VU Research Portal

(1)

VU Research Portal

Order Fulfilment and Consumer Behaviour in Online Retailing

Nguyen, D.H.

2018

document version

Publisher's PDF, also known as Version of record

Link to publication in VU Research Portal

citation for published version (APA)

Nguyen, D. H. (2018). Order Fulfilment and Consumer Behaviour in Online Retailing.

General rights

Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. • Users may download and print one copy of any publication from the public portal for the purpose of private study or research. • You may not further distribute the material or use it for any profit-making activity or commercial gain

• You may freely distribute the URL identifying the publication in the public portal ?

Take down policy

If you believe that this document breaches copyright please contact us providing details, and we will remove access to the work immediately and investigate your claim.

E-mail address:

vuresearchportal.ub@vu.nl

(2)

References

Abdul-Muhmin, A.G. (2011), “Repeat purchase intentions in online shopping: the role of satisfaction, attitude, and online retailers’ performance”, Journal of International

Consumer Marketing, Vol. 23 No. 1, pp. 5–20.

ABS. (2015), Academic Journal Guide 2015, ABS, London.

Accenture. (2011), European Cross-Border E-Commerce: The Challenge of Achieving

Profitable Growth, Chicago, IL.

Agatz, N., Campbell, A., Fleischmann, M. and Savelsbergh, M. (2011), “Time slot management in attended home delivery”, Transportation Science, Vol. 45 No. 3, pp. 435–449.

Agatz, N., Campbell, A.M., Fleischmann, M., Van Nunen, J. and Savelsbergh, M. (2013), “Revenue management opportunities for Internet retailers”, Journal of Revenue and

Pricing Management, Vol. 12 No. 2, pp. 128–138.

Agatz, N., Campbell, A.M., Fleischmann, M. and Savels, M. (2008), “Challenges and opportunities in attended home delivery”, The Vehicle Routing Problem: Latest

Advances and New Challenges, Springer, pp. 379–396.

Agatz, N.A.H., Fleischmann, M. and van Nunen, J.A.E.E. (2008), “E-fulfillment and multi-channel distribution - A review”, European Journal of Operational Research, Vol. 187 No. 2, pp. 339–356.

Ajzen, I. (1991), “The theory of planned behaviour”, Organizational Behaviours and Human

Decision Processes, Vol. 50 No. 2, pp. 179–211.

Ajzen, I. and Fishbein, M. (1980), Understanding Attitudes and Predicting Social Behavior, Prentice Hall, Englewood Cliffs, NJ.

AliResearch. (2016), “Global Cross Border B2C e-Commerce Market 2020: Report highlights & methodology sharing”, available at:

http://unctad.org/meetings/es/Presentation/dtl_eweek2016_AlibabaResearch_en.pdf (accessed 18 January 2017).

Allen, J., Thorne, G. and Browne, M. (2007), “BESTUFS Good Practice Guide on Urban Freight Transport”, BESTUFS.

Anderson, E.J., Coltman, T., Devinney, T.M. and Keating, B. (2011), “What drives the choice of a third-party logistics provider?”, Journal of Supply Chain Management, Vol. 47 No. 2, pp. 97–115.

(3)

Elsevier, Vol. 34 No. 3, pp. 746–760.

Barbara, M.B. (2016), Structural Equation Modeling with AMOS: Basic Concepts,

Applications, and Programming, 3rd ed., Routledge, New York.

Barclays. (2014), The Last Mile: Exploring the Online Purchasing and Delivery Journey. Bart, Y., Shankar, V., Sultan, F. and Urban, G.L. (2005), “Are the drivers and role of online

trust the same for all web sites and sonsumers? A large-scale exploratory empirical study”, Journal of Marketing, Vol. 69 No. 4, pp. 133–152.

Bask, A., Halme, M., Kallio, M. and Kuula, M. (2013), “Consumer preferences for sustainability and their impact on supply chain management: The case of mobile phones”, International Journal of Physical Distribution & Logistics Management, Vol. 43 No. 5/6, pp. 380–406.

Becerril-Arreola, R., Leng, M. and Parlar, M. (2013), “Online retailers’ promotional pricing, free-shipping threshold, and inventory decisions: a simulation-based analysis”, European

Journal of Operational Research, Vol. 230 No. 2, pp. 272–283.

Bell, D.R., Gallino, S. and Moreno, A. (2014), “How to win in an omnichannel world”, MIT

Sloan Management Review, Vol. 56 No. 1, pp. 45–53.

Bernon, M., Cullen, J. and Gorst, J. (2016), “Online retail returns management: Integration within an omni-channel distribution context”, International Journal of Physical

Distribution & Logistics Management, Emerald Group Publishing Limited, Vol. 46 No.

6/7, pp. 584–605.

Bienstock, C.C., Mentzer, J.T. and Bird, M.M. (1996), “Measuring physical distribution service quality”, Journal of the Academy of Marketing Science, Sage Publications Sage CA: Thousand Oaks, CA, Vol. 25 No. 1, pp. 31–44.

Bonifield, C., Cole, C. and Schultz, R.L. (2010), “Product returns on the Internet: a case of mixed signals?”, Journal of Business Research, Vol. 63 No. 9–10, SI, pp. 1058–1065. Boone, T. and Ganeshan, R. (2013), “Exploratory analysis of free shipping policies of online

retailers”, International Journal of Production Economics, Vol. 143 No. 2, pp. 627–632. Booth, A., Diana, P. and Anthea, S. (2011), Systematic Approaches to a Successful Literature

Review, Sage, US.

Bower, A.B. and Maxham III, J.G. (2012), “Return shipping policies of online retailers: normative assumptions and the long-term consequence of fee and free returns”, Journal

of Marketing, Vol. 76 No. 5, pp. 110–124.

(4)

Boyer, K.K. and Hult, G.T.M. (2005b), “Extending the supply chain: integrating operations and marketing in the online grocery industry”, Journal of Operations Management, Vol. 23 No. 6, pp. 642–661.

Boyer, K.K. and Hult, G.T.M. (2006), “Customer behavioral intentions for online purchases: an examination of fulfillment method and customer experience level”, Journal of

Operations Management, Vol. 24 No. 2, pp. 124–147.

Boyer, K.K., Prud’homme, A.M. and Chung, W. (2009), “The last mile challenge: evaluating the effects of customer density and delivery window patterns”, Journal of Business

Logistics, Vol. 30 No. 1, pp. 185–201.

Breugelmans, E., Campo, K. and Gijsbrechts, E. (2006), “Opportunities for active stock-out management in online stores: the impact of the stock-out policy on online stock-out reactions”, Journal of Retailing, Greenwich, Vol. 82 No. 3, pp. 215–228.

Brynjolfsson, E., Hu, Y. and Simester, D. (2011), “Goodbye pareto principle, hello long tail: The effect of search costs on the concentration of product sales”, Management Science, INFORMS, Vol. 57 No. 8, pp. 1373–1386.

Burke, R.R. (2002), “Technology and the customer interface: what consumers want in the physical and virtual store”, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 411–432.

Campbell, A.M. and Savelsbergh, M. (2005), “Decision support for consumer direct grocery initiatives”, Transportation Science, Vol. 39 No. 3, pp. 313–327.

Campbell, A.M. and Savelsbergh, M. (2006), “Incentive schemes for attended home delivery services”, Transportation Science, Vol. 40 No. 3, pp. 327–341.

Campbell, D.T. and Fiske, D.W. (1959), “Convergent and discriminant validation by the multitrait-multimethod matrix.”, Psychological Bulletin, Vol. 56 No. 2, p. 81. Cao, Y., Gruca, T.S. and Klemz, B.R. (2003), “Internet pricing, price satisfaction, and

customer satisfaction”, International Journal of Electronic Commerce, Vol. 8 No. 2, pp. 31–50.

CBS. (2016), “Online winkelen; kenmerken aankoop, persoonskenmerken”, available at: http://statline.cbs.nl/Statweb/publication/?DM=SLNL&PA=83430NED&D1=0,5-25&D2=0,3-6&D3=0&D4=a&HDR=T&STB=G1,G2,G3&VW=T (accessed 12 July 2017).

(5)

Chen, M.-C., Hsu, C.-L., Hsu, C.-M. and Lee, Y.-Y. (2014), “Ensuring the quality of e-shopping specialty foods through efficient logistics service”, Trends in Food Science &

Technology, Vol. 35 No. 1, pp. 69–82.

Chen, S.-J. and Chang, T.-Z. (2003), “A descriptive model of online shopping process: some empirical results”, International Journal of Service Industry Management, Vol. 14 No. 5, pp. 556–569.

Cheung, C.M.K., Chan, G.W.W. and Limayem, M. (2005), “A critical review of online consumer behavior: empirical research”, Journal of Electronic Commerce in

Organizations (JECO), Vol. 3 No. 4, pp. 1–19.

Chiu, C.-M., Chang, C.-C., Cheng, H.-L. and Fang, Y.-H. (2009), “Determinants of customer repurchase intention in online shopping”, Online Information Review, Vol. 33 No. 4, pp. 761–784.

Chiu, C.-M., Wang, E.T.G., Fang, Y.-H. and Huang, H.-Y. (2014), “Understanding

customers’ repeat purchase intentions in B2C e-commerce: the roles of utilitarian value, hedonic value and perceived risk”, Information Systems Journal, Vol. 24 No. 1, pp. 85– 114.

Cho, Y.K. (2015), “Creating customer repurchase intention in Internet retailing: the effects of multiple service events and product type”, Journal of Retailing and Consumer Services, Vol. 22, pp. 213–222.

Cohen, J. (1988), Statistical Power Analysis for the Behavioral Sciences, 2nd ed., Academic Press, New York.

Cohen, J., Cohen, P., West, S.G. and Aiken, L.S. (2003), Applied Multiple

Regression/Correlation Analysis for the Behavioral Sciences, 3rd ed., Lawrence Erlbaum

Associates, Inc., Mahwah, NJ.

Collier, J.E. and Bienstock, C.C. (2006), “Measuring service quality in e-retailing”, Journal of

Service Research, Vol. 8 No. 3, pp. 260–275.

Colliers International. (2015), From First Mile to Last Mile: Global Industrial & Logistics

Trends.

Collins, A.T. (2015), “Behavioural influences on the environmental impact of

collection/delivery points”, in Fahimnia, B., Bell, M.G.H., Hensher, D.A. and Sarkis, J. (Eds.), Green Logistics and Transportation: A Sustainable Supply Chain Perspective, Springer, pp. 15–34.

comScore. (2013), “UPS pulse of the online shopper”, available at:

(6)

https://upsconnect.com/wp-content/uploads/2013/10/2013-UPS-Online-Shopping-Customer-ExperienceStudy_v_Final_5-28v22.pdf (accessed 13 September 2014).

comScore and UPS. (2014), “UPS Pulse of the Online ShopperTM_{: A customer experience}

study”, available at: https://www.ups.com/media/en/2014-UPS-Pulse-of-the-Online-Shopper.pdf (accessed 1 May 2017).

Conway, E., Fu, N., Monks, K., Alfes, K. and Bailey, C. (2016), “Demands or resources? The relationship between HR practices, employee engagement, and emotional exhaustion within a hybrid model of employment relations”, Human Resource Management, Vol. 55 No. 5, pp. 901–917.

CSCMP. (2013), “Supply chain management: terms and glossary”, available at:

https://cscmp.org/sites/default/files/user_uploads/resources/downloads/glossary-2013.pdf (accessed 3 November 2014).

Daduna, J.R. and Lenz, B. (2005), “Online shopping and changes in mobility”, in Bernhard Fleischmann and Andreas Klose (Eds.), Distribution Logistics: Advancec Solutions to

Practical Problems, Springer, pp. 65–84.

Dadzie, K.Q., Chelariu, C. and Winston, E. (2005), “Customer service in the Internet-enabled logistics supply chain: website design antecedents and loyalty effects”, Journal of

Business Logistics, Vol. 26 No. 1, pp. 53–78.

Dadzie, K.Q. and Winston, E. (2007), “Consumer response to stock-out in the online supply chain”, International Journal of Physical Distribution & Logistics Management, Bradford, Vol. 37 No. 1, pp. 19–42.

Danielis, R., Marcucci, E. and Rotaris, L. (2005), “Logistics managers’ stated preferences for freight service attributes”, Transportation Research Part E: Logistics and

Transportation Review, Vol. 41 No. 3, pp. 201–215.

Darley, W.K., Blankson, C. and Luethge, D.J. (2010), “Toward an integrated framework for online consumer behavior and decision making process: a review”, Psychology &

Marketing, Vol. 27 No. 2, pp. 94–116.

Daunt, K.L. and Harris, L.C. (2017), “Consumer showrooming: Value co-destruction”,

Journal of Retailing and Consumer Services, Vol. 38, pp. 166–176.

Davis, F.D. (1989), “Perceived usefulness, perceived ease of use, and user acceptance of information technology”, MIS Quarterly, Vol. 13 No. 3, pp. 319–340.

Deloitte. (2014), The Omnichannel Opportunity: Unlocking the Power of the Connected

Consumer, London.

Deloitte. (2015), Omni-Channel Retail – A Deloitte Point of View.

(7)

behaviour”, European Journal of Marketing, Vol. 43 No. 9/10, pp. 1121–1139.

Denyer, D. and Tranfield, D. (2009), “Producing a systematic review”, in Buchanan, D. and Bryman, A. (Eds.), The Sage Handbook of Organizational Research Methods, Sage Publications, Thousand Oaks, CA, pp. 671–689.

DHL. (2014), “Global e-tailing 2025”, available at:

http://www.dpdhl.com/content/dam/dpdhl/global_etailing_2025/pdf/dpdhl-study-global-e-tailing-2025.pdf (accessed 24 October 2015).

DHL. (2015), “Omni-channel Logistics”, available at:

http://www.dhl.com/en/about_us/logistics_insights/dhl_trend_research/omni_channel_lo gistics.html#.WZwtY_gjGUk (accessed 18 January 2017).

DHL Trend Research. (2014), "Logistics Trend Radar: Delivering insight today. Creating value tomorrow!", available at:

http://www.dhl.com/en/about_us/logistics_insights/dhl_trend_research/trendradar.html#. Wvudnu6FPDc (accessed 24 October 2015).

Dholakia, U.M., Kahn, B.E., Reeves, R., Rindfleisch, A., Stewart, D. and Taylor, E. (2010), “Consumer behavior in a multichannel, multimedia retailing environment”, Journal of

Interactive Marketing, Vol. 24 No. 2, pp. 86–95.

Drapers. (2014), “Multichannel report”, available at:

http://ampersandcommerce.com/assets/Multichannel-Report-2.pdf (accessed 26 September 2014).

Ecommerce Europe. (2015), “Europe B2C Ecommerce report 2015 (Light Version)”, available at: http://www.ecommerce-europe.eu/app/uploads/2016/08/europeanb2c-e-commerce-report-2015-light-20150615.pdf-1.pdf (accessed 18 January 2016). Ecommerce Europe. (2016a), “Europe B2C E-commerce Report 2016 (Light Version)”. Ecommerce Europe. (2016b), “The Netherlands B2C E-commerce Report 2016 (Light

Version)”.

Ecommerce Foundation. (2016a), Global B2C E-Commerce Report 2016 (Light Version), available at:

https://www.ecommercewiki.org/wikis/www.ecommercewiki.org/images/5/56/Global_B 2C_Ecommerce_Report_2016.pdf.

Ecommerce Foundation. (2016b), “Cross-border E-commerce Barometer”, available at: https://www.ecommerce-europe.eu/app/uploads/2016/07/Research-Report-Cross-Border-E-commerce-Barometer-2016-FINAL.pdf (accessed 18 January 2017).

(8)

Version), available at: http://www.ecommercefoundation.org/download-free-reports.

Edwards, J., McKinnon, A. and Cullinane, S. (2011), “Comparative carbon auditing of conventional and online retail supply chains: a review of methodological issues”, Supply

Chain Management: An International Journal, Vol. 16 No. 1, pp. 57–63.

Ehmke, J.F. and Campbell, A.M. (2014), “Customer acceptance mechanisms for home deliveries in metropolitan areas”, European Journal of Operational Research, Vol. 233 No. 1, pp. 193–207.

Enders, C.K. (2010), Applied Missing Data Analysis, Guilford Press, New York. Esper, T.L., Jensen, T.D., Turnipseed, F.L. and Burton, S. (2003), “The last mile: an

examination of effects of online retail delivery strategies on consumers”, Journal of

Etherington, D. (2017), “Amazon debuts ‘Instant Pickup Points’ in the U.S. for pickups in minutes”, available at: https://techcrunch.com/2017/08/15/amazon-debuts-instant-pickup-points-in-the-u-s-for-pickups-in-minutes/ (accessed 18 January 2017). Evans, J.D. (1996), Straightforward Statistics for the Behavioral Sciences, Brooks/Cole,

Pacific Grove, CA.

Fernie, J. and McKinnon, A. (2009), “The development of etail logistics”, in Fernie, J. and Sparks, L. (Eds.), Logistics and Retail Management, Emerging Issues and New

Challenges in the Retail Supply Chain, Kogan Page, London, pp. 207–232.

Foscht, T., Ernstreiter, K., Maloles III, C., Sinha, I. and Swoboda, B. (2013), “Retaining or returning? Some insights for a better understanding of return behaviour”, International

Journal of Retail & Distribution Management, Emerald Group Publishing Limited, Vol.

41 No. 2, pp. 113–134.

Frankel, R., Bolumole, Y.A., Eltantawy, R.A., Paulraj, A. and Gundlach, G.T. (2008), “The domain and scope of SCM’s foundational disciplines: insights and issues to advance research”, Journal of Business Logistics, Vol. 29 No. 1, pp. 1–30.

Garver, M.S., Williams, Z., Taylor, G.S. and Wynne, W.R. (2012), “Modelling choice in logistics: a managerial guide and application”, International Journal of Physical

Distribution & Logistics Management, Vol. 42 No. 2, pp. 128–151.

Gefen, D., Karahanna, E. and Straub, D.W. (2003), “Trust and TAM in online shopping: An integrated model”, MIS Quarterly, Vol. 27 No. 1, pp. 51–90.

(9)

Gevaers, R., de Voorde, E. and Vanelslander, T. (2011), “Characteristics and typology of last-mile logistics from an innovation perspective in an urban context”, City Distribution and

Urban Freight Transport: Multiple Perspectives, Edward Elgar Publishing, pp. 56–71.

Gligor, D.M. (2014), “The role of demand management in achieving supply chain agility”,

Supply Chain Management: An International Journal, Vol. 19 No. 5/6, pp. 577–591.

Gligor, D.M. and Holcomb, M.C. (2012), “Understanding the role of logistics capabilities in achieving supply chain agility: a systematic literature review”, Supply Chain

Management: An International Journal, Vol. 17 No. 4, pp. 438–453.

Global Webshop Logistics. (2014), Global Webshop Logistics: 2014 Research.

Goethals, F., Leclercq-Vandelannoitte, A. and Tütüncü, Y. (2012), “French consumers’ perceptions of the unattended delivery model for e-grocery retailing”, Journal of

Retailing and Consumer Services, Vol. 19 No. 1, pp. 133–139.

Goldsby, T.J. and Zinn, W. (2016), “Technology Innovation and New Business Models: Can Logistics and Supply Chain Research Accelerate the Evolution?”, Journal of Business

Grewal, D., Iyer, G.R. and Levy, M. (2004), “Internet retailing: enablers, limiters and market consequences”, Journal of Business Research, Elsevier, Vol. 57 No. 7, pp. 703–713. Griffis, S.E., Rao, S., Goldsby, T.J. and Niranjan, T.T. (2012a), “The customer consequences

of returns in online retailing: an empirical analysis”, Journal of Operations Management, Vol. 30 No. 4, pp. 282–294.

Griffis, S.E., Rao, S., Goldsby, T.J., Voorhees, C.M. and Iyengar, D. (2012b), “Linking order fulfillment performance to referrals in online retailing: an empirical analysis”, Journal of

Gümüs, M., Li, S., Oh, W. and Ray, S. (2013), “Shipping fees or shipping free? A tale of two price partitioning strategies in online retailing”, Production and Operations

Management, Wiley Online Library, Vol. 22 No. 4, pp. 758–776.

Hair, J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2010), Multivariate Data Analysis, 7th ed., Pearson Education Limited.

Hardesty, D.M. and Bearden, W.O. (2009), “Consumer Behavior and Retailing”, Journal of

Retailing, Vol. 85 No. 3, pp. 239–244.

Hausmann, L., Herrmann, N.-A., Krause, J. and Netzer, T. (2014), “Same-day delivery: The next evolutionary step in parcel logistics”, available at:

(10)

Hays, T., Keskinocak, P. and Lopez, V.M. de. (2005), “Strategies and challenges of Internet grocery retailing logistics”, in Geunes, J., Akcali, E., Pardalos, P.M., Romeijn, H.E. and Zou-Jun, M.S. (Eds.), Applications of Supply Chain Management and E-Commerce

Research, Springer, New York, NY, pp. 217–252.

Heim, G.R. and Sinha, K.K. (2001), “Operational drivers of customer loyalty in electronic retailing: an empirical analysis of electronic food retailers”, Manufacturing & Service

Hong, I.B. and Cho, H. (2011), “The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust”,

International Journal of Information Management, Vol. 31 No. 5, pp. 469–479.

Howard, D.J. and Kerin, R.A. (2006), “Broadening the scope of reference price advertising research: a field study of consumer shopping involvement”, Journal of Marketing, American Marketing Association, Vol. 70 No. 4, pp. 185–204.

Howland, D. (2017), “L.L. Bean rethinking signature shipping, returns policy”, available at:

http://www.retaildive.com/news/ll-bean-rethinking-signature-shipping-returns-policy/435922/ (accessed 18 January 2017).

Hoyer, W.D. and MacInnis, D.J. (2010), Consumer Behavior, 5th ed., South-Western Cengage Learning, Mason, OH.

Huang, W.-H. and Cheng, Y.-C. (2015), “Threshold free shipping policies for internet shoppers”, Transportation Research Part A: Policy and Practice, Elsevier, Vol. 82, pp. 193–203.

Hübner, A., Kuhn, H. and Wollenburg, J. (2016), “Last mile fulfilment and distribution in omni-channel grocery retailing: a strategic planning framework”, International Journal

of Retail & Distribution Management, Vol. 44 No. 3, pp. 228–247.

Hult, G.T.M., Boyer, K.K. and Ketchen Jr, D.J. (2007), “Quality, operational logistics strategy, and repurchase intentions: a profile deviation analysis”, Journal of Business

Logistics, Hoboken, Vol. 28 No. 2, p. 105–VII.

IMRG. (2015a), “UK Click & Collect Review 2015”, available at:

http://reports.imrg.org/IMRCC+_C&C2015report (accessed 1 May 2017). IMRG. (2015b), Consumer Home Delivery Survey 2015.

Ishfaq, R. and Raja, U. (2017), “Evaluation of Order Fulfillment Options in Retail Supply Chains”, Decision Sciences, Wiley Online Library.

(11)

Research Procedia, Elsevier, Vol. 12, pp. 644–655.

Janda, S., Trocchia, P.J. and Gwinner, K.P. (2002), “Consumer perceptions of Internet retail service quality”, International Journal of Service Industry Management, Bradford, Vol. 13 No. 5, pp. 412–431.

Jing, X. and Lewis, M. (2011), “Stockouts in online retailing”, Journal of Marketing

Research, Vol. 48 No. 2, pp. 342–354.

Johnson, M. and Whang, S. (2002), “E-business and supply chain management: an overview and framework”, Production and Operations Anagement, Vol. 11 No. 4, pp. 413–423. Karniouchina, E. V, Moore, W.L., van der Rhee, B. and Verma, R. (2009), “Issues in the use

of ratings-based versus choice-based conjoint analysis in operations management research”, European Journal of Operational Research, Vol. 197 No. 1, pp. 340–348. Kearney, A.T. (2013), “The 2013 Global Retail Development Index–Global retailers:

cautiously aggressive or aggressively cautious?”, available at:

https://www.atkearney.com/documents/10192/1315829/Global+Retailers-+Cautiously+Aggressive+or+Aggressively+Cautious.pdf/ (accessed 13 September 2014).

Keen, C., Wetzels, M., De Ruyter, K. and Feinberg, R. (2004), “E-tailers versus retailers: Which factors determine consumer preferences”, Journal of Business Research, Vol. 57 No. 7, pp. 685–695.

Kim, M. and Lennon, S.J. (2011), “Consumer response to online apparel stockouts”,

Psychology & Marketing, Vol. 28 No. 2, pp. 115–144.

Klang, D., Wallnöfer, M. and Hacklin, F. (2014), “The business model paradox: a systematic review and exploration of antecedents”, International Journal of Management Reviews, Vol. 16, pp. 454–478.

Konus, U., Verhoef, P.C. and Neslin, S.A. (2008), “Multichannel shopper segments and their covariates”, Journal of Retailing, Vol. 84 No. 4, pp. 398–413.

De Koster, R.B.. (2003), “Distribution strategies for online retailers”, IEEE Transactions on

Engineering Management, Vol. 50 No. 4, pp. 448–457.

Koufteros, X., Droge, C., Heim, G., Massad, N. and Vickery, S.K. (2014), “Encounter satisfaction in e-tailing: are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?”, Decision Sciences, Vol. 45 No. 1, pp. 5–48.

(12)

Science, Vol. 40 No. 6, pp. 759–770.

Lantz, B. and Hjort, K. (2013), “Real e-customer behavioural responses to free delivery and free returns”, Electronic Commerce Research, Vol. 13 No. 2, pp. 183–198.

de Leeuw, S., Minguela-Rata, B., Sabet, E., Boter, J. and Sigurðardóttir, R. (2016), “Trade-offs in managing commercial consumer returns for online apparel retail”, International

Journal of Operations & Production Management, Vol. 36 No. 6, pp. 710–731.

de Leeuw, S. and Spiliotopoulou, E. (2017), Benchmarking Logistical Service Offerings of

Online Retailers Europe and the USA, Vrije Universiteit Amsterdam.

Lewis, M. (2006), “The effect of shipping fees on customer acquisition, customer retention, and purchase quantities”, Journal of Retailing, Vol. 82 No. 1, pp. 13–23.

Lewis, M., Singh, V. and Fay, S. (2006), “An empirical study of the impact of nonlinear shipping and handling fees on purchase incidence and expenditure decisions”, Marketing

Science, Vol. 25 No. 1, pp. 51–64.

Li, F., Pieńkowski, D., van Moorsel, A. and Smith, C. (2012), “A holistic framework for trust in online transactions”, International Journal of Management Reviews, Vol. 14 No. 1, pp. 85–103.

Li, Y., Xu, L. and Li, D. (2013), “Examining relationships between the return policy, product quality, and pricing strategy in online direct selling”, International Journal of Production

Economics, Vol. 144 No. 2, pp. 451–460.

Liao, C., Palvia, P. and Lin, H.-N. (2010), “Stage antecedents of consumer online buying behavior”, Electronic Markets, Vol. 20 No. 1, pp. 53–65.

Van Der Lippe, T. (2007), “Dutch workers and time pressure: household and workplace characteristics”, Work, Employment and Society, Vol. 21 No. 4, pp. 693–711. Logistics Manager. (2017), “Tesco launches nationwide same-day delivery”, available at:

http://www.logisticsmanager.com/tesco-launches-nationwide-same-day-delivery/ (accessed 18 January 2017).

Lummus, R.R. and Vokurka, R.J. (2002), “Making the right e-fulfillment decision”,

Production and Inventory Management Journal, Vol. 43 No. 1/2, pp. 50–55.

Macpherson, A. and Holt, R. (2007), “Knowledge, learning and small firm growth: a systematic review of the evidence”, Research Policy, Vol. 36 No. 2, pp. 172–192. Maier, G., Bergman, E.M. and Lehner, P. (2002), “Modelling preferences and stability among

transport alternatives”, Transportation Research Part E: Logistics and Transportation

Review, Vol. 38 No. 5, pp. 319–334.

(13)

comparison of alternative approaches and a reanalysis of past research”, Management

Science, Vol. 52 No. 12, pp. 1865–1883.

Maltz, A.B., Rabinovich, E. and Sinha, R. (2004), “Logistics: the key to e-retail success”,

Supply Chain Management Review, Vol. 8 No. 3, pp. 48–54.

Matthews, R.L. and Marzec, P.E. (2012), “Social capital, a theory for operations

management: a systematic review of the evidence”, International Journal of Production

Research, Vol. 50 No. 24, pp. 7081–7099.

Mayer, R.C., Davis, J.H. and Schoorman, F.D. (1995), “An integrative model of

organizational trust”, Academy of Management Review, Vol. 20 No. 3, pp. 709–734.

McKinnon, A.C. (2016). "DRONES: will last-mile logistics take to the air?", Future

Logistics, a Freight & Logistics supplement by the FTA, Autumn 2016.

McKnight, D.H., Choudhury, V. and Kacmar, C. (2002), “Developing and validating trust measures for e-commerce: An integrative typology”, Information Systems Research, Vol. 13 No. 3, pp. 334–359.

McLeod, F., Cherrett, T. and Song, L. (2006), “Transport impacts of local collection/delivery points”, International Journal of Logistics: Research and Applications, Taylor & Francis, Vol. 9 No. 3, pp. 307–317.

McLeod, F.N. and Cherrett, T.J. (2009), “Quantifying the environmental benefits of collection/delivery points”, OR Insight, Springer, Vol. 22 No. 3, pp. 127–139.

Mentzer, J.T., DeWitt, W., Keebler, J.S., Min, S., Nix, N.W., Smith, C.D. and Zacharia, Z.G. (2001), “Defining supply chain management”, Journal of Business Logistics, Vol. 22 No. 2, pp. 1–25.

Mentzer, J.T., Flint, D.J. and Hult, G.T.M. (2001), “Logistics service quality as a segment-customized process”, Journal of Marketing, Vol. 65 No. 4, pp. 82–104.

Mentzer, J.T., Flint, D.J. and Kent, J.L. (1999), “Developing a logistics service quality scale”,

Journal of Business Logistics, Vol. 20 No. 1, pp. 9–32.

Mesías, F.J., Escribano, M., De Ledesma, A.R. and Pulido, F. (2005), “Consumers’ preferences for beef in the Spanish region of Extremadura: a study using conjoint analysis”, Journal of the Science of Food and Agriculture, Vol. 85 No. 14, pp. 2487– 2494.

MetaPack. (2015), Delivering Donsumer Choice: 2015 State of ECommerce Delivery. Meyers, L.S., Gamst, G. and Guarino, A.J. (2013), Applied Multivariate Research: Design

and Interpretation, 2nd ed., SAGE Publications Inc., USA.

(14)

Mollenkopf, D.A., Rabinovich, E., Laseter, T.M. and Boyer, K.K. (2007), “Managing Internet product returns: a focus on fffective service operations”, Decision Sciences, Vol. 38 No. 2, pp. 215–250.

Monsuwe, T.P. y, Dellaert, B.G.C. and De Ruyter, K. (2004), “What drives consumers to shop online? A literature review”, International Journal of Service Industry

Management, Vol. 15 No. 1, pp. 102–121.

Morganti, E., Dablanc, L. and Fortin, F. (2014), “Final deliveries for online shopping: The deployment of pickup point networks in urban and suburban areas”, Research in

Transportation Business & Management, Elsevier, Vol. 11, pp. 23–31.

Nguyen, D.H., de Leeuw, S., Dullaert, W.E.. and Foubert, B.P.J. (2017), Consumer

Preferences for Delivery Attributes in Online Retailing – A Conjoint Analysis, VU

University Amsterdam.

Nguyen, D.H., de Leeuw, S. and Dullaert, W.E.H. (2018), “Consumer behaviour and order fulfilment in online retailing: a systematic review”, International Journal of

Management Reviews, Vol. 20 No. 2, pp. 255–276.

Nijmeijer, K.J., Fabbricotti, I.N. and Huijsman, R. (2014), “Making franchising work: a framework based on a systematic review”, International Journal of Management

Reviews, Vol. 16 No. 1, pp. 62–83.

Nunes, P.F. and Cespedes, F. V. (2003), “The customer has escaped”, Harvard Business

Review, Vol. 81 No. 11, pp. 96–105.

Orme, B.K. (2010), Getting Started with Conjoint Analysis: Strategies for Product Design

and Pricing Research, 3rd ed., Research Publishers.

Otim, S. and Grover, V. (2006), “An empirical study on Web-based services and customer loyalty”, European Journal of Information Systems, Vol. 15 No. 6, pp. 527–542.

Otto, A., Agatz, N., Campbell, J., Golden, B. and Pesch, E. (2018), “Optimization approaches for civil applications of unmanned aerial vehicles (UAVs) or aerial drones: A survey”,

Networks, Vol. 00, pp. 1–48.

Özturan, P., Özsomer, A. and Pieters, R. (2014), “The role of market orientation in

advertising spending during economic collapse: The case of Turkey in 2001”, Journal of

Marketing Research, Vol. 51 No. 2, pp. 139–152.

Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), “E-S-QUAL: a multiple-item scale for assessing electronic service quality”, Journal of Service Research, Vol. 7 No. 3, pp. 213–233.

(15)

Cross-cultural differences in trust formation and implications for perceived risk”,

Journal of Retailing and Consumer Services, Elsevier, Vol. 19 No. 3, pp. 304–312.

Pavlou, P. (2003), “Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model”, International Journal of Electronic Commerce, Vol. 7 No. 3, pp. 101–134.

Pavlou, P. and Fygenson, M. (2006), “Understanding and predicting electronic commerce adoption: an extension of the theory of planned behavior”, MIS Quarterly, pp. 115–143. Pei, Z., Paswan, A. and Yan, R. (2014), “E-tailer’s return policy, consumer’s perception of

return policy fairness and purchase intention”, Journal of Retailing and Consumer

Services, Vol. 21 No. 3, pp. 249–257.

Peinkofer, S.T., Esper, T.L., Smith, R.J. and Williams, B.D. (2015), “Assessing the impact of price promotions on consumer response to online stockouts”, Journal of Business

Petro, G. (2017), “Amazon’s Acquisition Of Whole Foods Is About Two Things: Data And Product”, available at: https://www.forbes.com/sites/gregpetro/2017/08/02/amazons-acquisition-of-whole-foods-is-about-two-things-data-and-product/#ed5020ba8084 (accessed 25 April 2018).

Pinheiro, J., Bates, D., DebRoy, S., Sarkar, D., Heisterkamp, S., Van Willigen, B. and Maintainer, R. (2016), “Package ‘nlme’”.

Podsakoff, P.M., MacKenzie, S.B., Lee, J.-Y. and Podsakoff, N.P. (2003), “Common method biases in behavioral research: a critical review of the literature and recommended remedies.”, Journal of Applied Psychology, Vol. 88 No. 5, p. 879.

Punakivi, M. and Tanskanen, K. (2002), “Increasing the cost efficiency of e-fulfilment using shared reception boxes”, International Journal of Retail & Distribution Management, MCB UP Ltd, Vol. 30 No. 10, pp. 498–507.

Punakivi, M., Yrjola, H. and Holmstrom, J. (2001), “Solving the last mile issue: reception box or delivery box?”, International Journal of Physical Distribution & Logistics

PwC. (2014), “Achieving total retail: consumer expectations driving the next retail business model”, available at: http://www.pwc.com/gx/en/retail-consumer/assets/achievingtotal-retail.pdf (accessed 24 October 2015).

Pyke, D.F., Johnson, M.E. and Desmond, P. (2001), “E-fulfillment: it’s harder than it looks”,

Supply Chain Management Review, Vol. 5 No. 1, pp. 26–32.

(16)

“Understanding online customer repurchasing intention and the mediating role of trust: an empirical investigation in two developed countries”, European Journal of Information

Systems, Vol. 18 No. 3, pp. 205–222.

R Core Team. (2015), “R: A Language and Environment for Statistical Computing”. Rabinovich, E. and Bailey, J.P. (2004), “Physical distribution service quality in Internet

retailing: service pricing, transaction attributes, and firm attributes”, Journal of

Ramanathan, R. (2010), “The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce”, Transportation

Research Part E: Logistics and Transportation Review, Vol. 46 No. 6, pp. 950–962.

Ramanathan, R. (2011), “An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce”, International

Journal of Production Economics, Vol. 130 No. 2, pp. 255–261.

Ranaweera, C., McDougall, G. and Bansal, H. (2005), “A model of online customer behavior during the initial transaction: moderating effects of customer characteristics”, Marketing

Theory, Vol. 5 No. 1, pp. 51–74.

Rao, S., Goldsby, T.J., Griffis, S.E. and Iyenga, D. (2011a), “Electronic Logistics Service Quality (e-LSQ): its Impact on the Customer’s Purchase Satisfaction and Retention”,

Journal of Business Logistics, Vol. 32 No. 2, pp. 167–179.

Rao, S., Griffis, S.E. and Goldsby, T.J. (2011b), “Failure to deliver? Linking online order fulfillment glitches with future purchase behavior”, Journal of Operations Management, Vol. 29 No. 7–8, pp. 692–703.

Rao, S., Rabinovich, E. and Raju, D. (2014), “The role of physical distribution services as determinants of product returns in Internet retailing”, Journal of Operations

Rao, V.R. (2014), Applied Conjoint Analysis, Springer, New York, available at:https://doi.org/10.1007/978-3-540-87753-0.

Reichheld, F.F. and Schefter, P. (2000), “E-loyalty”, Harvard Business Review, Vol. 78 No. 4, pp. 105–113.

Reutterer, T. and Kotzab, H.W. (2000), “The Use of Conjoint-Analysis for Measuring

Preferences in Supply Chain Design”, Industrial Marketing Management, Vol. 29 No. 1, pp. 27–35.

(17)

Rindfleisch, A. and Moorman, C. (2001), “The acquisition and utilization of information in new product alliances: A strength-of-ties perspective”, Journal of Marketing, Vol. 65 No. 2, pp. 1–18.

Robinson, S.L. and Rousseau, D.M. (1994), “Violating the psychological contract: Not the exception but the norm”, Journal of Organizational Behavior, Vol. 15 No. 3, pp. 245– 259.

Rohm, A.J. and Swaminathan, V. (2004), “A typology of online shoppers based on shopping motivations”, Journal of Business Research, Vol. 57 No. 7, pp. 748–757.

Rose, S., Hair, N. and Clark, M. (2011), “Online customer experience: a review of the Business-to-Consumer online purchase context”, International Journal of Management

Reviews, Vol. 13 No. 1, pp. 24–39.

Sandelowski, M., Docherty, S. and Emden, C. (1997), “Focus on qualitative methods

qualitative metasynthesis: issues and techniques”, Research in Nursing and Health, Vol. 20 No. 4, pp. 365–372.

Schindler, R.M., Morrin, M. and Bechwati, N.N. (2005), “Shipping charges and shipping-charge skepticism: Implications for direct marketers’ pricing formats”, Journal of

Interactive Marketing, Wiley Online Library, Vol. 19 No. 1, pp. 41–53.

Segars, A.H. (2018), “Seven Technologies Remaking the World”, MIT Sloan Management

Review.

Semeijn, J., Riel, A.C.R. van, Birgelen, M.J.H. van and Streukens, S. (2005), “E-services and offline fulfilment: how e-loyalty is created”, Managing Service Quality, Bedford, Vol. 15 No. 2, pp. 182–194.

Shrout, P.E. and Bolger, N. (2002), “Mediation in experimental and nonexperimental studies: New procedures and recommendations”, Psychological Methods, American

Psychological Association, Vol. 7 No. 4, pp. 422–445.

Smith, A.D. (2005), “Reverse logistics programs: gauging their effects on CRM and online behavior”, VINE, Bradford, Vol. 35 No. 3, pp. 166–181.

Song, L., Cherrett, T., McLeod, F. and Guan, W. (2009), “Addressing the last mile problem: transport impacts of collection and delivery points”, Transportation Research Record:

Journal of the Transportation Research Board, Transportation Research Board of the

National Academies, No. 2097, pp. 9–18.

(18)

Southerton, D. (2003), “‘Squeezing Time’ Allocating practices, coordinating networks and scheduling society”, Time & Society, Vol. 12 No. 1, pp. 5–25.

Spiliotopoulou, E. and de Leeuw, S. (2017), Assessing Logistical Service Offerings of Online

Retailers in Europe and the USA, Working Paper, VU University Amsterdam.

Suarez-Almazor, M.E., Belseck, E., Homik, J., Dorgan, M. and Ramos-Remus, C. (2000), “Identifying clinical trials in the medical literature with electronic databases: MEDLINE alone is not enough”, Controlled Clinical Trials, Vol. 21 No. 5, pp. 476–487.

Target. (2015), “Spend $25+ Get Free Shipping: How Target’s New Shipping Policy Will Change Your Life”, available at: https://corporate.target.com/article/2015/02/how-targets-new-shipping-policy-will-change-your-l.

Tarn, J.M., Razi, M.A., Wen, H.J. and Perez Jr, A.A. (2003), “E-fulfillment: the strategy and operational requirements”, Logistics Information Management, Vol. 16 No. 5, pp. 350– 362.

Tausig, M. and Fenwick, R. (2001), “Unbinding time: alternate work schedules and work-life balance”, Journal of Family and Economic Issues, Vol. 22 No. 2, pp. 101–119.

Thirumalai, S. and Sinha, K.K. (2005), “Customer satisfaction with order fulfillment in retail supply chains: implications of product type in electronic B2C transactions”, Journal of

Thirumalai, S. and Sinha, K.K. (2009), “Customization Strategies in Electronic Retailing: Implications of Customer Purchase Behavior”, Decision Sciences, Atlanta, Vol. 40 No. 1, p. 5.

Thomas, R.W. (2011), “When student samples make sense in logistics research”, Journal of

Thorpe, R., Holt, R., Macpherson, A. and Pittaway, L. (2005), “Using knowledge within small and medium-sized firms: a systematic review of the evidence”, International

Journal of Management Reviews, Vol. 7 No. 4, pp. 257–281.

Tranfield, D., Denyer, D. and Smart, P. (2003), “Towards a methodology for developing evidence-informed management knowledge by means of systematic review”, British

Journal of Management, Vol. 14 No. 3, pp. 207–222.

Turban, E., King, D., Lee, J.K., Liang, T.-P. and Turban, D.C. (2015), “Order Fulfillment Along the Supply Chain”, Electronic Commerce, Springer, pp. 561–596.

UPS. (2015a), “UPS Pulse of the Online ShopperTM_{: A customer experience study (Europe}

Study)”, available at:

(19)

January 2017).

UPS. (2015b), “Rethinking online returns: Comparing the return policies and processes of top online retailers to shopper preferences”, available at:

https://solvers.ups.com/assets/UPS_ReturnsExecutiveSummary.pdf (accessed 18 January 2017).

UPS. (2016), “UPS Pulse of the Online ShopperTM_{: Tech-savvy shoppers transforming retail”,}

available at:

https://solvers.ups.com/assets/2016_UPS_Pulse_of_the_Online_Shopper.pdf (accessed 18 January 2017).

Urban, G.L., Sultan, F. and Qualls, W.J. (2000), “Placing trust at the center of your Internet strategy”, MIT Sloan Management Review, Vol. 42 No. 1, p. 39.

Verhoef, P.C., Kannan, P.K. and Inman, J.J. (2015), “From multi-channel retailing to omni-channel retailing: introduction to the special issue on multi-omni-channel retailing”, Journal of

Retailing, Vol. 91 No. 2, pp. 174–181.

Visser, J., Nemoto, T. and Browne, M. (2014), “Home delivery and the impacts on urban freight transport: A review”, Procedia-Social and Behavioral Sciences, Elsevier, Vol. 125, pp. 15–27.

Walsh, D. and Downe, S. (2005), “Meta-synthesis method for qualitative research: a literature review.”, Journal of Advanced Nursing, Vol. 50 No. 2, pp. 204–211.

Weltevreden, J.W.J. (2008), “B2C e-commerce logistics: the rise of collection-and-delivery points in The Netherlands”, International Journal of Retail & Distribution Management, Vol. 36 No. 8, pp. 638–660.

West, B.T., Welch, K.B. and Galecki, A.T. (2014), Linear Mixed Models: A Practical Guide

Using Statistical Software, CRC Press, New York, NY.

Wilson-Jeanselme, M. and Reynolds, J. (2006), “Understanding shoppers’ expectations of online grocery retailing”, International Journal of Retail & Distribution Management, Vol. 34 No. 7, pp. 529–540.

Wolfinbarger, M. and Gilly, M.C. (2003), “eTailQ: dimensionalizing, measuring and predicting etail quality”, Journal of Retailing, Vol. 79 No. 3, pp. 183–198.

Wong, C., Skipworth, H., Godsell, J. and Achimugu, N. (2012), “Towards a theory of supply chain alignment enablers: a systematic literature review”, Supply Chain Management: An

International Journal, Vol. 17 No. 4, pp. 419–437.

(20)

Management Reviews, Vol. 15 No. 3, pp. 333–356.

Xie, Y., Batra, R. and Peng, S. (2015), “An extended model of preference formation between global and local brands: The roles of identity expressiveness, trust, and affect”, Journal

of International Marketing, Vol. 23 No. 1, pp. 50–71.

Xing, Y. and Grant, D.B. (2006), “Developing a framework for measuring physical distribution service quality of multi-channel and ‘pure player’ internet retailers”,

International Journal of Retail & Distribution Management, Vol. 34 No. 4/5, pp. 278–

289.

Xing, Y., Grant, D.B., McKinnon, A.C. and Fernie, J. (2010), “Physical distribution service quality in online retailing”, International Journal of Physical Distribution & Logistics

Yang, X., Strauss, A.K., Currie, C.S.M. and Eglese, R. (2014), “Choice-based demand management and vehicle routing in e-fulfillment”, Transportation Science, Informs. Zebra Technologies. (2018), Reinventing The Supply Chain: The Future of Fulfillment Vision

Study.

Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002), “Service quality delivery through web sites: a critical review of extant knowledge”, Journal of the Academy of Marketing

Science, Sage Publications Sage CA: Thousand Oaks, CA, Vol. 30 No. 4, pp. 362–375.

Zhang, Y., Fang, Y., Wei, K.-K., Ramsey, E., McCole, P. and Chen, H. (2011), “Repurchase intention in B2C e-commerce: a relationship quality perspective”, Information &