https://pubsonline.informs.org/page/serv/calls-for-papers
Retail plays a central role in contemporary economies, shaping consumer experiences, driving innovation, and influencing sustainability across supply chains. With the growth of e-commerce and omni-channel strategies, retail operations have become increasingly complex, particularly in warehousing, store operations, and last-mile logistics. Efficient, responsible, and resilient retail services are vital not only for economic performance but also for societal well-being, as they directly influence employment, community engagement, and access to goods.
Despite advances in technology and automation, people remain indispensable across retail and last-mile logistics—from store associates and warehouse workers to delivery personnel. Their skills, motivation, and satisfaction have a direct impact on operational efficiency, customer experience, and organizational adaptability. Yet, traditional operational models often underemphasize the human dimension, focusing primarily on cost, speed, and process optimization. Recent research highlights that people-centric operational strategies enhance both business performance and social sustainability (see, e.g., Corbett (2024), Dai and Tang (2022), Roels and Staats (2021), Ton (2014)).
Prioritizing employee well-being, participatory decision-making, and skill development not only boosts employee retention and productivity but also fosters an ethical and inclusive work environment. Beyond internal operations, responsible retail practices have direct implications for customer interaction and brand perception: socially responsible operations—such as fair labor practices in last-mile delivery or safe working conditions in warehouses—can strengthen customer trust, enhance brand loyalty, and inform sustainable marketing narratives. Fostering employee engagement and well-being shapes how staff interact with customers, ultimately affecting customer behavior, satisfaction, and loyalty. By integrating people-centric practices, retail operations can simultaneously enhance organizational performance, social responsibility, and positive customer experiences.
The special issue will solicit research papers that explore the various aspects of people-centric design and practices in the retail sector. We invite contributions that explore people-centric approaches in retail operations and last-mile logistics, including but not limited to:
Papers can use analytical, empirical, experimental, or qualitative methods that align with the general scope of Service Science. This special issue highlights the cross-disciplined nature of service science. Papers that fail to demonstrate how integrating social and human considerations can foster both operational excellence and sustainable value creation will not be considered for this special issue.
All submissions should be submitted via Service Science online submission system: https://mc.manuscriptcentral.com/serv. All submissions will be subject to the journal's standard peer review process. Criteria for acceptance include originality, contribution, and scientific merit. For submission guidelines, please visit the journal's home page to learn more: /page/serv/submission-guidelines.
The estimated timeline of this special issue is as follows:
We look forward to receiving your submissions and advancing the discourse of Service Engineering and its impact on service design and optimization.
Corbett CJ (2024) OM forum—The operations of well-being: An operational take on happiness, equity, and sustainability. Manufacturing Serv. Oper. Management 26(2):409–430. https://doi.org/10.1287/msom.2022.0521
Dai T, Tang C (2022) Frontiers in Service Science: Integrating ESG measures and supply chain management: Research opportunities in the postpandemic era. Service Sci. 14(1):1–12. https://doi.org/10.1287/serv.2021.0295
Roels G, Staats, BR (2021) OM forum—people-centric operations: Achievements and future research directions. Manufacturing Serv. Oper. Management 23(4):745–757.
Ton Z. (2014) The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost Profits. New Harvest, New York, NY.