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    The Shift from Financial to Non-financial Measures During Transition into Digital Retail - A Systematic Literature Review


    Cakir, Gültekin and Bezbradica, Marija and Helfert, Markus (2019) The Shift from Financial to Non-financial Measures During Transition into Digital Retail - A Systematic Literature Review. In: Business Information Systems. Springer, pp. 189-200. ISBN 9783030204853

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    Abstract

    Researchers in the retail domain today propose that, in particular, complex and non-financial goals such as ‘customer experience’ represent the new imperative and leading management objective in the age of Digital Retail, questioning the role of conventional financial measures such as revenue. However, there is no evidence in research showing the corresponding and necessary shift from financial measures to non-financial measures as subject of interest in recent years. This article aims to reveal the development of financial versus non-financial metrics used in retail research in the last ten years and thus highlight the transition from conventional retail into Digital Retail from a metrics perspective. A systematic literature review, conducted on the basis of 80 high quality journals, serves as the research method of choice and sheds light on the various range of metrics used in the last ten years of retail research. More importantly, the results still show a major focus on financial measures despite indicating a rising awareness of non-financial, more complex and intangible measures such as ‘customer experience’ or ‘customer satisfaction’. While this finding supports proposed shift towards non-financial measures in current retail research in one side, it also shows a lack of research focusing on non-financial objectives in retail, in comparison to financial measures.

    Item Type: Book Section
    Additional Information: This is the postprint version of the published article, which is available as: Cakir G., Bezbradica M., Helfert M. (2019) The Shift from Financial to Non-financial Measures During Transition into Digital Retail – A Systematic Literature Review. In: Abramowicz W., Corchuelo R. (eds) Business Information Systems. BIS 2019. Lecture Notes in Business Information Processing, vol 353. Springer, Cham. https://doi.org/10.1007/978-3-030-20485-3_15. Funding: This project has received funding from the European Union’s Horizon 2020 research and innovation programme under the Marie Skłodowska-Curie grant agreement No. 765395, and was also supported, in part, by Science Foundation Ireland grant 13/RC/2094 and co-funded under the European Regional Development Fund through the Southern & Eastern Regional Operational Programme to Lero – the Irish Software Research Centre (www.lero.ie).
    Keywords: Omni Channel Retail; Key Performance Indicator; KPI; Customer Experience;
    Academic Unit: Faculty of Social Sciences > Research Institutes > Innovation Value Institute, IVI
    Faculty of Social Sciences > School of Business
    Item ID: 14247
    Identification Number: https://doi.org/10.1007/978-3-030-20485-3_15
    Depositing User: Markus Helfert
    Date Deposited: 24 Mar 2021 15:30
    Publisher: Springer
    Refereed: Yes
    Funders: European Union’s Horizon 2020 research and innovation programme, European Regional Development Fund, Science Foundation Ireland (SFI)
    URI:

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