Technological Empowerment vs. Humanistic Service: A Comparative Study on Hema and Pang Donglai’s Retail Transformation

Abstract

Due to the profound impacts of the novel coronavirus, the global economy has slowed significantly, and the physical retail sector has encountered unprecedented challenges, including declining consumer traffic, supply chain disruptions, and intensified competition from online platforms. Against this backdrop, this study analyzes the strategic responses adopted by traditional retail industries to address these disruptions. By employing case study and comparative analysis methods, it examines the transformation strategies of two representative retail brands. The findings indicate that Hema emphasizes technological empowerment, utilizing big data analytics to monitor and predict consumer preferences, thereby offering more convenient, customized, and efficient services to strengthen competitiveness. In contrast, Pang Donglai highlights the importance of delivering comprehensive humanistic care, creating a consumer-centered environment that enhances satisfaction, loyalty, and overall well-being. Collectively, the results suggest that traditional retailers can achieve sustainable and rapid transformation by simultaneously advancing technological empowerment and humanistic care, thereby balancing operational efficiency with improved customer experience in a post-pandemic context.