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Publication
How can customer experience improve retail operations sustainability?
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| 330.46 KB | Adobe PDF |
Advisor(s)
Abstract(s)
Consumer needs drive supply chains, so they are arguably the main
actors in the process. Nonetheless, consumers are unaware of their ability to con tribute to stock management and the sustainability of retail operations, from the
reduction of stockouts and waste to the minimization of energy-environmental
impacts, through the centralization of stock in distribution and consolidation of
last mile delivery in pooling systems. For this to happen, companies must provide
channels that allow consumers to actively participate in the process and negotiate
delivery times and prices through sustainable purchase options, through a
crowdsourcing strategy in phygital stores. This paper explores two alternative
strategies, maintaining or changing the current physical retail business model,
based on the increase in online commerce and the use of mobile devices and ap plications in the purchase process. The first is applied in physical stores in a gam ing context through a consumer-facing augmented reality mobile application that
rewards users for identifying stockouts and informing the need to replace prod ucts in the shelves. The second involves the transformation of physical stores into
a showroom format, where desired products are read through a QR Code or using
artificial intelligence through a mobile application, in which virtual shopping
carts are created and deliveries can be fulfilled via home distribution centers, col lection points or drive-in
Description
Trabalho apresentado em 3rd International Conference on Quality Innovation and Sustainability – ICQIS2022, 3-4 maio 2022, Aveiro, Portugal.
Keywords
Customer Experience Sustainability Inventory Management Retail Operations Logistics and Supply Chain Innovation