电子物流服务质量的众包交付和客户评价:评价理论视角

IF 11.2 2区 管理学 Q1 MANAGEMENT Journal of Business Logistics Pub Date : 2023-01-05 DOI:10.1111/jbl.12327
Ha Ta, Terry L. Esper, Adriana Rossiter Hofer, Annibal Sodero
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引用次数: 5

摘要

由于技术的不断进步,零售商逐渐将众包纳入其配送服务组合,为客户提供更好的最后一英里配送体验。然而,尽管研究已经探索了在线零售中众包配送(CD)模式的独特运营属性,但关于客户对使用这种新兴配送服务的反应的文献仍然很少。本研究在认知评价理论和电子物流服务质量(e-LSQ)文献的基础上,运用中程理论分析顾客对电子物流服务质量维度的评价与传统配送方式的差异,以及哪些类型的产品被配送使这种差异更加明显。我们对多个零售商的大量客户评论样本的分析表明,当使用CD时,客户对交付服务的及时性、价格和可靠性的评价水平更高。结果还表明,评估更明显的及时性和价格交付高周转率的产品,需要最少的时间和精力来购买。因此,我们的研究结果强调了CD作为增强客户体验的工具的力量,并揭示了在客户细分策略中有效使用CD的潜在机会。
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Crowdsourced delivery and customer assessments of e-Logistics Service Quality: An appraisal theory perspective

Thanks to increased technological advancements, retailers have progressively incorporated crowdsourcing into their delivery service portfolios to offer customers an enhanced last-mile delivery experience. Yet, while studies have explored the unique operational attributes of the crowdsourced delivery (CD) model in online retailing, the literature remains scant on how customers respond to the usage of this emerging delivery service. Building on the cognitive appraisal theory and e-Logistics Service Quality (e-LSQ) literatures, this study applies middle-range theorizing to examine differences between customers' appraisals of e-LSQ dimensions of CD and traditional delivery methods, and what types of products being delivered make such differences more pronounced. Our analysis of a large sample of customers' reviews across multiple retailers reveals that customers exhibit higher appraisal levels of timeliness, price, and reliability of delivery services when CD is used. Results also indicate that appraisals are more pronounced for timeliness and price of deliveries of high-turnover products that require minimal time and effort to purchase. Our findings, as such, underscore the power of CD as a tool to enhance customer experience and unveil potential opportunities for effective CD use in customer segmentation strategies.

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来源期刊
CiteScore
14.40
自引率
14.60%
发文量
34
期刊介绍: Supply chain management and logistics processes play a crucial role in the success of businesses, both in terms of operations, strategy, and finances. To gain a deep understanding of these processes, it is essential to explore academic literature such as The Journal of Business Logistics. This journal serves as a scholarly platform for sharing original ideas, research findings, and effective strategies in the field of logistics and supply chain management. By providing innovative insights and research-driven knowledge, it equips organizations with the necessary tools to navigate the ever-changing business environment.
期刊最新文献
Consumer-Centric Supply Chain Management: A Literature Review, Framework, and Research Agenda Supply Chain Plasticity: A Responsive Network Capability to Ensure Resilience Last-Mile Delivery: A Process View, Framework, and Research Agenda Developing Grounded Theory Systematic Approach for Logistics and Supply Chain Management Research Do Supply Chain Characteristics Influence a Rival Firm's Responses to a Focal Firm's Product Preannouncements? A Competitive Dynamics Perspective
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