Loyalty Programmes: Practices, Avenues and Challenges

<div align=justify>Complexity of modern business requires managers to strive for innovative strategies to acquire and retain customers in any product market field. As acquiring new customers is getting costlier day by day, business organizations have offered continuity/loyalty programmes to retain/reward existing customers and maintain relationships. The premise of CRM is that once a customer is locked in, it will be advantageous to both the organization as well as customer to maintain relationships and would be a win-win situation for both. Consumers find it beneficial to join such programmes to earn rewards for staying loyal. Through loyalty programmes, firms can potentially gain more repeat business, get opportunity to cross-sell and obtain rich customer data for future CRM efforts (Yuping Liu, 2007). This paper, exploratory in nature, attempts to provide a conceptual overview of Loyalty in organized retail sector, outlines practices of grocery retail outlets in Ahmedabad, the largest city in the state of Gujarat and the seventh-largest urban agglomeration in India, with a population of 56 lakhs (5.6 million). It also throws light on consumer expectations, perceptions and problems faced through indepth exploration. Based on literature review and environment in India, an emerging economy, it attempts to predict future of such programmes specifically in Indian organised retail sector and discusses managerial challenges of managing loyalty programmes and provides agenda for future research directions.</div>

Online vs. In-Store Shopping: How Problem Solving Strategies of Decision Support Systems influence Confidence in Purchase Decisions

Several studies have investigated the relevance of Decision Support Systems (DSS) on purchasebehaviour. Even though these studies show several aspects of the utility of DSS, they are limited toonline purchase situations, the use of one decision making strategy and one DSS technology. In thispaper, we therefore develop a theoretical model that measures the impact of DSS strategies relative toa given purchase problem and an adequate use of DSS technology on consumers’ perceivedconfidence in purchase decisions for both online and in-store purchase situations. Further, threemediating decision process variables are considered: perceived personalization of a DSS, perceivedrelevance of recommendations, and cognitive trust in DSS competence. As this paper represents awork in progress, the theoretical model has still to be tested empirically with regard to the proposedmethod. But as a result, we expect that the model not only allows evaluating different kinds ofpurchase-directed DSS but let researchers also draw conclusions on the appropriate use of technologyand decision strategies of one individual DSS

Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review

In numerous studies, information and communications technology (ICT) has been shown to be an enabler of service innovations in human-centered service systems (HCSSs). The resulting findings, however, have not been presented in a systematic way. Therefore, we present an integrated and representative overview of the literature on ICT-enabled service innovation in HCSSs. To show the existing findings, we reviewed papers from top journals in the fields of management science, information systems, service research, and innovation management. By using a systematic literature review, we identified 37 relevant papers. We systematically assessed the papers based on an analytical framework that consists of a four-phase management process and the components of service systems. We showed that the research background and the research methods used in the papers are very diverse, representing a large research field with a varying degree of knowledge. Based on our findings, we derived a specific agenda for future research

Omnichannelling and the Predominance of Big Retailers in the Post-Covid Era

none3noThe Covid 19 pandemic has profoundly affected the competitive context of retail companies. Multiple changes have occurred both in consumer behaviour, in retail strategy and marketing channels. The article aims to highlight the areas in which the major changes have occurred and identify some trends that characterize retail channels. In particular, the pandemic has accelerated the use of digital technology in the processes of physical purchase and distribution of retail products, favouring new forms of integration between physical and online channels (so-called omniachannelling). Many brick&mortar stores have closed down, others have modified their original logistic functions in favor of the new digital integrated ones, with a smaller number of point of sales assuming the connotation of flagship stores with greater force. Some cases confirm the acceleration that took place towards the integration and redefinition of the roles of physical and online channels. The biggest retailers empower their predominance in the global market. Smaller operators could renew their role by shaping new forms of collaboration to survive.openFabio Fortuna, Mario Risso, Fabio MussoFortuna, Fabio; Risso, Mario; Musso, Fabi

Harnessing the power of the general public for crowdsourced business intelligence: a survey

International audienceCrowdsourced business intelligence (CrowdBI), which leverages the crowdsourced user-generated data to extract useful knowledge about business and create marketing intelligence to excel in the business environment, has become a surging research topic in recent years. Compared with the traditional business intelligence that is based on the firm-owned data and survey data, CrowdBI faces numerous unique issues, such as customer behavior analysis, brand tracking, and product improvement, demand forecasting and trend analysis, competitive intelligence, business popularity analysis and site recommendation, and urban commercial analysis. This paper first characterizes the concept model and unique features and presents a generic framework for CrowdBI. It also investigates novel application areas as well as the key challenges and techniques of CrowdBI. Furthermore, we make discussions about the future research directions of CrowdBI

Retail Inventory Control Strategies

Despite using computerized merchandise control systems in retail, the rate of stockouts has remained stagnant. The inability to satisfy customer needs has caused a loss of 4% in potential revenue and resulted in dissatisfied customers. The purpose of this qualitative multiple case study was to explore cost-effective inventory control strategies used by discount retail managers. The conceptual framework that grounded the study was chaos theory, which helped identify why some business leaders rely on forecasting techniques or other cost-effective strategies as an attempt to prevent stockouts. The target population was comprised of discount retail managers located throughout northeast Jacksonville, Florida. Purposeful sampling led to selecting 6 retail managers who successfully demonstrated cost-effective inventory control strategies for mitigating stockouts. Data were collected through face-to-face semistructured interviews, company websites, and company documents. Analysis included using nodes to identify similar words and axial-coding to categorize the nodes into themes. Transcript evaluation, member checking, and methodological triangulation strengthened the credibility of the findings. Five themes emerged: (a) internal stockout reduction strategies, (b) external stockout reduction strategies, (c) replenishment system strategies, (d) inventory optimization strategies, and (e) best practices for inventory control. This study may contribute to positive social change by improving inventory management, which may reduce demand fluctuations in the supply chain and reduce logistics costs in the transportation of freight thereby leading to improved customer satisfaction

Personal Privacy Protection within Pervasive RFID Environments

Recent advancements in location tracking technologies have increased the threat to an individual\u27s personal privacy. Radio frequency identification (RFID) technology allows for the identification and potentially continuous tracking of an object or individual, without obtaining the individual\u27s consent or even awareness that the tracking is taking place. Although many positive applications for RFID technology exist, for example in the commercial sector and law enforcement, the potential for abuse in the collection and use of personal information through this technology also exists. Location data linked to other types of personal information allows not only the detection of past spatial travel and activity patterns, but also inferences regarding past and future behavior and preferences. Legislative and technological solutions to deal with the increased privacy threat raised by this and similar tracking technologies have been proposed. Such approaches in isolation have significant limitations. This thesis hypothesizes that an approach may be developed with high potential for sufficiently protecting individual privacy in the use of RFID technologies while also strongly supporting marketplace uses of such tags. The research develops and investigates the limits of approaches that might be us,ed to protect privacy in pervasive RFID surveillance environments. The conclusion is ultimately reached that an approach facilitating individual control over the linking of unique RFID tag ID numbers to personal identity implemented though a combination of legal controls and technological capabilities would be a highly desirable option in balancing the interests of both the commercial sector and the information privacy interests of individuals. The specific model developed is responsive to the core ethical principle of autonomy of the individual and as such is also intended to be more responsive to the needs of individual consumers. The technological approach proposed integrated with enabling privacy legislation and private contract law to enable interactive alteration of privacy preferences should result in marketplace solutions acceptable to both potential commercial users and those being tracked

Personal Privacy Protection within Pervasive RFID Environments

Recent advancements in location tracking technologies have increased the threat to an individual\u27s personal privacy. Radio frequency identification (RFID) technology allows for the identification and potentially continuous tracking of an object or individual, without obtaining the individual\u27s consent or even awareness that the tracking is taking place. Although many positive applications for RFID technology exist, for example in the commercial sector and law enforcement, the potential for abuse in the collection and use of personal information through this technology also exists. Location data linked to other types of personal information allows not only the detection of past spatial travel and activity patterns, but also inferences regarding past and future behavior and preferences. Legislative and technological solutions to deal with the increased privacy threat raised by this and similar tracking technologies have been proposed. Such approaches in isolation have significant limitations. This thesis hypothesizes that an approach may be developed with high potential for sufficiently protecting individual privacy in the use of RFID technologies while also strongly supporting marketplace uses of such tags. The research develops and investigates the limits of approaches that might be us,ed to protect privacy in pervasive RFID surveillance environments. The conclusion is ultimately reached that an approach facilitating individual control over the linking of unique RFID tag ID numbers to personal identity implemented though a combination of legal controls and technological capabilities would be a highly desirable option in balancing the interests of both the commercial sector and the information privacy interests of individuals. The specific model developed is responsive to the core ethical principle of autonomy of the individual and as such is also intended to be more responsive to the needs of individual consumers. The technological approach proposed integrated with enabling privacy legislation and private contract law to enable interactive alteration of privacy preferences should result in marketplace solutions acceptable to both potential commercial users and those being tracked