...Guillaume Do Vale; Isabelle Collin-Lachaud; Xavier Lecocq Purpose To cope with online competitors and new consumer behaviors, retailers need to hybrid digital and physical offerings to implement an omni-channel business model. This constitutes a digital transformation of the traditional business...

...Clara Koetz Purpose This paper aims to analyze the concept of customer experience in the marketing literature, identify its dimensions and applications in retail companies and integrate it with the concepts of touchpoints and consumer journey; some correlated concepts, such as customer delight...

...John S. Strong Purpose This paper aims to analyze strategic decline in office supply retailing. The paper describes how inconsistent and biased internal decisions and perspectives can lead to decline, even for retailers, once dominant in their sector. Design/methodology/approach This paper...

... internet capabilities to supplement traditional channels. Traditional retailers and B2B businesses who have yet to grasp the full potential of the internet have untapped opportunities to create what might be called “net shareholder value” by using the Internet to supplement existing channels. The author...

... for companies in a number of different industries, including medical products, retailing, printing and photocopying, package shipping, processed foods and IT. Jackson then draws lessons that can be applied broadly across any business considering value added services as a way to provide new sources of profitable...

... while others continue to be served by thousands of local‐scale providers are examined. To illustrate the points the recent emergence of retail clinics, such as RediClinic, owned by national pharmacy companies and attempts by hospital organizations such as HCA and Mayo to build national‐scale businesses...

...Uta Werner; John McDermott; Greg Rotz Many industries have been hit hard by the recent recession, but none more so than the retail sector. As retailers have struggled, however, a few major chains have found ways to increase both earnings and sales. Companies such as Staples, Bed Bath & Beyond...

...Steve King Investigates retailing on the Web and how the quality of goods and services are not as important as the process your customers go through to buy them. Posits that, in the future, companies with a successful development of Web channels will need to keep customers’ interaction on board...