ارائه مدل الماس قابلیت های بازاریابی دیجیتال در فروشگاه های زنجیره ای (رویکردی جهت ارتقای بهره وری)

محورهای موضوعی : مدیریت بازرگانی

طهمورث حسنقلی پوریاسوری ¹ , مریم اوسطی ² , محمد آقایی ³ , مسعود کیماسی ⁴

1 - استاد گروه مدیریت بازرگانی، دانشکده مدیریت، دانشگاه تهران، تهران، ایران
2 - دانشجوی دکتری گروه مدیریت بازرگانی، دانشکده مدیریت، دانشگاه تهران، تهران، ایران
3 - استادیار گروه مدیریت بازرگانی،دانشکده مدیریت، دانشگاه تربیت مدرس، تهران، ایران
4 - استادیار گروه مدیریت بازرگانی،دانشکده مدیریت، دانشگاه تهران، تهران، ایران

تاریخ دریافت : 1401/04/01 تاریخ پذیرش : 1401/05/26 تاریخ انتشار : 1402/10/01

کلید واژه: اعتماد مشتری, فروشگاه‌های زنجیره‌ای, بازاریابی دیجیتال, تجربۀ دیجیتال مشتری, قابلیت‌های بازاریابی دیجیتال,

چکیده مقاله :

هدف این پژوهش ارائۀ مدل قابلیت های بازاریابی دیجیتال در فروشگاه های زنجیره ای است؛ زیرا در سال های اخیرگرایش مشتریان به خریدهای آنلاین برای اخذ خدمات سریع و آسان تر و همچنین کسب تجربه های جدید، افزایش پیدا کرده و بازاریابی دیجیتال با مفاهیم و واژه های جدیدی نظیر مارتک، فیجیتال و فناوری های بعدی گره خورده است. ولیکن چالش ها و ریسک هایی که در خریدهای غیرحضوریِ دیجیتال وجود دارد ممکن است سبب عدم اعتماد و یا به طور کلی عدم تجربه لذت بخش برای مشتریان باشد و باعث انصراف آن ها از خرید گردد. علیرغم اهمیت این موضوع، مدلی برای قابلیت های بازاریابی دیجیتال در فروشگاه های زنجیره ای وجود ندارد تا مدیران این فروشگاه ها بتوانند ضمن شناسایی این چالش ها و حساسیت ها برای رفع و یا کاهش آن ها برنامه ریزی و یا مزیت رقابتی شان را در این حوزه شناسایی کرده و با ارتقای بهره وری، سبب ایجاد تجربه ای لذت بخش برای مشتریان شوند. روش اجرای این پژوهش، کیفی است. به این ترتیب که با روش کیفی داده بنیاد-ره یافت ظاهر شونده با دوازده نفر از خبرگان بازاریابی، فناوری اطلاعات و فروشگاه های زنجیره ای کشور، مصاحبه های نیمه ساختار یافته صورت پذیرفت، سپس کدگذاری ها با استفاده از نرم افزارMaxqda انجام گرفت.همچنین با مرور نظام مند پژوهش های گذشته براساس فرآیند سه مرحله ای ترنفیلد و همکاران(2003) برای غنای ابعاد استخراج شده از مصاحبه ها، پرداخته شد و براین اساس، مدل الماس قابلیت های بازاریابی دیجیتال در فروشگاه های زنجیره ای ارائه گردید که شامل پنج بعد قابلیت مارتک-فناوری های نگهدارنده، قابلیت مارتک-فناوری های تحول آفرین، قابلیت شبکه ای، قابلیت روابط دیجیتالی و قابلیت بازاریابی بهترین اقدام بعدی می باشد که همگی منتج به تجربه دیجیتال مشتری خواهند شد. از میان ابعاد فوق، بعد قابلیت مارتک-فناوری های تحول آفرین به دلیل وجود مؤلفه های مهمی نظیر بلاک‌چین و هوش مصنوعی و بعد قابلیت بازاریابی بهترین اقدام بعدی به عنوان فراقابلیت در نظرگرفته شدند.

چکیده انگلیسی:

The present study is an attempt to present a model of digital marketing capabilities in chain stores since, in recent years, customers tend to shop online to gain faster and easier services as well as new experiences, and digital marketing is tied with new concepts and terms such as Martech, Figital and Next technologies. However, the challenges and risks inherent in online digital shopping can erode trust and lead to subpar customer experiences, prompting shoppers to withdraw from the platform. Despite the importance of this issue, there is no model for digital marketing capabilities in chain stores so that the managers of these stores can identify their strengths and weaknesses, as well as their competitive advantage in this area. In this qualitative study, semi-structured interviews were conducted with 12 experts in marketing, information technology and chain stores of the country, using the qualitative data-based approach (Glaser), which was followed by open, selective and theoretical coding of the data using Maxqda software. Moreover, a systematic review of the previous research was done to enrich the dimensions extracted from the interviews, and based on this, the diamond model of digital marketing capabilities in chain stores was presented, which includes five dimensions: Martech Capability-Maintenance Technologies, Martech Capability-Transformational Technologies, Networking Capability, Digital Relations Capability and Marketing Capability for the Next Best Action, all of which result in the digital customer experience. Among the above mentioned dimensions, martech-transformative technologies due to the existence of the important components such as blockchain and artificial intelligence and the dimension of Next best action marketing are called meta-capabilities. Chain stores, using this model, can measure the level of their digital marketing capabilities and plan to achieve their desired situation.

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