Physical distribution service quality in Internet retailing

Service pricing, transaction attributes, and firm attributes

Elliot Rabinovich, Joseph P. Bailey

Research output: Contribution to journalArticle

112 Citations (Scopus)

Abstract

This paper develops a theoretical framework and empirically investigates physical distribution service (PDS) quality by Internet retailers in their transactions with consumers. An analysis of data that measure hundreds of electronic commerce transactions along with data at the firm level shows that higher shipping and handling charges are good indicators of better PDS quality. Other transaction-level conditions and firm-level attributes also affect PDS quality, as measured by availability, timeliness, and reliability. Most notably, when the net price of products transacted increases, PDS reliability and availability decline. Furthermore, Internet-retailer size is found to favor PDS availability whereas, surprisingly, newer Internet retailers exhibit a higher level of PDS availability than many of their incumbent competitors.

Original languageEnglish (US)
Pages (from-to)651-672
Number of pages22
JournalJournal of Operations Management
Volume21
Issue number6
DOIs
StatePublished - Jan 2004

Fingerprint

Retailing
Service Quality
Pricing
Transactions
Attribute
Availability
Internet
Costs
Electronic commerce
Freight transportation
Measure Data
Electronic Commerce
Internet retailing
Physical distribution
Service pricing
Service quality
Charge
Retailers
World Wide Web

Keywords

  • e-Commerce
  • e-Services
  • Logistics/distribution
  • MIS/operations interface
  • Service operations

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Modeling and Simulation

Cite this

Physical distribution service quality in Internet retailing : Service pricing, transaction attributes, and firm attributes. / Rabinovich, Elliot; Bailey, Joseph P.

In: Journal of Operations Management, Vol. 21, No. 6, 01.2004, p. 651-672.

Research output: Contribution to journalArticle

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