Sooner or Later? Promising Delivery Speed in Online Retail
Published Online:1 Aug 2023https://doi.org/10.1287/msom.2021.0174
References
- (2016) Impact of delay announcements in call centers: An empirical approach. Oper. Res. 65(1):242–265.Link, Google Scholar
- (2011) How much is a reduction of your customers’ wait worth? An empirical study of the fast-food drive-thru industry based on structural estimation methods. Manufacturing Service Oper. Management 13(4):489–507.Link, Google Scholar
- (2008) Mostly Harmless Econometrics: An Empiricist’s Companion (Princeton University Press, Princeton, NJ).Crossref, Google Scholar
- (2013) Building reliable air-travel infrastructure using empirical data and stochastic models of airline networks. Oper. Res. 61(1):45–64.Link, Google Scholar
- (2016) Robust scheduling practices in the us airline industry: Costs, returns, and inefficiencies. Management Sci. 62(11):3372–3391.Link, Google Scholar
- (2015) Waiting patiently: An empirical study of queue abandonment in an emergency department. Management Sci. 61(1):39–59.Link, Google Scholar
- (2016) Putting behavioral psychology to work to improve the customer experience. Working paper, McKinsey Marketing and Sales, New York.Google Scholar
- (2023) Operational transparency: Showing when work gets done. Manufacturing Service Oper. Management 25(3):812–826.Google Scholar
- (2023) Disclosing product availability in online retail. Manufacturing Service Oper. Management 25(2):427–447.Link, Google Scholar
- (2016) Online shoppers want delivery faster, cheaper, survey shows. Wall Street Journal (June 13), https://www.wsj.com/articles/online-shoppers-want-delivery-faster-cheaper-survey-shows-1465851072.Google Scholar
- (2022) Frustration-based promotions: Field experiments in ride-sharing. Management Sci. 68(4):2432–2464.Link, Google Scholar
- (2020) Value of high-quality logistics: Evidence from a clash between SF Express and Alibaba. Management Sci. 66(9):3879–3902.Link, Google Scholar
- (2019) Learning from inventory availability information: Evidence from field experiments on Amazon. Management Sci. 65(3):1216–1235.Link, Google Scholar
- (2012) The impact of airline flight schedules on flight delays. Manufacturing Service Oper. Management 14(3):423–440.Link, Google Scholar
- (2012) The human factor in service design. McKinsey Quart. 1:118–123.Google Scholar
- (2006) Retail store execution: An empirical study. Preprint, submitted December 3, http://dx.doi.org/10.2139/ssrn.2319839.Google Scholar
- (2019) The value of rapid delivery in omnichannel retailing. J. Marketing Res. 56(5):732–748.Crossref, Google Scholar
- (2014) Integration of online and offline channels in retail: The impact of sharing reliable inventory availability information. Management Sci. 60(6):1434–1451.Link, Google Scholar
- (2013) Shipping fees or shipping free? A tale of two price partitioning strategies in online retailing. Production Oper. Management 22(4):758–776.Crossref, Google Scholar
- (2007) Matching as nonparametric preprocessing for reducing model dependence in parametric causal inference. Political Anal. 15(3):199–236.Crossref, Google Scholar
- (2004) Setting customer expectation in service delivery: An integrated marketing-operations perspective. Management Sci. 50(4):479–488.Link, Google Scholar
- (2020) Bike-share systems: Accessibility and availability. Management Sci. 66(9):3803–3824.Link, Google Scholar
- (2023) Channel changes choice: An empirical study about omnichannel demand sensitivity to fulfillment lead time. Management Sci., ePub ahead of print June 12, https://doi.org/10.1287/mnsc.2023.4839.Google Scholar
- (2013) Measuring the effect of queues on customer purchases. Management Sci. 59(8):1743–1763.Link, Google Scholar
- (2021) It’s not simply luck: The impact of schedule padding and operational improvements on domestic on-time performance in the us airline industry. Preprint, submitted January 30, http://dx.doi.org/10.2139/ssrn.3846667.Google Scholar
- MarketingCharts (2019) US retail e-commerce growth continues in Q2 2019. Accessed March 5, 2020, https://www.marketingcharts.com/industries/retail-and-e-commerce-110317.Google Scholar
- MH&L (2016) Delivery time top priority for online shoppers. Accessed March 5, 2020, http://www.mhlnews.com/transportation-distribution/delivery-time-top-priority-online-shoppers.Google Scholar
- (2018) Why delivery is playing a starring role in the retail customer experience. Accessed March 5, 2020, https://www.retailcustomerexperience.com/blogs/why-delivery-is-playing-a-starring-role-in-the-retail-customer-experience/.Google Scholar
- (2017) An empirical study of customer spillover learning about service quality. Preprint, submitted August 11, http://dx.doi.org/10.2139/ssrn.2811774.Google Scholar
- (2016) Is it enough? Evidence from a natural experiment in India’s agriculture markets. Management Sci. 62(9):2481–2503.Link, Google Scholar
- (2013) Can financial markets inform operational improvement efforts? Evidence from the airline industry. Manufacturing Service Oper. Management 15(3):405–422.Link, Google Scholar
- (2014) The role of physical distribution services as determinants of product returns in Internet retailing. J. Oper. Management 32(6):295–312.Crossref, Google Scholar
- (2011) Promised delivery time and capacity games in time-based competition. Management Sci. 57(3):599–610.Link, Google Scholar
- (1998) Price, delivery time guarantees and capacity selection. Eur. J. Oper. Res. 111(1):28–49.Crossref, Google Scholar
- (2010) Econometric Analysis of Cross Section and Panel Data (MIT Press, Cambridge, MA).Google Scholar
- (2012) Ordering, pricing, and lead-time quotation under lead-time and demand uncertainty. Production Oper. Management 21(3):576–589.Crossref, Google Scholar
- (2022) Delay information in virtual queues: A large-scale field experiment on a major ride-sharing platform. Management Sci. 68(8):5745–5757.Link, Google Scholar

