Toward the inter-channel synergy renaissance in emerging markets: evidence from adding clicks to bricks in Serbia

Dragan Stojković, Aleksa Dokić, Bozidar Vlacic and Susana Costa e Silva

International Journal of Emerging Markets, 2021, vol. 18, issue 9, 3309-3333

Abstract: Purpose - Newly established intersections between offline and online channels create room for enhancing inter-channel synergies. The nature and structure of emerging markets only further emphasize the need to expand existing knowledge. Consequently, this study investigates inter-channel synergy creation during offline–online retail integration in emerging markets. Design/methodology/approach - Data collected from 97 companies in Serbia that incorporated online channels into their offline retailing businesses were analyzed using the structural equation modeling method. Findings - The results show that retailers who have undergone click-to-brick integration in the emerging markets struggle to leverage physical presence for inter-channel synergy creation through digital channels. Essentially, retailers integrating clicks into bricks in emerging markets are less likely to achieve immediate omni-channel synergy, resorting to a multi-iterative transition process. Originality/value - This research synthesizes knowledge on inter-channel synergy creation in an omni-channel context, as well as existing findings regarding inter-channel integration. This paper presents the first comprehensive study on inter-channel synergy creation during click-to-brick integration in emerging retail markets. Moreover, this study outlines challenges facing retailers seeking channel synergy during click-to-brick integration. The study results have theoretical and practical implications regarding inter-channel synergy creation in the multi-channel environment of emerging markets.

Keywords: Inter-channel synergy; Inter-channel integration; Omni-channel strategy; Offline–online integration; Emerging market (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:eme:ijoemp:ijoem-10-2020-1166

DOI: 10.1108/IJOEM-10-2020-1166

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