The Future of Omni-Channel Retail: Predictions in the Age of Amazon

Masorgo, Nicolò

doi:10.5325/transportationj.61.1.0118

Transportation Journal

2022

DOI: 10.5325/transportationj.61.1.0118

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The Future of Omni-Channel Retail: Predictions in the Age of Amazon

Nicolò Masorgo

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2024

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Cited by 2 publications

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Better to deliver tomorrow morning than late today? The time‐of‐day effect in customer perception of online sellers' logistics service quality

Song,

Xu,

Chen

et al. 2024

Transp. j.

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Drawing upon energy depletion theory and expectancy disconfirmation theory, this study aims to zoom in on the effect of delivery time on customer perception of online seller logistics service quality (LSQ). We conjecture that customer rating of LSQ will vary depending on the delivery time in a day (i.e., the time‐of‐day effect). With a large sample consisting of more than 42 million orders from Alibaba, the results from mixed‐effects ordered logit model corroborate the time‐of‐day effect and that promised delivery service interacts with the time‐of‐day effect by strengthening it. Following that, machine learning techniques are employed to quantify the importance of the different predictors and results show that the time‐of‐day effect is the most important predictor. The study reveals a new time‐related attribute, contributes to the LSQ framework, and has important managerial implications for practitioners.

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Better to deliver tomorrow morning than late today? The time‐of‐day effect in customer perception of online sellers' logistics service quality

Song,

Xu,

Chen

et al. 2024

Transp. j.

View full text Add to dashboard Cite

show abstract

Evaluating customer perspectives on omnichannel shopping satisfaction in the fashion retail sector

Khalid

2024

Heliyon

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The Future of Omni-Channel Retail: Predictions in the Age of Amazon

Cited by 2 publications

References 5 publications

Better to deliver tomorrow morning than late today? The time‐of‐day effect in customer perception of online sellers' logistics service quality

Better to deliver tomorrow morning than late today? The time‐of‐day effect in customer perception of online sellers' logistics service quality

Evaluating customer perspectives on omnichannel shopping satisfaction in the fashion retail sector

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