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Smart Service Supply Chain and Just Walk Out Technology: A Netnographic Approach

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Innovations in Smart Cities Applications Volume 5 (SCA 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 393))

Abstract

Supply Chain Management (SCM) is further revolutionized by several major innovations especially in the field of integration of new information technologies. This is notably the case of Just Walk Out, developed by Amazon in the field of distribution. This new concept, combining an arsenal of sophisticated technologies, allows virtual customers labeling, checking items in the store, reverse echolocation of the customer by his or her location and analysis of the customer’s journey, etc.

So, how do Amazon’s store customers perceive the impact of Just Walk Out technology on their shopping experience and on the store supply chain? This is the main question of this research. Once the concepts of Service Supply Chain Management (SSCM) and Logistics distribution chain have been defined, by identifying the specificities of SSCM we will present the principle of Amazon Just Walk Out, focusing on its technical and managerial dimension, and its impact on SCM in terms of the digital supply chain and the shopping experience. Finally, we will explore, through a netnographic approach, how customers perceive this information technology on their purchasing experience. The analysis of the results reveals a certain enthusiasm for this technology, in terms of handling, convenience and freedom, but at the price of a feeling of embarrassment and doubt because of tracking and the over-control generated.

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Authors and Affiliations

  1. National School of Business and Management, Sidi Mohammed Ben Abdellah University, Fez, Morocco

    Badr Bentalha & Aziz Hmioui

Authors
  1. Badr Bentalha
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  2. Aziz Hmioui
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Editor information

Editors and Affiliations

  1. Faculty of Sciences and Techniques, Computer Engineering Department, Abdelmalek Essaadi University, Tangier, Morocco

    Mohamed Ben Ahmed

  2. Faculty of Sciences and Techniques, Computer Engineering Department, Abdelmalek Essaadi University, Tangier, Morocco

    Anouar Abdelhakim Boudhir

  3. Computer Engineering Department, Karabük University, Karabük, Turkey

    İsmail Rakıp Karaș

  4. Operations and Supply Chain Management, Wellington School of Business and Govern, Wellington, Wellington, New Zealand

    Vipul Jain

  5. Département Des Systèmes d'Information Organisationnels, Faculty of Business Administration. Laval University, Québec, QC, Canada

    Sehl Mellouli

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Bentalha, B., Hmioui, A. (2022). Smart Service Supply Chain and Just Walk Out Technology: A Netnographic Approach. In: Ben Ahmed, M., Boudhir, A.A., Karaș, İ.R., Jain, V., Mellouli, S. (eds) Innovations in Smart Cities Applications Volume 5. SCA 2021. Lecture Notes in Networks and Systems, vol 393. Springer, Cham. https://doi.org/10.1007/978-3-030-94191-8_18

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  • DOI: https://doi.org/10.1007/978-3-030-94191-8_18

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-94190-1

  • Online ISBN: 978-3-030-94191-8

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