SERVICE PROCESS CONFIGURATIONS IN ELECTRONIC RETAILING: A TAXONOMIC ANALYSIS OF ELECTRONIC FOOD RETAILERS Academic Article uri icon

abstract

  • 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.

published proceedings

  • Production and Operations Management

author list (cited authors)

  • HEIM, G. R., & SINHA, K. K.

citation count

  • 28

complete list of authors

  • HEIM, GREGORY R||SINHA, KINGSHUK K

publication date

  • January 2009

publisher