通过提高能力和效率来发展客户的便利性和体验:对掌握零售业务的战略方法
Sunil Kumar C V1, Rohit Agrawal1
1Operations Management and Quantitative Techniques, Indian Institute of Management, Bodhgaya, 824234, Bihar, India.
Heliyon
|September 12, 2024
概括
零售业的运营效率是提高客户方便和体验的关键,尤其是在不确定的时期. 只有能力不够.
科学领域:
- 企业管理 企业管理
- 供应链管理 供应链管理
- 零售业务 零售业务 零售业务
背景情况:
- 零售商在供应链中起着至关重要的作用,通过店内客户参与推动收入.
- 有效的零售业务管理对于客户的方便和体验至关重要,特别是在危机期间.
- 零售业务对客户方便和体验的影响需要进一步的研究和实际强调.
研究的目的:
- 评估零售业务可以在多大程度上提高客户的便利性和体验.
- 了解零售商如何通过卓越运营在不确定时期壮成长.
- 检查零售商效率在竞争力和客户方便/体验之间扮演的调解角色.
主要方法:
- 基于基于资源的观点理论.
- 从印度零售行业的416名从业者收集的数据.
- 统计分析来测试效率的调解作用.
主要成果:
- 零售商的能力可以提高运营效率,但不能直接保证客户的便利性或体验.
- 零售商专注于简化运营,以有效管理容量限制和成本.
- 经验证据证实,零售业务对客户的便利性和体验有重大影响.
结论:
- 由能力驱动的运营效率对于提供卓越的客户便利和体验至关重要.
- 零售商必须优先优化运营,以应对不确定性和满足客户需求.
- 该研究强调了有效的零售业务在客户满意度和业务成功中的关键作用.
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