The role of logistics in e-commerce transactions: an exploratory study of customer feedback and risk

2.50
Hdl Handle:
http://hdl.handle.net/10547/332994
Title:
The role of logistics in e-commerce transactions: an exploratory study of customer feedback and risk
Authors:
Ramanathan, Ramakrishnan ( 0000-0002-8861-2209 ) ; George, Jacob; Ramanathan, Usha
Abstract:
Logistics plays an important role in e-commerce; while most part of the transactions happen electronically, physical products need to be shipped to customers using conventional transport means. We report in this paper an exploratory study to understand how customers view logistics performance in deciding performance of sellers in e-commerce. Since it has been observed that risk plays a stronger role in online transactions compared to offline transactions, we study how the importance of logistics performance is influenced by risk characteristics of products sold through e-commerce websites. Our data for analysis have been derived from customer feedback available in eBay. Based on Chi square tests and the Marascuilo procedure, we find that the importance of logistics services increases as risk characteristics of products decreases from high to low.
Affiliation:
University of Bedfordshire; Nottingham University
Citation:
Ramanathan, R., George, J., Ramanathan, U. (2014), "A note on the role of logistics in e-commerce transactions using customer feedback”, In: Usha Ramanathan and Ramakrishnan Ramanathan (Eds.), Supply Chain: Strategies, Issues and Models, Springer-Verlag London, pp: 221-233.
Publisher:
Springer London
Issue Date:
13-Sep-2013
URI:
http://hdl.handle.net/10547/332994
DOI:
10.1007/978-1-4471-5352-8_10
Additional Links:
http://link.springer.com/chapter/10.1007%2F978-1-4471-5352-8_10
Type:
Book chapter
Language:
en
ISSN:
9781447153528
Appears in Collections:
Business and Information Systems Research Centre (BISC)

Full metadata record

DC FieldValue Language
dc.contributor.authorRamanathan, Ramakrishnanen
dc.contributor.authorGeorge, Jacoben
dc.contributor.authorRamanathan, Ushaen
dc.date.accessioned2014-10-21T10:28:51Z-
dc.date.available2014-10-21T10:28:51Z-
dc.date.issued2013-09-13-
dc.identifier.citationRamanathan, R., George, J., Ramanathan, U. (2014), "A note on the role of logistics in e-commerce transactions using customer feedback”, In: Usha Ramanathan and Ramakrishnan Ramanathan (Eds.), Supply Chain: Strategies, Issues and Models, Springer-Verlag London, pp: 221-233.en
dc.identifier.issn9781447153528-
dc.identifier.doi10.1007/978-1-4471-5352-8_10-
dc.identifier.urihttp://hdl.handle.net/10547/332994-
dc.description.abstractLogistics plays an important role in e-commerce; while most part of the transactions happen electronically, physical products need to be shipped to customers using conventional transport means. We report in this paper an exploratory study to understand how customers view logistics performance in deciding performance of sellers in e-commerce. Since it has been observed that risk plays a stronger role in online transactions compared to offline transactions, we study how the importance of logistics performance is influenced by risk characteristics of products sold through e-commerce websites. Our data for analysis have been derived from customer feedback available in eBay. Based on Chi square tests and the Marascuilo procedure, we find that the importance of logistics services increases as risk characteristics of products decreases from high to low.en
dc.language.isoenen
dc.publisherSpringer Londonen
dc.relation.urlhttp://link.springer.com/chapter/10.1007%2F978-1-4471-5352-8_10en
dc.subjectlogisticsen
dc.subjecte-commerceen
dc.subjectproduct risken
dc.titleThe role of logistics in e-commerce transactions: an exploratory study of customer feedback and risken
dc.typeBook chapteren
dc.contributor.departmentUniversity of Bedfordshireen
dc.contributor.departmentNottingham Universityen
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