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Multi-sided marketplaces and the transformation of retail: A service systems perspective

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  • Hänninen, Mikko
  • Mitronen, Lasse
  • Kwan, Stephen K.

Abstract

Retail is undergoing a series of major transformations as platform-based multi-sided marketplaces, like Amazon, Alibaba, eBay, JD.com and Rakuten, are challenging incumbent retailers. From the thriving brick and mortar stores and the development of shopping centres, malls and retail chains throughout the 1900's, retail has become increasingly digital as multi-sided marketplaces are uniting the online and offline to create more sophisticated and personalized customer experiences. We assimilate these ongoing changes with a service systems perspective into a conceptual framework of how multi-sided marketplaces are integrating their front and back stage processes to create more personalized, convenient, and speedy shopping experiences.

Suggested Citation

  • Hänninen, Mikko & Mitronen, Lasse & Kwan, Stephen K., 2019. "Multi-sided marketplaces and the transformation of retail: A service systems perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 380-388.
    • Handle: RePEc:eee:joreco:v:49:y:2019:i:c:p:380-388
    DOI: 10.1016/j.jretconser.2019.04.015
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    References listed on IDEAS

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    Cited by:

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    2. Mohammad Soltani Delgosha & Tahereh Saheb & Nastaran Hajiheydari, 2021. "Modelling the Asymmetrical Relationships between Digitalisation and Sustainable Competitiveness: A Cross-Country Configurational Analysis," Information Systems Frontiers, Springer, vol. 23(5), pages 1317-1337, September.
    3. Linda D. Hollebeek & V. Kumar & Rajendra K. Srivastava & Moira K. Clark, 2023. "Moving the stakeholder journey forward," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 23-49, January.
    4. Tyrväinen, Olli & Karjaluoto, Heikki & Saarijärvi, Hannu, 2020. "Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    5. Tatiana Marceda Bach & Wesley Vieira Silva & Adriano Mendonça Souza & Claudineia Kudlawicz-Franco & Claudimar Pereira Veiga, 2020. "Online customer behavior: perceptions regarding the types of risks incurred through online purchases," Palgrave Communications, Palgrave Macmillan, vol. 6(1), pages 1-12, December.
    6. Hochstein, Bryan & Bolander, Willy & Christenson, Brett & Pratt, Alexander B. & Reynolds, Kristy, 2021. "An Investigation of Consumer Subjective Knowledge in Frontline Interactions," Journal of Retailing, Elsevier, vol. 97(3), pages 336-346.
    7. Mohammad Soltani Delgosha & Tahereh Saheb & Nastaran Hajiheydari, 0. "Modelling the Asymmetrical Relationships between Digitalisation and Sustainable Competitiveness: A Cross-Country Configurational Analysis," Information Systems Frontiers, Springer, vol. 0, pages 1-21.
    8. Sina Hardaker, 2022. "More Than Infrastructure Providers – Digital Platforms' Role and Power in Retail Digitalisation in Germany," Tijdschrift voor Economische en Sociale Geografie, Royal Dutch Geographical Society KNAG, vol. 113(3), pages 310-328, July.
    9. Betzing, Jan H. & Kurtz, Michael & Becker, Jörg, 2020. "Customer Participation in Virtual Communities for Local High Streets," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    10. Lambillotte, Laetitia & Magrofuoco, Nathan & Poncin, Ingrid & Vanderdonckt, Jean, 2022. "Enhancing playful customer experience with personalization," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).

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