A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements.

Technology and innovation have the capability to change the many aspects of business for good and bad. With technology capabilities, customers are demanding for better products and service delivery anytime, anywhere. Thus, companies and retailers are driven to the new model of business, omnichannel....

Full description

Bibliographic Details
Main Authors:	Kassim, Erne Suzila, Hussin, Husnayati
Other Authors:	Piotrowicz, W
Format:	Book Chapter
Language:	English English
Published:	Springer Nature 2019
Subjects:	T Technology (General) T10.5 Communication of technical information
Online Access:	http://irep.iium.edu.my/70165/ http://irep.iium.edu.my/70165/ http://irep.iium.edu.my/70165/1/2019_Bookmatter_ExploringOmnichannelRetailing%2025Jan19.pdf http://irep.iium.edu.my/70165/7/Chpter%20OmniChannel%20Book.pdf

id	iium-70165
recordtype	eprints
spelling	iium-701652020-01-28T03:47:08Z http://irep.iium.edu.my/70165/ A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements. Kassim, Erne Suzila Hussin, Husnayati T Technology (General) T10.5 Communication of technical information Technology and innovation have the capability to change the many aspects of business for good and bad. With technology capabilities, customers are demanding for better products and service delivery anytime, anywhere. Thus, companies and retailers are driven to the new model of business, omnichannel. However, delivering an omnichannel solution is a challenging effort. It requires unique strategies for implementation success. In this chapter, we present the experience of a card design and printing company in their journey to an omnichannel business. Two main questions are addressed: how does information delivery and product fulfillment fit the information-fulfillment matrix and what is the formula for omnichannel differentiation strategies. While the practices fit into the four components of the matrix, the major implementation is on the offline information-store pickup and online information-store pickup quadrants. In addition, the four major omnichannel strategies adopted for business continuity management are managing a good customer relationship, aligning knowledge and technology to the current trend, retaining customer trust and having a strict policy on security and data confidentiality. In essence, omnichannel requires a harmonious integration of people-technology-organization for its sustainability. Based on the case, we provide suggestions to guide organizations with similar plans, and the implications for the industry and body of knowledge. Springer Nature Piotrowicz, W Cuthbertson, R 2019-01 Book Chapter PeerReviewed application/pdf en http://irep.iium.edu.my/70165/1/2019_Bookmatter_ExploringOmnichannelRetailing%2025Jan19.pdf application/pdf en http://irep.iium.edu.my/70165/7/Chpter%20OmniChannel%20Book.pdf Kassim, Erne Suzila and Hussin, Husnayati (2019) A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements. In: Exploring Omnichannel Retailing- Common Expectations and Diverse Realities. Springer Nature, Switzerland, pp. 251-265. ISBN 978-3-319-98272-4 https:doi.org/10.1007/978-3-319-98273-1
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	T Technology (General) T10.5 Communication of technical information
spellingShingle	T Technology (General) T10.5 Communication of technical information Kassim, Erne Suzila Hussin, Husnayati A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements.
description	Technology and innovation have the capability to change the many aspects of business for good and bad. With technology capabilities, customers are demanding for better products and service delivery anytime, anywhere. Thus, companies and retailers are driven to the new model of business, omnichannel. However, delivering an omnichannel solution is a challenging effort. It requires unique strategies for implementation success. In this chapter, we present the experience of a card design and printing company in their journey to an omnichannel business. Two main questions are addressed: how does information delivery and product fulfillment fit the information-fulfillment matrix and what is the formula for omnichannel differentiation strategies. While the practices fit into the four components of the matrix, the major implementation is on the offline information-store pickup and online information-store pickup quadrants. In addition, the four major omnichannel strategies adopted for business continuity management are managing a good customer relationship, aligning knowledge and technology to the current trend, retaining customer trust and having a strict policy on security and data confidentiality. In essence, omnichannel requires a harmonious integration of people-technology-organization for its sustainability. Based on the case, we provide suggestions to guide organizations with similar plans, and the implications for the industry and body of knowledge.
author2	Piotrowicz, W
author_facet	Piotrowicz, W Kassim, Erne Suzila Hussin, Husnayati
format	Book Chapter
author	Kassim, Erne Suzila Hussin, Husnayati
author_sort	Kassim, Erne Suzila
title	A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements.
title_short	A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements.
title_full	A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements.
title_fullStr	A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements.
title_full_unstemmed	A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements.
title_sort	framework for omnichannel differentiation strategy. integrating the information delivery and product fulfillment requirements.
publisher	Springer Nature
publishDate	2019
url	http://irep.iium.edu.my/70165/ http://irep.iium.edu.my/70165/ http://irep.iium.edu.my/70165/1/2019_Bookmatter_ExploringOmnichannelRetailing%2025Jan19.pdf http://irep.iium.edu.my/70165/7/Chpter%20OmniChannel%20Book.pdf
first_indexed	2023-09-18T21:39:37Z
last_indexed	2023-09-18T21:39:37Z
_version_	1777413052134588416

A Framework for Omnichannel Differentiation Strategy. Integrating the Information Delivery and Product Fulfillment Requirements.

Similar Items