Omnichannel como estratégia competitiva: uma revisão conceitual e dimensional
DOI:
https://doi.org/10.18046/j.estger.2022.164.5006Palavras-chave:
omnichannel, transformação digital, redes de abastecimento, marketing digitalResumo
A digitalização deu origem a conceitos como o omnichannel. Assim, esta pesquisa teve como objetivo desenvolver uma revisão teórica, por meio de análise de mapa de rede temática e entrevistas com especialistas, para descrever as áreas críticas de negócio do processo e suas dimensões. As áreas de negócios importantes, nas quais a estratégia é apresentada, são a cadeia de abastecimento e estoques, marketing e modelos de negócios e tecnologias digitais. Entre as dimensões encontradas estão o marketing digital e os sistemas de fidelização e capacitação de clientes nos canais online e offline; sistemas de informação digital, integrados em tempo real à cadeia de abastecimento; e plataformas para captura, análise e troca de grandes volumes de dados em interação com os clientes. Na revisão realizada, verificou-se que o omnichannel é mais rentável que outras estratégias, pois otimiza entregas, giro de estoque e custos.
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