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The retail industry is currently undergoing the biggest transformation in its history. Driven by the digitalization of commerce, new technological innovations and tools, as well as ever-evolving consumer trends and emerging forms of consumption, retail business models are becoming fully omnichannel.This textbook provides a strategic approach to modern omnichannel retailing, its content, and its logic. It offers students the chance to create a strategic business plan that helps retailers make strategic choices and decisions that enable or facilitate the transition to omnichannel operations and the effective management of an omnichannel business.It addresses key topics, including:Customer journey and customer experienceBusiness models and service conceptsRevenue streamsRetail mix decisionsPhysical and digital channelsChannel management and integrationMetrics Also offering a glossary-style overview of more than 200 key retail industry concepts, this book provides students with a comprehensive understanding of omnichannel retail, forming a solid foundation for managing and further developing retail business operations across physical and digital channels.

Employee engagement is in crisis. Recent research shows that only a fraction of employees are engaged and feel genuinely connected to their work, while high levels of disengagement quietly drain productivity, innovation, and morale. Empowering Employee Engagement confronts this problem head-on, revealing that engagement isn’t a perk or a program—it’s a shared responsibility. This book explores the concept and measurement of the multidimensional nature of engagement—shaped by the company, leaders, teams, individual work, and customers. Drawing on global research and real-world examples, it shows how culture, trust, purpose, and growth opportunities intersect to determine whether employees thrive or withdraw.Most importantly, the book redefines engagement as an individual choice, a team effort, and a leadership responsibility. Leaders must build conditions of mutual respect, recognition, and empowerment where people and teams want—and choose—to be engaged. Yet every employee also holds the key to their own engagement, choosing to bring passion, accountability, collaboration, and transformation to their work.In a world of remote and hybrid work, quiet quitting, and AI-driven change, Empowering Employee Engagement offers a practical roadmap for individuals, leaders, and teams to reignite commitment, rebuild trust, and create workplaces globally where people choose to care—and perform—at their best for themselves, their company, and their customers.

This book offers a service science perspective on platform orchestration and on collaborative consumption, providing an overview of research topics related to service dominant logic in multi-sided markets. The chapters give an international and multi-disciplinary overview of the current topics of digital service platforms from many angles. This overview helps in filling the gap between service science and recent research of the platform economy and paves the way for future service platform research.Open standards and distributed databases such as blockchain configurations increase the connectivity of business ecosystems as devices and systems exchange data with each other instead of through intermediaries. This exchange opens up opportunities for new value constellations, makes services globally scalable, and connects local service systems as integrated systems of systems. The book brings together established academics from a number of disciplines. This collaboration makes itpossible to provide novel constructs and empirical results that help the reader to understand how value is co-created and orchestrated in the era of digital service platforms. In addition to theory building, practical implications for wider managerial and policy use are highlighted.The topics in this book are related to service platform technologies; organizational capabilities; and strategies and management in the contexts of retail, healthcare, and the public sector. A wide selection of case studies is used to demonstrate the implications of platforms for different service and economic contexts. Combining both theory and practice, this book is highly recommended for readers interested in the service and marketing point of view on the platform economy and for practitioners strategizing for scalable service platforms.Chapters 4 and 10 are available open access under a Creative Commons Attribution 4.0 International License via link.springer.com.