DESIGN AND DELIVERY OF ELECTRONIC SERVICES: IMPLICATIONS FOR CUSTOMER VALUE IN ELECTRONIC FOOD RETAILING

Electronic food retailers can satisfy their customers more effectively if they understand how this particular market works. As in other service segments, the emergence of electronic business-to-customer services in the retail food industry poses questions for managers about the design of new food retailing services and the redesign of existing services for delivery through electronic channels. Important topics include characteristics of electronic service offerings, the typical operational configurations used to deliver electronic services, and the ways in which they relate to the effectiveness of electronic service delivery. We address this issue by developing a product-process matrix for understanding and analyzing electronic retailing services in general. We tailor the matrix to food retailing in particular. The product-process matrix allows electronic food retailers to determine in advance what features they need in a web site to serve their chosen market effectively.Consumer/Household Economics, Marketing, Research and Development/Tech Change/Emerging Technologies,

SERVICE-PROCESS CONFIGURATIONS IN ELECTRONIC RETAILING: A TAXONOMIC ANALYSIS OF ELECTRONIC FOOD RETAILERS

Service-processes of electronic retailers are founded on electronic technologies that provide flexibility to sense and respond online to the dynamic and complex needs of customers. In this paper, we develop a taxonomy of service-processes in electronic retailing and demonstrate their linkage to customer satisfaction and customer loyalty. The taxonomy is grounded in a conceptual classification scheme that differentiates service-process stages on a continuum of flexibility. Using data on electronic service-processes collected from 255 electronic food retailers, we identified eight configurations for the taxonomy. We also collected and analyzed publicly reported customer satisfaction survey data that were available for 52 electronic food retailers in the study sample. The results of this analysis indicate positive and significant correlation of the ordering of the taxonomy configurations with (i) customer satisfaction with product information, product selection, web site aesthetics, web site navigation, customer support, and ease of return, and (ii) customer loyalty. Taken together, the results of our empirical analyses demonstrate that the taxonomy captures information and variety within and across the electronic service-process configurations in ways that can be related to customer satisfaction and customer loyalty.Marketing, Research and Development/Tech Change/Emerging Technologies,

Incorporating the Dual Customer Roles in e-Service Design

E-service involves the delivery of useful services through information technology based service delivery channels such as the Internet. A distinguishing feature of e-service is the active and significant participation of customers in the service co-production process. With increasing customer participation in the e-service co-production process, it is important to incorporate customers’ needs both as a co-producer and as a patron into the design of e-service systems. However, these dual customer roles create a complex decision problem during e-service design. In the current paper we present a customer orientation strategy for e-service design, and propose a corresponding two-stage decision model based upon the customer orientation strategy to evaluate the efficiency and effectiveness of e-service design when the focus of the design is to meet customers’ needs as both co-producers and patrons. The decision model is then applied in an empirical study of the design of e-services of Internet food retailers. Key Words: Service Operations, E-Service, Co-production, Efficiency Analysis, Data Envelopment Analysis

Forks in the Road to Rule I

Introduction: Tanya Reinhart pioneered and developed a new and very influential approach to the syntax and semantics of anaphora. It originated in Reinhart (1983a, b) and underwent various later modifications, e.g., Grodzinsky & Reinhart (1993), Heim (1993), Fox (1998, 2000), Reinhart (2000, 2006), Büring (2005). The central innovation concerned the architecture of the theory. The labor traditionally assigned to Binding Theory was broken up into two very different modules. One component (the “real” Binding Theory, if you will) regulates only one type of anaphoric relation, namely variable binding in the sense of logic. A new and different mechanism, variously thought of as a pragmatic principle, an economy constraint, and an interface rule, takes care of regulating other semantic relations, particularly conference. The latter mechanism crucially involves the construction and comparison of alternative Logical Forms and their meanings

Bridging Real and Virtual: A Spiritual Challenge

The question of how to bridge virtuality and reality intensified in 2016 with the release of several consumer products. The article begins by reviewing two anxieties about virtual reality raised at a 1999 conference. To address these anxieties, the paper draws on post-Jungian archetypal psychology (James Hillman, Thomas Moore) and the retrieval of Renaissance theology (Marsilio Ficino). Two experiences with Samsung Gear VR then illustrate how classic archetypal elements can contribute to active procedures for bridging the virtual and the real

Where's the harm? A social marketing approach to reframing 'problem' drinking cultures

Alcohol consumption is often linked to a broad range of social and health problems, yet alcohol also plays a fundamental role in social bonding between people. This paper considers the potential of social marketing to contribute to alcohol consumption reduction and reframe social norms that encourage 'problem' drinking. Based on qualitative research with a variety of Scottish drinkers, the paper emphasises how and why a better understanding of the culturally bound meanings of alcohol (e.g. social identity, self-concept) are of crucial importance to inform any social marketing approach to reframing excessive drinking

U.S. Drought Monitor, November 22, 2016

Drought map of U.S. for November 22, 2016 (11/22/16) plus: U.S. crop areas experiencing drought (map), Approximate percentage of crop located in drought, by state (bar graph), Percent of crop area located in drought, past 52 weeks (line graph) for: Corn, Soybeans, Hay, Cattle, Winter wheat

U.S. Drought Monitor, February 17, 2015

Drought map of U.S. for February 17, 2015 (2/17/15) plus: U.S. crop areas experiencing drought (map), Approximate percentage of crop located in drought, by state (bar graph), Percent of crop area located in drought, past 52 weeks (line graph) for: Corn, Soybeans, Hay, Cattle, Winter wheat

U.S. Drought Monitor, March 15, 2016

Drought map of U.S. for March 15, 2016 (3/15/16) plus: U.S. crop areas experiencing drought (map), Approximate percentage of crop located in drought, by state (bar graph), Percent of crop area located in drought, past 52 weeks (line graph) for: Corn, Soybeans, Hay, Cattle, Winter wheat

U.S. Drought Monitor, March 15, 2016

Drought map of U.S. for March 15, 2016 (3/15/16) plus: U.S. crop areas experiencing drought (map), Approximate percentage of crop located in drought, by state (bar graph), Percent of crop area located in drought, past 52 weeks (line graph) for: Corn, Soybeans, Hay, Cattle, Winter wheat