Omnichannel marketing: structured review, synthesis, and future directions

Nguyen, Anh Thi Van; McClelland, Robert; Thuan, Nguyen Hoang; Hoang, Thinh Gia

doi:10.1080/09593969.2022.2034125

Cited by 18 publications

(18 citation statements)

References 160 publications

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“…Furthermore, Manser Payne et al . (2017) and Nguyen et al . (2022) emphasised the importance of channel integration to establish an integrated marketing communication, covering the keywords “cross-channel integration,” “digital marketing,” and “digital technology.”Cluster 5 was titled “Omnichannel strategy” because its keywords were related to targeting marketing, fulfilment nodes and touchpoints throughout the customer's purchase journey (Yrjölä et al ., 2018b).…”

Section: Methodsmentioning

confidence: 97%

Section: Methodsmentioning

confidence: 97%

“…Manser Payne et al . (2017) and Nguyen et al . (2022) discussed cross-channel integration from a marketing perspective to emphasise the significance of integrated and personalised marketing to build a community and increase “customer engagement.”…”

Section: How Did We Discover and Why Do We Suggest?mentioning

confidence: 97%

“…After that, researchers reviewed available literature on consumer behaviour (Mishra et al. , 2020), the role of technology (Verhoef, 2021) and marketing (Nguyen et al ., 2022) and strategy formulation from the perspective of omnichannel retail (Asmare and Zewdie, 2022). Alternatively, Salvietti et al .…”

Section: Introductionmentioning

confidence: 99%

“…Before COVID-19, they either looked at logistics and supply chain challenges (Kembro et al, 2018;Melacini et al, 2018;Taylor et al, 2019) or gave a framework for effective omnichannel management (Cai and Lo, 2020). After that, researchers reviewed available literature on consumer behaviour (Mishra et al, 2020), the role of technology (Verhoef, 2021) and marketing (Nguyen et al, 2022) and strategy formulation from the perspective of omnichannel retail (Asmare and Zewdie, 2022). Alternatively, Salvietti et al (2022) comprehensively analysed omnichannel retail, dividing studies into three broad clusters.…”

Section: Introductionmentioning

confidence: 99%

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Omnichannel retailing: exploring future research avenues in retail marketing and distribution management

Dutta

2023

IJRDM

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PurposeThis study explores the present state of research related to omnichannel retail, investigates retail's different sub-areas and suggests future research directions.Design/methodology/approachThe subdomains of omnichannel retail have been identified using a keyword co-occurrence network (KCN) map and content analysis. The 5W1H method assisted in finding the bibliographies of 258 SCOPUS-indexed and ABDC-ranked journal articles and showcasing the omnichannel retail landscape.FindingsMost research on omnichannel retail is concentrated on five subdomains: customer behaviour, channel integration, technological innovation, supply chain and operations and strategy. The study's conceptual framework illustrates the omnichannel retailing environment and the variables that must be considered whilst establishing an omnichannel strategic vision. Besides, future researchers have been urged to concentrate on interdisciplinary research, as a seamless experience is unachievable if focussed on a single subdomain.Research limitations/implicationsThere is a slight probability of missing out on some good articles as this study considered only those articles that have been published in SCOPUS and ranked by the ABDC quality list.Practical implicationsThis study emphasises that for businesses to capitalise on the omnichannel model, the businesses must undergo a transformation involving technology convergence, customer-centricity and internal process reorganisation that integrates consumer feedback to co-create value. When a business adopts an omnichannel model, the business's priorities shift. Rather than depending solely on technology, faster delivery and channel integration, an omnichannel strategy requires strong leadership, a clear vision, training for all stakeholders and an understanding of customer pain points to reach the full potential.Originality/valueThe illustration of the omnichannel retail landscape using the 5W1H methodology and antecedents-decisions-outcomes (ADO) framework.

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