisation had begun in the store network. By the mid-1990s foreign retailers were perceiving the Polish market as a potentially lucrative one. Several store formats were introduced. Hypermarket operators from Western Europe have moved into the market strongly since the mid-1990s. French and German retailers are making substantial investments in this format. There are notable implications for the supply chain, logistics and the behaviour of manufacturers of fast-moving consumer goods, particularly food. There are implications also for the training and development of a cadre of managers in operational and strategic functions. The development of hypermarkets represents a significant transfer of managerial know-how from Western to Central Europe. There are also implications for the small shopkeeper sector which has already been affected but is likely to be more heavily affected as hypermarket numbers increase. In the process of the modernisation of retailing in Poland foreign hypermarket operators are playing an important role.     

Organizational climate for innovation and creativity – a study in Swedish retail organizations

ABSTRACT

Innovation in retailing is under-investigated in academia and yet a highly relevant concern given the current changes in the retail landscape. Although retailing is often characterized by a dynamic and highly competitive environment, retail organizations are not often considered as ‘innovative,’ at least when compared with manufacturing industries, or when using existing innovation frameworks in academic literature. There are many aspects of innovation discussed in literature and a need to consider different ways of looking into retail’s innovativeness. Among them, the importance of organizational climate on influencing creativity and innovation may help explain how to enable innovation in service organizations, such as retailers. The purpose of this study is to evaluate the climate for innovation and creativity and examine how retail organizations perceive it. We applied a mixed-methods approach using an established organizational climate survey and semi-structured, one-on-one interviews regarding the innovation climate and other aspects of innovation management in the companies. The study shows that despite retail organizations still struggling to incorporate innovation on a strategic level and move beyond incremental developments in their operations, retailers score positively on being innovative regarding certain dimensions of the organizational climate survey. This indicates that retailers (especially conventional ones) could benefit from challenging current practices and moving towards becoming more active and strategic innovators since their organizational climate to a certain extent allows for it. Respondents within the organizations also express a need for better innovation support, whether it is through established structures and processes or an improvement in the current conditions of the organizational climate. How retailers could enable themselves to become more active innovators – based on what we know that retailers look more towards entrepreneurship and continuous development as a driving force rather than formalized innovation practices per se – is a potential avenue for further research.     

Global retailers and logalization: ‘thinking locally and acting globally’

Abstract

This research provides theoretical rationale to explain how global retailers are able to harvest multiple ideas from diverse host-markets and add relevant new ideas into a standardized retail mix that is rolled out globally. To capture this bottom-up harvesting of local information embedded in host-markets, this study adopted the term ‘logalization’ from the economics literature and applied the absorptive capacity framework. Under the activation of absorptive capacity, host-market subsidiaries play a critical role in acquiring and assimilating relevant knowledge from the host market and disseminating it to headquarters. The home-country headquarters (HQ) then transforms relevant knowledge into an innovative standardized retail mix to exploit at the global level. The concept of ‘logalization’ differs from ‘glocalization’ found in the literature; glocalization incorporates the local context to establish a strategy at the local level, while logalization uses local information as a resource to develop a standardized strategy at the global level. The development of propositions is informed by semi-structured interviews with 10 managers employed by global retailers. By illustrating the logalization orientation, this research describes how global retailers can create an innovative retail mix by exploiting heterogeneous information from various host-markets to create and sustain a competitive advantage in the global market.     

Can Brick-and-Mortar Retailers Successfully Become Multichannel Retailers?

ABSTRACT

The critical success factors required by brick-and-mortar retailers to successfully transform into multichannel retailers are analyzed in this study. We identify threshold resources and success factors required to survive in the online retailing industry. We suggest that by leveraging their already existing assets and augmenting certain resources and capabilities, brick-and-mortar retailers would be able to exploit gaps in online retailing and use opportunities arising from them, thus gaining a competitive edge over online retailers.     

An innovation perspective on Chinese retailers' competitive advantage

Given the emergence of strong local retail firms in China over the last two decades, this paper aims to explore their competence enhancement and capability building process from the innovation perspective. Innovative measures on retail format, activity and governance dimensions of three leading local retailers in China are investigated using an in-depth case study approach. After each case is studied on the three dimensions, a cross-case analysis is conducted using thematic analysis to examine their innovative strategies and to explore their sources of innovation. The three cases share notable similarities in their strategies that are in sharp contrast to those of foreign retailers. On the retail format dimension, they have all achieved differentiation by formulating niche strategies and succeeded in creating a strong reputation among customers and retaining the same. On the retailing activities dimension, they have all developed a profit-making model through unique supply chain management and stressed construction of logistics centres and operational standardisation. On the governance dimension, they have established an efficient incentive and reward mechanism to motivate employees and encourage innovative practice. They have also built long-term collaborative relationships with their suppliers. Based on these three cases, it is also found that local embeddedness, latecomers' advantages, business agility and a risk taking entrepreneurial mentality are the crucial factors behind the generation of efficient innovations of China's local retailers. With these findings, this paper has extended and enriched existing knowledge on latecomers' catch up and service innovation. It has constructed an analytical framework for retail innovation by building on relevant attempts in the existing literature. A theoretical framework that explains how indigenous Chinese retailers have managed to successfully compete with foreign retailers in China using innovative strategies has also been established based on empirical data.     

Crosswise and reciprocal interdependencies within retailers’ multichannel structures

Understanding consumer behavior across channels is the fundamental basis for implementing successful multichannel retailing strategies. This study analyzes the crosswise and reciprocal relationships between offline and online brand beliefs, offline and online retail brand equity and consumers’ conative loyalty to a retailer in multichannel structures. The relationships are contextualized by investigating fashion and grocery retail sectors and different prior channel performances that are likely to affect the paths to loyalty across channels. To provide insight into these issues, two cross-sectional and two longitudinal models are employed. The results show that former brick-and-mortar retailers are able to significantly increase consumers’ loyalty to the firm by primarily designing offline (secondary online) attributes and beliefs. The results hold for retailers in both fashion and grocery retailing, however, with stronger effects in fashion, as well as for retailers with strong vs. weak prior channel performance. However, indirect effects indicate that online brand beliefs and offline retail brand equity are the central strategic levers for prior strong (vs. weak) retailers. Reciprocal relationships between online and offline retail brands underline important channel interdependencies. Managers thus need to take these crosswise and reciprocal interdependencies between channels into account when designing successful multichannel retailing systems. This study introduces the novel idea of simultaneous crosswise and reciprocal relationships within multichannel retail structures and shows that paths to loyalty vary for retailers in different retail sectors and retailers with strong vs. weak offline and online channel performances.     

产业耦合、区域异质性与新零售组织场域

新零售业态发展受制于零售业与物流业耦合状况。两业耦合约束下，如何构建新零售组织场域是深化零售业变革以提升经济效率的重要现实问题。文章首先量化分析中国东、中和西部区域零售业与物流业耦合关系及其协调发展水平；其次提出考虑区域异质性下的新零售制度创业优势路径，并剖析新零售组织场域建构过程及其逻辑。研究发现：(1)中国零售业与物流业处于正向非对称共生状态，且共生度表现明显的区域差异；(2)零售业与物流业耦合互动状况整体不佳，东部协调水平最高，总体处于中度协调阶段，西部协调水平最低，处于勉强协调阶段；(3)东、中和西部理应分别建构平台服务商、实体零售商和物流服务商主导下的新零售组织场域；(4)三种新零售组织场域形成过程中的制度创业、集体行动、合法性建立以及新旧制度联动变迁等组织行为逻辑存在差异。研究结论为推进中国新零售业态持续健康发展提供理论支撑和实践启示。     

The Effects of Retail Banner Standardization on the Performance of Global Retailers

Global retailers often face an important decision about the extent to which they should standardize or adapt their retail banners, a choice that the authors refer to as retail banner standardization (RBS). Drawing on the international marketing and retailing literatures, this study investigates how RBS affects the performance of global retailers in a longitudinal sample of 69 global retailers from multiple countries and sectors, across ten years. Findings indicate that the role of banner standardization in the successful performance of global retailers depends on retailer and market-level characteristics. Specifically, the results demonstrate that RBS improves retailer profitability as retailers increase their global penetration and emphasize status-based differentiation. Findings also suggest that banner standardization has stronger effects on profitability as retailers increase their focus on emerging markets and e-commerce. However, the authors also find that while RBS increases profits at low levels of global diversity, this effect becomes non-significant as retailers expand to highly diverse foreign markets. As such, the study provides important implications for global retailers while also filling the gap in banner/brand standardization/adaptation research that lies at the intersection of retailing and international marketing.     

The New Change Process

Abstract

This paper reports on the empirical testing of two key propositions using a study of apparel retailers in Eastern Australia. The first proposition states that small retailers have an advantage in personal service compared lo large retailers. The second proposition states that human resource capabilities contribute to a competitive advantage in personal service.

The key contributions of the research include the identification of the incidence of a competitive advantage in personal service among retailers; the testing of theoretical propositions, and the recognition of the implications of the research for the more successful management of retail businesses. The final contribution is the exploration of managerial implications. Employee training emerges as the key to improved performance in personal service.

The findings are significant for the survival of SME retailing as we know it and there is scope to test the status of the propositions in other industries and in other countries.     

The market orientation-performance link: the role of service reliability

International alliances in retailing are a fairly new phenomenon. A range of relationships is being formed between retailers in order to take advantage of new opportunities and to counter the threats created by the internationalisation of retailing. This paper proposes a taxonomy of the range of alliances being formed between and among retailers, giving evidence from the UK retail sector to support the taxonomy. A comprehensive identification of UK retailer presence in international alliances is presented, along with a discussion on the potential advantages that accrue from membership of an alliance. We conclude by highlighting further issues for discussion.     

The changing structure of Hungarian retailing: Prospects for foreign retailers

Since the mid‐1980s many innovations and developments have taken place in Hungarian retailing, notably because of the recognition by the government that weaknesses in the distribution system can be a fundamental handicap to the efficiency of the whole economy. Some of the changes in Hungarian retail organization date back to the two periods of reform in 1968 and the early 1980s. Those reforms which in the retail sector were designed primarily to encourage innovation and diminish the bureaucracy of large organizations are examined, as well as the major factors in the economy which continued to frustrate many of their beneficial effects.

The subsequent effects of deregulation measures since 1985 on retailing are analysed, particularly the main changes which have occurred in the structure of retailing, e.g. accelerated establishment of private retailers; the expansion of self‐service; the forward integration of importers, manufacturers and wholesalers; the hiving off of the small units belonging to large state multiples and cooperatives. In addition, how these governmental market‐oriented policies have affected the marketing strategies of some of the major Hungarian retailers, and the relationships they arc now forging with foreign retailers are also examined. Finally, the various entry methods utilized by foreign retailers are assessed, and the constraints in the retail infrastructure which still remain to be overcome if more foreign retailers than hitherto are to be encouraged to enter this market.     

The Growth and International Expansion of an Emerging Market Retailer in Latin America

ABSTRACT

This study contributes to the literature on international retailing by addressing a gap in the literature regarding how retailers from emerging markets expand internationally. This historical case study analyzes the growth and internationalization process of Chilean retailer Falabella, which is one of the largest retailers in Latin America and has been able to compete with multinationals from developed countries. The research is based on primary and secondary data sources including 33 oral interviews with company managers and family executives, as well as industry data, corporate reports, and trade journals. Drawing on institutional theory, the findings show that belonging to a family conglomerate, engaging in networks, partnerships, and organizational learning, and having an experienced management team helped Falabella gain legitimacy in all international markets.     

Urban place marketing and retail agglomeration customers

Abstract

Through identifying the attributes of a place that have an influence on the patronage behaviour of urban retail customers, this paper presents a conceptual model that proposes direct and indirect antecedents regarding the different retail-related dimensions associated with urban place attractiveness. An empirical study was conducted whereby the model was tested by surveying approximately 500 actual customers at the time they visited a particular town centre for the purposes of shopping. The results showed that the retail tenant mix, the merchandise value, and the atmosphere had a direct impact, and the product range and the sales personnel an indirect impact upon the evaluation of attractiveness. Furthermore, a number of additional effects towards these antecedents were identified with respect to parking conditions, the non-retail tenant mix, manoeuvrability, and orientation. This revealed that retailing activities were a major driver of attractiveness for an urban place. The practical implication of these findings suggests that place marketing activities should be proactive in supporting and enabling retailers in fulfilling their roles.     

Challenges to Retailing Systems—Lessons from the People's Republic of China

Abstract

Based on an investigation of market leader manufacturers and consumers, this pilot study focuses on an analysis of the phenomena of “squeezing” retailing activities in China as a result of the double pressures from both producer and consumer. Based on this study, and in the context of the fierce international competition in the market place in China, the conclusion has been reached that (a) “In the market place, the manufacturers and consumers are one-step-ahead of retailers; (b) The large-scale production-retailing-consumption system is important to China's market economy and its future development; and (c) Marketing is the key for manufacturers and retailers to succeed in China today and in the future.”.