Consumer impatience in the e-commerce home delivery context: a consumer-centric supply chain perspective for time-based competition

Abstract

Purpose

This paper aims to introduce the concept of consumer impatience, empirically explore how it relates to time-based logistics performance (delivery speed and delivery timeliness) and discuss its impact on consumer satisfaction. This research argues that gaining insights related to delivery performance from a consumer’s perspective can help the development of more effective time-based logistics strategies for e-commerce home deliveries.

Design/methodology/approach

Hypotheses in this study are developed using attribution theory and tested with empirical data collected through an online behavioral consumer experiment. Middle-range theorizing is used to develop an understanding of the mechanisms that impact the relationship between time-based logistics performance and consumer satisfaction.

Findings

Findings indicate that consumer impatience with delivery speed and delivery timeliness play an essential role in the relationship between time-based delivery performance and consumer satisfaction. Issues with delivery timeliness are shown to have a more negative impact on consumer satisfaction than issues with delivery speed, while delivery communication is demonstrated to have a positive relationship with consumer satisfaction.

Originality/value

This empirical study adds to existing time-based competition literature by taking a consumer-centric perspective and bringing a largely overlooked but critical concept – consumer impatience – into the logistics and supply chain management setting. Middle-range theorizing allows for a conceptualized understanding of consumers’ delivery experiences that can help companies develop proactive actions in their time-based competition initiatives.

Citation

Paluzzi, H., Chen, H., Howe, M., Daugherty, P.J. and Tokar, T. (2024), "Consumer impatience in the e-commerce home delivery context: a consumer-centric supply chain perspective for time-based competition", International Journal of Physical Distribution & Logistics Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJPDLM-03-2024-0102