Shopping For Privacy: How Technology in Brick-and-Mortar Retail Stores Poses Privacy Risks for Shoppers

As technology continues to rapidly advance, the American legal system has failed to protect individual shoppers from the technology implemented into retail stores, which poses significant privacy risks but does not violate the law. In particular, I examine the technologies implemented into many brick-and-mortar stores today, many of which the average everyday shopper has no idea exists. This Article criticizes these technologies, suggesting that many, if not all of them, are questionable in their legality taking advantage of their status in a legal gray zone. Because the American judicial system cannot adequately protect the individual shopper from these questionable privacy practices, I call upon the Federal Trade Commission, the de facto privacy regulator in the United States, to increase its policing of physical retail stores to protect the shopper from any further harm

Omnichannel Transition: A Panacea for Retail?

Digitalization has affected the status quo of every industry and retail is no exception. Omnichannel is the new norm in today’s retailing. The days of managing and highlighting ecommerce and digi-tal channels are over, now the time is for omnichannel. The shoppers are already omnichannel and this puts pressure on retailers to be omnichannel as soon as possible. In the last few years, acade-micians as well as practitioners have proposed omnichannel management as the future of retailing. However, the reality looks different; the knowledge about omnichannel management and the omni-channel transition is fragmented in the current literature. This research sheds light on the extant knowledge on omnichannel retail drivers and transition journey. The purpose of this study is to illuminate how the omnichannel concept is used and propose a model for outlining the transition from single channel to omnichannel. Moreover, contemporary research on omnichannel drivers and challenges are provided, as well as areas needed for further research

The Future of Retail Operations

Retailing consists of all the activities associated with the selling of goods to the final consumer. In this article, we review the research on retail operations published in Manufacturing & Service Operations Research (M&SOM) since 1999. We then discuss the current retail landscape and the new research directions it offers, in which M&SOM can play a prominent role

Multichannel in a complex world

The proliferation of devices and channels has brought new challenges to just about every organisation in delivering consistently good customer experiences and effectively joining up service provision with marketing activity, data and content. A good multichannel strategy and execution is increasingly becoming essential to marketers and customer experience professionals from every sector. This report seeks to identify the key issues, challenges and opportunities that surround multichannel and provide some best practice insight and principles on the elements that are key to multichannel success. As part of the research for this report, we spoke to six experienced customer experience and marketing practitioners from large organisations across different sectors. In Multichannel Marketing: Metrics and Methods for On and Offline Success, Akin Arikan (2008) said: ‘Because customers are multichannel beings and demand relevant, consistent experiences across all channels, businesses need to adopt a multichannel mind-set when listening to their customers.’ It was clear from the companies interviewed for this report that it remains challenging for many organisations to maintain consistency across so many customer touchpoints. Not only that, but the ability to balance consistency with the capability to fully exploit the unique attributes of each channel remains an aspiration for many. The proliferation of devices and digital channels has added complexity to customer journeys, making issues around the joining up of customer experience and the attribution of value of key importance to many. Whilst senior leaders within the organisations spoken to seem to be bought in to multichannel, this buy-in was not always replicated across the rest of the organisation and did not always translate into a cohesive multichannel strategy. A number of companies were undertaking work around customer journey mapping and customer segmentation, using a variety of passive and actively collected data in order to identify specific areas of poor customer experience and create action plans for improvement. Others were undertaking projects using sophisticated tracking and tagging technologies to develop an understanding of the value and role of specific channels and to provide better intelligence to the business on attribution that might be used to inform future investment decisions. A consistent barrier to improving customer experience is the ability to join up many different legacy systems and data in order to provide a single customer view and form the basis for delivery of a more consistent and cohesive multichannel approach. Whilst there remain significant challenges around multichannel, there are some useful technologies allowing businesses to develop better insight into customer motivation and activity. Nonetheless, delivery of seamless multichannel experience remains a work-inprogress for many

Investigating shopping experience and fulfilment in omnichannel retailing : a proposed comparative study in Romania and UK of Generation Y consumers

Paper delivered at the 21st Logistics Research Network annual conference 2016, 7th-9th September 2016, Hull. Abstract Purpose: This paper presents a literature review and proposed research agenda to examine whether Romanian retailers are more inclined than UK retailers to reach out to young consumers, i.e. Generation Y through omnichannel retailing to improve their shopping experiences and also determine the impact of this strategy on logistical and fulfilment activities. Research approach: This paper is based on a literature review in three key areas: omnichannel retailing, young consumers’ attitudes and fulfilment and the propensity of online buying behaviour in an emerging market (Romania) versus a more developed economy (UK). As there are few studies related to these aspects, the paper attempts to highlight the best options retailers have for both marketing and online fulfilment when addressing/entering new markets that are very attractive but where cultural background are more different than their traditional markets. Findings and Originality: The literature review suggests there is an opportunity to explore two main relationships: i) marketing and fulfilment for online consumers and omnichannel retailing efforts, and ii) consumers’ propensity to purchase online in an emerging market versus a developed economy. Research impact: This paper suggests some research concepts and ideas to investigate the online fulfilment and buying behaviour of younger generations of consumers in both Romania and the UK. The scope of the proposed agenda will include young consumers’ purchase behaviours’ as regards omnichannel retailing, and logistical fulfilment in an emerging market versus a developed economy including different cultural backgrounds. Practical impact: The paper provides some direction for practitioners on assessing proper market development strategies on an emerging international context, taking into consideration different cultural implications and patterns, as well as focussing on buying propensity of different generations when active in omnichannel retailing. However, the suggested research concepts and ideas would provide a more holistic approach towards a better overall performance of retailers

Analisis Kualitas Sistem Omnichannel pada PT. BFI Menggunakan Model ISO 25010

Omnichannel merupakan suatu transformasi dalam budaya organisasi, operasi dan proses, dan teknologi. Pada tahun 2021 PT BFI Finance mulai menggunakan platform Omnichannel dalam melakukan otomasi reminder (pengingat) angsuran pinjaman nasabah sebelum jatuh tempo. Fitur omnichannel memiliki fungsi yang beragam dengan salah satu fiturnya adalah pengiriman otomatis whatsapp dan sms. Penelitian ini bertujuan untuk menganalisis kualitas platform Omnichannel pada PT BFI menggunakan metode ISO 25010. Metode penelitian yang digunakan adalah deskriptif. Pengujian ISO 25010 merupakan standar internasional yang digunakan dalam menganalisis kualitas dari suatu perangkat lunak. Penelitian ini membahas mengenai analisis kualitas aplikasi menggunakan ISO 25010 dengan lima karakteristik yaitu Functional Suitability, Usability, Performance Efficiency, Portability and Compatibility. Hasil dari karakteristik functional suitability yaitu platform omnichannel dikatakan baik. Usability mendapatkan 76,67 % yang berarti platform omnichannel disebut layak. Performance efficiency website termasuk baik karena proses load kurang dari 10 detik. Dari hasil tersebut disimpulkan bahwa platform Omnichannel memenuhi predikat puas. Compatibility platform Omnichannel tidak menemukan masalah letak dan performance pada browser Edge, Chrome dan Android. Hasil penilaian diharapkan dapat menjadi rekomendasi dan saran untuk melakukan pengembangan platform omnichannel dalam membantu proses pengiriman digital reminder yang lebih baik dan efisien

Social construction of technology (SCoT) from generation X’s shopping experiences to omnichannel as new way of shopping

Omnichannel is considered a new way of shopping that integrates online and offline methods to offer seamless shopping experiences. Omnichannel requires consumers adaptation to use the internet, mobile devices, and social media as tools for seamless shopping experiences. Based on 2021 YouGov’s report on omnichannel retail, 83% of Indonesians already used dual channels to shop, including generation X. How does generation X accept omnichannel and its technology as a new way of shopping? Using Social Construction of Technology (SCoT) theory, generation X is positioned as a relevant social group, and their interpretative flexibility on how they give meaning to omnichannel as a new way of shopping will be analyzed; followed by understanding their closure or common agreement towards webrooming, showrooming, buying online pick-up in store, and buying online return in-store as the attributes of omnichannel; then finally analyzing their stabilization in accepting omnichannel as a new way of shopping. Using the interpretative phenomenological analysis, this research was conducted by interviewing generation X to understand their acceptance of omnichannel. The results of this research show that generation X has no hesitation to omnichannel, but they saw it as additional services rather than integration of seamless shopping experiences

Achieving Omnichannel Implementation: A Resource Orchestration Analysis

Brick-and-mortar (B&M) firms are increasingly required to provide a seamless omnichannel experience for customers across channels. However, when integrating online and offline channels to provide seamless omni-experiences, B&M firms often face challenges in effectively orchestrating their scarce assets between these competing channels. Therefore, we ask, How to manage channel conflicts to achieve a consistent omnichannel experience. We adopted a resource orchestration perspective as a theoretical sense-making lens to address our question, based on a case study of successful omnichannel integration at a leading B&M firm in Asia. We found that B&M firms can achieve omnichannel consistency by structuring centralized leadership resource and centralized IT resource; bundling these resources to create sustainable competitive collaboration capability; and leveraging this capability to achieve omnichannel consistency. Our study contributes to omnichannel integration literature and provides practical guidelines to B&M managers for a successful omnichannel implementation

Effect of Omnichannel Implementation on Service Quality, Customer Satisfaction, and Perceived Value in Indonesian Restaurant

Omnichannel in restaurants provides ordering methods through various integrated channels. Customers can place orders using an online platform without waiting for a waiter from a restaurant to help them. Through this method, customers can order food and choose a payment method that affects the customer experience. The research aims to see the effect of omnichannel implementation on consumer behavior in restaurants. The research will examine the relationship between omnichannel implementation and three variables, namely service quality, perceived value, and customer satisfaction. The research method used is quantitative with SEM used to see the relationship between the variables of the study. With this research, it is hoped that knowledge about omnichannel can be better understood academically and practically and that omnichannel can be applied optimally so that it can provide benefits for both business and customers. From the research conducted, it was found that omnichannel influences service quality, perceived value, and customer satisfaction both directly and indirectly. Good omnichannel implementation in restaurants is needed to support the improvement of services that can be offered by restaurants to customers. This research concludes that the application of omnichannel can improve service quality, perceived value, and customer satisfaction in restaurants in Indonesia. Keywords: omnichannel, restaurant, service quality, customer satisfaction, perceived valu