The growth in online shopping has presented challenges for physical distribution service quality (PDSQ) provided by retailers, including both multi‐channel and pure players, and logistics service providers (LSPs). Issues emerging from a consumer survey regarding electronic physical distribution service quality (e‐PDSQ) informed this paper’s research. This research involved qualitative interviews with retailers, logistics service providers and experts. Interviewees argued that pure players in the online retail market offer better e‐PDSQ than multi‐channel retailers and identified availability, time, condition and returns as key service criteria. They also raised issues about the relationships between retailers and LSPs and cost - service trade‐offs. 

http://www.emeraldinsight.com/doi/abs/10.1108/03090561111107221

A copy of the paper can be downloaded from this link.

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