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What is the Role of Third Party Logistics (3PL) Partners in an Omni-Channel Strategy?

Alea M. Fairchild
2016 International Journal of Operations Research and Information Systems  
In the growing mobile commerce market, customers interact with suppliers using multiple touch points in one overall stream of information and goods which is considered an omni-channel.  ...  But do SME suppliers know what they are looking for in an omni-channel strategy, and why?  ...  Demand management flexibility is a market sensing and customer-linking capability that creates and manages close customer relationships where firms and customers share interdependence, values, and strategies  ... 
doi:10.4018/ijoris.2016010102 fatcat:larni33wfrh3fn7ejyxaewbqhq


2020 Globalization and Business  
This study aims to analyse the impact of the level of synergy in a multi-channel retailer and its end results on customer purchasing behaviour.  ...  The theoretical and managerial implications of the relationship are discussed.  ...  to increase its initial investments across channels and run a horizontal and efficient customer relationship management.  ... 
doi:10.35945/gb.2020.09.014 fatcat:kqizxafpzjdb3ijyly5lmqwpby

AI technologies: A key to unlock the door of Omni-channel capabilities

Vidushi and Dr. R Kashyap
2020 International journal of modern trends in science and technology  
The purpose of this paper is to identify the drivers and enablers of using AI technologies in three important areas of Omni-channel retailing- customer experience, data management and supply chain efficiency  ...  AI technologies can provide better experience to customers while shopping and in turn improve the efficiency of retailers.  ...  XI Driver and Enabler of Data Management CONCLUSION Retailers may have different perspective and motivation to move towards Omni-channel retailing.  ... 
doi:10.46501/ijmtst0609s17 fatcat:ribfcosjtbfqjigkj2v476epni

New Factors Inducing Changes in the Retail Banking Customer Relationship Management (CRM) and Their Exploration by the Fintech Industry

Marcin Kotarba
2016 Foundations of Management  
These two factors influence the behavior of customers and induce changes in the customer relationship management (CRM).  ...  The conclusion contains proposed strategic actions that need to be undertaken in order to prepare the financial services industry for managing customer relationships in the increasingly technosocial environment  ...  Omni-channel assumes that a process can be started in one channel and continued in another, with all of the available information from all channels being managed and integrated in real time.  ... 
doi:10.1515/fman-2016-0006 fatcat:6z67rgndvnfanm5sk3bnbp7rl4

Influence of Call Centers on Emerging Business Models and Practices

Ahmed O. Adeyemi, Mohamad A. Saouli, Bhaskar Sinha
2018 Asian Journal of Business and Management  
Call Centers give organizations the ability to extend their reach within their respective market space, which allows them to maintain lasting relationships with their environments, customers, and competitors  ...  providing time savings, cost savings, business continuity, strategic opportunities, sustainability, competitive advantage, and customer insight, on the products and services offered.  ...  Omni-Channels allow efficient and in-time service delivery and consumer contact that allows business to attain competitive advantage [14] .  ... 
doi:10.24203/ajbm.v6i5.5467 fatcat:g4ae73he6feqjfqsnx7mgcafta

Toward a three-dimensional framework for omni-channel

Soroosh Saghiri, Richard Wilding, Carlos Mena, Michael Bourlakis
2017 Journal of Business Research  
It helps managers to develop, run and monitor omni-channel systems; it may also serve as a stepping-stone for development of the literature on omni-channel systems.  ...  This paper develops a conceptual framework for omni-channel systems, configured by three dimensions of channel stage, channel type and channel agent.  ...  and more anxious about brand and customer management (Tate et al., 2005) , and some others view omni-channel as a strategy to integrate promotions, make products consistent, and manage information properly  ... 
doi:10.1016/j.jbusres.2017.03.025 fatcat:ui3xkozving3rpyre4tgvagvvq

Systematic review of omni-channel banking and preview of upcoming developments in Germany

Michael Menrad
2020 Innovative Marketing  
Bank experts in Germany explain what bank customers will expect, how far German banks have progressed in implementing an omni-channel system, and how the bank-customer relationship will change.  ...  Findings show that banks will completely transform their distribution by omni-channel management by breaking with existing structures and creating a new customer experience and higher customer value.  ...  With the introduction of an omni-channel management, banks intend to increase efficiency, improve quality, enhance customer loyalty and, in particular, meet customer requirements.  ... 
doi:10.21511/im.16(2).2020.09 fatcat:z565pqew7zhnvpanzf3odcf2ym

Adapting warehouse operations and design to omni-channel logistics

Joakim Hans Kembro, Andreas Norrman, Ebba Eriksson
2018 International Journal of Physical Distribution & Logistics Management  
and information flows, inventory management, resources, actors and relationships.  ...  Purpose -The purpose of this paper is to increase the understanding of how warehouse operations and design are affected by the move toward integrated omni-channels.  ...  expectations as well as the organization and management of resources, actors and relationships in the omni-channel (referred to as value proposition and channel management); and aspects and decisions  ... 
doi:10.1108/ijpdlm-01-2017-0052 fatcat:katbxvxyrzfk3loglruyyfbnyy

Unravelling Consumer Responses to Omni-Channel Approach

Won-jun Lee
2020 Journal of Theoretical and Applied Electronic Commerce Research  
Also, the relationship between customer satisfaction and the intention to revisit omni-channel is supported positively.  ...  The findings of this research indicate that although some characteristics of omnichannel have direct impacts on customer satisfaction, relationships between other omni-channel characteristics and customer  ...  First, the concept of omni-channel is identified based on previous research. Second, the relationships between consumer and omni-channel are reviewed.  ... 
doi:10.4067/s0718-18762020000300104 fatcat:jqcz75hzxrhpzjx2y7dxfoaoly

The Effects of Omni-Channel Retailing on Promotional Strategy

Dana Schrotenboer, Efthymios Constantinides, Carolina Herrando, Sjoerd de Vries
2022 Journal of Theoretical and Applied Electronic Commerce Research  
in accordance with the ever-changing needs of customers and ultimately provide the customer with a seamless experience.  ...  The analysis made evident that most literature is focused on developing an understanding of omni-channel retailing; uncovering consumer behaviours in omni-channel retailing; and ways to adapt promotional  ...  in omni-channel management.  ... 
doi:10.3390/jtaer17020019 fatcat:vi2loddd5jezjml2bffapymz4a

Key Factors in Developing Omnichannel Customer Experience with Finnish Retailers [chapter]

Satu Peltola, Harri Vainio, Marko Nieminen
2015 Lecture Notes in Computer Science  
These challenges suppose a useful guide for companies to efficiently develop an omni-channel marketing strategy.  ...  In this new reality, omni-channel management, "the synergetic management of the numerous available channels and customer touchpoints, in such a way that the customer experience across channels and the  ... 
doi:10.1007/978-3-319-20895-4_31 fatcat:w3wrc2teifc5dj7qktockhbasi

Omni-channel retailing: propositions, examples and solutions

Mika Yrjölä, Mark T. Spence, Hannu Saarijärvi
2018 International Review of Retail Distribution & Consumer Research  
Omni-channel retailing is a means to create an advantage by forging deeper customer relationships and potentially developing new markets.  ...  Because channels can be developed to assist the customer throughout their decision journey, there is an opportunity to forge deeper relationships with customers.  ...  Omni-channel initiatives, that is, complementary channels that build customer relationships and enrich the customer experience, are therefore a means for retailers to differentiate themselves, and thus  ... 
doi:10.1080/09593969.2018.1445657 fatcat:rf72nyrepjeqjiystbt37xyezu


Supaporn Chai-Arayalert, Ketsaraporn Suttapong
2020 Creativity Studies  
This research fills a gap in the literature relating to the customer journey and the integration of distribution channels and sheds light on the need for local weaving community enterprises to adapt to  ...  The research was to investigate the omni-channel distribution system for the weaving community enterprises. This research was qualitative, utilizing a case study approach.  ...  Michael Currie, from the Publication Clinic, Research and Development Office, Prince of Songkla University, for help in manuscript preparation.  ... 
doi:10.3846/cs.2020.11865 fatcat:txxz3dw2sjdyjklmsqdasgqif4

Perceived Consumer Value of Omni-Channel Service Attributes in Japan and Korea

Renee B. Kim, Takeshi Matsui, Y.J. Park, Takashi Okutani
2019 Engineering Economics  
Findings reveal that 'Customer Value (CV)' is perceived to be more important than 'Touch Points (TP)' and the 'Payment System (PS)', affecting consumers' decision for using the omni-channel service.  ...  Omni-channel retailing has emerged to provide integrated retail service of various channels which enable consumers to use various channels and touch points synergistically.  ...  The retail industry must provide synergy management for numerous available channels and customer touchpoints in a way that optimizes customer experience and channel performance across multiple channels  ... 
doi:10.5755/ fatcat:uklvmsrkm5gutdnoumw6dzzmmq

The drivers of omni-channel shopping intention: a case study for fashion retailing sector in Danang, Vietnam

Thi Hieu Hanh Truong
2020 Journal of Asian Business and Economic Studies  
significance of customer perception of research shopping (including showrooming and webrooming) behaviours, compatibility and risk to their intention towards omni-channel shopping, implying profound understanding  ...  From a managerial perspective, this study could offer guidance to retailers or managers about developing a successful omni-channel strategy from a customer point of view.  ...  Noticeably, the definition of this concept is quite clear and widely accepted, in which case, the research shopping phenomenon is defined as customers' inclination towards searching information on one  ... 
doi:10.1108/jabes-05-2020-0053 fatcat:36yvm2shy5cbxmlgil7qemttn4
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