Everything Old is New Again: The Age of Consumer‐Centric Supply Chain Management

Esper, Terry L.; Castillo, Vincent E.; Ren, Kate; Sodero, Anníbal C.; Wan, Xiang; Croxton, Keely L.; Knemeyer, A. Michael; DeNunzio, Steven; Zinn, Walter; Goldsby, Thomas J.

doi:10.1111/jbl.12267

Cited by 58 publications

(65 citation statements)

References 17 publications

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“…Lastly, we also contribute to theory by adopting a consumer-centric approach (Esper et al 2020), which allowed us to generate novel customer insights to derive logistics and supply chain management strategy (Esper & Peinkofer, 2017). For example, we explored the efficacy of a new recovery strategy, which focuses on the trade-offs between order fulfillment speed and monetary compensation.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

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Retail "Save the Sale" tactics: Consumer perceptions of in‐store logistics service recovery

Peinkofer

Esper

Smith

et al. 2021

J of Business Logistics

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To prevent customers from leaving stores empty‐handed when encountering a stockout, retailers increasingly leverage their inventory visibility and order fulfillment capabilities to implement “save the sale” tactics. Retailers have several logistics service options available in designing “save the sale” stockout recovery initiatives: “buy at store—ship from (different) store” and the “buy at store—ship from DC,” leading to different order fulfillment speeds. In addition, there is the home delivery approach, which is generally more convenient to customers than the option of store delivery for customer pick‐up. In this paper, we explore how customers evaluate and respond to varying elements of these “save the sale” stockout recovery services when experiencing an in‐store stockout. Building on justice theory and literatures on service recovery and impression formation, we develop a series of four experiments. We explain and provide empirical evidence for (1) why and how customers assess specific stockout service recovery dimensions (i.e., order fulfillment speed and delivery location) as more just, (2) how customers appraise the justice of these bundled stockout recovery dimensions, (3) how purchase involvement and monetary offers impact these perceptions, and (4) how justice perceptions and stockout recoveries impact the likelihood of “saving the sale.”

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Section: Theoretical Implicationsmentioning

confidence: 99%

“…This research takes a consumer‐centric approach (Esper et al 2020) to investigating this issue. We build on a foundational research question: “How do retail customers evaluate and respond to different bundles of logistics service elements associated with stockout recovery after experiencing an in ‐ store stockout .…”

Section: Introductionmentioning

confidence: 99%

Retail "Save the Sale" tactics: Consumer perceptions of in‐store logistics service recovery

Peinkofer

Esper

Smith

et al. 2021

J of Business Logistics

Self Cite

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“…Meeting consumer needs through retailing is one of LSCM's key outputs (Grant 2012) but if the discipline has lost its way (Esper et al 2020) retailers and their LSCM partners may have missed a significant demographic shift. This reflects a call by Gauri et al (2021) for retailers to evolve through developing consumer-centric formats both online and in physical stores that will lead to integrated channels in future.…”

Section: Changing Consumer Expectationsmentioning

confidence: 99%

A brave new world for retail logistics and SCM in the 2020s and beyond

Grant

Banomyong

Gibson

2021

International Journal of Logistics Research and Applications

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This perspective paper considers the current state of retail and retail logistics and supply chain management to discuss what the future may hold for it through four important issues: changing consumer expectations, the impact of e-commerce, and the relationship with the natural environment all of which are influenced by the economic environment. These issues apply to retailing globally and have been exacerbated by events such as the global COVID-19 pandemic, and examples are provided from various retail markets to illustrate them. Retailers will need to think strategically how to adapt their business models to address these issues by recognising the needs of new consumer segments, focussing on niche service and products to avoid direct clashes with larger physical store and Internet retailers, embracing more fully opportunities in e-commerce, and ensuring their activities are sustainable economically, socially and ecologically.

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“…Indeed, it is unclear how existing constructs are related to service recovery in SCM processes, where dimensions such as speed and flexibility are likely to be interpreted differently (Peinkofer et al, 2022). In addition, the growing debate on a customer-centric perspective of logistics and SCM (Esper et al, 2020) calls for a granular theoretical understanding of service recovery through procedural justice theory (PJT) (Confente et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

Influencing supply chain practice: the action principles approach applied to pandemic risk management

Hoek

Lacity²,

Willcocks³

2022

IJPDLM

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PurposeThis paper offers a novel approach for conducting impactful research on emerging topics or practices. This method is particularly relevant in the face of emerging phenomena and new dynamics, such as the impact of the COVID-19 pandemic on supply chain risks. Because these new phenomena and dynamics are relatively unexplored, little prior knowledge exists in literature and industry, and they represent a large opportunity and/or challenge to practitioners.Design/methodology/approachThe action principles research (APR) approach, as a newer version of critically engaged research (CER), offers comparison against more traditional empirical or intervention-based research. The authors illustrate the approach with a pandemic risk-management study.FindingsThe APR approach originated in the information technology field. It is highly applicable for researchers who are seeking to more expeditiously support decision making and actioning on new dynamics and emerging topics and practice in supply chain management than is allowed by traditional methods and longitudinal CER.Originality/valueIn the context of ongoing calls for relevance, impact and actionable findings on pandemic risk management, this paper describes an approach to developing timely findings that are actionable for practitioners and that advance science around dynamic and emerging topics or practices. We hope this will grow societal value of research, particularly in the face of the COVID-19 pandemic and the new dynamics and uncertainties that managers face in modern supply chains.

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Everything Old is New Again: The Age of Consumer‐Centric Supply Chain Management

Cited by 58 publications

References 17 publications

Retail "Save the Sale" tactics: Consumer perceptions of in‐store logistics service recovery

Retail "Save the Sale" tactics: Consumer perceptions of in‐store logistics service recovery

A brave new world for retail logistics and SCM in the 2020s and beyond

Influencing supply chain practice: the action principles approach applied to pandemic risk management

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