Notes on Contributors 1. The Red Queen Retail Race Introduction Digitalization is the new norm for the Red Queen Retail Race Three themes of this book Theme I. Changing competitive landscape Theme II. Customer behaviour in an omni-channel landscape Theme III. Organization structure and strategy implementation Intended benefits Outline of book chapters Introduction Changing competitive landscape Customer behaviour in an omni-channel landscape Organization structure and strategy implementation Conclusions References 2. The New Rules of the Red Queen Retail Race The importance of resources Terminology and definitions Economies of scale and scope Ex ante and ex post value Retail chains and multi-/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
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The Red Queen retail race : an innovation pandemic in the era of digitization 이용현황 표 - 등록번호, 청구기호, 권별정보, 자료실, 이용여부로 구성 되어있습니다.
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This book considers: how innovation through technological change is transforming the service sector; how changing consumer needs and behaviors are forcing firms to alter operations; how firms need competitive strategies and new modes of implementation to respond to this changing landscape; and how public policy will need to adapt.
The Red Queen Retail Race: An Innovation Pandemic in the Era of Digitization, 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 by Lewis Carroll (1871), where 'it takes all the runningyou can do, to keep in the same place'. This metaphor is illustrative for the service sector that is in a transition from 'a slow world' towards a Red Queen race, where running faster is not enough by itself. It is changing 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 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 domestic markets across the globe. Theresult is a reconsideration of the role of place in a digital world.
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