Execution quality and chargeback penalties in retail supply chains

2020 ◽  
Vol 67 (1) ◽  
pp. 31-48
Author(s):  
Nathan Craig ◽  
Nicole DeHoratius ◽  
Diego Klabjan
Keyword(s):  
Supply Chains ◽  
Retail Supply Chains

scholarly journals Impact of COVID-19 on the Customer End of Retail Supply Chains: A Big Data Analysis of Consumer Satisfaction

2021 ◽  
Vol 13 (3) ◽  
pp. 1464
Author(s):  
Patrick Brandtner ◽  
Farzaneh Darbanian ◽  
Taha Falatouri ◽  
Chibuzor Udokwu
Keyword(s):  
Data Analysis ◽  
Supply Chains ◽  
Consumer Satisfaction ◽  
Future Research ◽  
Grocery Shopping ◽  
Product Availability ◽  
Analysis Technique ◽  
Retail Chains ◽  
Retail Supply Chains ◽  
The Impact

The COVID-19 pandemic has been one of the biggest disruptive events of recent decades and has had a global effect on society and the economy. The political regulations resulting from COVID-19 also led to significant changes in physical grocery shopping. However, the specific impact of COVID-19 on consumer satisfaction at the customer end of retail supply chains, i.e., the point-of-sale (PoS), has not yet been addressed. By gathering and analyzing consumer satisfaction data (ratings) and sentiments (evaluation comments) available on the open web, the current study evaluates the impact of COVID-19 on consumer satisfaction at the PoS. Focusing on the five biggest retail chains in Austria, the results show that there was a general and significant decline in consumer satisfaction due to the pandemic. The results also show a high impact of political regulations on consumer satisfaction. Furthermore, the text-mining based analysis of evaluation comments indicate that store layout and facilities, as well as product availability and waiting time had a great impact on consumer satisfaction. In total, over 533,000 consumer satisfaction ratings and over 153,000 textual comments have been analyzed, providing the basis for a comprehensive and sound discussion of the impact of COVID-19 on consumer satisfaction and perceptions. Future research could focus on applying the used data analysis technique and the adapted consumer sentiment dimensions in different settings, such as countries other than Austria or smaller retail chains.

Propagation of risks and their impact on performance in fresh food retail

2015 ◽  
Vol 26 (3) ◽  
pp. 568-602 ◽  
Author(s):  
Samir K Srivastava ◽  
Atanu Chaudhuri ◽  
Rajiv K. Srivastava
Keyword(s):  
Supply Chain ◽  
Supply Chains ◽  
Performance Measures ◽  
Theory And Practice ◽  
Food Retail ◽  
Content Type ◽  
Fresh Food ◽  
Retail Supply Chains ◽  
And Performance ◽  
Supply Chain Risks

Purpose – The purpose of this paper is to carry out structural analysis of potential supply chain risks and performance measures in fresh food retail by applying interpretive structural modeling (ISM). Design/methodology/approach – Inputs were taken from industry experts in identifying and understanding interdependencies among food retail supply chain risks on different levels (sourcing and logistics outside the retail stores; storage and customer interface at the stores). Interdependencies among risks and their impact on performance measures are structured into a hierarchy in order to derive subsystems of interdependent elements to derive useful insights for theory and practice. Findings – Using the ISM approach the risks and performance measures were clustered according to their driving power and dependence power. Change in/inadequate government regulations’ are at the bottom level of the hierarchy implying highest driving power and require higher attention and focussed mitigation strategies. Risks like lack of traceability, transport delays/breakdowns and temperature abuse, cross-contamination in transport and storage have medium driver and dependence powers. Research limitations/implications – The approach is focussed on food retail supply chains in the Indian context and thereby limits the ability to generalize the findings. The academics and experts were selected on convenience and availability. Practical implications – It gives managers a better understanding of the risks and performance measures that have most influence on others (driving performance measures) and those measures which are most influenced by others (dependent performance measures) in fresh food retail and also a tool to prioritize them. This kind of information is strategic for managers who can use it to identify which performance measures they should concentrate on managing the trade-offs between measures. The findings and the applicability for practical use have been validated by both experts and practicing managers in food retail supply chains. Originality/value – The work is perhaps the first to link supply chain risks with performance and explains the propagation of risks in food retail supply chains. It contributes to theory by addressing a few research gaps and provides relevant managerial insights for practitioners.

Evaluation of Order Fulfillment Options in Retail Supply Chains

2017 ◽  
Vol 49 (3) ◽  
pp. 487-521 ◽  
Author(s):  
Rafay Ishfaq ◽  
Uzma Raja
Keyword(s):  
Supply Chains ◽  
Order Fulfillment ◽  
Retail Supply Chains

Digital product fitting in retail supply chains: maturity levels and potential outcomes

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Emmelie Gustafsson ◽  
Patrik Jonsson ◽  
Jan Holmström
Keyword(s):  
Supply Chain ◽  
Supply Chains ◽  
Potential Outcomes ◽  
Product Configuration ◽  
Maturity Model ◽  
Customer Requirements ◽  
Content Type ◽  
Digital Product ◽  
Retail Supply Chains ◽  
Fitting In

Purpose In retail, product fitting is a critical operational practice. For many products, the operational outcome of the retail supply chain is determined by the customer physically fitting products. Digital product fitting is an emerging operational practice in retail that uses digital models of products and customers to match product supply to customer requirements. This paper aims to explore potential supply chain outcomes of digitalizing the operational practice of product fitting. The purpose is to explore and propose the potential of the practice to improve responsiveness to customer requirements and the utilization of existing variety in mass-produced products. Design/methodology/approach A maturity model of product fitting is developed to specify three levels of digitalization and potential outcomes for each level. Potential outcomes are developed based on empirical data from a case survey of three technology-developing companies, 13 retail cases and a review of academic literature. Findings With increasing maturity of digital product fitting, the practice can be used for more purposes. Besides matching product supply to customer demand, the practice can improve material flows, customer relationship management, assortment planning and product development. The practice of digital product fitting is most relevant for products where the final product configuration is difficult to make to order, product and customer attributes are easily measurable and tacit knowledge of customers and products can be formalized using digital modeling. Research limitations/implications Potential outcomes are conceptualized and proposed. Further research is needed to observe actual outcomes and understand the mechanisms for both proposed and surprising outcomes in specific contexts. Practical implications The maturity model helps companies assess how their operations can benefit from digital product fitting and the efforts required to achieve beneficial outcomes. Originality/value This paper is a first attempt to describe the potential outcomes of introducing digital product fitting in retail supply chains.

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