Consumer sensitivity to delivery lead time: a furniture retail case

Marino, Gaetano; Zotteri, Giulio; Montagna, Francesca

doi:10.1108/ijpdlm-01-2017-0030

Cited by 42 publications

(23 citation statements)

References 61 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…These issues deserve rigorous examination. As Marino et al (2018) noted, for the most part our previous “SCM studies consider the value of delivery time anecdotally and have neglected empirical estimations of the magnitude of the effects of delivery time on consumer demand” (p. 610). Terms such as “white-glove deliveries,” “last mile,” and “urban” logistics are frequently associated with omnichannel and e-commerce retail LCS.…”

Section: Where Do We Go From Here – Refocusing and Reimagining Customer Servicementioning

confidence: 99%

The new age of customer impatience

Daugherty

Bolumole

Grawe

2019

IJPDLM

View full text Add to dashboard Cite

Purpose The purpose of this paper is to shed light on the body of logistics customer service (LCS) research published in leading logistics journals from 1990 to 2017. Specifically, the paper presents a call to arms for logistics and supply chain researchers to address new and emerging issues impacting customer service in the age of omnichannel and e-commerce retailing. Design/methodology/approach The authors reviewed academic journals to identify articles focusing on LCS from 1990 through 2017. The authors noted trends in academic research activity/focus and supplemented the findings by examining more recent trends covered in trade publication articles. Findings The authors observed a large amount of LCS research in the early 1990s and 2000s, but noticed a substantial decline in coverage within academic journals since the late 2000s while industry continues to give customer service issues even greater attention. The difference between the level of coverage within academic journals and the increased importance firms place on customer service represents a critical gap and opportunity for scholars. This research represents a “call to arms” to address this gap. With particular emphasis on observed customer impatience and escalating requests, within omni- and e-commerce channels of distribution, we suggest greater theoretical insights into customer service strategies and their role in successfully navigating today’s changing logistics service environment are needed. Originality/value The review serves as a call for more attention to customer service issues within leading logistics journals. Suggestions for research into new and emerging topics are offered.

show abstract

Section: Where Do We Go From Here – Refocusing and Reimagining Customer Servicementioning

confidence: 99%

The new age of customer impatience

Daugherty

Bolumole

Grawe

2019

IJPDLM

View full text Add to dashboard Cite

show abstract

“…In particular, the better the spatial accessibility of physical shopping locations, the lower the tendency is towards online shopping, which has been confirmed in both stated choice experiments (Chocarro et al 2013) and studies on real shopping behavior (Clarke et al 2015, Ren, Kwan 2009, Zhai et al 2017, Zhen et al 2018. With respect to an Italian multi-channel furniture retailer, Marino et al (2018) outline the large negative effect of increasing delivery time on the choice of the online channel. In their stated choice experiment regarding grocery and CE shopping in Switzerland, Schmid, Axhausen (2019) demonstrated that increasing travel time decreases the likelihood of visiting a physical store, whilst increasing delivery time and delivery charges discourages consumers from online shopping.…”

Section: Spatial Perspectives On Multi-channel Shopping Behaviormentioning

confidence: 57%

Spatial Shopping Behavior in a Multi-Channel Environment: A Discrete Choice Model Approach

Wieland

2021

REGION

View full text Add to dashboard Cite

Spatial impacts of online shopping are discussed frequently in retail geography. Here, online shopping is mostly regarded as a central driver of competition for physical retailing and its locations, such as town centers or malls. Due to its high popularity, cross-channel shopping is sometimes considered to be a support for physical retailing. However, traditional retail location theory does not consider shopping channels other than in-store shopping. Furthermore, although online shopping is far too important to be neglected in examining consumer spatial shopping behavior, there is an obvious lack in the previous literature towards incorporating multi- and cross-channel shopping into store choice models. The present study aims to identify the main drivers of store choice on the basis that both in-store and online shopping alternatives are available, as well as the opportunity for cross-channel shopping. Taking into account previous literature on both physical store choice and multi-channel shopping, hypotheses on the impact of different shopping transaction costs (such as travel time, delivery charges, or uncertainty with respect to the stores' assortment) were derived. Based on a representative consumer survey, real past shopping decisions in three retail sectors (groceries, consumer electronics [CE], and furniture) were collected. The econometric analysis of empirical store choices was performed using a nested logit model which includes both physical and online stores. The results confirm several assumptions of classical retail location theory as well as previous findings from single-firm studies and stated choice experiments on multi-channel shopping behavior. Travel time to physical stores reduces consumer utility and store choice probability, respectively. Consumer sensitivity towards travel time decreases with decreasing purchase frequency of the desired goods. Delivery charges also decrease the likelihood of choosing a store. The impact of cross-channel integration on store choice (assuming the reduction of consumer transaction costs) is considerably lower than expected and differs between retail sectors. While furniture retailers profit from enabling cross-channel shopping, there is no such competitive advantage found for grocery and CE retailers. The positive effect of assortment on condition of diminishing marginal utility is confirmed for grocery stores and CE stores, but not for furniture stores. From a theoretical perspective, this study shows that multi- and cross-channel shopping behavior does not contradict the main thoughts of classical retail location theory. From a practical perspective, the study is a contribution as store choice models play a significant role in both business location planning and governmental land use planning.

show abstract

“…Short delivery time is a feature that can influence consumers' purchasing decisions and that retailers compete over fiercely. [2] The findings show that overall service quality has a positive influence on customer satisfaction, which in turn leads to customer loyalty. [3] And in a supersaturated competitive environment, there is an effort to have as many loyal customers as possible.…”

Section: Introductionmentioning

confidence: 90%

Does a successful future entrepreneur in the globalized world need to know logistics?

Čemerková

Rylková

2020

SHS Web Conf.

View full text Add to dashboard Cite

Starting a business entails huge demands on the future entrepreneur. Only a great idea and a desire to do business are not a guarantee of success. This future entrepreneur must be equipped with a wide range of knowledge, skills and personal qualities. These together form a set of business competencies. One area that clearly affects business success is logistics. Especially in today’s globalized world, without logistics, realized on top professional level, it is not possible to succeed in a tough competitive environment. Large volumes of various materials (raw materials, materials, semi-finished products, products, goods, but also people) are moved practically all over the world. Poorly controlled material flow has a direct impact on the quality of provided customer service and thus on customer satisfaction. A dissatisfied customer equals no customer. The aim of the article is to provide the attitude of successful entrepreneurs in the Czech Republic to the issue of business competencies, specifically in the field of logistics. To what extent does the future successful entrepreneur need to know about logistics, resp. about their different forms? In the text, partial results of the primary research carried out in the winter of 2018-2019 in the Czech Republic will be presented. Questions about the competence in the field of logistics have been asked by entrepreneurs, whose business has existed for at least three years. The main conclusions will be given to the need for knowledge of distribution logistics for the future successful entrepreneur.

show abstract

Consumer sensitivity to delivery lead time: a furniture retail case

Cited by 42 publications

References 61 publications

The new age of customer impatience

The new age of customer impatience

Spatial Shopping Behavior in a Multi-Channel Environment: A Discrete Choice Model Approach

Does a successful future entrepreneur in the globalized world need to know logistics?

Contact Info

Product

Resources

About