Customers' tolerance for validation in omnichannel retail stores: Enabling logistics and supply chain analytics

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dc.contributor.authorHoehle, Hartmuten
dc.contributor.authorAloysius, John A.en
dc.contributor.authorChan, Franken
dc.contributor.authorVenkatesh, Viswanathen
dc.date.accessioned2022-05-24T17:08:13Zen
dc.date.available2022-05-24T17:08:13Zen
dc.date.issued2018-01-01en
dc.date.updated2022-05-09T02:55:23Zen
dc.description.abstractPurpose: Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The purpose of this paper is to focus on the use of mobile technologies to facilitate customers’ shopping in physical retail stores and associated implementation challenges. Design/methodology/approach: First, the authors introduce three emerging mobile shopping checkout processes in the retail store. Second, the authors suggest that new validation procedures (i.e. exit inspections) necessary for implementation of mobile-technology-enabled checkout processes may disrupt traditional retail service processes. The authors propose a construct labeled “tolerance for validation” defined as customer reactions to checkout procedures. The authors define and discuss five dimensions – tolerance for: unfair process; changes in validation process; inconvenience; mistrust; and privacy intrusion. The authors develop a measurement scale for the proposed construct and conduct a study among 239 customers. Findings: The results show that customers have higher tolerance for validation under scenarios in which mobile technologies are used in the checkout processes, as compared to the traditional self-service scenario in which no mobile technology is used. In particular, the customers do not show a clear preference for specific mobile shopping scenarios. Originality/value: These findings contribute to our understanding of a challenge that omnichannel businesses may face as they leverage data from digital technologies to enhance collaborative planning, forecasting, and replenishment processes. The proposed construct and measurement scales can be used in future work on omnichannel retailing.en
dc.description.versionAccepted versionen
dc.format.extentPages 704-722en
dc.format.extent19 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifier.doihttps://doi.org/10.1108/IJLM-08-2017-0219en
dc.identifier.eissn1758-6550en
dc.identifier.issn0957-4093en
dc.identifier.issue2en
dc.identifier.orcidVenkatesh, Viswanath [0000-0001-8473-376X]en
dc.identifier.urihttp://hdl.handle.net/10919/110162en
dc.identifier.volume29en
dc.language.isoenen
dc.publisherEmeralden
dc.relation.urihttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000433898900011&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=930d57c9ac61a043676db62af60056c1en
dc.rightsIn Copyrighten
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/en
dc.subjectBEHAVIORen
dc.subjectBIG DATAen
dc.subjectCONVENIENCEen
dc.subjectELECTRONIC MARKETPLACESen
dc.subjectIMPACTen
dc.subjectInformation technologyen
dc.subjectNorth Americaen
dc.subjectOmnichannelen
dc.subjectRetail logisticsen
dc.subjectSERVICEen
dc.subjectSHOPPING SATISFACTIONen
dc.subjectSurveyen
dc.titleCustomers' tolerance for validation in omnichannel retail stores: Enabling logistics and supply chain analyticsen
dc.title.serialInternational Journal of Logistics Managementen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dcterms.dateAccepted2017-01-01en
pubs.organisational-group/Virginia Techen
pubs.organisational-group/Virginia Tech/Pamplin College of Businessen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/Business Information Technologyen
pubs.organisational-group/Virginia Tech/All T&R Facultyen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/PCOB T&R Facultyen

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