{"title":"Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail","authors":"Santiago Gallino, Nil Karacaoglu, Antonio Moreno","doi":"10.1287/opre.2022.2262","DOIUrl":null,"url":null,"abstract":"Online retail has become more prominent around the world in the last decade. As a result, online retailers' website performance is increasingly important. Previous literature has extensively studied customer sensitivity to service speed and wait times in offline services. In “Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail,” Gallino, Karacaoglu, and Moreno extend this literature to online retail. They study the impact of delays in online retail on customer behavior. They estimate sizable negative effects of website slowdowns on online sales and conversion rates. Moreover, they explore how customer sensitivity to online delays varies throughout customers' shopping journeys. They find that the impact of waiting times varies along the different stages of the shopping journey, with customers becoming more sensitive to slowdowns at the checkout stage. Their findings have implications for website design decisions. This research is especially relevant in the current regulatory environment with ongoing policy debates about net neutrality.","PeriodicalId":49809,"journal":{"name":"Military Operations Research","volume":"16 1","pages":""},"PeriodicalIF":0.7000,"publicationDate":"2022-03-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"9","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Military Operations Research","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1287/opre.2022.2262","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Engineering","Score":null,"Total":0}
引用次数: 9
Abstract
Online retail has become more prominent around the world in the last decade. As a result, online retailers' website performance is increasingly important. Previous literature has extensively studied customer sensitivity to service speed and wait times in offline services. In “Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail,” Gallino, Karacaoglu, and Moreno extend this literature to online retail. They study the impact of delays in online retail on customer behavior. They estimate sizable negative effects of website slowdowns on online sales and conversion rates. Moreover, they explore how customer sensitivity to online delays varies throughout customers' shopping journeys. They find that the impact of waiting times varies along the different stages of the shopping journey, with customers becoming more sensitive to slowdowns at the checkout stage. Their findings have implications for website design decisions. This research is especially relevant in the current regulatory environment with ongoing policy debates about net neutrality.
期刊介绍：
Military Operations Research is a peer-reviewed journal of high academic quality. The Journal publishes articles that describe operations research (OR) methodologies and theories used in key military and national security applications. Of particular interest are papers that present: Case studies showing innovative OR applications Apply OR to major policy issues Introduce interesting new problems areas Highlight education issues Document the history of military and national security OR.
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