Management of innovation and sustainable development of FMCG across omni-channels

Abstract

This paper attempts to provide an insight into the management of innovation and sustainable development of FMCG across omni-channels by shoppers in Thailand. The theoretical model was generated from the triangulation of three models based on the touchpoints of product, satisfaction, online trust & loyalty, offline trust & loyalty, and sustainable consumption. The models utilized in this study are IS success model, loyalty model and sustainable consumption model. The study used structural equation model (SEM) technique with AMOS program that consist of FMCG Shoppers on online and offline platforms with 369 respondents across Thailand. The study hypotheses were accepted, and the findings shows that most customers want to purchase products or services confidently, promptly, and easily from trusted online shops and such relationships can translate into offline benefits for the shops. The researchers recommend that brands must be honest to their customers and consider their customer benefits in all management decisions incorporating omni-channels across different platforms.