Harmony-oriented retail innovations and financial performance

Innovation and sustainability are two key factors for retailers seeking a competitive advantage. However, we still ignore how the joint effect of both of these variables impacts consumer satisfaction. To address this gap, based on the concept of Sustainability-Oriented Service Innovation (SOSI), we introduce a new construct named Sustainability-Oriented Commerce Innovation (SOCI) in the context of the retail sector. Design/methodology/approach: For 510 customers of grocery retail establishments, the relationships between the variables defined in this research were examined using a structural equations model. Findings: We find support for the direct positive impact of SOCI on customer satisfaction and the indirect impact through store equity. These chained effects are modified according to the client participation in the development of sustainable and innovative initiatives. Originality/value: This research analyses the joint effect of innovation and sustainability in the retail context by introducing a new concept-SOCI-and its measurement scale whose psychometric properties are validated.

International Journal of Technology Management, 2016

Global retailers are expanding their business to countries with diverse cultures and consumer preferences. Competitive and sustainable retail chains require advanced e-services linked to in-store digital innovations. This research focuses on cultural dimensions and the implications of implementing global and internet-linked e-service innovations. The research studies how cultural dimensions influence consumers' attitudes toward five types of retail innovations. The cultural dimensions include uncertainty avoidance and collectivistic cultural dimensions to predict acceptance. The research case compares differences between Taiwanese and Swedish university students. A multi-attribute model shows that Taiwanese prefer innovations with a lower level of self-service. On the other hand, Swedish prefer opposite types of retail innovations. We propose future research to show that these barriers of acceptance can be lowered through the use of advertising, social media, and in-store interaction between customers and staff. The research yields new research directions to help international retailers develop competitive strategies to fit the cultural characteristics of consumers.

Budapest International Research and Critics Institute (BIRCI-Journal) : Humanities and Social Sciences, 2019

Current competitive environment induced by 4.0 industrial revolution has forced companies to focus on managing service to customer by provide added value to customers, so that it will increase competitiveness. This study aims to find out and analyze impact of service quality and service innovations on competitive advantage. Analysis method is descriptive statistical and Structural Equation Modeling with AMOS software. The sampling Technique was purposive sampling with combination cluster proportional stratified random sampling, the instrument to collect the data was questionnaire with manager, supervisor or employee of retailing. The results indicate that the service quality and service innovations impact on competitive advantage.

Journal of Services Marketing, 2020

Purpose-The purpose of this paper is to investigate if retail services have a transformative potential to improve the well-being of customers in a Latin American market. Transformative studies have been conducted mostly in developed countries, and consumer well-being in a Latin American supermarket context has not been addressed previously. Specifically, this study aims to understand if customer satisfaction with a supermarket experience in Chile leads to positive customer well-being. Additionally, it is examined if customer well-being influences firm outcomes, such as customer loyalty, word-of-mouth communication or retailer equity. Design/methodology/approach-A conceptual model was developed, and data was collected through an online survey from 866 customers of a large supermarket chain in Chile. Hypotheses were tested with structural equation modeling (SEM). Findings-The findings of this study support all the hypotheses of the model and confirm that customer satisfaction has a direct and indirect effect on customer loyalty and other firm outcomes through customer well-being. Research limitations/implications-This research is among the few studies in the academic literature that considers retail experience and well-being outcomes for supermarket customers in a Latin American context. Limitations derive from the cross-sectional nature of the study. Practical implications-There are implications from this study contributing to the literature on customer retail experience, in terms of the potential to transform supermarket shopping in a Latin American country. this is particularly relevant in Latin America as the extent to which for-profit organizations acknowledge their relevancy of the individuals' well-being is still at its infancy. Social Implications-This research provides empirical support to the importance of not only looking at traditional measures such as WOM, equity and loyalty but looking into the impact services have for customers' life and well-being. This is particularly relevant in Latin America as the extent to which for-profit organizations acknowledge their relevancy of the individuals' well-being is still at its infancy. Originality/value-This study contributes to the services literature and addresses a gap in it by exploring the transformative potential of supermarket shopping on customer well-being and in turn the role of customer well-being in retail firm outcomes. The findings also contribute in considering Chile, a Latin American context that has been overlooked in the transformative services studies. This provides managerial implications for domestic and global companies that offer grocery retailing for consumers in this region.

International Journal of Comparative Management, 2019

Due to the exponential effect of technological innovation that makes disruption the new norm, retailers across the world are on the lookout for novel initiatives to streamline their processes and reduce operating costs. Acknowledging that the face of retail is changing at an unprecedented rate, this paper seeks to uncover the innovation drivers and trends in the retail industry, with a particular emphasis on the Gulf region. Drawing upon a literature review of drivers, enablers, and global trends in retail innovation, we offer a compelling analysis of innovative endeavours pursued by retailers located in the Gulf Cooperation Council's member states. Our aim is to make two major contributions to extant knowledge in the field, through the development of a conceptual model of retailing innovation and the advancement of a multidimensional agenda for future comparative research. In the concluding section of our paper, we emphasise the increasing importance that innovation will play in the enhancement of customer experience and performance of retail organisations.

Journal of innovation management, 2021

Organisations implement innovation strategies to remain competitive and achieve improved business performance. Previous studies have focused more on product and technology innovations. The purpose of this article is to determine the influence of service innovations on the financial performance of organisations – specifically profit growth – using the theory of competitive advantage. A quantitative research method was employed to achieve the research objective, with linear regression analysis used to analyse the primary data. Cronbach values were calculated to determine the reliability and validity of the research instrument used to collect the primary data. The findings of the research on which this article is based, confirm the existence of a positive relationship between service innovation practices and profit growth. Recommendations are made to key stakeholders in the motor vehicle industry, and future research directions are outlined.

European Journal of Innovation Management, 2017

Purpose Notwithstanding the importance innovation scholars have accredited to design-driven innovation (DDI), no attempts have been made so far to systematically study whether and how this innovation strategy can be used in the retail context in order to gain and nurture competitive advantage. The purpose of this paper is to make a first step towards closing this gap, and therefore understand whether and how companies involved in retail service can create competitive advantage by the adoption of a strategy based on innovation of meanings. Design/methodology/approach Due to the complex ecosystem of variables that inevitably influence the problem, the case study approach represents the best option to grasp the different aspects highlighted by the research objectives. The analysis undertook a thorough and systematic comparison with the use of an ad hoc “paired comparison method”, in which common systemic characteristics have been intended as a controlled variable in order to minimise t...

Journal of Product & Brand Management, 2017

Purpose Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work aims to analyse innovation in retail experiences from two aspects – marketing innovation and technological innovation – to understand the role it exercises in satisfaction and subsequent recommendation. Design/methodology/approach The authors’ objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core constructs: store image, consumer value and store brand equity. SEM methodology is applied on a sample of 820 retail customers of grocery, clothing, furniture an electronics store. Findings The results show that technological innovation is more important than marketing innovation in shaping image, ...

Humanistic Management Journal, 2020

Innovation is strongly associated with survival and growth of all kind of organizations in a global competitive economy. Moreover, nowadays companies are increasingly questioned on how they deliver innovative solutions to deep-seated problems, such as poverty. Our research aims to understand how Economy of Communion (EoC) compa nies respond to this challenge by applying the logic of gratuitousness and giving. This paper examines the altruistic behaviour of EoC leaders and the connection with organi zational innovation, necessary for firm's survival in the long-term. We analyse these connections through a qualitative descriptive case study of three Spanish EoC companies. The findings reveal altruistic behaviours of leaders seeking the Common Good. Innova tion derives from the desire to help others, such as employees and customers. Moreover, the findings reveal that a culture of dialogue among employees, managers and the whole organisation enhances risk-taking and, therefore, innovation The paper contributes to our understanding of how EoC companies are able to reconcile innovation with the ideal of altruism, distinctive of the Economy of Communion. We believe that this study opens up a wide range of future research opportunities on the antecedents of an innovative organizational culture.