Master of Business Administration

Student Details ( Student should fill the content)

Name Kasun Indika Hinguruduwa
Student ID (UWIC ID and ICBT ID) Cardiff Met ID : ICBT ID : CL/CARDIFFMB/16/158
20146210
Scheduled unit details
Unit code MBA 7000
Unit title People & Organizations 2
Assignment Details
Nature of the Assessment REPORT
Topic of the Case Study GIVEN
Learning Outcomes covered YES
Word count 5,051
Due date / Time 26.08.2018 / 4.00PM
Extension granted? (For Office Yes No
use only)
Declaration
I certify that:
 This assignment is my own work, based on my personal study and/or research.
 I have acknowledged all material and sources used in the preparation of this assignment.
 Neither the assignment, nor substantial parts of it, has been previously submitted for assessment
in this or any other institution.
 I have not copied in part, or in whole, or otherwise plagiarized the work of other students.
 (If this work is submitted as the work of one person) I have not engaged in collusion in the
completion of this piece of work
 I have read and I understand the criteria used for assessment.
 The use of any material in this assignment does not infringe the intellectual property/copyright of
a third party.
 I understand that this assignment may undergo electronic detection for plagiarism, and a copy of
the assignment may be retained on the database and used to make comparisons with other
assignments in future.
Signature Kasun Hinguruduwa Date 24.08.2018
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For Office use only (hard copy assignments)

Receipt Received by
date
Assignment Type & Title: People & Organizations 2 - MBA 7000
For student use: Critical feedback on the individual progression towards achieving the assignment
outcomes
I have referred many materials pertaining to the assignment and taken sound knowledge. Further
I have suggested of how the latest technology can contribute to the growth of an organization by
being more customer convenient and how proper human resource management approaches can
lead the organizational development in today’s and future context. The techniques which were
taught during the semester on change management culture was used to overcome the human
resources issues.
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Executive Summary

Technology has brought the world to the human palm. This report clearly serves as an example
of how the latest technology can contribute to the growth of an organization by being more
customer convenient and how proper human resource management approaches can lead the
organizational development in today’s and future context.

The report provides a clear identification and analysis of the technology which could be
embraced in the “Keells supermarket chain” in the next 5 years and it also provides a
comprehensive theoretical analysis with regard to change management approaches of people and
their role in the organizations.

The first section of this report provides a critical analysis on new technology that can be
implemented in the organization.

Second section elaborates the potential, factual and realistic situation of the organization’s
challenges and issues in embracing these types of technology.

Third section provides practical solutions and approaches to build a positive atmosphere in the
organization. Solutions were focused to sustain the motivation level, positive climate and culture
within the organization using change management techniques.

Finally conceptualized conclusion is provided.

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Table of Contents

Executive Summary .................................................................................................................................... 4

1. Introduction to the organization: ...................................................................................................... 6
2. Technology that can be employed in Keells Supermarket in the next five years: ......................... 7
a- Use of Pepper Robot for Sales and CRM Applications: .............................................................. 7
b- Conversica: ...................................................................................................................................... 8
c- Logistics and delivery domino robotic units:................................................................................ 8
d- Amazon Drones and payment services: ........................................................................................ 9
3. Challenges and issues the company may face by embracing these types of technology. ............ 10
4. Cultural tolerance through change management: ......................................................................... 12
a- Motivation and maintaining a positive climate within the organization.................................. 13
b- Staff training for a secure payment system: ............................................................................... 16
c- Careful selection of technology keeping in view the needs of business and capacities of the
staff:........................................................................................................................................................ 17
5. Concluding Remarks: ....................................................................................................................... 19
6. References .......................................................................................................................................... 21

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1. Introduction to the organization:

Keells supermarket is one of the leading retail store chains in Sri Lanka that is catering affluent
demographics. This retail chain is owned by John Keells holdings and is involved in business
operations in different parts of the country. More than 60 stores of this company are located in
the suburbs of Colombo and other parts of the Sri Lanka. The company is aware that the
customers of the retail businesses are becoming more demanding with the passage of time and
they have more choices hence the chance of competition for the company is higher. The
management is trying to provide widest possible choices of products to its customers. Investment
is being done and initiatives are taken to turn it into higher sales. Outlets of keells supermarket
are known for its efficient supply chain activities that have allowed the company to raise its
earnings. In the past four years the company has met the volume targets and investment is being
done in new stores that are yielding returns accordingly. In June quarter of 2014 the company
made net profit of 49 million. Quarterly profits of the retail chain declined in the past because
VAT (value added tax) was imposed in the supply chain. This caused shrinkage of the profit
margins. However the ability to increase supply chain activities and making the system more
effective has helped the company regain its profits (Keells super store, 2018).

The management of the company is well-aware of the fact that people are using their
smartphones, tablets and PCs to shop from retail stores. Initiatives are being taken by the
company to act as a technology trend setter in the country. Since the time of its establishment the
company has gained benefits of the technology. In 1996 the Keells was the first retail
supermarket that started using barcodes. Hand-handled devices are being used since 2006 in the
store. Later in 2013 it launched its e-commerce business website. Efforts are directed to enhance
experience of the existing customers and attract more and more new clients to the stores. Modern
technology is going to be employed in future as well to delight customers more. Keells
supermarket is known for active incorporation of innovative techniques in the business system.
Not only its supply chains are tightened and faster but at the same time it also plans to reduce
human interventions in its activities. The supply chain of the company has fewer touch points.
Human involvement is becoming less with the passage of time and automatic systems of
activities are being employed. Local population is being attracted with the fresher offerings.
Chances are given to customers to get their hands on various promotional offers. Recently, the
company has launched mobile apps and has become the first supermarket in Sri Lanka to do so.
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Both Android and iOS platforms have been utilized. Popularity of the store has increased with
the introduction of this app and more than 3,000 downloads have been reported since the launch
date (Keells superstore, 2018).

2. Technology that can be employed in Keells Supermarket in the next five

years:
Artificial intelligence has created new ways through which product’s cycles are determined.
Several activities such as assembling of products, after sale services, selection of items from
suppliers and data processing through latest technology helps the company to stay ahead of its
competitors. Some important technologies that can be employed in the divisions of keells
supermarket chain are sales and CRM application, manufacturing, logistic, delivery, customer
recommendations and payment services areas.

Here is an overview of these services:

a- Use of Pepper Robot for Sales and CRM Applications:

Pepper robot can be used by keells supermarket that has already been employed by Softbank
telecom operations and various other companies in Japan. This is a kind of humanoid robot that
not only is receptive to human emotions but also interacts with customers. It has been used in
Japan’s stores and has become popular because of its ability to enhance sales and customer
traffic in various retail sites. Some stores of Japan such as Santa Monica experienced 70 percent
increase in customer traffic and Alto also showed 50 percent increase in customer traffic.
Keeping in view the success levels of the Pepper robot, Nestle Japan also announced that it is
going to employee 1000 Pepper robots in its stores. The ultimate purpose is to boost sale and get
work precisely without human error (Soliman, 2011).

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b- Conversica:
Conversica is another customer sale assistant software that can be employed in the system of
Keells supermarket in the coming years. This is a system which helps to automate sales. It aids in
identification of processes and generate conversation with internet leads. With this software
sound messaging is done in an immediate manner. Engagement of the customers increases as
they can get relevant answers of their queries. This software has been employed to cross sell the
existing leads. It has been already used in Boch Automotive and resulted in 60 percent increase
in the sales (Moukas, 2013).

c- Logistics and delivery domino robotic units:

Delivery and logistics is an important aspect of the retail store operations. On time availability of
the required goods on shelves and ability to offer delivery to customers in a short time interval is
needed to be assured. Amazon is known to be a pioneer in this area. Domino robotic units are
employed by various retail stores that can help assuring proper logistics and delivery at a short
tome period. In the next few years this technology will be employed by most of the retail stores.
Domino robotic units has the ability to deliver goods on proper temperature and by following an
appropriate travelling path. This has already been used in Belgium, France and Germany
(Soyanove, 2013).

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d- Amazon Drones and payment services:

Amazon is known as the pioneer of using latest technology in making its logistic system more
effective. Drones of amazon have gained popularity all over the world. The company has taken
an innovative step to deliver goods to its customers in a record time period across America. This
is an ideal technology to be used in keells supermarket. It will help in transporting and delivery
on customer orders on time and these orders will be received and pay will be done online. This
transportation system may become priority of most of the retail stores all over the world in
coming year. Goods such as food, drinks, groceries, clothes, books and shoes can be delivered at
customer doorstep with the help of these drones. If this technology is employed in keells
supermarket, it is going to assure a competitive advantage for the store management (Zhou,
2014).

Amazon is also employing an Amazon Go service where it has become able for the customers to
save time of billing. They have to just pick the item they need, put it in their basket and they are
charged automatically for it. This kind of technology looks to be highly attractive in the current
era where everyone is becoming busier. Keells supermarket chain can also use sensor tracks to
find what objects are being put in the basket and this will make payment automatic (Miguel,
2016).

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3. Challenges and issues the company may face by embracing these types
of technology.
Various companies that have employed latest technology in their system have only been able to
get maximum advantage of it with the maximum support of their employees. In such a situation
change management becomes important. Technology acts as a double edged sword. Sometimes
many companies try and fail because of lack of planning and ability of the staff to adjust with the
change. Systems also fail to meet the expectations in such cases. There are a lot of barriers that
are needed to be overcome before getting advantages of latest technology as industrial drivers
and these barriers mainly involve staff related issues.

The idea of robotic sales seems to be attractive; it can help in gaining precise sales results
without offering chances of error in the system. There are various international stores that have
already employed Pepper robots in their system. However, technological incorporation comes
with challenges as well. Once this strategy is employed it is going to remove the existing staff
from their job position. Robots will replace the humans and this might result in a lot of agitation
amongst workers. They may develop a fear of job loss. In other cases, they might find it hard to
get transferred from one place to another. Skill development becomes the main source of concern
with job transfer.

Conversica application in the Keells supermarket can be of great help as it will enhance follow
up of the marketing leads, at the same time the efforts to generate more leads also go in vain. In
the present case application of Conversica can be helpful. However, the company will have to
assure that the staff is able to make itself familiar to the application. Capturing of customer data
from conversica needs technical support from the IT staff. It has to be sent back to the data bank
and its analysis is done to maintain customer behavioral reports. Although such first-hand
information can be very powerful reference for the sale team. These teams should be experienced
enough to make progress about relevant product offerings by generating customized products.

In order to make domino robotic units an integral part of the business there is a need to make
sure that commercial trials are conducted and government’s authorities are called for legislative
requirements meetings. The staff is also needed to be trained a little about the graphical
programming tool that gives access to enter the instruction for the robot. After getting these

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instructions they analyze the entire scenario and become able to work without human interaction
in different domains (Grewal, 2017).

Amazon drones use for delivery of goods at the customer door step create and ideal situation.
Keells supermarkets can get a lot of monetary benefits if this technology is employed. However,
this might be challenging as well. Air controlled movement is needed to be monitored by the
staff of the company. This might also come with a lot of training and learning challenges at the
part of the staff as well as the management. The company will also have to make policies of
parcel delivery. Staff should know that they have to follow these policies and procedures to
avoid any kind of risk. This also needs coordination of workers with aviation agencies. Their
support might be needed to train worker make the plan successful. Updates are needed as to how
this technology can be made less intrusive and safer.

Automatic payment services come with a lot of attraction but its implementation is also not
without barriers. There are various technological glitches that are needed to be overcome before
allowing the system to work in the convenience stores. Purchase processing might become a
hassle for the management if these glitches are not addressed by bringing a suitable cultural
change in the system.

As with other cases, AI application in the system also comes with a lot of challenges. Bigger
individual payers have already encountered those challenges and some of them have met the
solutions as well. Leading industry players have used culture changing frameworks and
techniques that can help them stay safe and get the maximum out of the technological application
in their system. Retailers such as Keells supermarket needs to look for the hints as the next step
as to which solution is best and how it can be employed in the system. Ideas can be sought from
these retailers and chances of success in the system can be increased to a great extent.
Companies can also employee their own ideas and strategies to get the maximum out of one
application. For this sake there is a need to look more closely into the successful AI cases such as
Amazon, eBay and others. This will aid in finding solutions to the problems and chances of
profitability will increase. Research, training and development activities can also be enhanced
within the company

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4. Cultural tolerance through change management:

Cultural tolerance is needed to be developed within the organization to assure maximum level of
performance with acceptance. It is needed to be understood that a system might look
probabilistic but it may take time to improve and along with the needs of the company. Initially
results can be disappointing and people might find it difficult to get maximum out of a new
technology. However there is a need to put emphasize on the change management approaches.
Individuals in the company should understand that they have to adopt an agile methodology to
seek improvement in the system. A new technique cannot be rejected only because of its low
output performance. Instead there is a need to look into the core framework. The implementation
of any new technology should be communicated to staff. Items such as status, benefits, training
and expectations should be clearly provided to them. Along with the “what” of the change, the
“why” should be emphasized to provide staff with an understanding of the changes that are going
to occur and what will be expected of them. To do this effectively the nature of change should be
defined and why it is important to the users and is helpful if this definition explains how the
change will affect the individuals both personally and professionally (Ryan, 1992). This message
can be provided in various ways depending on the organization and the methods they have for
communication. People should be made aware before the implementation of a technology so they
are ready to adopt it. Commercial viability of the system should be checked and training of
individuals within the organization must be done. At an early stage of development some
disappointing things might happen and it might need change in design and framework. Cultural
factors should also be considered and commitment must be sought within the organization to
enhance sharing and learning. The system improves over the period of time when an
organization starts to adopt it and work accordingly to the needs of a new technology (Naqvi,
2017).

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a- Motivation and maintaining a positive climate within the organization

Do this &
you will get I really want to
an do this
Due to external party

incentive

motivation
Due to self
Intrinsic
Extrinsic

pressure

Do this or I really don’t

you will be want to do
sacked this

Negative

Motivation away from something

(Author’s work 2018 based on R Yapa,)

Keells supermarket should find a way to motivate the people in working with the new implementations
and technology to build a positive climate within the organization. It is a natural situation that people
belong to all four quadrants, exists in an organization. Motivational actions should be taken in
order to change the mindset of the people to be intrinsically motivated. According to Deci and
Ryan (2000), intrinsic motivation mentions as, to do something because it is should be
interesting and enjoyable. A clear identification needs to be done that meeting lower-level needs
also known as extrinsic or hygiene factors will only stop employees from becoming actively
dissatisfied. In order to motivate employees higher level needs such as intrinsic or motivation
factors must be supplied. Also Yusoff et al,(2013) stated when employees are well satisfied by
motivational needs the productivity and the efficiency levels will improve. He stated that
extrinsic factors only permit employees willingness to work while Intrinsic Factors will decide
their quality of work. Therefore in order to create a positive sustainable growth along with the
intrinsic factors friendly motivating working environment needs to be maintained.

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1. Motivstors 2. Hygiene factors

Achievement Pay and benefits

Recognition Company policy & administration

Responsibility Relationship with co-workers

Career advancement Quality of Supervision

Perosnal Growth Job Security

Working conditions

Herzberg Two factor Theory

(Author’s work, 2018 based on R Yapa)
Diagram shows how the Herzberg two factors motivational factors which clearly indicate level
of motivation with performance of an employee that motivators actually helps in motivating
certain individuals whereas hygiene factors can also help to stop de-motivation but unable to
create self-motivation (Yusoff et al,2013).

Kurt Lewin’s 3 step model can also be take in to practice in Keells supermarket to describe the
process of change.

Unfreeze Transition Freeze

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(Author’s work based on 2018)

The first step in the process of changing behavior is to unfreeze the current situation. Unfreezing
can be achieved by combining the driving forces and preventing forces thereby moving to the
existing equilibrium. Activities should be arranged by the organization to motivate participants
through preparing them for the change, explain the benefits of the system and made them
actively participate in recognizing issues to build trust in them.

Driving Forces Restraining Forces

Implementing new Technology

Customer value addition

Job insecurity

Improve efficiency

Equilibrium Fear for Technology

Improve accuracy

Initial Equipment cost

Fixed cost reduction

Consultants’ resistance

Potential online customers

Figure 1- Force field analysis

(Authors work 2014 based on Deragon 2007)

In order to move to the equilibrium each driving force were matched with restraining force.
Customer value addition was matched with consultant’s resistance, initial equipment cost with
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fixed cost reduction and intended sales due to potential online customers, Job insecurity was
reduced through improving efficiency as an individual, fear of technology was reduced through
improving accuracy by rigorous trainings.

In transition stage it is important to persuade the employees to be positive. Employees can be led
by powerful leadership to work as a team and also changes should be implemented through
precise trainings by expatriates, ralevent changes were made in job roles, streamlined
Departments etc.

Finally refreezing should be done after the technological implementation in order to sustain. The
driving forces and the restraining forces should be well balanced in this stage to gradulally
achieve the planned results.

b- Staff training for a secure payment system:

Automatic payment system seems to be very attractive. It not only reduces errors caused by
human involvement but at the same time, chances of improved outcomes also increase. Fraud
and payment security has been a thing of great concern for the companies all over the world.
Payments are made from fake accounts and the loss has to be tolerated by the company. This
makes situation very critical. Instead of getting benefits of the new technology is becomes hard
to maintain proper business practices. These issues can be solved by exploring new techniques
that have allowed companies to work in a batter way. Before implementation of this system it is
critical to assure that staff is aware of the drawbacks of the system. Secure practices can be made
possible if staff is able to find the loopholes and gap in the system and fix them on regular basis.
A study has indicated that staff training and related security measures in the system of the
companies using PayPal have allowed reduction in fraud by a level of 0.32%. As a result the
revenue of the companies has increased, security threats have also been overcome successfully in
retail companies that use automatic payment system. Similar techniques can be used by Keells
superstore to assure the use of techniques are monitored and safe (Herfor, 2017).

Despite all above measures, still there is a dire need to stay vigilant in the system so chances of
fraud and failure can be reduced to a great extent. For instance if supercomputer system is
flawless and everything is being done as intended, still there can be a hacktivist or a warring
nation state that may invade in the protected system and take advantage of the gaps and
loopholes. Technology is a double edged sword and companies that are planning to adopt latest
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techniques must be able to make themselves aware of the shortcomings and dangers they can
face out of some new applications. Research and development activities should be continued and
chances of interruption must be checked on regular basis (Efendigil, 2008).

c- Careful selection of technology keeping in view the needs of business and capacities
of the staff:
Along with the above, project selection should be done in accordance with the need and
capacities of staff. Keells supermarket cannot just adopt an AI technique because it is being
employed by all the retailers in the world, instead there is a need to undertake analysis of drivers.
For this sake, techniques that have promised capabilities can be employed and those without
possible solutions of implementation can be ignored. The management of Keells supermerket
needs to think deeply as to what technological solution is needed. For this aske business problem
should be analyzed and research should be done to think whether or not the staff is able to
achieve efficiency with the new applications. Value drivers that can be taken into account in this
regard include cost improvement, customer experience enhancement, and reduction in human
error and efficiency gains. Batter insight can be developed with the help of research teams
incorporated in the staff. Cognitive data analysis techniques can also be employed. For instance,
companies that do not have to sort out complex data on regular basis might not need a tech
solution for data mining. While on the other hand businesses where a lot of classification of data
is required according to customer needs, this new solution can prove to be highly useful. There is
also a need to evaluate outcomes of the system. Barriers that can be overcome with technology
should be highlighted and only those solutions must be used that are critically important for the
company. In addition to this, an AI framework should be created before getting output from the
system. This AI framework will help in finding ways and means through which maximum
advantage of a system can be gained keeping in view the requirements of the system (Oreski,
2012).

Employees in the present case will need to rebalance their old profit and loss equations. They
have to assure that the experience of customers might not become negative because of staff
related issues. Change management is needed by adjusting the culture of the system. Brining
more technology to the store will only become successful if workers are ready to accept it and
change their behaviors according to the needs of the business. As long as the case of data

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management applications is cornered the staff must be made aware of the need of the system.
Acceptance of the new system can only be generated if workers understand how they are going
to benefit from the new data sources. Information about inventory and the way customers behave
in stores is going to supplement the actions of workers. They will develop an actionable insight
into their work after which it will be possible for them to get more out of their efforts.

The management of the store needs to understand that there can be many questions in the minds
of their staff. They should know that why the organization is interested in exploring new areas of
business technology. New store concepts should be made clearer to the staff. The issues in
understanding can be resolved with the help of training sessions. These sessions must be planned
according to the needs of the system. Only those candidates who are concerned should
participate in those training sessions. Benefits from the technological implementation can only
be gained if staff is able to move with great caution keeping in view the new technological
application.

Staff can also be involved in the change management process by skills development activities.
When people know that they are acquiring new capabilities they develop a sense of satisfaction
in their own. They understand that their market value is improving and chances of getting new
jobs are also increasing. Versatile skill set developed by workers becomes a source of motivation
for them. They learn to get into the system eagerly. It is also important to gauge the potential of
staff members to make them able to adjust in a new position. Sometimes, wrong selection for
training and development may become a cause of failure. In the present case, young workers can
be hired and given a chance to maintain a good level of knowledge by transferring their skills
and learning to implement them at a new place.

Niranjanamuthy, (2014) also writes that retailers who are planning to implement AI in their
business need to identify the opportunities where their previously working staff can be shifted.
Keeping in view this, they can manage roles and train people. Staff must understand how it will
take way the lazy side of their work. They will come to know that their abilities to focus more on
necessary skills will improve; they will also become able to take up interesting and creative
challenges.

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5. Concluding Remarks:
There are some AI applications that offer highest likelihood of adoption in retail business.
Broader applications should be used and they will offer hardline return on investment to their
users. Chances of adoption of systems and tools that are more efficient will increase in near
future. Company’s operations that will be governed through AI procedures include customer data
management, reducing packaging costs, touch point reductions in the supply chain and chances
of relocation of lost packages. This may take some time because bottom-line focus on machine
learning may not be as quick as it should be. Many industrial executives are not comfortable with
the application of new AI techniques because of the technological barriers involved in their
applications. At the same time there are a lot of challenges that are unique to each AI technique.
These challenges should be explored and bigger industrial players can take a chance to enhance
AI use and access.

The above account has revealed that companies that are able to adopt cutting edge technologies
are in a better position to make profits. They not only allow their system to work efficiently but
at the same time chances of human error also reduce to a great extent. Customer data is collected
and analyzed to make changes according to the needs. Customized products are prepared and
offered to customers that enhance their interest in the retail business. AI revolution is going to
occupy most of the space in the system. Best AI technologies will be employed in future that will
help cater large data columns and this may happen in coming three to four years. Activities such
as logistics, manufacturing, supply chain management and customer service will be governed by
AI in retail stores.

And the same time cultural tolerance is needed to be developed within the organization to assure
maximum level of performance with acceptance. It is needed to be understood that a system
might look probabilistic but it may take time to improve and along with the needs of the
company. Initially the results can be disappointing and people might find it difficult to get
maximum out of a new technology. However there is a need to put emphasize on the change
management approaches. Individuals in the company should understand that they have to adopt
an agile methodology to seek improvement in the system. A new technique cannot be rejected

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only because of its low output performance. Instead there is a need to look into the core
framework. The implementation of any new technology should be communicated to staff. Items
such as status, benefits, training and expectations should be clearly provided to them.

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6. References
Efendigil, T., Önüt, S., & Kongar, E. (2008). A holistic approach for selecting a third-party
reverse logistics provider in the presence of vagueness. Computers & Industrial Engineering,
54(2), 269-287.
Grewal, D., Roggeveen, A. L., & Nordfält, J. (2017). The future of retailing. Journal of
Retailing, 93(1), 1-6.
Herfors, D. (2017). PayPal options for online purchases.
Keelss super store, 2018, https://www.keellssuper.com/
Inman, J. J., & Nikolova, H. (2017). Shopper-facing retail technology: a retailer adoption
decision framework incorporating shopper attitudes and privacy concerns. Journal of Retailing,
93(1), 7-28.
Moukas, A., Kaskavelis, C., Kontarinis, D., Nassiakou, M., Tsakalos, K., Giannakis, K., ... &
Tzikas, I. (2013). U.S. Patent No. 8,401,887. Washington, DC: U.S. Patent and Trademark
Office.
Miguel, J. C., & Casado, M. Á. (2016). GAFAnomy (Google, Amazon, Facebook and Apple):
The big four and the b-ecosystem. In Dynamics of Big Internet Industry Groups and Future
Trends (pp. 127-148). Springer, Cham.
Naqvi, A. (2017). Competitive dynamics of artificial intelligence economy: The Wicked Problem
of cognitive competition. Journal of Economics Library, 4(2), 187-193.
Niranjanamurthy, M. (2014). E-commerce: Recommended online payment method-Paypal.
International Journal of Computer Science and Mobile Computing, 3(7), 669-679.
Oreski, S., Oreski, D., & Oreski, G. (2012). Hybrid system with genetic algorithm and artificial
neural networks and its application to retail credit risk assessment. Expert systems with
applications, 39(16), 12605-12617.
Soliman, H. S. (2011). Customer relationship management and its relationship to the marketing
performance. International Journal of Business and Social Science, 2(10).
Stoyanov, T., Mojtahedzadeh, R., Andreasson, H., & Lilienthal, A. J. (2013). Comparative
evaluation of range sensor accuracy for indoor mobile robotics and automated logistics
applications. Robotics and Autonomous Systems, 61(10), 1094-1105.
Zhou, T. T., Zhou, D. T., & Zhou, A. H. (2014). U.S. Patent Application No. 14/285,659.

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