This paper studies how retailers can effectively deliver online and offline information to omnichannel consumers who strategically choose whether to gather information online/offline and whether to buy products online/offline. Information resolves two types of uncertainty: product value...

This article examines omnichannel redemption options when issuing digital coupons over social media. It investigates which channels or combinations of them provide optimal performance in terms of service-quality perception, customer satisfaction, and revenue. For that purpose, it compares three...

Many retailers have recently started to offer customers the option to buy online and pick up in store (BOPS). We study the impact of the BOPS initiative on store operations. We build a stylized model where a retailer operates both online and offline channels. Consumers strategically make channel...

Problem definition: Observing the retail industry inevitably evolving into omnichannel, we study an offline-channel planning problem that helps an omnichannel retailer make store location and location-dependent assortment decisions in its offline channel to maximize profit across both online and...

Omni-channel retailers systematically connect their sales and communication channels to create a seamless shopping experience. Influencing customers in their channel choices can result in reduced cost to serve customers and increased revenue. To achieve this, comprehensive omni-channel customer...

The purpose of the study was to examine the determinant factors that influence the intention to revisit retailer omnichannel in Indonesia with Mean-End Chain Approach. The internet economy growth drives the use of the omnichannel strategy in Indonesia retail companies. The past research showed...

Most retailers today sell products through an online channel in addition to traditional physical stores. We investigate how such a multi-channel or omni-channel retailer should decide the number and size of physical stores. We show that a higher return rate for online purchases can incentivize...

Product returns is a widespread phenomenon associated with online retailing, where both consumer behavior and retailers' operation decisions are inextricable topics. To improve the returns experience, retailers have forayed into omnichannel return operations and consumers are sophisticated...