E-fulfillment dimensions and its influence on customers in e-tailing: a critical review
Asia Pacific Journal of Marketing and Logistics
ISSN: 1355-5855
Article publication date: 10 April 2017
Abstract
Purpose
The purpose of this paper is to understand the dimensions of the e-fulfillment process and its influence on customers in pure e-tailing; to classify the pertinent literature that has evolved over time addressing relevant managerial issues; and to identify the gaps between the practices prevalent in the e-fulfillment and those suggested by academicians to develop insights for future research.
Design/methodology/approach
A critical systemic literature review approach was used for the study with quantitative and qualitative analysis.
Findings
The authors identified seven dimensions of e-fulfillment in the literature on pure e-tailing: e-business quality, product quality, pricing, availability, timeliness, condition and ease of return and explored its linkages with shopping satisfaction and repurchase intention of customers in e-tailing.
Research limitations/implications
The study was skewed toward an empirical approach. The study does not include many of the analytical models in this space.
Practical implications
This study helps e-tailers, academicians and practitioners understand critical dimensions of e-fulfillment and its influence on customers in the pure e-tailing setting in order to design customer-centric e-fulfillment architecture.
Originality/value
The study identified seven dimensions of e-fulfillment in the literature and explored its influence on shopping satisfaction and repurchase intention of customers in pure e-tailing. This is the first compilation of standalone/isolated studies available in the literature to provide e-tailers and academicians meaningful insights into e-fulfillment in the pure e-tailing setting.
Keywords
Citation
Jain, N.K., Gajjar, H., Shah, B.J. and Sadh, A. (2017), "E-fulfillment dimensions and its influence on customers in e-tailing: a critical review", Asia Pacific Journal of Marketing and Logistics, Vol. 29 No. 2, pp. 347-369. https://doi.org/10.1108/APJML-11-2015-0167
Publisher
:Emerald Publishing Limited
Copyright © 2017, Emerald Publishing Limited