Many traditional retailers use the internet as a complementary business channel while so-called ‘pure player’ retailers only sell products via the internet. In the early stages of the development of online retailing, it was unclear which type of e-tailer would offer superior electronic physical distribution service quality (e‐PDSQ) to consumers. This paper presents the results of one of the first empirical studies to try to answer this question. This involved a large postal questionnaire survey of consumers in Edinburgh which enquired about the importance they attached to a range of logistical criteria and their rating of major online retailers against these criteria. The paper also presents a general framework for the evaluation of e‐PDSQ.   

http://www.emeraldinsight.com/doi/full/10.1108/09600031011052859

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