{"title":"如何改善电子杂货平台运营的买家体验?建立统一的数字服务运营框架","authors":"","doi":"10.1016/j.ijpe.2024.109417","DOIUrl":null,"url":null,"abstract":"<div><div>Electronic grocery (e-grocery) retailing has increasingly gained prominence all over the world, with India being no exception. However, the Indian e-grocery industry still has room to grow. Existing studies have not attempted to focus holistically on factors related to service operations, such as customer service and digital platforms. We undertake two case studies, each having an exploratory and a confirmatory study, on India's two popular e-grocery apps. We mine 273,000 and 254,000 buyer reviews to identify factors affecting their experiences in the exploratory studies. We model these factors through the lens of customer-dominant logic (CDL), service-dominant logic (SDL), and signaling theory. We develop an overarching framework by mapping these factors to theoretical lexicons for the confirmatory studies. Multiple econometric analysis helps us to confirm that trust in the vendor, consumer learning, retailer visibility, pricing, diagnosticity of product description, third-party product assurances, navigability, website informativeness, and perceived information protection influence the buyer experience of both e-grocery platforms significantly. These insights can help managers take appropriate decisions to improve buyer experience and thus expand their customer base.</div></div>","PeriodicalId":14287,"journal":{"name":"International Journal of Production Economics","volume":null,"pages":null},"PeriodicalIF":9.8000,"publicationDate":"2024-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"How can we improve buyer experiences for the operations of e-grocery platforms? Towards a unified framework for digital service operations\",\"authors\":\"\",\"doi\":\"10.1016/j.ijpe.2024.109417\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><div>Electronic grocery (e-grocery) retailing has increasingly gained prominence all over the world, with India being no exception. However, the Indian e-grocery industry still has room to grow. Existing studies have not attempted to focus holistically on factors related to service operations, such as customer service and digital platforms. We undertake two case studies, each having an exploratory and a confirmatory study, on India's two popular e-grocery apps. We mine 273,000 and 254,000 buyer reviews to identify factors affecting their experiences in the exploratory studies. We model these factors through the lens of customer-dominant logic (CDL), service-dominant logic (SDL), and signaling theory. We develop an overarching framework by mapping these factors to theoretical lexicons for the confirmatory studies. Multiple econometric analysis helps us to confirm that trust in the vendor, consumer learning, retailer visibility, pricing, diagnosticity of product description, third-party product assurances, navigability, website informativeness, and perceived information protection influence the buyer experience of both e-grocery platforms significantly. These insights can help managers take appropriate decisions to improve buyer experience and thus expand their customer base.</div></div>\",\"PeriodicalId\":14287,\"journal\":{\"name\":\"International Journal of Production Economics\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":9.8000,\"publicationDate\":\"2024-09-24\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Production Economics\",\"FirstCategoryId\":\"5\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0925527324002743\",\"RegionNum\":1,\"RegionCategory\":\"工程技术\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"ENGINEERING, INDUSTRIAL\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Production Economics","FirstCategoryId":"5","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0925527324002743","RegionNum":1,"RegionCategory":"工程技术","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"ENGINEERING, INDUSTRIAL","Score":null,"Total":0}
How can we improve buyer experiences for the operations of e-grocery platforms? Towards a unified framework for digital service operations
Electronic grocery (e-grocery) retailing has increasingly gained prominence all over the world, with India being no exception. However, the Indian e-grocery industry still has room to grow. Existing studies have not attempted to focus holistically on factors related to service operations, such as customer service and digital platforms. We undertake two case studies, each having an exploratory and a confirmatory study, on India's two popular e-grocery apps. We mine 273,000 and 254,000 buyer reviews to identify factors affecting their experiences in the exploratory studies. We model these factors through the lens of customer-dominant logic (CDL), service-dominant logic (SDL), and signaling theory. We develop an overarching framework by mapping these factors to theoretical lexicons for the confirmatory studies. Multiple econometric analysis helps us to confirm that trust in the vendor, consumer learning, retailer visibility, pricing, diagnosticity of product description, third-party product assurances, navigability, website informativeness, and perceived information protection influence the buyer experience of both e-grocery platforms significantly. These insights can help managers take appropriate decisions to improve buyer experience and thus expand their customer base.
期刊介绍:
The International Journal of Production Economics focuses on the interface between engineering and management. It covers all aspects of manufacturing and process industries, as well as production in general. The journal is interdisciplinary, considering activities throughout the product life cycle and material flow cycle. It aims to disseminate knowledge for improving industrial practice and strengthening the theoretical base for decision making. The journal serves as a forum for exchanging ideas and presenting new developments in theory and application, combining academic standards with practical value for industrial applications.