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Does delivery service differentiation matter?: Comparing rural to urban e-consumer satisfaction and retention
Lund University.ORCID iD: 0000-0003-1688-6048
SDA Bocconi, ITA.ORCID iD: 0000-0003-0582-3324
Lund University.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0001-9751-6000
2022 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 142, p. 476-484Article in journal (Refereed) Published
Abstract [en]

In the context of continuously growing e-commerce and the rising global count of e-consumers, e-retailers and logistics service providers need to differentiate and tailor their offerings to refine their operations and meet econsumers' needs. This study investigates how e-consumers' residential-area type affects the satisfaction with delivery services and reuse intentions in relation to e-consumers' ability to choose between delivery options. The aim was to explore and compare rural e-consumers to urban ones and conclude whether the service fitting can be performed without satisfaction loss. The results showed that for e-consumers from rural residential areas, the availability of different delivery options did not translate into greater satisfaction with the delivery service and reuse intention, while for urban residents, service diversity was linked to greater satisfaction.

Place, publisher, year, edition, pages
Elsevier, 2022. Vol. 142, p. 476-484
Keywords [en]
E-consumer, Delivery Service, Rural Logistics, Urban Logistics
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-88751DOI: 10.1016/j.jbusres.2021.12.079ISI: 000748988100013Scopus ID: 2-s2.0-85122507142OAI: oai:DiVA.org:kau-88751DiVA, id: diva2:1640606
Available from: 2022-02-25 Created: 2022-02-25 Last updated: 2022-04-05Bibliographically approved

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Shams, Poja

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
  • rtf