Fee or free? Re-think the role of service fees in omnichannel retailing after the pandemic
(2025)
Journal Article
Lu, F., & Li, G. (online). Fee or free? Re-think the role of service fees in omnichannel retailing after the pandemic. Journal of the Operational Research Society, https://doi.org/10.1080/01605682.2025.2451117
Many UK high-street retailers leverage their brick-and-mortar stores to implement omnichannel strategies. This strategy drives online traffic into stores by allowing online customers to collect in-store. Due to the COVID-19 pandemic, retailers have e... Read More about Fee or free? Re-think the role of service fees in omnichannel retailing after the pandemic.