QUALITY,OPERATIONAL LOGISTICS STRATEGY,AND REPURCHASE INTENTIONS: A PROFILE DEVIATION ANALYSIS |
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| Authors: | G Tomas M Hult PhD Kenneth K Boyer PhD David J Ketchen Jr PhD |
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| Institution: | 1. Michigan State University;2. G. Tomas M. Hult: (Ph.D. University of Memphis) is Professor of Marketing, Supply Chain Management, and International Business and Director of the Broad International Business Center (MSU‐CIBER) at Michigan State University. He is also Executive Director of the Academy of International Business. His research on supply chain management and strategic marketing has been published in Academy of Management Journal, Journal of Marketing, Strategic Management Journal, Journal of Operations Management, Decision sciences, Journal of the Academy of Marketing Science, and Journal of Retailing, among others. He is Deputy Editor‐in‐Chief of Journal of International Business studies and Associate Editor of Journal of Operations Management and Decision sciences. He co‐wrote the book Extending the Supply Chain: How Cutting‐Edge Companies Bridge the Critical Last Mile into Customers' Homes, 2005. He is co‐founder of Hult Ketchen International Group, LLC.;3. Kenneth K. Boyer: (Ph.D. The Ohio State University) is Professor of Operations Management at Michigan State University. Prior to academe, Dr. Boyer worked as a project engineer at General Dynamics. Dr. Boyer's research interests focus on the strategic management of operations, electronic commerce, and the effective use of advanced manufacturing technologies. Currently, Dr. Boyer is coordinating a study of online ordering and home delivery of groceries in Canada, United Kingdom, and the U.S. that is funded by the National Science Foundation. He has published articles in Management Science, Decision Sciences, Journal of Operations Management, and Business Horizons, among others. He co‐wrote the book Extending the Supply Chain: How Cutting‐Edge Companies Bridge the Critical Last Mile into Customers' Homes, 2005. He is an Associate Editor for both the Journal of Operations Management and Production and Operations Management.;4. Auburn University;5. David J. Ketchen, Jr.: (Ph.D. Pennsylvania State University) is the Lowder Eminent Scholar and the Executive Director of the Lowder Center for Family Business and Entrepreneurship at Auburn University. His research on supply chain management has appeared in a variety of outlets including the Academy of Management Journal, Journal of Operations Management and Organizational Dynamics. He has served as an associate editor for the Journal of Management, Journal of Operations Management, and Journal of International Business Studies. Dr. Ketchen belongs to the editorial board of several journals, including Academy of Management Journal and Academy of Management Review. He is co‐founder of Hult Ketchen International Group, LLC ‐ a consultancy devoted to helping firms improve their performance through melding strategy and supply chain management. |
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| Abstract: | Emerging thoughts on quality suggest that three principal sources of customer‐based value creation exist for firms operating in the online marketplace. These include a focus on delivering (1) service quality, (2) product quality, and (3) eBusiness quality. Drawing on strategic choice theory coupled with configuration theory, we conducted a profile deviation analysis among customers of online grocery firms using the “ideal” quality profile for four operational logistics strategies as the benchmark (semi extended strategy, fully extended strategy, de‐coupled strategy, and centralized extended strategy). The findings suggest that service, product, and eBusiness quality‐based fit with operational logistics strategy type are associated with customers' behavioral (repurchase) intentions. This lends support to the notion that capitalizing on the appropriately weighted quality‐focus represents a strategic vehicle to create superior outcomes in online businesses. The makeup of these ideal quality profiles that represent the strongest repurchase intentions of customers is also provided. |
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| Keywords: | Internet Last mile supply chain Logistics strategy |
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