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| Title: | SERVICE-PROCESS CONFIGURATIONS IN ELECTRONIC RETAILING: A TAXONOMIC ANALYSIS OF ELECTRONIC FOOD RETAILERS |
| Authors: | Heim, Gregory R.
Sinha, Kingshuk K. |
| Authors (Email): | Heim, Gregory R. (heimgr@bc.edu)
Sinha, Kingshuk K. (ksinha@csom.umn.edu) |
| Issue Date: | 2001 |
| Series/Report no.: | Working Paper 01-06 |
| Abstract: | Service-processes of electronic retailers are founded on electronic technologies that provide flexibility to sense and respond online to the dynamic and complex needs of customers. In this paper, we develop a taxonomy of service-processes in electronic retailing and demonstrate their linkage to customer satisfaction and customer loyalty. The taxonomy is grounded in a conceptual classification scheme that differentiates service-process stages on a continuum of flexibility. Using data on electronic service-processes collected from 255 electronic food retailers, we identified eight configurations for the taxonomy. We also collected and analyzed publicly reported customer satisfaction survey data that were available for 52 electronic food retailers in the study sample. The results of this analysis indicate positive and significant correlation of the ordering of the taxonomy configurations with (i) customer satisfaction with product information, product selection, web site aesthetics, web site navigation, customer support, and ease of return, and (ii) customer loyalty. Taken together, the results of our empirical analyses demonstrate that the taxonomy captures information and variety within and across the electronic service-process configurations in ways that can be related to customer satisfaction and customer loyalty. |
| URI: | http://purl.umn.edu/14330 |
| Institution/Association: | University of Minnesota>The Food Industry Center>Working Papers |
| Total Pages: | 42 |
| Language: | English |
| Collections: | Working Papers
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