TY - JOUR
T1 - Service process configurations in electronic retailing
T2 - A taxonomic analysis of electronic food retailers
AU - Heim, Gregory R.
AU - Sinha, Kingshuk K
PY - 2002
Y1 - 2002
N2 - We developed a taxonomy of service processes in electronic retailing using data from 255 electronic food retailers. The taxonomy is comprised of eight service process configurations. Analysis of publicly available data on on-line customer ratings for 52 retailers in the study sample shows that the ordering of the configurations in the taxonomy on a continuum of low to high flexibility is associated positively with (i) customer satisfaction with web site aesthetics, web site navigation, product selection, product information, customer support, and ease of return, and (ii) customer loyalty.
AB - We developed a taxonomy of service processes in electronic retailing using data from 255 electronic food retailers. The taxonomy is comprised of eight service process configurations. Analysis of publicly available data on on-line customer ratings for 52 retailers in the study sample shows that the ordering of the configurations in the taxonomy on a continuum of low to high flexibility is associated positively with (i) customer satisfaction with web site aesthetics, web site navigation, product selection, product information, customer support, and ease of return, and (ii) customer loyalty.
KW - Customer loyalty
KW - Customer satisfaction
KW - Electronic retailing
KW - Service process
KW - Taxonomy
UR - http://www.scopus.com/inward/record.url?scp=0013503240&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=0013503240&partnerID=8YFLogxK
U2 - 10.1111/j.1937-5956.2002.tb00184.x
DO - 10.1111/j.1937-5956.2002.tb00184.x
M3 - Article
AN - SCOPUS:0013503240
SN - 1059-1478
VL - 11
SP - 54
EP - 74
JO - Production and Operations Management
JF - Production and Operations Management
IS - 1
ER -