All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process

Jafarzadeh, Hamed; Tafti, Mahdi; Intezari, Ali; Sohrabi, Babak

doi:10.1016/j.jretconser.2021.102602

Cited by 22 publications

(10 citation statements)

References 70 publications

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“…As the pandemic moved from maturity to decline, the research focused on consumers' and retailers' adaptive behaviours to accommodate the changes during COVID-19. COVID-19's impact on retailers and their management has been studied from the perspective of managing disruption, service recovery, omnichannel strategies, the use of technologies like mobile commerce and virtual reality and improving efficiency (Jafarzadeh et al, 2021) and includes managing consumer emotions and experiences through service design and digital transformations. Consumers were offered Retailing during the COVID-19 enhanced reliability, hygiene attributes and initiatives to reduce psychological distress through humanness and responsible employee behaviour offered through modified business models (Mazhar et al, 2021).…”

Section: Retailing During the Covid-19mentioning

confidence: 99%

Retailing during the COVID-19 lifecycle: a bibliometric study

Gupta

Mukherjee

Garg

2023

IJRDM

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PurposeCOVID-19 disrupted the lives of consumers across the globe, and the retail sector has been one of the hardest hits. The impact of COVID-19 on consumers' retail choice behaviour and retailers' responses has been studied in detail through multiple lenses. Now that the effect of COVID-19 is abating, there is a need to consolidate the learnings during the lifecycle of COVID-19 and set the agenda for research post-COVID-19.Design/methodology/approachScopus database was searched to cull out academic papers published between March 2020 and June 6, 2022, using keywords; shopping behaviour, retailing, consumer behaviour, and retail channel choice along with COVID-19 (171 journals, 357 articles). Bibliometric analysis followed by selective content analysis was conducted.FindingsCOVID-19 was a black swan event that impacted consumers' psychology, leading to reversible and irreversible changes in retail consumer behaviour worldwide. Research on changes in consumer behaviour and consumption patterns has been mapped to the different stages of the COVID-19 lifecycle. Relevant research questions and potential theoretical lenses have been proposed for further studies.Originality/valueThis paper collates, classifies and organizes the extant research in retail from the onset of the COVID-19 pandemic. It identifies three retail consumption themes: short-term, long-term reversible and long-term irreversible changes. Research agenda related to the retailer and consumer behaviour is identified; for each of the three categories, facilitating the extraction of pertinent research questions for post-COVID-19 studies.

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Section: Retailing During the Covid-19mentioning

confidence: 99%

Retailing during the COVID-19 lifecycle: a bibliometric study

Gupta

Mukherjee

Garg

2023

IJRDM

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“…According to Jafarzadeh et al (2021) , who employed the cognitive dissonance theory, consumers with negative experiences may develop negative attitudes, while consumers with positive experiences are likely to use the product or service again. This signifies that if consumers personally have positive experiences, or have heard recommendations from family and friends on the use of ADRs, they are likely to choose ADRs as their preferred last-mile delivery method.…”

Section: Theoretical Model and Hypothesis Developmentmentioning

confidence: 99%

Consumer acceptance of autonomous delivery robots for last-mile delivery: Technological and health perspectives

et al. 2022

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The unprecedented outbreak of the novel coronavirus has led to a great shift toward online retailing and accelerated the need for contactless delivery. This study investigates how technological and health belief factors influence consumer acceptance of autonomous delivery robots (ADRs). Anchored in four behavioral theories [i.e., technology acceptance model, health belief model, perceived value (VAL) theory and trust theory], a synthesized model is developed. A total of 500 valid responses were collected through an online questionnaire in Singapore, and structural equation modeling was conducted to examine the responses. The results revealed that perceived ease of use (EOU), perceived usefulness (UFN), perceived susceptibility (SUS), perceived severity (SEV), self-efficacy (SEL) and cues to action (CUE) have a positive and significant influence on consumers’ perceptions of the value of ADRs. The total effect analysis also showed that perceived VAL strongly affects consumer acceptance of ADRs. Academically, this study introduces both technological and health belief factors to explain consumer acceptance of ADRs. It also provides recommendations for policymakers and autonomous delivery robot developers on policy formulation, public communication, product design and infrastructure development.

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“…A través de estos se realizó un proceso de segmentación de usuarios Rodríguez et al (2020) Tomando en consideración estudios de e-SQ anteriores. Este estudio evalúa la satisfacción con 4 ítems: 1.Mi satisfacción general con los servicios del sitio web es buena 2.El sitio web cumplió todas mis expectativas 3.Mi decisión de comprar en este sitio web fue acertada 4.Estoy satisfecho con mi decisión de comprar en este sitio web Jafarzadeh et al (2021) Se midió con dos ítems tomando en consideración los autores (Maxham y Netemeyer, 2002;Crisafulli y Singh, 2017;Gelbrich, 2010) 1. "En esta ocasión, el e-retail resolvió satisfactoriamente el problema de la entrega del producto" (satisf_1) 2.…”

Section: Autores Escalaunclassified

Predictors of purchase satisfaction in e-retailing

Mateus¹

2022

revVISUAL

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La satisfacción del cliente es un campo ampliamente investigado desde el marketing por su influencia en el éxito de las empresas, pero también es un reto para los e-retailers quienes deben entender y gestionar la experiencia del usuario, asícomo las tendencias cambiantes en el comportamiento de compra de sus clientes.Razón por la cuál es importante conocer que factores influyen en la satisfacciónde compra online o e-satisfacción y cómo medirla. Para cumplir con este objetivo,esta investigación desarrolla una revisión estructurada de literatura en la cual seidentifican los principales escalas utilizadas en el sector del e-retail.

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All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process

Cited by 22 publications

References 70 publications

Retailing during the COVID-19 lifecycle: a bibliometric study

Retailing during the COVID-19 lifecycle: a bibliometric study

Consumer acceptance of autonomous delivery robots for last-mile delivery: Technological and health perspectives

Predictors of purchase satisfaction in e-retailing

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