Purpose The purpose of this paper is to identify the components of logistics value and examine their influence on customer satisfaction in e-commerce. This study investigates the moderation effect between those two variables using the overall service level in the different industries of e-commerce. Design/methodology/approach A total of 592 correctly filled questionnaires from telephone and web interviews (computer-assisted telephone interviews and computer-assisted web interviews) were scrutinized. Hierarchical linear modeling (as a part of a wider group of multilevel modeling studies) was used to verify the dependencies between variables from an organization and industry levels. Findings The logistics factors indicated and described in the paper differently affect the value for the customer. This value is subjective and dynamic. For this reason, the online seller should develop a system to create a sustainable value proposition. It is plausible due to the possibility of choosing the type of delivery, date of collection and change thereof, as well as that of returning the product. Because of all this, the customer decides on the way of the order execution and creates the value chain. Research limitations/implications The developed model is aimed at identifying universal relationships that create the customer satisfaction mechanism for the logistics value. However, this may result in other aspects of customer satisfaction being neglected. The authors are aware that the creation of value by a company in e-commerce must be approached in a systematic manner. Practical implications The results obtained and the representativeness of the surveyed sample of companies lead to the formulation of implications for business practice. The conclusions of the research definitely indicate a need to build awareness of logistics value and its influence on customer satisfaction through the service level in the industry. Because of the identified components of the logistics value and industry characteristics, managers of online retailers can better run their businesses, increase customer satisfaction, and thus improve their performance. Originality/value It is the first study that concerns e-commerce in individual industries, with particular emphasis on logistics and its impact on customer satisfaction.
This article attempts to identify the key forces driving the successful digitalization of the energy sector, ensuring improvements in the energy triangle including sustainability, stability, and economic performance. The article sheds light on the diverse energy priorities at supra-, national, and managerial levels, and the role of digitalization in achieving these objectives. Catching up economies (such as Poland), being post-socialist EU member states, in order to transform its energetic sector, must overcome a number of infrastructural and social shortcomings retained as a legacy of the socialist economy. As such, sustainability (as the core priority at EU energy agenda) may not be the leading objective at both national and company level in the energy sector transformation. This article presents the results of empirical research carried out through distribution of e-questionnaire addressed to Polish managers from the energy sector. The results were analyzed using the fsQCA method. The findings suggest that, for managers, the most important drivers of digitalization and transformation of the energy sector in Poland are its high economic performance, together with support for energy prosumers and consumers. The prerequisites for a successful digitalization are alternatively the absence of management barriers, or a combination of high economic performance and a strong focus on environmental protection. Surprisingly, according to managers surveyed, the rapid implementation of new technologies is not considered a vital condition for successful digital transformation of the energy sector, which implies either or managerial lack of knowledge in this area and/or a reluctance to introduce digital rapid technologies.
Cultural intelligence underpins the interaction between firms and their cultural environments as the domain of external sources that are explored and utilized for innovation through absorptive capacity. This research seeks to answer the question of if and how cultural intelligence moderates the links between innovativeness and potential and realized absorptive capacity. We test our hypotheses based on data from 215 firms operating in Poland. We demonstrate that cultural intelligence strengthens the linkage between potential absorptive capacity and innovativeness that highlights cultural intelligence as an important enabler of exploring new and diverse external knowledge sources. We discuss cultural intelligence concept in relation to strategic management and reveal its contingent role in innovativeness.
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