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A Classification of Information SystemsInformation Systems Research
- Publisher
- Wiley
- Copyright
- © 2002 Production and Operations Management Society
- ISSN
- 1059-1478
- eISSN
- 1937-5956
- DOI
- 10.1111/j.1937-5956.2002.tb00184.x
- Publisher site
- See Article on Publisher Site
Abstract
We developed a taxonomy of service processes in electronic retailing using data from 255 electronic food retailers. The taxonomy is comprised of eight service process configurations. Analysis of publicly available data on on‐line customer ratings for 52 retailers in the study sample shows that the ordering of the configurations in the taxonomy on a continuum of low to high flexibility is associated positively with (i) customer satisfaction with web site aesthetics, web site navigation, product selection, product information, customer support, and ease of return, and (ii) customer loyalty.
Journal
Production and Operations Management – Wiley
Published: Mar 1, 2002