Online food delivery: A systematic synthesis of literature and a framework development

Shankar, Amit; Jebarajakirthy, Charles; Nayal, Preeti; Maseeh, Haroon Iqbal; Kumar, Aman; Achchuthan, Sivapalan

doi:10.1016/j.ijhm.2022.103240

Cited by 72 publications

(69 citation statements)

References 115 publications

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“…Structured reviews provide the details of widely used theories, contexts, constructs and methods in a research domain or topic (Jebarajakirthy et al. , 2021; Shankar et al. , 2022).…”

Section: Methodsmentioning

confidence: 99%

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Online service failure: antecedents, moderators and consequences

Adil

Sadiq

Jebarajakirthy

et al. 2022

JSTP

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PurposeThe purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging research area.Design/methodology/approachThe current study has adopted a structured systematic literature review approach to synthesize and assess the OSF literature. Further, the study uses the Theory-Context-Characteristics-Methodology (TCCM) framework to propose future research directions in the OSF domain.FindingsThis systematic review shows that OSF research is still developing and remains mainly incoherent. Further, the study develops a conceptual framework integrating the frequently reported antecedents, mediators, moderator and consequences in the extant literature. This review also synthesizes the theoretical perspectives adopted for this domain.Research limitations/implicationsThe study followed specific inclusion and exclusion criteria to shortlist articles. Further, articles published only in the English language were considered. Hence, the findings of this review cannot be generalized to all OSF literature.Practical implicationsThis systematic review has classified antecedents into customers' and service providers' roles which will enable online service providers to understand all sets of factors driving OSF. It also synthesizes and presents service recovery strategies and emphasizes the role of online customer support to fix OSF.Originality/valueThe OSF literature is still developing and remains highly incoherent, suggesting that a synthesized review is needed. This study has systematically reviewed and synthesized the OSF literature to study its development over time and proposes a framework which provides a comprehensive understanding of OSF.

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“…Structured reviews provide the details of widely used theories, contexts, constructs and methods in a research domain or topic (Jebarajakirthy et al. , 2021; Shankar et al. , 2022).…”

Section: Methodsmentioning

confidence: 99%

“…Moreover, SLR is an effective approach for highlighting gaps in the literature that offer directions for future research in a domain (Corbet et al. , 2019; Shankar et al. , 2022).…”

Section: Introductionmentioning

confidence: 99%

Online service failure: antecedents, moderators and consequences

Adil

Sadiq

Jebarajakirthy

et al. 2022

JSTP

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“…Also, we put a call on the Electronic List for Marketing Academics and Researchers (ELMAR) to mitigate the possibility of missing any relevant unpublished study or working paper (Maseeh, Jebarajakirthy, Pentecost, Arli, et al, 2021; Zlatevska et al, 2014). Finally, we performed a search on Google and Google Scholar search engines using the same keywords (Adil et al, 2022; Shankar et al, 2022). We were able to retrieve a total of 512 papers through the search process.…”

Section: Methodsmentioning

confidence: 99%

“…Finally, we performed a search on Google and Google Scholar search engines using the same keywords (Adil et al, 2022;Shankar et al, 2022). We were able to retrieve a total of 512 papers through the search process.…”

Section: Search For the Relevant Literaturementioning

confidence: 99%

Artificial intelligence in marketing: A meta‐analytic review

Mehta¹,

Jebarajakirthy

Maseeh

et al. 2022

Psychology and Marketing

Self Cite

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This study synthesizes the artificial intelligence literature into a Meta-analytic framework based on the theory of reasoned action and the unified theory of acceptance and use of technology 2, and examines concrete relationships between the constructs of this framework. This meta-review also performed a moderation analysis to investigate the possible reasons for inconsistent findings across studies.The findings suggest that three methodological moderators (sample type, gender dominance, and publication type), and one contextual moderator (level of country's technology advancement) lead to inconsistencies in the relationships between study constructs. Academically, this review synthesizes the artificial intelligence literature and resolves inconsistencies in the literature and also adds constructs to both theory of reasoned action and the unified theory of acceptance and use of technology 2.

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“…The innovations in the service process, such as the adoption of driverless cars regarding risk, parent brand familiarity, and trust aspects [24], and the acceptance of food delivery with drones concerning perceived innovativeness [25], benefits, and image aspects [26] have also been examined. However, calling for further research on the capability of digital services to respond to opportunities in a dynamic environment [27], and "technology-related behaviour in the global crisis" [28], lack of empirical research on BE of platforms [29] and a need for more investigations on customer response to innovation, especially when everything is related to service innovation, [30], e-satisfaction, and e-loyalty, particularly in online food mobile applications [31,32], highlight a research gap and emergence of a requisite to empirically explore innovation through BE in the digital platforms from customers' perspectives.…”

Section: Introductionmentioning

confidence: 99%

Service Delivery and Branding Management in Digital Platforms: Innovation through Brand Extension

Sedighi

Sheikh

Tourani

et al. 2022

Human Behavior and Emerging Technologies

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Purpose. Resources and experiences may give platform owners an advantage to expand their business to new areas of possible growth. However, can the winner take it all? Or is the spandex rule—“just because you can, does not mean you should”—valid for platforms, as well? The present study is aimed at narrowing this research gap by focusing on the innovation through brand extension impact on customer satisfaction and brand loyalty in an ever-greater area of the service sector. Design/Methodology/Approach. The partial least-squares structural equation modelling (PLS-SEM) is applied to analyse the questionnaires and explore the relationships between the proposed research model’s constructs. Findings. The results reveal that service innovation through brand extension impacts customer satisfaction and loyalty favourably. Customer satisfaction mediates the relation between innovation through brand extension and brand loyalty. Parent brand reputation intensifies service innovation through the impact of brand extension on customer satisfaction and loyalty, while perceived risk deters its effects. Customer innovativeness enhances customer satisfaction. Finally, perceived category similarity (fit) augments customer satisfaction while impacting loyalty negatively. Practical Implications. The findings provide a deeper understanding of innovation and brand management in digital platforms and forge a promising path forward for marketing researchers investigating the platform economy. Originality/Value. Little remains acknowledged regarding the theoretical interface of innovation through brand extension in the digital platform sphere and its consequences on customer behaviour. Building on this lacuna, the authors adopt an underexplored object that focuses on digital platform innovation through brand extension, customer satisfaction, and brand loyalty.

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Online food delivery: A systematic synthesis of literature and a framework development

Cited by 72 publications

References 115 publications

Online service failure: antecedents, moderators and consequences

Online service failure: antecedents, moderators and consequences

Artificial intelligence in marketing: A meta‐analytic review

Service Delivery and Branding Management in Digital Platforms: Innovation through Brand Extension

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