Factors Shaping Logistic Customer Service of E-Commerce in Selected European Countries

Justyna Majchrzak-Lepczyk , Anna Łupicka


European e-commerce is growing year on year in both volume and the number of customers shopping. Innovation, technological progress, or the rate of changes determine the development of e-commerce. This market is constantly evolving, changing the purchasing behavior (Almquist, Senior and Bloch, 2016, Giovannini, Xu and Thomas, 2015). What was valuable to customers a few years ago may not be important to them at the moment. The underlying idea of the presented considerations is the claim that when managing an enterprise, especially in e-commerce, it is necessary to emphasize the high quality of logistic customer service provided, which is one of the key factors of competitiveness. The aim of the article is to indicate the changing expectations of e-clients in relation to services provided in e-commerce on selected European markets. The main focus was put on Poland. The source basis of the study are literature sources and industry reports. The undertaken considerations made it possible to assess the key factors which, in the opinion of buyers, shape the competitive position of e-enterprises. Using the data based on the PastNord organization reports, which analyzes the dynamically developing e-commerce market, the key factors of logistics service were depicted. By analyzing the available data obtained as part of online interviews with e-clients from 12 European countries, differences in customer preferences were diagnosed. Meeting the highest standards regarding the time of completion, flexibility, reliability and punctuality of deliveries is the goal of today's e-businesses.
Author Justyna Majchrzak-Lepczyk (WGM / KLM)
Justyna Majchrzak-Lepczyk,,
- Department of International Logistics
, Anna Łupicka (WGM / KLM)
Anna Łupicka,,
- Department of International Logistics
Publication size in sheets0.5
Book Özşahi̇n Mehtap (eds.): Proceedings Book of 15th International Strategic Management Conference : "Strategic Management in an International Environment: New Challenges for International Business and Logistics in the Age of Industry 4.0”, 2019, Gebze Technical University, ISBN 978-605-81347-1-3, 560 p., DOI:10.15405/epsbs(2357-1330).2019.10.2
Keywords in PolishLogistyczna obsługa klienta, handel elektroniczny
Keywords in EnglishLogisitics customer service, e-commerce
URL 10.15405/epsbs.2019.10.02.6
Languageen angielski
Not used for evaluationyes
Score (nominal)0
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