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| Author: | Xing, Y. (et al.) |
| Title: | The interface between retailers and logistics service providers in the online market |
| Journal: | European Journal of Marketing
2011 : VOL 45:3, p. 334-357 |
| Index terms: | internet electronic commerce shopping retailing distribution logistics service quality |
| Freeterms: | e-commerce |
| Language: | eng |
| Abstract: | Retailers and logistics service providers have recently faced challenges of physical distribution service quality (PDSQ) due to the growth in online shopping. This paper aims to study the issues raised by electronic PDSQ. Qualitative interviews with retailers, logistics service providers and experts reveal that in comparison with multi-channel actors, pure logistic service providers tend to offer better PDSQ, constructs of availability, time, condition and returns. The interviewees had also concerns about the relationship between retailers and logistics service providers as well as about service trade-off costs. |
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