... be necessary to widen the perspective towards multi-channel as well as cross-channel retailing. Thereby, we are able to observe that the terms multi- and cross-channel are used interchangeably in the literature, despite being different in scope. Furthermore, we see an interchangeable use of the terms...

... retailers develop from separate multi-channel (MC) to integrated omni-channel (OC) fulfillment. OC retailing has an integrated perspective, with seamless interactions between online and bricks-and-mortar channels. Design/methodology/approach – More than 60 internationally active retailers and experts...

... process this paper make a contribution by addressing the emergent managerial implications of omni-channel retail returns. © Emerald Group Publishing Limited 2016 Reverse logistics Retail Omni-channel Performance Product returns Multi-channel A necessary aspect of retailing...