The provision of delivery information online : a missed opportunity

Type de publication : Article Scientifique

Date de la publication : Avril 2006

Auteur(s) : Mme MOSS Gloria-Anne

Co-Auteur(s)

• CHELLY David
• YABIN S.
• PAGE-THOMAS K.

Editeur : International journal of retail and distribution management

Détails (Pages/Numéro) : Volume 34, Issue 4/5

Abstract : Retailing today involves selling not only in stores, but also through the web and other non-store electronic channels, termed e-services or e-retailing (Mathwick et al., 2002). According to Forrester (2004), more than 60 million Europeans shopped online in mid-2004, an increase of 50 per cent from early 2003. The Internet Media Research Group (IMRG, 2005) more recently reported that in the UK alone, consumers purchased £1.5 billion worth of goods on the internet in May 2005, 36 per cent more than they did in 2004. Although these statistics present a positive picture of B2C online retailing in Europe, industry analysts warn that dissatisfaction with delivery services is costing the online retailing industry a significant loss of orders (IMRG, 2005). In essence, home delivery remains the Achilles' heel of online retailing.

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