This paper provides a systematic review of consumer behaviour and order fulfilment in
online retailing. The objective of this review is threefold: first, to identify elements of order …

Although sustainability in the fashion industry has gained prominence from both business
practices and academic research, retailing, a vital part of the supply chain, has not yet been …

This study proposes and empirically tests a contextualized model for investigating
repurchase intentions of e-commerce consumers as well as their word-of-mouth (WOM) …

Many B2B firms have widely accepted AI-based chatbots to provide human-like service
interaction at different customer touchpoints in recent years. One of the objectives behind …

The remarkable growth of e-commerce has defined the recent years of various industries
worldwide. Driven by consumers, the e-commerce surge (e-retail in particular) stems from …

Purpose The purpose of this paper is to investigate the impact of logistics service quality
(LSQ) on consumer satisfaction and loyalty in an omni-channel retail environment …

To compete in today's omni-channel business context, it is essential for firms to co-ordinate
their activities across channels and across different stages of the customer journey and the …

This paper examines the determinants and consequences of online customer satisfaction by
considering the entire online shopping experience, based on data collected from our survey …

Recasting prior work on return-policy and purchase intentions literature, through the lens of
signaling theory and relational signaling theory, we posit that returns policy, as a market …

The rise of e‐commerce over the past 20 years has created an increased need for
responsive omnichannel distribution to meet the last mile challenge. Some companies are …