Open AccessFramework for evaluating the relationship between the omnichannel online sales approach and performance outcome in the case of niche products
Author(s) -
Viktorija Urbaitytė,
Aurelija Ulbinaitė
Publication year - 2020
Language(s) - English
Resource type - Conference proceedings
DOI - 10.3846/bm.2020.563
Subject(s) - omnichannel , outcome (game theory) , loyalty , loyalty business model , business , marketing , customer relationship management , process (computing) , e commerce , computer science , process management , economics , microeconomics , world wide web , service quality , service (business) , operating system
Transformation from electronic commerce business model to social commerce business model empowered manufacturers of niche products to start retail businesses which are operating solely online. The selection of an online sales approach is a part of the online sales process which determines how end customers will be reached. Moreover, the online sales approach determines performance outcome, hence, this selection should be done after meticulous evaluation. This research, after a systematic comparative analysis of the academic literature, explores the omnichannel online sales approach and its relationship with performance outcome in the case of niche products and proposes a theoretical framework for the evaluation of this relationship. The theoretical framework includes financial and qualitative (customer satisfaction and customer loyalty) criteria which allow to evaluate performance outcome created by the omnichannel online sales approach in a holistic way. The performance outcome evaluation results can be used in the decision-making process when deciding whether the chosen omnichannel online sales approach meets the expectations of a business and its customers.