omni-channel retailing -- Resource management process -- Self-service stores -- Volume-driving resources and the declining unit value problem -- Resource management process in the retail sector -- Comparative longitudinal multiple case analysis -- Strategic assets, store investments, and emerging value -- Kmart and Walmart (United States) -- Sainsbury's and Tesco (United Kingdom) -- S Group and Lidl (Finland) -- The declining value of volume-driving resources -- The gap between strategic assets and emerging value drivers -- The search for growth in the Red Queen Retail Race -- References -- 3 New Business Models and the Transformation of Retailing -- Introduction -- Overview of platforms and platform logic -- Retailing in the twenty-first century -- Research on multi-sided digital platforms and marketplaces -- A dominant business model -- Platforms in retailing -- Amazon.com -- Transformation in the retail business model -- Learnings for research and theory -- Lessons for practitioners -- Learnings for public policy

The Red Queen Retail Race is a reality -- Acknowledgement -- References -- 4 Physical Retail Spaces in a Digital World -- Introduction -- Building future retail scenarios -- Critical uncertainties -- Future scenarios for retailing -- The impact on real estate -- The Service Innovation Triangle -- Challenging past assumptions -- Positive customer experiences, technical challenges, and financial implications -- The reality of implementation in the Red Queen Retail Race -- Restraining reality: the case of Citycon -- Restraining reality: the wider context -- Digital regulations lag physical regulations -- References -- 5 Digitalization of the Retail Servicescape -- Introduction -- Experiencing a digitalized retail servicescape -- Cognitive and emotional experiences -- Knowledgeable and rational consumers -- Consumer emotions, feelings, and enjoyment -- Customer experiences across the physical and digital servicescapes -- The retail servicescape as both a physical and social setting -- Transforming the conceptions of place and time -- Human contacts, relationships, and communities -- Customer experiences are co-created through interaction -- Social interaction and emotional experiences -- Experience formation in an omni-channel servicescape -- Understanding shared interpretations of service experiences -- Information and sensory cues across the digital and physical servicescapes -- Emotional experiences across the digital and physical servicescapes -- Cross-channel integration -- The kaleidoscope of customer experiences in a blended servicescape -- Implications for design -- Future research -- References -- 6 Impact of the Retail Service Experience on Cross-Channel Customer Loyalty -- Introduction -- Antecedents and consequences of omni-channel retail service experience -- Joint effect of digital and physical servicescapes on service CX

Perceived cross-channel integration enhances service CX -- Associations between service CX, WSI, and SOW -- Impact of SOW on WOM across the channels -- Moderating effect of perceived cross-channel integration -- Case study data and analysis -- Measurement model -- Structural model -- Customers use the elements of servicescape to form their experiences -- Service design and customer relationship management in omni-channel retailing -- Cross-channel integration enables seamless CX -- Gathering data in a customer-centric way -- Directing customer loyalty behaviours towards profitable channels -- Future research -- References -- Appendix -- 7 Implementing Strategies to Win the Red Queen Retail Race -- Introduction -- Background -- Organizational resilience: notions and perspectives -- Organizational routines: a source of organizational resilience -- Creating resilience through the management of routines -- A longitudinal case study: S-Group -- Public data -- Archival data -- Informants -- Turnaround of SOK -- Developing routines through their internal dynamics -- Managing routines to enhance organizational resilience -- The possibility to bring about change -- References -- 8 Managing Organizational Routines to Win the Retail Race -- Introduction -- The ubiquity and complexity of routines -- A multi-case study on the collection and use of customer data -- Case study: development of customer data in UK grocery retailing -- Customer data routines as drivers of field evolution -- Digitalization can be far more than just an adjustment to existing routines -- References -- 9 The Timing of Innovation -- Introduction -- From why and how to when -- Components of the model: capability, impetus, and implementation -- Innovation capability -- Impetus to innovate -- Implementation of innovation -- The model of the timing of innovation

Implications of timing on innovation outcomes -- Considerations on using the model -- Commitment and timing -- References -- 10 The Future of Retailing -- Introduction -- Competition in a global marketplace for consumer services -- Planning physical space in a digital world -- Consumer demands on public policy -- Changing work in retail companies -- The drive to transform -- The innovation pandemic -- Reference -- Index

Summary This book considers how innovation through technological change has been transforming the retail sector in different markets, and how such change has been accelerated through the impact of the Covid-19 pandemic. The book is inspired by Alice's encounters of the Red Queen's race in the classic novel Through the Looking-Glass, and What Alice Found There by Lewis Carroll (1871), where 'it takes all the running you can do, to keep in the same place'. This metaphor is illustrative of the service sector, which is in a transition from 'a slow world' towards a Red Queen Race, where running faster is not enough by itself. This is creating a revolution in how a consumer society operates, replacing investment in the physical confines of products, stores, and geographical areas with investment in the apparently unbounded digital universe of information, relationships, and social networks. Online and mobile services enable new entrants to bypass investments in fixed assets and to avoid regulatory issues by employing new business models. By leveraging such advantages, technologically driven international competition has created substantial challenges for established retailers and service providers in markets across the globe. The result is a recognition of the importance of place in a digital world. The core research for this book was carried out by the faculty at the Saïd Business School, University of Oxford, Aalto University, and the University of Jyväskylä. The authors thank TEKES, the Finnish Innovation Agency, now Business Finland, for its support in funding the main research

Notes Description based upon print version of record

Bibliography Includes bibliographical references and index

Subject Retail trade -- Technological innovations

Technological innovations -- Social aspects

Consumer behavior.

Retail trade -- Technological innovations

Technological innovations -- Social aspects

Business & Management.

Industry.

Form Electronic book

Author Cuthbertson, Richard, editor

Rusanen, Olli Aleksi, editor

Paavola, Lauri, editor

ISBN 9780192676924

019267692X

0192676911

9780192676917

9780191953668

0191953660

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