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Measuring E-Commerce User Experience in the Last-Mile Delivery

This research aims to develop and to examine a measurement of customers’ experiences in the last-mile delivery process, which is a critical step towards their satisfaction and future intention to order products from the same retailer again. The CMX-LMD scale is proposed as a self-report tool whose p...

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Principais autores: Vijoleta Vrhovac, Stana Vasić, Stevan Milisavljević, Branislav Dudić, Peter Štarchoň, Marina Žižakov
Format: Artigo
Sprog:Inglês
Udgivet: MDPI AG 2023-03-01
Serier:Mathematics
Fag:
last-mile delivery
delivery
customer satisfaction
customer experience
logistics
e-commerce
Online adgang:https://www.mdpi.com/2227-7390/11/6/1482
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