Unmanned store as an innovative retail format – a post-pandemic perspective

Abstract

The emergence of new retail formats is a symptom of the innovativeness of commercial enterprises, which in various ways try to adapt to the changes taking place in their environment. Among the factors that may have triggered the development of innovative formats, the Covid-19 pandemic is also mentioned. The aim of the article is to identify the specifics and premises of introducing a self-service store and to determine the components of this innovative format in the context of creating value for the customer also in the post-pandemic time. The article was prepared, m.in, based on the analysis of literature on the subject, industry reports and the results of direct research conducted in 2020 using the on-line survey technique among 1045 consumers. Unmanned stores are the retailers’ response to customer expectations regarding the availability of a commercial offer in a convenient location and at a convenient time – proximity to the place of sale, and during the pandemic, additionally health safety of the place of shopping. In the post-pandemic period, they are particularly dedicated to customers expecting innovative solutions, allowing them to reduce the costs associated with shopping time.