.../legalcode Customer experience Last-mile Unattended delivery Service Retail Grocery Engaged scholarship Creating a superior customer experience has become a holy grail for many businesses, particularly in the retail sector the landscape has been transforming at an unprecedented speed...

...Heidi Carin Dreyer; Kasper Kiil; Iskra Dukovska-Popovska; Riikka Kaipia The purpose of this paper is to explore tactical planning in grocery retailing and propose how process and integration mechanisms from sales and operations planning (S&OP) can enhance retail tactical planning...

..., on the other hand, promote to encourage trial, expand usage, attract new customers and reinforce brand image (Gilbert, 2003 ; Cox and Brittain, 2000). A classification of the main types of promotions used in grocery retailing is presented in Table II . © Emerald Group Publishing Limited 2012...

...Hannu Yrjo¨la¨ Electronic grocery shopping (EGS) with direct home delivery is gradually becoming an option for busy families. The early EGS operators offer service built on top of the traditional grocery shop and the Internet is only used as a communication tool to transmit the customer order...

...Mikko Punakivi; Hannu Yrjölä; Jan Holmström One of the biggest challenges in B2C e‐commerce is the so‐called “last mile”, the home delivery service for the customer. Particularly in electronic grocery shopping it is difficult to combine profitability and high service level. The authors’ simulations...

...Vesa Kämäräinen; Juha Saranen; Jan Holmström Home delivery of groceries is not yet a very popular service among consumers. One reason for the slow progress has been the time‐consuming and expensive ordering process. In recent years, Internet‐based solutions have solved most of the problems related...