Purpose Many e-commerce companies adopt a product customization platform offering various choices for customers to configure products to better satisfy their needs. However, a method to effectively measure customer satisfaction is lacking. This paper aims to investigate customers' perception of...

Purpose – The purpose of the paper is twofold. First, it investigates antecedents of online purchasing behaviour, taking into account the relationships between the constructs of service quality, perceived value and loyalty. Second, the study analyses up to what point men’s and women’s...

Purpose The perceived electronic-service quality (e-SQ) has become a relevant research area, not only in developed but also in smaller, less-developed countries. The purpose of this paper is to provide a description of an analysis into the relationship of the dimensions of perceived e-SQ and...

Purpose The development of e-grocery allows people to purchase food online and benefit from home delivery service. Nevertheless, a high rate of failed deliveries due to the customer’s absence causes significant loss of logistics efficiency, especially for perishable food. The purpose of this...

Purpose Failed deliveries (i.e. deliveries not accomplished due to the absence of customers) represent a critical issue in B2C (Business-to-consumer) e-commerce last-mile deliveries, implying high costs for e-commerce players and negatively affecting customer satisfaction. A promising option to...

Purpose On December 20, 2021, Viya, a social media influencer (SMI) with the largest number of followers in China, was exposed for having evaded RMB 643 million in taxes during 2019 and 2020. Consequently, she was fined a total of RMB 1.341 billion by the tax authorities. While the strict...

Purpose The online direct selling mode has been widely accepted by enterprises in the O2O era. However, the dual-channel (online/offline, forward/backward) operations of the closed-loop supply chain (CLSC) changed the relationship between manufacturers and retailers, thus resulting in channel...

Purpose With the rapid development of e-commerce, multi-sourcing with supply contracts and spot buying has become more and more popular in reality. The main purpose of the paper is to explore a loss-averse buyer's optimal procurement policy in a multi-sourcing under e-commerce surroundings....