E-fulfillment dimensions and its influence on customers in e-tailing: a critical review

• Published in: Asia Pacific journal of marketing and logistics Vol. 29; no. 2; pp. 347 - 369
• Main Authors: Jain, Nikunj Kumar, Gajjar, Hasmukh, Shah, Bhavin J., Sadh, Ashish
• Format: Journal Article
• Language: English
• Published: Patrington Emerald Publishing Limited 01.01.2017; Emerald Group Publishing Limited
• Subjects: Brand loyalty; Customer services; Electronic commerce; Influence; Keywords; Literature reviews; Logistics; Online data bases; Order processing; Privacy; Product returns; Purchase intention; Quality of service; Retail stores; Retailing industry; Shopping; Supply chain management; Supply chains; E-fulfillment dimensions; Returns; Repurchase intention; Shopping satisfaction; Pure e-tailing
• ISSN: 1355-5855; 1758-4248
• DOI: 10.1108/APJML-11-2015-0167

Purpose 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. Design/methodology/approach A critical systemic literature review approach was used for the study with quantitative and qualitative analysis. Findings 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. Research limitations/implications The study was skewed toward an empirical approach. The study does not include many of the analytical models in this space. Practical implications 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. Originality/value 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.