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A quantitative performance management framework for assessing omnichannel retail supply chains

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  • Adivar, Burcu
  • HüseyinoÄŸlu, Işık Özge Yumurtacı
  • Christopher, Martin

Abstract

This study proposes a performance management framework with a roadmap to success and evaluates successful retailers. We provide comparative analysis of brick-and-mortar versus omnichannel retail supply chains and propose comprehensive performance metrics categorized with respect to four competitive dimensions (sustainability, efficiency and effectiveness, responsiveness, flexibility) and seven perspectives (customers, operations, sourcing, finance, information sharing and information technology, transportation, environment). Two customer-centric frameworks and a statistical model are developed to analyze the characteristics of successful omnichannel retail supply chains. The quantitative analysis shows that physical stores are a critical component of omnichannel strategy for many retailers. From a practical perspective, our frameworks provide guidelines and metrics to be used for assessing the success of omnichannel retailers. The comparative analysis of the top 25 U.S. retailers provides additional insights for critical success components in transition to omnichannel retailing.

Suggested Citation

  • Adivar, Burcu & HüseyinoÄŸlu, Işık Özge Yumurtacı & Christopher, Martin, 2019. "A quantitative performance management framework for assessing omnichannel retail supply chains," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 257-269.
    • Handle: RePEc:eee:joreco:v:48:y:2019:i:c:p:257-269
    DOI: 10.1016/j.jretconser.2019.02.024
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    2. Alice Mazzucchelli & Roberto Chierici & Angelo Di Gregorio & Claudio Chiacchierini, 2021. "Is Facebook an effective tool to access foreign markets? Evidence from international export performance of fashion firms," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 25(4), pages 1107-1144, December.
    3. Paulo Renato de Sousa & Marcelo Werneck Barbosa & Leise Kelli de Oliveira & Paulo Tarso Vilela de Resende & Ricardo Ruiz Rodrigues & Myrian Teixeira Moura & Daniel Matoso, 2021. "Challenges, Opportunities, and Lessons Learned: Sustainability in Brazilian Omnichannel Retail," Sustainability, MDPI, vol. 13(2), pages 1-17, January.
    4. Li, Zonghuo & Wang, Di & Yang, Wensheng & Jin, Hyun Seung, 2022. "Price, online coupon, and store service effort decisions under different omnichannel retailing models," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
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    6. Tuğba Yeğin & Muhammad Ikram, 2022. "Performance Evaluation of Green Furniture Brands in the Marketing 4.0 Period: An Integrated MCDM Approach," Sustainability, MDPI, vol. 14(17), pages 1-32, August.
    7. Ben Mimoun, Mohamed Slim & Lancelot Miltgen, Caroline & Slama, Boulbeba, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    8. Abid Hussain & Sana Rashid & Sara Shabbir & Rizwan Qaiser Danish & Manzoor Ahmad Shah, 2021. "Mediating Role Of Productivity Between Performance Expectancy And Adaptive Performance Of Managers In Smes," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 10(3), pages 178-187.
    9. Taheri, Seyed Ghiasuddin & Navabakhsh, Mehrzad & Tohidi, Hamid & Mohammaditabar, Davood, 2024. "A system dynamics model for optimum time, profitability, and customer satisfaction in omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    10. Aversa, Joseph & Hernandez, Tony & Doherty, Sean, 2021. "Incorporating big data within retail organizations: A case study approach," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
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    13. Abid Hussain & Muhammad Bilal & Sana Rashid, 2021. "An Empirical Investigation Of Information Quality And Usage Of Mobile Banking In Predicting Adaptive Performance: A Serial Mediation Model," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 10(1), pages 134-147, March.
    14. Dey, Bikash Koli & Sarkar, Mitali & Chaudhuri, Kripasindhu & Sarkar, Biswajit, 2023. "Do you think that the home delivery is good for retailing?," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    15. Lim, Xin-Jean & Cheah, Jun-Hwa & Dwivedi, Yogesh K. & Richard, James E., 2022. "Does retail type matter? Consumer responses to channel integration in omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    16. João M. Lopes & Ana Sousa & Eva Calçada & José Oliveira, 2022. "A citation and co-citation bibliometric analysis of omnichannel marketing research," Management Review Quarterly, Springer, vol. 72(4), pages 1017-1050, December.
    17. Muthaffar, Aisha & Vilches-Montero, Sonia, 2023. "Empowering retailers: A bounded rationality perspective to enhancing omnichannel journey satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    18. Catherine Viot & Grégory Bressolles, 2021. "Les détaillants face au défi du commerce connecté : Une étude multisectorielle," Post-Print hal-03229956, HAL.
    19. Abid Hussain & Sana Rashid & Sara Shabbir & Rizwan Qaiser Danish & Manzoor Ahmad Shah, 2021. "Mediating Role Of Productivity Between Performance Expectancy And Adaptive Performance Of Managers In Smes," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 10(3), pages 178-188, September.
    20. Jena, Sarat Kumar & Meena, Purushottam, 2022. "Competitive sustainable processes and pricing decisions in omnichannel closed-up supply chains under different channel power structures," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
    21. Sarkar, Biswajit & Kar, Sumi & Basu, Kajla & Seo, Yong Won, 2023. "Is the online-offline buy-online-pickup-in-store retail strategy best among other product delivery strategies under variable lead time?," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    22. Mahsa Pishdar & Masoumeh Danesh Shakib & Jurgita Antucheviciene & Arvydas Vilkonis, 2021. "Interval Type-2 Fuzzy Super SBM Network DEA for Assessing Sustainability Performance of Third-Party Logistics Service Providers Considering Circular Economy Strategies in the Era of Industry 4.0," Sustainability, MDPI, vol. 13(11), pages 1-18, June.
    23. Mohamed Slim Ben Mimoun & Caroline Lancelot Miltgen & Boulbeba Slama, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Post-Print hal-03519230, HAL.

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