Unleashing the digital building bricks

IF 7.1 3区管理学 Q1 BUSINESS

Electronic Markets Pub Date : 2023-10-03 DOI:10.1007/s12525-023-00666-z

Michel Muschkiet, Tobias Wulfert, Robert Woroch, Gero Strobel, Leonardo Banh

引用次数: 0

Abstract

Abstract The increasing online competition, associated changes in customer behaviors, and effects of the pandemic in recent years have led to increasing retail store closures. This development has given rise to a downward spiral in terms of a decreasing attractiveness of local shopping places and a further reduction of stores. Research has recognized that smart services can unleash the potential to compensate for the competitive disadvantages of physical retailers by combining tailored physical and digital offerings to enhance customer-oriented value creation. However, most approaches are limited to in-store services without addressing the wider shopping experience in retail surroundings. Therefore, this paper provides a classification framework for smart services in retail evaluated against 163 use cases, as well as six service archetypes. This work contributes to understanding relevant service design elements and proposes applying the idea of a holistic customer experience to service design in physical retail environments.

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释放数字建筑砖块

近年来，日益激烈的在线竞争、消费者行为的相关变化以及疫情的影响导致越来越多的零售商店关闭。这种发展导致了当地购物场所吸引力下降和商店进一步减少的恶性循环。研究已经认识到，智能服务可以通过结合定制的实体和数字产品来增强以客户为导向的价值创造，从而释放出弥补实体零售商竞争劣势的潜力。然而，大多数方法仅限于店内服务，而没有解决零售环境中更广泛的购物体验。因此，本文为零售业中的智能服务提供了一个分类框架，对163个用例以及6个服务原型进行了评估。这项工作有助于理解相关的服务设计元素，并提出将整体客户体验的理念应用于实体零售环境中的服务设计。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Electronic Markets Multiple-

CiteScore

14.80

自引率

15.30%

发文量

期刊介绍： Electronic Markets (EM) stands as a premier academic journal providing a dynamic platform for research into various forms of networked business. Recognizing the pivotal role of information and communication technology (ICT), EM delves into how ICT transforms the interactions between organizations and customers across diverse domains such as social networks, electronic commerce, supply chain management, and customer relationship management. Electronic markets, in essence, encompass the realms of networked business where multiple suppliers and customers engage in economic transactions within single or multiple tiers of economic value chains. This broad concept encompasses various forms, including allocation platforms with dynamic price discovery mechanisms, fostering atomistic relationships. Notable examples originate from financial markets (e.g., CBOT, XETRA) and energy markets (e.g., EEX, ICE). Join us in exploring the multifaceted landscape of electronic markets and their transformative impact on business interactions and dynamics.