Ensuring the quality of e-shopping specialty foods through efficient logistics service

Chen, Mu-Chen; Hsu, Chia Lin; Hsu, Chih Ming; Lee, Ying Yi

doi:10.1016/j.tifs.2013.10.011

Cited by 35 publications

(28 citation statements)

References 82 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…As people are getting busier, the demand for the home delivery service is increasing because they are not having enough time to go to store and shop. It was observed that the home delivery is the part of logistics service (Bienstock et al, 1997;Mentzer and Williams, 2001) and undoubtedly an important element for online shoppers (Chen et al, 2014;Punakivi and Saranen, 2001). Basically home delivery is a customised type of logistics service, which facilitates customers that they can stay at home and wait for the product to arrive (Xing et al, 2010).…”

Section: Introductionmentioning

confidence: 99%

“…With the growing market of online retailing, the responsibilities of the logistics managers has also been increased, as now they have to efficiently deliver the product to customer's door (Chen et al, 2014), in order to reduce cost they have to plan routes carefully and integrate relationship with customers to resolve their issues related to home delivery (Persson and Virum, 2001;Chen et al, 2015). This shows that delivering the product directly to consumer's door has made the physical distribution process of online retailers more complex, because a product purchased online or 'virtually' cannot be used by the consumer until it is delivered to them at the right time, right place, in the right quantity and in the right condition (Chen et al, 2014;Christopher and Gattorna, 2005).…”

Section: Introductionmentioning

confidence: 99%

“…The best quality delivery service is beneficial for organisation in terms of cost and time saving and allows them to increase their market share and profitability (Thompson et al, 1985;Chen et al, 2015). As day by day the logistics service is gaining importance among customers, it becomes necessary for the companies to provide valuable delivery service to them in order to retain profitable customers (Chen et al, 2014;Zeithaml et al, 1988).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Mehmood¹,

Najmi²

2017

IJECRM

View full text Add to dashboard Cite

The purpose of this study is to find out the impact of five types of service convenience namely decision, access, transaction, benefit and postbenefit on customer satisfaction in home delivery service of online retailing. Service convenience model is applied to identify the consumer's experience regarding different conveniences encountered at different stages of home delivery. For that purpose, the data was collected from 230 consumers who had experienced the home delivery service during online shopping. After applying EFA, regression analysis has been performed as a statistical technique to test the hypotheses. The result of the study shows that all the independent variables are having a positive and significant impact on customer satisfaction except the one which is access convenience. This shows that accessibility to service provider does not affect customer satisfaction as they are considering online shopping as an efficient virtual store, where they can complete the purchasing process by themselves. It is recommended that online retailers should have to focus in providing convenience services in order to increase customer satisfaction.

show abstract

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Mehmood¹,

Najmi²

2017

IJECRM

View full text Add to dashboard Cite

show abstract

“…The last case is known by 'the drop shipping' where the supplier is responsible for all the order processing. The delivery process is a vital element in B2C supply chains [4,18,25] that had considerably evolved. Now we talk about: -Pick up in-store: the clicks and Mortars choose to take advantage of the densities of their stores' network.…”

Section: Patterns and Trendsmentioning

confidence: 99%

Advanced optimization model of resource allocation in the B2C supply chain

2018

View full text Add to dashboard Cite

Resource allocation plays a critical role in the strategic, tactical, and operational planning of the supply chain. The study focuses on aspects of resource allocation in the case of pure players, manufacturers, and Clicks & Mortars that have launched online sales. These e-retailers offer a wide selection of customized services and so need an efficient management on every level and process. The goal of the research was to explore a concrete approach to improve customer satisfaction, reduce costs and risks and to maintain the benefits of e-retailers and of its collaborators. Our contribution is a decision support system and a tool to improve operational resources allocation in B2C supply chains. Hence, we started by modeling operations and the different scenarios. Then we introduced an optimization model founded on the analysis of resource allocation in B2C supply chains and applicable on any B2C e-retailer. It helps in choosing the most optimal resources for each order. The model is based on a multi-objective optimization approach that takes into consideration the collaboration of resources throughout the supply chain operations process including dynamic costs and collaborator capabilities as well as associated risks and the quality of delivered services.

show abstract

“…A implicação disso seria a priorização de serviços que, mesmo importantes segundo os clientes, já apresentam níveis de desempenho excelente, enquanto serviços não priorizados podem apresentar desempenho comprometedor e não ser atacados. Enquanto isso, o objetivo de "desenhar novos serviços", em praticamente um terço das publicações (DANIELS; SANDLER, 2008;CHEN, 2009;LIN;PEKKARINEN, 2011;GEUM;KWAK;PARK, 2012;KIM;YOON, 2012;LI, et al, 2012;CHEN, et al, 2014;LAM;DAI, 2015) e a busca de "planejar serviços e suas integrações" (em 12% dos total de publicações) (AN et al, 2008;GENG, et al, 2011;LEE et al, 2013) aparecem com maior discrição quando comparado à busca pela melhoria de serviços.…”

Section: Análise Sobre Os Objetivos Gerais Dos Artigosunclassified

Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

Souza

Miguel

2017

Revista PO: R. Eletr. de Eng. de Produção e Correlatas

View full text Add to dashboard Cite

Resumo:A crescente competição tem obrigado as empresas a proverem serviços inovadores de modo a exceder as expectativas dos clientes garantindo sua competitividade no mercado. Assim, compreender quais são as necessidades dos clientes e como atendê-las é algo imperativo para as organizações. O desdobramento da função qualidade (quality function deployment -QFD) é um método que busca atingir este propósito. Neste âmbito, o presente trabalho tem por objetivo demonstrar as aplicações do QFD no contexto de serviços por meio de uma revisão bibliográfica. Para atender esse objetivo, um processo estruturado de busca e organização bibliográfica foi aplicado para a seleção e análise de um portfólio resultante de 25 artigos estritamente ligados ao tema central do QFD aplicado a serviços. Os resultados obtidos mostram que o emprego do QFD é preponderantemente restrito a primeira matriz e ao levantamento das necessidades dos clientes e características da qualidade do serviço, o que restringe sua aplicação. Além disso, constata-se que o método é geralmente aplicado em conjunto com outras ferramentas, de modo a complementar algumas de suas limitações. Finalmente, verifica-se que o QFD quando aplicado ao setor de serviços objetiva principalmente aprimorar serviços já ofertados, sendo relativamente pouco aplicado para o desenvolvimento de novos serviços. Palavras-chave: QFD. Desdobramento da Função Qualidade. Aplicação. Serviços. Análise teórico-conceitual. Abstract:The growing competition has forced companies to provide innovative services to exceed customer expectations by ensuring their competitiveness in the market. Understand what the customer needs are and how to meet them it is an imperative for organizations. The quality function deployment (QFD) is a method that seeks to achieve this purpose. In this context, this paper aims to demonstrate QFD applied to the service context through a literature review. To meet these objectives, a structured process of bibliographic search and organization was applied to select and analyze a portfolio of 25 articles strictly linked to the central subject of QFD applied to services. The results show that the use of QFD is frequently restricted to the first matrix and to the survey of customer needs and characteristics of service quality, which limits its application. Moreover, some important findings is that the method is usually applied with other tools in order to fill some of QFD limitations and, when applied to services context, the method is mainly applied in order to improve services that are already offered, not being largely applied on new services development.

show abstract

Ensuring the quality of e-shopping specialty foods through efficient logistics service

Cited by 35 publications

References 82 publications

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Advanced optimization model of resource allocation in the B2C supply chain

Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

Contact Info

Product

Resources

About