The Red Queen retail race : an innovation pandemic in the era of digitization / edited by Richard Cuthbertson, Olli Aleksi Rusanen, Lauri Paavola.

Format:

Book

Contributor:

Cuthbertson, Richard, editor.

Rusanen, Olli Aleksi, editor.

Paavola, Lauri, editor.

Series:

Oxford scholarship online.

Oxford scholarship online

Language:

English

Subjects (All):

Retail trade--Technological innovations.

Retail trade.

Physical Description:

1 online resource (225 pages)

Place of Publication:

Oxford : Oxford University Press, 2023.

Summary:

This title considers: how innovation through technological change is transforming the service sector; how changing consumer needs and behaviours 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.

Contents:

cover

titlepage

copyright

Foreword

Acknowledgements

Contents

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

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

3 New Business Models and the Transformation of Retailing

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

4 Physical Retail Spaces in a Digital World

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

5 Digitalization of the Retail Servicescape

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

6 Impact of the Retail Service Experience on Cross-Channel Customer Loyalty

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

Appendix

7 Implementing Strategies to Win the Red Queen Retail Race

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

8 Managing Organizational Routines to Win the Retail Race

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

9 The Timing of Innovation

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

10 The Future of Retailing

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.

Notes:

Also issued in print: 2023.

Includes bibliographical references and index.

Description based on online resource; title from home page (viewed on June 27, 2023).

Other Format:

Print version: Cuthbertson, Richard The Red Queen Retail Race

ISBN:

0-19-195366-0

0-19-267691-1

0-19-267692-X

OCLC:

1379468492