With new ways of shopping, it could be assumed that not all actors within the retail sector will come out as winners. As the growth of e-commerce has been continuously rapid over many years, there is evidence for physical retailers suffering of sales losses.Behind every retailer stands a real estate owner that is reliant on the rental income ofits tenants, which could be assumed to be violated if the retailers are not resistant to the changes within the retail sector. If the income losses of the retailers are displaced to the real estate owners, it might have negative effects on the value of their retailproperties. This thesis investigates what effects the growth of e-commerce has onretail property values. The research questions of this research have been answered by interviewing real estate owners and property valuers with expertise on this topic. With basis of the results from the interviews, a case study has also been conducted on one of Stockholm´s mostprominent retailer – NK. Concluding the most obvious challenges and foresights from the real estate owner and the valuer´s perspective, three scenarios for valuing NK Stockholm was produced. It was concluded that real estate actors differ in their view of e-commerce. Some viewe-commerce and physical retail as complements, while some see them as opposites.They also have different strategies for how they work with growing e-commerce att heir physical retail areas. The different approaches are supposedly connected to how involved the real estate owners are with their retailers, and what retailers they have.The most prominent challenge is to create a retail space that attracts the righ tcustomers. To decide what retailers should be included, and what concepts that consumers demand. It was concluded that real estate actors differ in their view of e-commerce. Some view e-commerce and physical retail as complements, while some see them as opposites.They also have different strategies for how they work with growing e-commerce at their physical retail areas. The different approaches are supposedly connected to how involved the real estate owners are with their retailers, and what retailers they have.The most prominent challenge is to create a retail space that attracts the right customers. To decide what retailers should be included, and what concepts that consumers demand the income will decrease. If the real estate owner work actively on adapting to marketchanges, consumer behavior and consumer demand, it is more likely that property values will not decrease as income is generated alternatively, and as Omni-channeled retailer Scenario depictures, the value can even increase. The Food & Beverages Scenario was a middle way, where the real estate owner invested in new usages for the vacant retail spaces, restaurants and cafes. The cost of investment and the cost of maintenance and other operational costs, as there is more wear on restaurant spaces,will cause a decrease in value. The most prominent outtake of this research is how significant the strategy of the realestate owner is for the value. Real estate owners applying the “wrong” strategy in timesof structural changes, risk a decrease in their property values. / Med nya möjligheter att konsumera, kan det antas att inte alla aktörer inom detaljhandeln kommer ut som vinnare. Då e-handeln ökat stadigt under många år,finns det belägg att tro att de fysiska detaljhandlarna tappar andelar av deras försäljning. Bakom varje detaljhandlare finns det en fastighetsägare som är beroende av hyresintäkter från sina hyresgäster, som riskerar att minska om detaljhandlarna inte kan hantera de strukturella förändringar som detaljhandeln genomgår. Om ett inkomstbortfall från detaljhandlare förskjuts till fastighetsägarna finns det riskatt det har negativ påverkan på värdet av dessa detaljhandelsfastigheter. Denna uppsats undersöker vilka effekter som den ökade e-handeln har på detaljhandelsfastigheter. Genom att intervjua fastighetsägare och fastighetsvärderare med god kompetens inomområdet har forskningsfrågorna för denna uppsats besvarats. Grundat på resultatet från intervjuerna har en fallstudie på en av Stockholms mest välkända handelsvaruhus– NK Stockholm gjorts. En sammanfattning av de mest framstående utmaningarna och de framtidsspaningar som togs upp under intervjuerna, skapades tre olikascenarier för att värdera fastigheten som NK Stockholm ligger i. Från studien kan sammanfattas att fastighetsägarna har olika syn på e-handeln. Vissa ser e-handeln och den fysiska handeln som komplement, medan andra ser e-handeln och fysiska handeln som motpoler och i vissa fall direkta hot. De har också varierande strategier för hur de valt att arbeta mot ökad e-handel på deras fysiska handelsytor. De olika förhållningssätten ser ut att grunda sig på hur involverade fastighetsägarnaär i deras detaljhandelshyresgästers verksamheter, samt vilken typ av detaljhandelshyresgäster de har. De största utmaningarna är att skapa handelsytor som attraherar rätt besökare, bestämma vilka hyresgäster som ska ingå, samt vilka koncept som efterfrågas av besökarna. I fallstudiens första scenario förhöll sig fastighetsägaren relativt passiv, utan några direkta åtgärder i en situation där vakanserna ökade som en effekt av ökad e-handel.Utfallet blev att fastighetsvärdet minskade, allt annat lika, då intäkterna gått ner. Om fastighetsägaren istället jobbar med att anpassa ytorna och detaljhandelshyresgästerna för vad konsumenterna efterfrågar, visar det att intäkterna istället kommer att öka. I det andra scenariot, investerade fastighetsägaren i att hitta nya användningsområden för de vakanta ytorna såsom restauranger och caféer. Kostnaderna för investeringar av detta slag, sammanslaget med de ökade drift och underhållskostnaderna och ökat slitage på denna typ av ytor kommer att innebära en värdeminskning. Den mest framträdande lärdomen från denna uppsats är hur betydande den individuella fastighetsägarens strategier för sina respektive handelsytor är. Fastighetsägare som väljer “fel” strategi riskerar att tappa delar av sina fastighetsvärden.

The objective of this master's thesis is to analyse trends in distribution in the German market and evaluate their importance in the retail environment. The first chapter of the thesis deals with the issue of distribution from a theoretical perspective. Analysis of the German economy and retail environment serves as a basis for further elaboration of the thesis. In the German market is growing the importance of the e-commerce and there is a tendency of integration of distribution channels. The current situation and trends in distribution channels as well as the trends of the future are outlined on the basis of secondary data. The analysis is completed by qualitative research, which determines the potential use of current trends.

The development of digital solutions has changed the way consumers complete purchases today. New distribution channels through internet and mobile applications have come to challenge the business of traditional retailers. Thus, retailers must find new ways of keeping customers loyal to the store. One way of retaining customers is to provide a more prominent customer experience. This study focuses on technological solutions for the food retail industry that enables the creation of this experience, more specifically self-scanning applications provided by the Swedish company Datema.The Swedish market, in which Datema acts, is among the most technologically advanced in the world regarding self-scanning solutions and has begun to reach a maturity phase. This, along with desires to expand the marketplace, has created an attraction to larger foreign markets such as North America. Similarities in business culture and a strong buying power have led to a certain interest in the Northeastern part of America. Thus, the purpose of this thesis is to investigate the need for self-scanning solutions in this specific area and to provide recommendations for how the market could be targeted.To create an overview of the market structure the consumer market has been studied through an in-depth literature review of the latest market investigations. Furthermore, the technological level of Northeastern supermarket chains was investigated through market observations and interviews with store managers in Boston, Massachusetts. To create the holistic view of the market, interviews with experts in the US retail market and with US IT-vendors were conducted. Additionally, interviews with management consultants and experts in market entries have contributed to answering the question of how the market should be entered. Finally, in order to provide conclusions and recommendations, the results have been analyzed with relevant literature and theories within marketing, change management and entry mode management.The findings in this master thesis indicates that there is a need for technological solutions that enhance the customer experience in the Northeastern American food retail market. Furthermore, the technological level of the existing supermarket chains in Boston is considered low and that the level and acceptance varies with the store concept. The previous resistance towards implementation of new technological solutions in the stores was found to mainly depend on a low knowledge, low trust in the consumers and fear of losing customer interaction.Datema is recommended to address the middle and high-end supermarket chains with a follower approach. Further recommendations include that the market should be entered through a joint venture with a local partner.

This cumulative dissertation consists of four papers that investigate retailer switching and identify potential and threat of cross-channel retail services (CCRS) for retail businesses. The first, conceptual paper compares different theories and models of retail quality. It derives the concept of retailer aspects as a framework to measure retailer quality and further discusses how CCRS can serve as a tool to enhance those retailer aspects. The second paper discusses results from a consumer panel survey and quantifies the influence of satisfaction with retailer aspects on retailer switching during webrooming behavior. The findings of this second paper present the two retailer aspects assurance of delivery and competitive product pricing as key determinants for retailer switching. The third paper defines CCRS and outlines a conceptual classification scheme for CCRS assessments – the CCRS Pentagon. The fourth paper quantifies the impact of CCRS adoption and retailer aspect preferences on CCRS-induced retailer switching based on a second consumer panel survey. Results from this second study affirm the existence of CCRS-induced retailer switching. The paper concludes that CCRS can serve as a retailer’s lock-in mechanism, but that the availability of CCRS in retail environments also threatens retail businesses. In sum, the dissertation provides academic contributions and suggestions for further academic research as well as practical implications and management tools for application in retail businesses.:I. Introduction II. Enhancing Multi-Channel Retail Quality through Cross-Channel Services III. What Drives Competitive Webrooming? The Roles of Channel and Retailer Aspects IV. Cross-Channel Retail Services: A Service Classification Along The Retail Function V. Service-induced Retailer Switching – Power of Cross-Channel Retail Services VI. Conclusion Appendix A: Estimated parameters in baseline-category logit model Appendix B: Conditional marginal effects and conditional probability Appendix C: T-Tests for retailer aspects per service example

L’omni-canal constitue un idéal que la plupart des distributeurs cherche à atteindre en vue de s’adapter aux nouvelles exigences du marché (i.e. évolution du comportement des consommateurs et des standards concurrentiels). Dans la lignée des recherches en marketing de la distribution, nous cherchons à comprendre comment s’opère la mutation des distributeurs multi-/cross-canal vers l’omni-canal, du point de vue organisationnel. Au-delà de l’aspect technologique (e.g. modernisation des systèmes d’information ou logistiques), nous nous interrogeons sur la dimension culturelle de la transformation de ces acteurs « historiques » (e.g. révision des modes de fonctionnement et de pensée au sein des organisations et auprès de leurs membres). Nous nous intéressons d’abord à l’émergence de l’omni-canal et soulignons le changement culturel qu’il requiert ; la culture organisationnelle permet ensuite d’appréhender ce que recouvre ce changement culturel ; enfin, dans le cadre d’une stratégie de marketing interne, le storytelling contribue à faciliter la mutation auprès des collaborateurs, premiers destinataires du changement. Nous mettons en oeuvre une étude de cas multiples pour explorer la manière dont la mise en récit du changement par les distributeurs permet de favoriser l’émergence et le déploiement d’une « culture omni-canal ». Nos résultats témoignent d’une convergence dans la manière dont le changement s’opère mais aussi dont les distributeurs le racontent au travers d’un « storytailing » commun, dessinant les prémices d’une « révolution culturelle » de la distribution. Celle-ci se traduit par une vision élargie de la notion d’omni-canal à celle « d’omni-commerce » et une volonté des distributeurs de définir leur agency. / Most retailers strive to reach the omni-channel ideal in order to meet new market requirements (i.e. evolution of consumer behavior and competition standards). In this study, we seek to understand how multi-/cross-channel retailers transform into omni-channel, from an organizational point of view. Beyond the technological aspect (e.g. modernization of information systems and logistics), we investigate the cultural dimension of the change in “historical” actors (e.g. overhaul of processes and ways of thinking inside organizations and among their members). First, we explore the emergence of omni-channel and outline the cultural change that it requires; then, we investigate organizational culture as a means to achieving such cultural change; finally, when formulating marketing strategy, we propose storytelling as an internal marketing approach with collaborators, who are often the first recipients of change. We conduct multiple case studies to explore the narrative of change whilst favoring the emergence and deployment of an “omni-channel culture”. Our findings show confluent results about the way retailers change and tell this story. Their narrative reveal a shared “storytailing”, shaping the premises of a “cultural revolution” in retailing. It is reflected in the proposition of a widened conception of omni-channel through “omni-commerce” and a wish for retailers to define their agency