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Design And Delivery Of Electronic Services: Implications For Customer Value In Electronic Food Retailing

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  • Heim, Gregory R.
  • Sinha, Kingshuk K.

Abstract

Electronic food retailers can satisfy their customers more effectively if they understand how this particular market works. As in other service segments, the emergence of electronic business-to-customer services in the retail food industry poses questions for managers about the design of new food retailing services and the redesign of existing services for delivery through electronic channels. Important topics include characteristics of electronic service offerings, the typical operational configurations used to deliver electronic services, and the ways in which they relate to the effectiveness of electronic service delivery. We address this issue by developing a product-process matrix for understanding and analyzing electronic retailing services in general. We tailor the matrix to food retailing in particular. The product-process matrix allows electronic food retailers to determine in advance what features they need in a web site to serve their chosen market effectively.

Suggested Citation

  • Heim, Gregory R. & Sinha, Kingshuk K., 1999. "Design And Delivery Of Electronic Services: Implications For Customer Value In Electronic Food Retailing," Working Papers 14341, University of Minnesota, The Food Industry Center.
    • Handle: RePEc:ags:umrfwp:14341
    DOI: 10.22004/ag.econ.14341
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    References listed on IDEAS

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    1. Larson, Ronald B., 1997. "Key Developments In The Food Distribution System," Working Papers 14350, University of Minnesota, The Food Industry Center.
    2. Suresh Kotha & Daniel Orne, 1989. "Generic manufacturing strategies: A conceptual synthesis," Strategic Management Journal, Wiley Blackwell, vol. 10(3), pages 211-231, May.
    3. M. Hossein Safizadeh & Larry P. Ritzman & Deven Sharma & Craig Wood, 1996. "An Empirical Analysis of the Product-Process Matrix," Management Science, INFORMS, vol. 42(11), pages 1576-1591, November.
    4. Kinsey, Jean D. & Senauer, Benjamin, 1996. "Food Marketing In An Electronic Age: Implications For Agricultural Producers," Working Papers 14303, University of Minnesota, The Food Industry Center.
    Full references (including those not matched with items on IDEAS)

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