Omni-channel logistics special issue

Abstract

The last five years have seen one of the biggest disruptions in traditional retailing for a generation (see, e.g. This has, to a large degree, been driven by technology and information systems enabling customers to interact differently with retailers and also the retailers themselves through the application of technology, be it within the final mile delivery or the warehouse facilities to create a supply chain that is highly responsive to customer needs. The customer no longer views the e-commerce channel of the business as separate and has started asking "why can I not buy online and collect in store, or buy in store but get it delivered directly to home or buy online and return goods to the store"! This has resulted in considerable challenges for logistics and supply chain managers. The customer now sees the business as a single entity and wants to interact across traditional channels, and the customer as we know is always right!