The ‘Store Of The Future’ In Popular Culture: Trends In Press Coverage Of Experiential Retailing

Since the introduction of the iPhone in 2007, the global retail market has witnessed massive demographic and technological changes that have re-defined consumer experience. Such changes include the rise of the millennial consumer cohort, and the introduction of retailers implementing enhanced artificial intelligence (AI) data methodology to analyse business, augmented reality (AR) and virtual reality (VR) to enhance experience and co-customization interfaces. Two seminal pieces of literature regarding consumer experience are Ballantine and Parson’s analysis of consumer experience factors and Pine and Gilmore’s (1999) Experience Economy. However, these studies were conducted nearly a decade ago, leaving a void in the literature that does not consider more current factors impacting consumer experience. The purpose of the present research was to: analyse popular press coverage to understand trends in experiential elements; and to extend the Ballantine and Parsons’ framework by proposing more current experiential elements. The researchers used the EBSCO database to generate a list of articles written from 2008 to 2018; these articles were then analysed via a qualitative content analysis method, using Ballantine and Parson\u27s and Pine and Gilmore\u27s frameworks as a base. Emergent themes that did not fit the above frameworks were added, thereby updating and extending the current body of knowledge. Findings indicated an increased emphasis on \u27experiential retailing\u27 over the years 2016‐18. Product display, employees, colour and comfort features emerged as the most important Ballantine and Parsons themes, while new emergent themes of technology, uniqueness/personalization and entertainment/escapism/discovery were added to the Ballantine and Parsons framework, thus updating it to reflect current retailing trends. Implications for industry and academia, along with directions for future research are provided

Online kiosks: the alternative to mobile technologies for mobile users

Online kiosks have the potential to be a significant alternative to mobile technologies in retailing, information provision and service delivery. This article describes the development and use of different types of online kiosk in contexts where users are on the move and away from fixed technologies. A case study of a major UK airport terminal is used to illustrate different types of kiosk applications. Comparisons are made with mobile phone technologies. Online kiosks have a niche in allowing access to information, services and e-commerce technologies for all potential consumers. However, they also have a much wider role in self-managed, self-service delivery of information, services, goods and relationships to consumers on the move.</p

Is traditional retail moving to e-commerce in the field of the fashion industry in India?

The main aim of this dissertation is to discover whether consumers feel that e-commerce provides superior performance and technology facilities than traditional retail from the perspective of Indian consumers, and to assess the importance of Omni-channel concepts and operations in the fashion industry. The fashion industry is one of the foremost business segments in India. Currently, the fashion industry is overcoming with new technology and innovation in their business. In the 1990s e-commerce was introduced saw the potential possibilities of innovation, and the new concepts which made the consumer base attractive towards e-commerce. Online retailers are growing faster than traditional retailers due to high pressure from online retailer’s offers and strategies. This research is identifies the issues in the fashion retail business in India. What are the challenges faced by traditional retail? What are the environmental causes disturbing the fashion retail industry which are argued with more detail in PEST analysis and Porter’s five forces of modern retailing and communication? Traditional fashion retailers understand how to solve difficulties and challenges in the supply chain. Discussed many technologies for fashion retail markets to improve their strategy and customer satisfaction. Researching the hypotheses are collecting behaviourism, functionalism, and experimental ideas what should traditional retailers do in their retail shop and which channel should they adopt for their business? Hypotheses are used to conduct a quick market analysis to understand the Indian demographic attitudes towards technologies, client interest, and Omni-channel. We need to understand which approaches we can use to gain knowledge in theoretical perspective. Multiple techniques are involved in the analysis and validation of hypotheses. I used SPSS tool for data analysis with cross-tabulation function. In this research I found that traditional retail and e-commerce are independent of each other but gradually merging, a most important factor for future fashion industry trends. They are systematically embracing Omni-channel strategy to provide good consumer service

Designing Multi-sided Community Platforms for Local High Street Retail

The continuing rise of online retail comes at the expense of small and medium-sized stores in local high streets. Many cities now experience substantial vacancies and the decline of independent and family-owned stores, impeding citizens’ perceived quality of living. In this paper, we design the community platform ‘smartmarket²’, with which networks of local retailers interact with networks of customers to co-create a physical and at the same time digital customer experience in a high street. The platform connects with retailers’ information systems, while interfacing with in-store technologies to connect with potential customers’ smartphones. From a theoretical perspective, the platform exemplifies how previous research on value co-creation, multi-sided (engagement) platforms, and retail communities can complement each other to constitute online-offline customer experience. Based on comparing smartmarket² with rival IT artifacts, we abstract nascent design knowledge by conceptualizing a design theory for ‘community platforms for high street retail’ as a new class of IT artifacts. We conclude the paper with identifying how digital services—including cross-promotions, geographical recommender systems, and geospatial analytics—may be offered on the platform to leverage the competitive position of small and medium-sized retailers in local high streets through online-offline customer experience

From Shopping Aids to Fully Autonomous Mobile Self-checkouts - A Field Study in Retail

Self-checkout terminals allow integrating customers as active co-producers into a retailer’s business processes. They have enjoyed increasing popularity in the past years since they allow saving costs and increasing customer satisfaction. Yet, they cannot be implemented in many retail settings, as the technology relies on retailer provided terminals and does not yet fully utilize the possibilities provided by mobile smartphones, which until recently have mostly served as decision or shopping aids. This paper presents steps towards and results from a field study of a purely mobile self-checkout solution that provides a more time efficient shopping experience to time-constrained users. We show that the time performance of app users is independent of store rush and that the time for a transaction is significantly lower for app users compared to regular shoppers during peak periods

Customer Relations Management in Information Systems Research

Customer Relations Management (CRM) involves attracting and keeping “Economically Valuable” customers while repelling and eliminating “Economically Invaluable” ones. CRM involves changing relationships and improving return-on-investment from customer relationships (ROI-CR.) We are experiencing a shift from a transaction-based economy to a relationship-based one (Keen 1999.) Two important business relationship types exist: those between enterprises and customers; and those between and among enterprises (Kalakota 1996.) This paper addresses the former. However, a there is a significant amount of research into traditional “Market Channels” (See (Bowersox 1990; Ganesan 1994; Syed Saad 1996; Cannon 1999; Geyskens 1999) for examples) as well as into eCommerce (EC) Market Channels (See (Kim 1999; Menon 1999; Son 1999)) Recent and upcoming scholarship and professional activities illustrate the importance the IS Research Community places on CRM. This paper presents a framework for IS CRM Research Topics, a discussion of IS CRM scholarly and professional research directions and activities

Design Dynamics. Navigating the new Complex Landscape of Omnichannel Fashion Retail

The fashion industry is entering the dynamic global competitive market, promoting various actions prioritising design, creativity, sustainability, and technological advancement as pivotal factors. At the same time, it is reimagining its business models to adapt to the changing landscape. The rise of pervasive connectivity, intuitive interfaces and innovative interaction channels has triggered a revolution in fashion retail, reshaping customer behaviour and expectations. The traditional retail framework has evolved into a fully interconnected omnichannel system. This transformation is characterised by the proliferation of physical and virtual channels and touch points and by the adoption of a more flexible and integrated approach. In this dynamic context, design plays a central role, possessing the ability to impart meaning to the production and distribution system. Design-led innovation represents an incremental form of innovation that injects a nuanced range of meaning into the marketplace, extending beyond tangible objects, including discourses, expressions, narratives, visual images, symbols, metaphors, and spaces. The book analyses the multifaceted nature of the fashion retail experience through the lens of the design discipline, aiming to contextualise the evolution of retail within increasingly complex processes, networks and interconnections, both theoretically and practically. The focus is on retail design, delving into the new skills required and the valuable tools needed to apply them in inherently multidisciplinary contexts. Ultimately, the aim is to navigate the intricate terrain of retail evolution and shed light on the evolving role of design in this multifaceted sector