Does delivery service differentiation matter? Comparing rural to urban e-consumer satisfaction and retention
(2022) In Journal of Business Research 142. p.476-484- Abstract
- In the context of continuously growing e-commerce and the rising global count of e-consumers, e-retailers and logistics service providers need to differentiate and tailor their offerings to refine their operations and meet e- consumers’ needs. This study investigates how e-consumers’ residential-area type affects the satisfaction with delivery services and reuse intentions in relation to e-consumers’ ability to choose between delivery options. The aim was to explore and compare rural e-consumers to urban ones and conclude whether the service fitting can be performed without satisfaction loss. The results showed that for e-consumers from rural residential areas, the availability of different delivery options did not translate into greater... (More)
- In the context of continuously growing e-commerce and the rising global count of e-consumers, e-retailers and logistics service providers need to differentiate and tailor their offerings to refine their operations and meet e- consumers’ needs. This study investigates how e-consumers’ residential-area type affects the satisfaction with delivery services and reuse intentions in relation to e-consumers’ ability to choose between delivery options. The aim was to explore and compare rural e-consumers to urban ones and conclude whether the service fitting can be performed without satisfaction loss. The results showed that for e-consumers from rural residential areas, the availability of different delivery options did not translate into greater satisfaction with the delivery service and reuse intention, while for urban residents, service diversity was linked to greater satisfaction. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/864058bb-3c09-4875-abce-9fdc5a151d28
- author
- Vakulenko, Yulia LU ; Arsenovic, Jasenko LU ; Hellström, Daniel LU and Shams, Poja
- organization
- publishing date
- 2022
- type
- Contribution to journal
- publication status
- published
- subject
- in
- Journal of Business Research
- volume
- 142
- pages
- 476 - 484
- publisher
- Elsevier
- external identifiers
-
- scopus:85122507142
- ISSN
- 0148-2963
- DOI
- 10.1016/j.jbusres.2021.12.079
- language
- English
- LU publication?
- yes
- id
- 864058bb-3c09-4875-abce-9fdc5a151d28
- date added to LUP
- 2022-01-10 14:27:11
- date last changed
- 2022-04-25 18:15:04
@article{864058bb-3c09-4875-abce-9fdc5a151d28,
abstract = {{In the context of continuously growing e-commerce and the rising global count of e-consumers, e-retailers and logistics service providers need to differentiate and tailor their offerings to refine their operations and meet e- consumers’ needs. This study investigates how e-consumers’ residential-area type affects the satisfaction with delivery services and reuse intentions in relation to e-consumers’ ability to choose between delivery options. The aim was to explore and compare rural e-consumers to urban ones and conclude whether the service fitting can be performed without satisfaction loss. The results showed that for e-consumers from rural residential areas, the availability of different delivery options did not translate into greater satisfaction with the delivery service and reuse intention, while for urban residents, service diversity was linked to greater satisfaction.}},
author = {{Vakulenko, Yulia and Arsenovic, Jasenko and Hellström, Daniel and Shams, Poja}},
issn = {{0148-2963}},
language = {{eng}},
pages = {{476--484}},
publisher = {{Elsevier}},
series = {{Journal of Business Research}},
title = {{Does delivery service differentiation matter? Comparing rural to urban e-consumer satisfaction and retention}},
url = {{http://dx.doi.org/10.1016/j.jbusres.2021.12.079}},
doi = {{10.1016/j.jbusres.2021.12.079}},
volume = {{142}},
year = {{2022}},
}