@article{2020:evanschitzky:digital_di,
title = {Digital Disruption in Retailing and Beyond},
year = {2020},
note = {The increased disruption of business models through digital
technologies creates opportunities and challenges for retail
businesses and their network partners. Digital transformation – the
process of digitalization of previously analogue operations,
procedures, organizational tasks, and managerial processes in order to
drive value for customers, employees and other stakeholders – is the
order of the day. With that in mind, this article provides a
purposeful overview of research in the field of digital transformation
with a focus on retailing and customer-facing functions of digital
technologies such as managing customer journeys, assessing the impact
of sensory marketing and the use of service robots on the one hand,
and their strategic implications for business models such as
servitization on the other. This article concludes by highlighting
immediate as well as long-term challenges in the field, with a focus
on disruptive technologies, innovations and trends that retail
marketing-management will likely face in the near future.},
journal = {SMR - Journal of Service Management Research},
pages = {187--204},
author = {Evanschitzky, Heiner and Bartikowski, Boris and Baines, Tim and Blut, Markus and Brock, Christian and Kleinlercher, Kristina and Naik, Parikshit and Petit, Olivia and Rudolph, Thomas and Spence, Charles and Velasco, Carlos and Wünderlich, Nancy V.},
volume = {4},
number = {4}
}