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

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.     

Empirical and Hierarchical Bayesian Estimation in Finite Population Sampling under Structural Measurement Error Models

Abstract.  This paper considers simultaneous estimation of means from several strata. A model-based approach is taken, where the covariates in the superpopulation model are subject to measurement errors. Empirical Bayes (EB) and Hierarchical Bayes estimators of the strata means are developed and asymptotic optimality of EB estimators is proved. Their performances are examined and compared with that of the sample mean in a simulation study as well as in data analysis.