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This study conducts a systematic literature review of e-tail product returns research. E-tail product returns are essentially acquisition of products that have been sold through purely online or brick-and-click channels and then returned by consumer to business.

Using a systematic literature review protocol, we identified 75 peer-reviewed articles on e-tail product returns, conducted bibliometric analysis and content analysis of the articles and summarised our findings.

The findings reveal that the subject of e-tail returns is a new research area; academics have started to investigate several aspects of e-tail returns through different research methodologies and theoretical foundations. Further research is required in leading e-commerce countries and on key areas such as omni-channel returns management, customer satisfaction and service, the impact of resources such as people skills, the benefits of technology and IT systems in managing e-tail returns.

The study offers a summative account of current e-tail knowledge areas, which can serve as a reference guide for e-tailers to develop strategies for more efficient and competitive product returns.

This study contributes theoretically by developing clusters of key themes or knowledge areas about e-tail returns. It also provides a conceptual framework for e-tail returns management, which can be used as a springboard for further empirical research.

Business is moving online, not as a matter of choice, but as a matter of necessity. The use of the Internet as a channel for commerce and information presents an opportunity for business to use the Internet as a tool for customer relationship management (CRM)/(e‐CRM). Despite widespread agreement that CRM/e‐CRM has direct and/or indirect impact on customer satisfaction, sales, profit, and loyalty, the significance of e‐CRM and the various e‐CRM features in influencing customer satisfaction has not been well researched. This study attempted to uncover relationships between e‐CRM and customer satisfaction by determining the presence of e‐CRM features on retail Web sites for which we have customer satisfaction data, and determining if the amount of e‐CRM is related to customer satisfaction or which, if any, of the various features of e‐CRM are related to customer satisfaction. It was found that retailers differ in the presence of the 42 different e‐CRM features; that there is a positive relationship between the amount of e‐CRM on a Web site and customer satisfaction with the Web site; and that not all e‐CRM attributes are equal – some are related to satisfaction and some are not. There was no relationship between the level of e‐CRM on a retail Web site and sales and profit.

The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative depth interviews to identify five dimensions important to consumers in their assessment of the quality of Internet retailers. These are termed performance (how well an online retailer does in terms of meeting expectations regarding order fulfillment), access (Internet retailer’s ability to provide a variety of products from anywhere in the world), security (relating to perceptions of trust in the online retailer’s integrity regarding financial and privacy issues), sensation (interactive features of the e‐retailer’s Web site) and information (quantity and credibility of information provider by the online retailer). Study 2 quantifies the five dimensions using multi‐item scales, and conducts a survey to assess the reliability and validity (convergent, discriminant, and nomological) of these dimensions. Theoretical and managerial implications of the results are also discussed.

Tabulates the numbers of internet users in various countries and assesses the size of the e‐commerce economy in the USA. Discusses the reasons why consumers use the internet, the issues of customer service and product delivery/return, what they buy online and how their concerns over privacy and security might be solved. Notes that business‐to‐business e‐commerce still accounts for most online transactions, predicts continued growth in this area and looks at the use of both intranets and extranets. Briefly considers various technical and other aspects of the internet’s future and sees it as impossible to ignore but warns that not all types of business can be successful online.

The research aims to investigate trade transformation in the context of technological transition and acceleration of its digitalization during the SARS-CoV-2 (COVID-19) pandemic. The methodological basis of this research includes analysis, synthesis, induction, deduction, causality, comparison, description, and logical thinking. The research found that during the COVID-19 pandemic, the digitalization of trade accelerated for several years to come. Industry enterprises (wholesalers and retailers) began to actively implement Industry 4.0 technologies (artificial intelligence, Internet of Things, cloud computing, big data analysis, and augmented and virtual reality) and adapt them to their needs. The main characteristics of today's trade are the creation of smart trade and technological space, platforming, digital automation, omnichannel, personalized sales, etc. Therefore, we can say that trade is undergoing revolutionary transformations, as a result of which Trade 4.0 is being born. A definition of Commerce 4.0 as a customer-oriented business with industry characteristics and digital models that meet the scientific and technical requirements and regulations of Industry 4.0 is given based on the analysis. Key features of Trade 4.0 are digitization of buyers, business processes, products, and services; transforming supply chains into customer-centric organizations; building a digital ecosystem around the company; variety of formats used by trade enterprises; omnichannel interaction with customers and sales; and flexibility of order execution options.

The purpose of this paper is to present a new method and model for determining the optimal decision-making for the pricing strategy to the Fuji apple in Shaanxi of Chain which is representing fresh agricultural products under the e-commerce environment.

Considering the rapid development of information technology as well as internet that actually motivate the e-commerce, Fuji apple is a distinctive product in China’s Shaanxi; its sales channels have extended to online sales under the wave of e-commerce. Internet trading platforms make it possible to trade online in real time between suppliers and customers who live in different geographical areas. In this paper, the authors study how to price online to maximize the total revenue. The challenge is to optimally price two different qualities of apple. Based on the consumer surplus theory, the authors use the method that builds the function of the relationship between the proportion of consumers purchasing different qualities of products and price.

This paper presents a generalized model to determine the optimal pricing that maximizes the total revenue of a fruit grower over a finite planning horizon. The authors divided discount into two intervals and discussed the optimal discounting and pricing at both intervals. Then they determined the optimal pricing strategy for Fuji apple in Shaanxi of Chain under the e-commerce environment.

This paper makes up for the lack of existing studies of pricing under the e-commerce environment. A new method and approach to the traditional pricing strategy is established and applied to a management decision-making problem with Chinese characteristics in reality.

Understanding people’s intentions to be an internet entrepreneur is an important issue for educators, academics and practitioners. The purpose of this paper is to develop and validate a scale to measure internet entrepreneurial self-efficacy.

Based on an analysis of 356 responses, a scale of internet entrepreneurial self-efficacy is validated in accordance with established scale development procedures.

The internet entrepreneurial self-efficacy scale has 16 items under three factors (i.e. leadership, technology utilization and internet marketing and e-commerce). The scale demonstrated adequate convergent validity, discriminant validity and criterion-related validity. Nomological validity was established by the positive correlation between the scale and, respectively, internet entrepreneurship knowledge and entrepreneurial intention.

This study is a pioneering effort to develop and validate a scale to measure internet entrepreneurial self-efficacy. The results of this study are helpful to researchers in building internet entrepreneurship theories and to educators in assessing and promoting individuals’ internet entrepreneurial self-efficacy and behavior.

Everyone knows the party is over for the dotcoms. The morning after, some party guests have completely disappeared, others are regretting their behavior and promising to be sensible in the future. The guests that just had a few drinks are relieved to be still standing. So what did happen last night?

The theoretical understanding of online shopping behaviour has received much attention. Less focus has been given to online retailing ethics. Therefore, the purpose of this paper is to develop and test a comprehensive model of online retailing ethics.

The study used a survey amongst a sample representative of universities across Egypt. In total, 310 questionnaire were collected and analysed using structure equation modelling using WarpPLS.

The results indicate that the consumer perceptions of online retailing ethics (CPORE) as a second-order construct is composed of five constructs (security, privacy, non-deception, fulfilment/reliability, and service recovery) and strongly predictive of online consumer satisfaction. Furthermore, the authors find a significant mediating effect of trust, and commitment on the relationship between CPORE and customer satisfaction. The results also show that individualism had moderate effects on the relationship between CPORE and customer satisfaction. Contrary to expectations, power distance had no significant effect.

Despite the contributions of this study some research limitations need acknowledgment. First, this study employed a convenience sample. The authors encourage future studies to use random sampling of general consumers. The ethics literature identifies some factors which influence ethical judgments of consumers (e.g. sex, age, and education). Such research could identify how each variable, individually and cooperatively, impacts consumer ethical evaluations of online retailing. The authors did not collect data from non-internet shoppers because the focus of this study was online consumers referring to their latest purchase online. It may be an interesting extension, however, to test this conceptual model for other populations like non-online consumers.

This study developed and empirically tested a comprehensive model of CPORE with its multidimensional constructs and evaluated its impact on both consumer satisfaction and repurchase intention via trust and commitment.

The purpose of this paper is to critically explore business‐to‐business critical success factors (B2B CSFs) for small and medium‐sized enterprises (SMEs) operating in the Chinese B2B marketplace, evaluate the findings, and use the generated CSFs to propose a framework to assist in the marketing management of B2B in China. The proposed framework provides a guideline for academics and practitioners and highlights the significant role of each factor in developing and sustaining effective B2B electronic commerce (B2B e‐commerce) practice for SMEs.

The proposed framework is constructed by combining the empirical findings and B2B literature. The quantitative (online survey) was targeted at, proprietors, chief executive officers, managing directors, general managers, sales/marketing managers and export managers in selected SMEs that participated in B2B electronic marketplace (B2B e‐marketplace) in China. The data received from the recipients were processed on SPSS to conduct factor analysis to identify whether a factor structure underlies the correlations between a number of variables.

The findings are indicative of two sets of internal and external critical factors, including: successful customer relationships, supply chain facilities, global competition, information system/information technology (IS/IT) infrastructure and performances, information visibility, top management support and commitment, government encouragement and commitment, security and trust, and cultural consideration.

SME managers can derive a better understanding and measurement of marketing activities that appropriately balance between traditional and B2B e‐commerce practice. At the same time, the CSF can be integrated into the companies to determine the level of marketing performance in B2B e‐marketplace.

The paper's findings provide new theoretical grounds for research into B2B relationships in the digital business environment. The paper also provides an empirical assessment of the essential components in B2B e‐commerce adaptation, and implications for the means to prioritize CSF.