Urban consolidation centres: retail stores demands for UCC services
نویسنده
چکیده
Purpose Urban consolidation centres (UCCs) are often conceived to improve services in retail stores and potentially reduce costs. However, few studies have examined how retail stores perceive the services a UCC could provide. The purpose of this article is to explore retail stores’ potential demands for different services that a UCC could provide in order to foster the development and implementation of UCC solutions aimed towards more economically feasible business models. Design/methodology/approach Structured interviews were conducted with employees at 72 retail stores. Qualitative, as well as quantitative analyses, were conducted to identify the potential demands of the retail stores. Findings We have provided arguments why retail stores might be interested in UCC services, and thereby potentially pay for them. Improved customer service to stores’ customers might not be a valid argument. We point to the cost aspect: stores expend resources that a UCC could provide in a more cost-efficient manner. Research limitations/implications The findings contradict previous studies to some extent, as it indicates that a UCC may actually not enhance customer service in retail stores. Instead, our findings point to the importance of considering the potential advantages according to economies of scale that are facilitated by UCC services. Practical limitations/implications Taking the perspective of the stores is important in order to identify arguments for why they should pay for the services provided by a UCC.
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