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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.

A critical systemic literature review approach was used for the study with quantitative and qualitative analysis.

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.

The study was skewed toward an empirical approach. The study does not include many of the analytical models in this space.

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.

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.

The purpose of this paper is to bridge together seemingly disparate yet interconnected paradigmatic antecedents of e-tailing and servicescape, i.e., product assortment, order fulfillment, shopping assistance and its consequences for shopping efficiency.

The proposed conceptual model is well grounded in the extensive literature from e-tailing as well as retailing domain and to assess the plausibility of the model. Total 246 female online apparel shoppers were surveyed from an Indian university and the data were analyzed using structural equation modeling through SmartPLS.

The outcomes of the study indicate that the e-customer may derive a substantial share of shopping assistance and service interface through product assortment offered by e-tailing sites. Customer-perceived performance of this e-shopping process – a crucial element of e-tail servicescape – directly affects the shopping assistance, along with order fulfillment capability of retail scope.

The study used a sample of graduate students at a north-west university in India, which limits the generalizability of the research to other consumer groups. The paper links a significant body of literature within a conceptually developed framework and identifies key research areas in the e-tailing realm.

By better understanding the role of product assortment as a value-added feature in online value co-creation process, the e-tail managers can leverage the proposed integrated capability to improve e-tailing performance and customer outcomes in the form of business.

With rapid advancements in internet-led communication, we are witnessing the dawn of a new era of e-tail innovations around us which is expected to change the way people experience shopping.

This research is an attempt to enrich the level of understanding about online shopping environment in light of relationships among virtual and physical facets of e-tail, i.e., product assortment, order fulfillment, shopping assistance and shopping efficiency. The authors investigate customer-perceived product assortment performance in e-tailing and its significances on shopping outcomes.

The motivation for this paper arises from the evolution of the e‐commerce which has provided new means for retailers to serve customers. Pure e‐tailers and clicks‐and‐mortars are two business models of this new paradigm. It aims to study the particularities of pure e‐tailer (Amazon.com) and clicks‐and‐mortars (Walmart) with special focus on their dot com supply chains.

Strengths, weaknesses, oppositions, threats (SWOT), the Five Forces Model and Financial Performance Metrics analyses were used to draw comparisons and contrasts between Walmart.com and Amazon.com supply chains.

The paper finds that both companies serve their customers effectively through their efficient supply chains; however, due to the infancy of e‐commerce, both business models still face important challenges.

Amazon.com and Walmart.com have different supply chain models, as well as, strengths and weaknesses. They both face the same opportunities and threats as the e‐commerce industry grows rapidly. Analysis shows how lessons from one business entity can be applied to the other in order to bring even more efficiencies to both e‐tailers’ and clicks and mortars’ supply chains.

The purpose of this paper is to model the consequences of achieving better service quality in e‐services.

The conceptual model is developed though a survey of literature on e‐services and allied domains and validated through a survey of users of job‐portals in India.

The conceptual model finds significant support based on the empirical study. It is seen that the four components of e‐service quality: efficiency, fulfilment, system availability, privacy, are linked to trust and satisfaction.

The study underscores the need to focus on service quality in the context of e‐services. The positive linkages should motivate practitioners to invest more to achieve greater service quality.

By focusing on the consequences of e‐service quality, the study contributes to the growing stream of e‐service quality literature. This is also one of the few studies to look at other categories of e‐services apart from e‐tailing.

The purpose of this paper is to empirically test a research model of consumer consequences of e‐service quality (e‐SQ) perceptions of general web site users.

The dimensions of e‐SQ are extracted and validated through exploratory and confirmatory factor analysis. The uni‐dimensional model of e‐SQ, consisting of web site attributes of ease of access, flexibility, and reliability, is then tested by structural equation modelling using AMOS 4.0 for its linkages with e‐satisfaction (e‐SAT), perceived value, and e‐loyalty‐linked behavioral intentions, i.e. repurchase and recommendation intentions.

It was found that e‐SQ is a direct antecedent of perceived value, perceived value in turn significantly affects e‐loyalty‐related consumer intentions of repurchase and positive recommendations. e‐SAT is a direct antecedent of positive recommendation intentions. However, e‐SQ was not found to have any consequential relationship with e‐SAT or direct links with behavioral intentions of e‐loyalty.

The proposed model is empirically validated with self‐selected participants and therefore the results need to be further supported through replication with varied consumer and cultural contexts.

The model of e‐SQ and its consequences would help practitioners frame marketing strategies for web sites of e‐services, which are content rich in India, to enhance consumer loyalty and other favorable behavioral intentions.

The multi‐variate comprehensive model of e‐SQ and its consequences has not been tested earlier in the e‐services context. The research extends the modelling of service quality and its consequences into the e‐services context.

Strategy scholars have argued that microlevel behavioral decisions by firms play a disproportionate role in making a firm nimble. Central to this issue is the interplay among several factors, such as actions by individual actors, firm-level decisions and broader changes in the economic environment that lead to a firm being successful in a competitive environment. The purpose of this paper is to offer a theoretical exploration of microfoundations research and subject the idea to empirical analysis using the constructs of customer orientation, competitor orientation and technology orientation as microfoundations of strategy.

Data collected through a key informant survey of executives were tested through a hierarchical regression analysis.

The results of the study suggest that the microfoundations of strategy are located more in a firm’s customer and competitor focus, rather than a technological orientation. The findings also suggest that that customer orientation is a significant component of firm-level strategy and needs to be incorporated into decision-making in firms.

This study provides a framework that integrates the structural determinants of firm performance with microfoundations theory to refine our understanding of market knowledge capability.

The purpose of this paper is to understand what drives customers’ behavioral loyalty and explore the relationship between intentional and behavioral loyalty in the context of e-tailing.

Based on the theory of reasoned action and the recency-frequency-monetary value model, this study proposes a research model to explore the relationships among satisfaction, switching cost, intentional loyalty (i.e. word of mouth (WOM) and repurchase intention), and behavioral loyalty (i.e. purchase frequency and monetary value). Data collected from 266 respondents in the context of e-tailing are tested against the research model using a partial least squares (PLS) approach.

The results indicate that both satisfaction and switching cost are positively related to intentional loyalty (i.e. WOM and repurchase intention), and that the relationship of satisfaction with intentional loyalty outweighs that of switching cost. Additionally, while repurchase intention significantly associates with purchase frequency and monetary value, a relatively small portion of the variance in both purchase frequency and monetary value are explained. More importantly, WOM is unrelated to both purchase frequency and monetary value. The insignificance of WOM and the low predictability of repurchase intention indicate that the relationship between intentional and behavioral loyalty is weak in e-tailing context.

This study provided empirical evidence to support the weak relationship between intentional and behavioral customer loyalty in the context of e-tailing. The findings provide several important theoretical and practical implications for e-tailing customer relationship management.

There is an increased interest in e-tailing research in the literature, along with the development of new technologies and e-tailing platforms based on consumer and industry perspective. The purpose of this paper is to examine the periodic changes within the content of e-tailing literature.

The data set of this study includes academic papers cited in the Web of Science, which was published between 2000 and 2017. In this context, a co-word analysis was conducted using SciMat software based on the keywords, including “online retailing,” “e-tailing,” “e-store,” “online store,” “e-tail” and “online retail,” found in the titles of published academic articles.

In this study, three different periods of the e-tailing study field were examined, major and emerging themes for each period were determined with a comparative bibliometric analysis. In this regard, consumer acceptance, choice and satisfaction were found as the major themes in the conceptualization of e-tailing research.

Understanding the transition from traditional marketing channels to online channels is an essential factor for retailers as well as consumers’ use and the acceptance of new technologies. This study contributes to the effective execution of the e-tailing systems.