• Journal of the Korean Society of Clothing and Textiles
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• v.41 no.3
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• pp.393-406
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• 2017

A "Showrooming" phenomenon has emerged due to the rapid growth of the on-line shopping market and is associated with consumer shopping patterns. This phenomenon is resulted in new strategies such as the Omni-Channel strategy that are now being employed by the off-line retail industry to meet the needs of consumers who seek information on-line. In particular, human services provided in department stores (which still occupy an important place in the off-line retail industry) are reaching limitations in the ability to maintain consumers. This study provides basic data for the Omni-Channel strategy of domestic department stores by researching and analyzing Omni-Channel strategy cases in Manhattan. This study dissects and analyzes the "Showrooming" phenomenon and the development of the Omni-Channel strategy through a literature review as well as analyzes the Omni-Channel success case of Macy's department store. The findings indicate that the use of the Omni-Channel strategy by Macy's department store has solved the problem of "Showrooming," by integrating on-line and off-line shopping to provide an efficient and convenient shopping experience for consumers. The Omni-Channel strategy offers a means for off-line stores to connect to the online shopping behavior of consumers. The results suggest the need for an organic combination of on-line and off-line distribution channels to adapt to changes in consumer shopping patterns due to a recession in the domestic market.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.6
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• pp.303-312
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• 2022

Nowadays, omnichannel is a new kind of e-commerce channel. Many retailers invest in this channel to maximize customers' benefits as well as increase competitive advantage and business performance. To operate this channel effectively, the role of IT competence is very important. With the flexibility and integration of IT competence in omnichannel, retailers can optimize service quality and bring customer benefits that are outstanding in comparison with the traditional channel. Because of this significance, this research was carried out to evaluate the effects of IT competence on the business performance of retailers in Vietnam's omnichannel environment through the mediating role of customer value creation and competitive advantage. A quantitative research method is used through a survey with 200 managers working in retail companies operating omnichannel in Vietnam. After collecting data, PLS-SEM software is used to analyze the relationship among these above factors in omnichannel. The results prove that there are positive effects of IT competence on other elements in the research model. All direct and indirect effects are valuable when bootstrapping. Based on the results, some managerial implications are given to managers of retail companies using omnichannel to improve customer values and increase competitive advantage and business performance in the Vietnam context.

• Journal of Distribution Science
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• v.12 no.7
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• pp.53-61
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• 2014

Purpose - This study focuses on "large-scale marts," which is a typical discount-based retail channel (hereinafter, DRC), and provides practical managerial implications by applying the KD-SQS service quality factor based on customers' experiential perspective by developing and applying existing service measures. Research design, data, and methodology - The research subjects include adults who have experienced "large-scale marts." The research involved SPSS 20.0 and AMOS 19.0 packages; path analysis is used to analyze structural relationships. Results - First, physical aspects, human interaction, and additional convenience aspects of service quality have statistically significant influence on service value. Second, physical aspects, human interaction, and policy have statistically influence on store loyalty. Third, service value influences store loyalty. Fourth, service guarantee adjusts the relationship between service quality, service value, and store loyalty in terms of human interaction and policy. Conclusion - Among service quality measures, improving service value through personal service needs to be prioritized, while we need to develop different methods for the service guarantee system to effectively influence service value and store loyalty.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.115-125
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• 2013

Unexpected consumer dissatisfaction emerges through rapid growth and expansion of on-line shopping channel. This research focused on the fashion online retail channels' negative aspect caused by service failure which possibly disappointed consumers. We also tried to seek for appropriate service recovery types based on frequently offered recovery types on-line. Data from college students were analyzed. Results indicate that fitting problem, insufficient information, product defect, inventory problem and slow delivery were the main service failure types in apparel e-shopping. Regression analysis identified that among these types, insufficient information, product defect, and slow delivery had significant influence on channel satisfaction after post recovery effort. Results also confirmed significant relationships between channel satisfaction and channel switching. Consumers perceived benefit level causes overall channel satisfaction level to rise while perceived risk leads to lower level of channel satisfaction. Choosing desirable service recovery activities in each service failure situations is necessary in order to raise consumer's channel satisfaction in online apparel shopping.

• The Journal of Industrial Distribution & Business
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• v.8 no.1
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• pp.15-22
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• 2017

Purpose - Retail companies are turning from one type of retailer to multiple business categories through various reasons, such as taking advantage of existed types of retailers' channel distribution, information and know-how, and entering into new types of retailers. However, there is few research conducted about multiple type of retailers. Research design, data, and methodology - In this research, the references, data and new stores on E-mart will be collected. The dissertation, annual report, statistical data, land-book of E-mart will be also collected to confirm whether E-mart has made any acquisition towards another company. Results - There is a tendency to new stores expansion, store enlargement and prolonging the opening preparation of new stores, based on the core of new stores expansion of E-mart as a general supermarket type of retailers. Based on general supermarket type of retailers, E-mart begins to diversify its retail company's type of retailers. Conclusions - As a general supermarket which is the most important type of retailers, E-mart is expanding into SSM type of retailers to seek new power of growth while slowdown growth is shown in general supermarket type of retailers. The expansion into SSM type of retailers would be a wise option as a retail company, E-mart is able to keep growing in the future.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.37 no.4
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• pp.145-153
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• 2014

In this paper, we study the bargaining strategy of a manufacturer who sells a product through the online and offline distribution channels. To do this, we derive and analyze the equilibrium solutions for both simultaneous and sequential bargaining games. The result shows that the optimal bargaining strategy heavily depends on the size of the online distribution channel's loyal customers and the difference between the retail prices of the online and the offline distribution channels. It is also shown that, in some cases, the online distribution channel has incentive to downsize its loyal customers and its retail price for a better bargaining outcome.

• Asia Marketing Journal
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• v.19 no.4
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• pp.37-59
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• 2018

This study investigates the effects of the distribution channel structure on quality decisions under duopoly competition. I considers a set-up in which two retailers compete on product quality and retail price. In the set-up, the integrated retailer has the power to determine the quality of its exclusive product, while the decentralized retailer does not. For the decentralized retailer, the supplier determines product quality. I find that asymmetric pairs of a decentralized channel by one retailer and an integrated channel by the other retailer can be a Nash equilibrium in a simultaneous-channel-choice model. The two retailers select different levels of quality, and this quality competition benefits retailers by softening price competition. In a sequential-channel-choice model, I find that the leader can obtain a first-mover advantage. From the perspective of the supplier, which can decide the distribution channel structure and level of quality, both suppliers choose the decentralized channel in equilibrium.

• Korea Trade Review
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• v.43 no.1
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• pp.131-152
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• 2018

This study evaluates the potential by Chines region for entry of Korean logistics companies and retailers. The variables affecting e-commerce business and retail sales concerning the Chinese omni-channel market were extracted from a thorough literature review. Empirical analyses for variables based on 31 regions in China were performed. Results show that e-commerce is affected by disposable income and internet traffic and that retail sales are affected by urban and rural population, GRDP and urbanization. In addition, we performed variance decomposition analysis in order to estimate responses of logistics GDP(transport, storage and communication) and the number of Chinese mobile users. Exogenous shocks to logistics GDP and the number of mobile phone users play a strong role in explaining the forecast error of express service variance over time. Based on our results, we suggest 7 potential regions(Guangdong, Jiangsu, Zhejiang, Beijing, Shanghai, Liaoning and Shandong) as well as managerial implications for entry into China for logistics companies and retailers.

• Journal of Distribution Science
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• v.16 no.10
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• pp.5-21
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• 2018

Purpose - This case study reviews the development history of Lotte Shopping, which has played a key role in modernizing Korea's retail industry. Research design, data, and methodology - Lotte Shopping's expansion to various channel types has been reviewed from the perspective of the resource-based view of strategy. The opening of Lotte Department Store in 1979 signaled the beginning of the modernized distribution system in Korea. Lotte Shopping expanded its business domains to various types of retail channels, such as discount stores, online shopping malls, TV home shopping, convenience stores, supermarkets, home appliances specialty stores and health & beauty stores. Results - Lotte Shopping has been able to maintain high level of customer satisfaction with leading merchandising skills. It has developed mutually beneficial relationship with the partner firms. It has also been a leading firm in implementing corporate social responsibility activities and environment-friendly management. Lotte Shopping has applied advanced information and communication technology to provide customized goods/services. Conclusions - This study summarizes the business environment and new challenges Lotte Shopping faces currently. Lotte Shopping is trying to reinforce the omni-channel strategy, which can create synergy among various distribution channels based on its core competences.

• Fashion & Textile Research Journal
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• v.15 no.5
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• pp.753-762
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• 2013

This study identifies meaningful factors that influence relationship switching intention and multi-channel use intention for department store customers. Two types of commitment (affective and calculative commitment) are proposed as mediators between satisfaction and behavioral intention. A web-based survey collected fashion product data from consumers who had a relationship with a department store. A total of 150 responses were analyzed by frequency analysis and reliability analysis, CFA, and SEM analysis with SPSS 18.0 and AMOS 18.0. Department store attributes were composed of four factors (product, salespersons, facilities and place, and price and promotion). Department store satisfaction was specified as a second order latent construct which was reflected in the satisfaction with the four department store attributes. Department store satisfaction had a significant negative influence on calculative commitment and a positive effect on affective commitment. Calculative commitment affected switching intention and affective commitment determined multichannel use intention. This study has implications for retail marketers that target fashion consumers and academics who research consumer behavior in retail settings. The most important result is that the affective commitment and the calculative commitment serve different functions. Department store managers need to make an increased effort to instigate an affective customer commitment in order to reduce switching intention.