业务
订单(交换)
声誉
忠诚
竞争优势
营销
交付性能
顾客满意度
输送系统
订单履行
偏爱
客户保留
忠诚商业模式
服务交付框架
电子商务
服务(商务)
服务质量
计算机科学
过程管理
供应链
微观经济学
经济
工程类
社会科学
财务
社会学
万维网
生物医学工程
作者
Amira Ahmed,Amit V. Deokar,Ho Cheung Brian Lee,Nichalin S. Summerfield
标识
DOI:10.1016/j.dss.2023.114061
摘要
Express delivery, enabled by automated warehouse systems, offers a competitive advantage to e-commerce retailers by shortening order shipping time. It is a common strategy used to attract customers to maintain customer loyalty and improve customer satisfaction on an electronic commerce platform. Yet promising express delivery may heighten customer expectations, subsequently affecting their post-purchase satisfaction and potentially affecting their rating behavior for the logistics service performance. Using a dataset from an e-commerce platform, we show that orders with an express delivery promise are less likely to be reviewed and are reviewed with a lower rating score compared to orders without an express delivery promise but with the same delivery time. Interestingly, the negative effect persists even if the express order arrives earlier than the promised delivery date. We propose that customers have a preference referencing a higher expectation driven by the promise effect of the express delivery, resulting in a change in rating behavior. We recommend that firms, especially online retailers, should carefully consider anticipated customer expectations and post-purchase reactions when developing an express delivery commitment strategy.
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