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Purpose: Drawing on the personalization–privacy paradox and guided by means–end analysis, this study explores how consumers balance their concerns for privacy and the benefits of smart home device personalization and the role that trust plays in the process. More specifically, this study aims to investigate how perceptions of smart device personalization and privacy concerns are shaped by consumers' experiences and the role of trust in the deliberation process. Design/methodology/approach: In-depth interviews were conducted across diverse demographic groups of smart device users to shed light on the balancing act between personalization and privacy. Findings: The study found that product experience, ownership type, perceived value of convenience and control and quality of life via "smart things" are key motivators for product usage. The benefits of tailored recommendations and high relevance are balanced against the risks of echo chamber effects and loss of control. The results also show the role of active involvement in the privacy calculus and trust level. The study points to the significance of an ecosystem-based service/business model in gaining consumer confidence when they balance between personalization and privacy. Originality/value: Although many studies have explored trust, privacy concerns and personalization in an artificial intelligence (AI)-related context, few have addressed trust in the context of both smart devices and the personalization–privacy paradox. As such, this study adds to the existing literature by incorporating the concept of trust and addressing both privacy concerns and personalization in the AI context. [ABSTRACT FROM AUTHOR]

To achieve ambitious United Kingdom decarbonization targets, consumers will need to engage with energy services more so than they have done to date. This engagement could be active or delegated, where in the latter consumers pass responsibility for engagement to a third party in return for ceding some control over decisions. To date, insight into the barriers to consumer adoption of future business models has been limited. To address this gap this study explored benefits, risks and enabling conditions using two extreme consumer-centric business models, third Party Control and Shared Economy. The approach yielded information from stakeholders on what would have to be true for one of the business models to dominate the market. The results show substantial agreement across the expert groups on five key issues that will need to be addressed in the near-term to enable energy business model innovation in the United Kingdom market. These are: 1) Create space to enable business model innovation; 2) Ensure smart devices and data are interoperable and secure; 3) Improve the service standards of energy businesses; 4) Ensure business models work for consumers in all situations; and 5) Implement targeted carbon regulation. [ABSTRACT FROM AUTHOR]

Digitalization has become more and more important for economic activities and economic development. E-commerce, as a part of local and international trade, is of increasing importance and is highly correlated with technological progress and innovation. Our research investigates the relevance of selected drivers that could explain the latest e-commerce adoption at global level. In our analysis, we used the UNCTAD B2C E-commerce Index (2014–2020, yearly data, covering 133 countries, 931 observations) which can be considered relevant to express an economy's readiness to support e-commerce. E-commerce adoption is assessed in our research by the following six factors: (i) wealth, economic freedom, and economic development; (ii) access and sophistication of the financial sector; (iii) education; (iv) regulations; (v) development of ICT infrastructure; and (vi) frontier drivers (such as AI, cryptocurrencies, and blockchain technologies). In our research, we used a panel data analysis framework using hard data provided by different databases (UNCTAD, World Bank, etc.). The results we obtained confirmed that developed countries with a higher income level are higher adopters of e-commerce, financial development and the accessibility of financial services significantly help e-commerce adoption, a regulatory system (particularly economic freedom and property rights) strongly supports e-commerce adoption, education has a positive impact on e-commerce adoption, ICT infrastructure increases the adoption of e-commerce and the readiness and use of AI, and frontier technologies generate an increased adoption of e-commerce. The results we obtained are consistent with the findings of similar studies (most of them using different research methodologies) and opens the ground for interesting discussions and further research developments. The novelty of our research consists in the exhaustive perspective on e-commerce adoption drivers (including frontier technologies such as AI or blockchain) based on hard country data collected from various sources for a consistent panel of countries and a relevant number of years, providing an alternative approach to the mainstream studies on e-commerce adoption that process data from surveys, interviews, or focus groups. [ABSTRACT FROM AUTHOR]

As e-commerce continues to expand, understanding the factors that drive consumer traffic to business-to-consumer (B2C) websites is crucial. This study investigates the interplay between website technological sophistication, brand recognition, and business model innovation in influencing website traffic among Korean B2C companies. Drawing on data from 9003 companies across seven key sectors—finance, retail, healthcare, technology, food, education, and media—we employ Ordinary Least Squares (OLS) regression analysis to test our hypotheses. Our findings reveal that website technological sophistication is positively associated with monthly website visits. This relationship is particularly pronounced for companies with innovative business models, highlighting the synergistic effect of advanced website features and novel business strategies in attracting consumers. Conversely, the positive impact of website technological sophistication on traffic is less significant for well-established brands with high recognition levels, indicating that strong brand equity can mitigate the need for highly sophisticated websites. These results align with the Technology Acceptance Model (TAM), Innovation Diffusion Theory (IDT), and Signaling Theory (ST), providing a nuanced understanding of how technology, branding, and innovation intersect to drive online consumer behavior. Our study offers valuable insights for e-commerce firms seeking to optimize their digital presence and underscores the importance of investing in advanced website functionalities, particularly for lesser-known brands and companies with innovative business models. Future research should explore these dynamics in different cultural and industry contexts to enhance the generalizability of our findings. [ABSTRACT FROM AUTHOR]

E-waste has one of the greatest impacts on the environment and is the fastest-growing waste stream globally. The ever-ongoing growth in our economy and unsustainable consumption patterns ask for a change. Use-oriented product-service systems (u-PSS) are a promising business model to address this change by acting toward a circular economy. However, the implementation of u-PSS can face various challenges because it requires a fundamental shift in how companies interact with consumers as well as consumers' preferences. Therefore, this study aims to identify factors of acceptance for adopting u-PSS for electronic devices in Austria. To gather specific data, an online survey was conducted with 287 participants. The hypotheses were tested using multiple regression analysis. The results reveal that out of the tested factors, environmental awareness and information are the most important factors of acceptance. For a successful implementation, key determinants include service provision, device durability, and comprehensive information about u-PSS. [ABSTRACT FROM AUTHOR]

It is also expected that the Video-On-Demand business is growing rapidly with a 15% CAGR from the year 2020 to the year 2026. From around $83 billion in the year 2022, the demand is expected that there is a growth of CAGR of 17.6% to reach around $260 billion by the year 2029. This study was presented to analyze the business model in VDO and consumer behaviours. Here, the data were collected from the metro cities in India. The simple random technique was used for the analysis of the result. Then, the objective of this study is to examine the customer behaviours of VDO on watching with the OTT platform. Thereafter, the market growth of OTT, constructs of VDO services, and correlation matrix were analyzed and discussed. Moreover, the consumer's behaviours toward the OTT platforms were analyzed. The result indicated that the consumer base of the video-on-demand industry could be dramatically increased and the OTT services owing to the convenience and variety available without advertisement. Thereafter, the consumers were likely to switch the AVOD from the SVOD. [ABSTRACT FROM AUTHOR]

The notion of obsolescence has transitioned from a naturally occurring phenomenon to a planned obsolescence, a strategic business model influenced by consumer demand, market forces, and technological progress. This paradigm began to take shape in the early 20th century and entails the production of pre-designed goods with a limited lifespan. Its widespread implementation has given rise to environmental degradation and increased waste generation. To tackle these challenges, we need to adopt responsible manufacturing practices. Currently, circular economy business models offer a chance to use more conscientious production methods. These methods focus on increasing output efficiency using fewer natural resources and materials. In addition, there is a focus on prioritising material reutilization and recyclability. This paper offers a detailed analysis of the development of planned obsolescence, including its historical evolution, causes, consequences and potential for modification of existing production practices to more fully implement the principles of the circular economy. [ABSTRACT FROM AUTHOR]

Customer relationship management (CRM) is a strategic approach to manage an organization's interaction with current and potential customers. Artificial Intelligence (AI) can analyze huge volume of data without human intervention. The integration of AI with existing legacy CRM system in the business to customer (B2C) relationship makes sense given the massive potential for growth of AI integrated CRM system. Failure to plan AI-CRM technology implementation in an organization could lead some to success and others to failure. The Contingency theory states that it is not possible for organizations to take decisions without a contingency plan and the optimal course of action depends on the internal and external circumstances. The Dynamic Capability View theory emphasizes the organizational ability to react adequately in a timely manner to any external changes and combines multiple capabilities of the organization, including organizational CRM and AI capabilities. Against this background, the purpose of this study is to examine the success and failure of implementation of AI integrated CRM system in an organization from B2C perspective using Contingency theory and Dynamic Capability View theory. The study finds that information quality, system fit, and organizational fit significantly and positively impact the implementation of AI-CRM for B2C relationship management. Also, there is a moderating impact of technology turbulence on both acceptance and failure of AI-CRM capability in the organization. [ABSTRACT FROM AUTHOR]

The automotive trade is one of the main drivers of world economies, contributing to the sustainability and competitiveness of countries at a global level. The luxury sub-segment is the one facing the most significant growth and the one which presents the greatest challenges in the business-to-consumer (B2C) relationship. Brand Attachment refers to the cognitive and effective connection between consumers and "their" brands. The central objective of this research is to analyze, measure, and understand the impact of Brand Attachment on consumer behavior, in the specific context of the luxury segment of the automotive market. The conceptual model that is proposed seeks to highlight and study the possible connections and associations between Brand Attachment, satisfaction, commitment, trust, expectations, and loyalty with the brand selected for this study, the luxury automotive brand Porsche. The selected methodology was based on a case study based in the Portuguese market and the application of a questionnaire to customers of Porsche from Portugal. The results obtained through the empirical data allowed us to reach the conclusion that respondents who have a stronger affective and emotional connection with Porsche (intense level of Brand Attachment) tend to be those who are more satisfied and confident with the brand and are, consequently, more loyal. This study represents an important contribution to research on Brand Attachment in marketing and strategic management in the automotive sector, particularly in the Portuguese market, and supports the definition of the best marketing strategies to promote fruitful B2C relationships. [ABSTRACT FROM AUTHOR]

Copyright of Revista Telos is the property of Revista Telos and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The circular economy (CE) aims to deeply transform the current linear model of economy and society into a business model capable to extend the lifetime of resources and decrease environmental impacts. For this to happen, changes in societal systems and production sectors, from micro to macro, are required. The present research, based on a multiple case‐study explorative approach of circular start‐ups (CSUs), investigates their adoption of environmental impact assessment methods, environmental and social certifications and contribution to a better integration of the social dimension in the CE model. Results indicate that three out of six CSUs carefully measure and certify their environmental and social impacts. Life Cycle Assessment resulted the most adopted environmental assessment method, while two CSUs are also certified benefit corporations. CSUs are mainly oriented toward the use of quantitative methods for the measurement of environmental and social impacts. Additional efforts are still needed toward the implementation of qualitative methods to properly highlight the achievement of social benefits (environmental and social awareness, employees' engagement, work time and free time balance, consumers health and safety, among others) for their stakeholders (workers, local community, consumers). Nevertheless, CSUs case studies highlight their potential of supporting the transition toward a fair CE while at the same time facilitating the integration of social dimension aspects into the CE model. Finally, by developing appropriate business to consumer models, CSUs can strongly affect consumption behaviors and habits, making them also more aware and responsible of their environmental and social life cycle impacts and improvement potential. [ABSTRACT FROM AUTHOR]

Copyright of IDP: Revista de Internet, Derecho y Politica is the property of Universitat Oberta de Catalunya and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Zara, a renowned fashion retailer, has gained a reputation for its innovative approach to global supply chain management. Zara is committed to providing affordable luxury clothing, home décor, accessories, and footwear. The company's unique business model, characterizing them as "fast fashion," allows them to continuously change their product lines to reflect the consumer market. Their incredibly fast turnaround time and affordable costs for modern and trendy pieces can create value for their customers while keeping inventory costs low. Overall, Zara's supply chain practices reflect their success as a powerhouse in a highly competitive fashion industry. [ABSTRACT FROM AUTHOR]

The two main forms of healthcare data exchange among entities are business-to-business (B2B) and business-to-customer (B2C). The former uses the electronic data interchange (EDI) technology between healthcare institutions, while the latter is usually conducted by providing web-based interfaces for patients. This research argues that both forms have inherent security and privacy weaknesses. Furthermore, patients lack appropriate transparency and control over their own Personally Identifiable Information (PII). We explore the issues of medical record exchange, analyze them and suggest appropriate solutions in the form of a new model to mitigate them. The vulnerabilities, ranging from critical to minor, include the possibility of Man-in-The-Middle (MiTM) and supply chain attacks, weak cryptography, repudiable transactions, single points of failure (SPOF), and poor access controls. A novel model will be presented in this research for healthcare data sharing which applies the best security practices. The proposed unified model will counter the listed vulnerabilities. It automates the healthcare processes in decentralized architecture by utilizing the smart contracts for B2C transactions such as medicine purchase. The model is based on the Blockchain and zero-knowledge proofs. It is made with novel controls which represent the latest advancements in cybersecurity. It has the potential of setting a new cornerstone. [ABSTRACT FROM AUTHOR]

Purpose: The research aims to qualitatively explore e-marketplace service quality (EMSQ) from the perspective of an industrial buyer as a sole decision-maker. It further intends to quantitatively examine its impact on the industrial buyer's perceived value (PV), overall satisfaction (SAT), and e-loyalty (ELOY) in the context of business-to-government (B2G) e-commerce. Design/methodology/approach: The research used an exploratory sequential mixed-method design. A qualitative exploratory study of EMSQ was conducted using a Straussian grounded theory (GT) technique, followed by an explanatory quantitative study using PLS-SEM to evaluate causal links between various research variables. Findings: In the area of e-services, the investigation found that the hierarchical structure of EMSQ encompasses six broadly applicable dimensions and one B2G context-specific dimension of the e-governance process quality. The study also reinforced previous research findings in the B2C and B2B e-commerce domains, highlighting that e-service quality positively impacts online buyer's PV, SAT and ELOY. Research limitations/implications: This research contributed to the area of e-service operations by developing and validating the EMSQ model in the B2G e-commerce settings. Further, it has opened up new research avenues in B2G e-commerce. Practical implications: The findings from this research highlighted that e-service operations managers should focus on usability, technological concerns, product/vendor quality concerns, customer support reliability, along with effective e-governance, ordering and logistics processes for e-business success. It also provides policymakers with guidelines for making B2G e-marketplaces sustainable. Originality/value: To the best of the author's knowledge, this is the first study employing the GT and PLS-SEM techniques to explore EMSQ from the viewpoint of industrial buyers in B2G e-commerce. The study contributed to prior literature by proposing and validating the hierarchical EMSQ model. [ABSTRACT FROM AUTHOR]

Purpose: Supply chains are under increased scrutiny as consumers have become aware of the dark side of downstream production practices. Many articles and exposés have led consumers to be more conscious of purchasing products from companies who source materials in a socially responsible and ethical manner. As a result, business-to-business (B2B) and business-to-consumers (B2C) companies are under increased pressure to source raw materials in a transparent and ethical way. Because of the associated costs, companies then look to benefit from increased brand equity by promoting to consumers how ethical their products are. The purpose of this study is to look at the case of the food industry to analyze sustainability messaging on Twitter in both B2B and B2C companies to determine which of the dimensions of sustainability (people, profit, planet) are being emphasized. Design/methodology/approach: In this study, two published dictionaries were combined to capture the three dimensions of "sustainability," and these scales were then used to analyze Twitter posts. This study created a unique software package to classify, mine, collect and analyze Twitter data. This study used these tools to analyze 246,386 Twitter posts within a sample of 39 leading B2C and B2B food companies over a 10-year period (2012–2021) to explore brand messaging and engagement rate. Findings: This research revealed several interesting results. These include how B2B companies have emphasized the employee (people) dimensions of sustainability, while B2C companies have had a more balanced approach that overall has prioritized the economic dimension (profit) of sustainability. The data on audience engagement revealed a mismatch between the types of sustainability messaging B2B companies and B2C companies in the food industry are posting and what engages audiences. Originality/value: This study fills several gaps, including analyzing how B2B and B2C companies use sustainability language in their social media brand management, as well as looking at which dimensions of sustainability they emphasize and which ones engage audiences the most. This research is also novel in combining multiple existing scales under one project to analyze the triple bottom line in the analysis of qualitative texts. [ABSTRACT FROM AUTHOR]

Purpose: Drawing on the structural hole-bridging perspective of network theory, this paper aims to examine the adaptation strategies undertaken by housing industry actors following the recent pandemic. Design/methodology/approach: A qualitative case study was adopted as the research methodology for this research. Data collected through online interviews involving 20 participants was used as primary data, while document analysis (both online and printed documents) was used as secondary data. The interviews were guided by the visual vignette method. Findings: This study's findings indicate that a health-based crisis like COVID-19 triggers housing developers to act outside their comfort zones. They undertake arbitrage and collaborative brokerage strategies to cope with business uncertainties. This study revealed the contextual embedding of the owner-occupier market (consumer market) and the investor market (business market). This study also revealed that firms that aggressively located structural holes and built new relationships in B2C and B2B markets before the COVID-19 pandemic were well-equipped to face turbulent times. Practical implications: The innovative strategies that housing developers adopt are transferable and applicable to other industries and countries. Therefore, awareness of these strategies is essential for industry practitioners, especially those badly hit by health-based crises. Originality/value: To the best of the authors' knowledge, this is the first empirical study that combines relationship management, structural holes, the housing market and their implications for crisis adaptation. This study examined the grossly understudied phenomenon of demand for housing, which is a durable good, during a turbulent time. The findings of this study provide beneficial guidance for firms, buyers and policymakers facing COVID-19 and/or other similar crises. [ABSTRACT FROM AUTHOR]

The public sector sales market, i.e. Business-to-Government (B2G) market is large and relevant. It is similar, yet differs in several key aspects from other markets such as retail, consumer (B2C), or Businessto-Business (B2B). B2G is huge, at 2 trillion Euro per year in Europe, but insufficiently researched and it lacks proper tools and methods. Public contracts are difficult to access and require specialized expertise and a significant initial investment. This paper explores the implementation and evaluation of an IT platform that supports and automates public sector sales, Hermix, in a large company. This study had a qualitative longitudinal approach. It consisted of 7 workshops and 2 interviews with 8 case study participants, performed over the duration of a year. It highlights the implementation steps and results. Hermix automated a set of public sector sales processes for the host company, including: tender monitoring with email notifications, opportunity qualification, and market research, i.e. the analysis of the tactical and strategic context: buyers (public authorities), budgets, competition, partnership affinities, groups of interest, trends. It uses advanced data analytics, big-data and machine learning to provide market intelligence such as governmentgraphics, firmographics, geographics and monetary segmentation. Implementing public sector sales automation tools provides direct benefits to companies, related to: cost and time efficiency, improved proposal success rates, and strategic planning optimization. Indirect benefits for companies refer to delivery quality. Data analytics tools also support overall public procurement transparency, public spending efficiency and better public governance. [ABSTRACT FROM AUTHOR]

Copyright of IDP: Revista de Internet, Derecho y Politica is the property of Universitat Oberta de Catalunya and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Influencer marketing represents a $10 billion industry in 2020 and is becoming of increasing relevance for many firms, especially those operating in a business-to-consumer environment. Few firms in the fashion, beauty, travel, food, or beverage industries are running marketing campaigns these days that do not include, at least to some share, a collaboration with popular users on platforms such as Instagram and TikTok. However, many marketing managers still have a less than adequate understanding of those platforms compared with their knowledge of more traditional media channels and often find it hard to make the right decision in this fast-moving environment. To provide some guidance in this respect, this article aims to give an introduction to the most critical platforms for influencer marketing. It then presents advice to firms who want to engage in influencer marketing as well as specific questions on identifying the right influencers to collaborate with. [ABSTRACT FROM AUTHOR]

Consumer fraud is a civil violation of a remedial statute not requiring specific intent to deceive. Most consumer fraud statutes define violations as unconscionable, misleading, or deceptive practices irrespective of intent, in derogation of the principle of caveat emptor. They do not apply to business-to-business transactions. Trust plays a central role in businessto- consumer transactions. Because consumers are individuals, there is often an inherent inequality in consumer transactions. Sophisticated marketing techniques--especially target marketing that follows potential customers all over the internet--hound consumers' online lives and manipulate purchasing decisions. The increasing monetization of almost everything exacerbates these effects. This transactionalism itself erodes trust because commercial trust is less robust than interpersonal trust. "Consumers" are not a monolithic category and the effects of consumer fraud depend on one's education, business sophistication, and ethnicity. The neoclassical model of a universal, rational, self-interested, decontextualized individual has numerous limitations, and we now know that rationality is bounded in any event--we are unable to incorporate all relevant information in our decision-making. Further, the neoclassical model does not accurately represent the financial situations and daily realities of most American consumers, who are working to middle class, struggling economically, and lacking in financial literacy. This Essay applies this framework to the phenomenon of home lending fraud, which was the primary cause of the Great Recession and the worldwide financial meltdown of 2008. Home lending fraud of all sorts erodes trust in our system and country. Trust tends to be eroded more in consumers who do not realize the risks taken when entering into these transactions, which is disproportionally the case with lower income consumers. They are hit especially hard because they have fewer resources, and if they own a home, it is generally their only valuable asset. In this Essay, I focus particularly on the example of land contracts--rent-to-own arrangements often accompanied by predatory features--that have looted many millions of dollars of wealth from low- to moderate-income Americans. The Essay finally turns to the post-Great Recession Dodd--Frank Act and its creation of the Consumer Financial Protection Bureau. The Bureau is the first federal agency with the sole mission to regulate consumer financial products. Dodd--Frank regulations and oversight have helped increase trust in consumer financial markets since the last financial crisis. Supervision of lending institutions--some of which were not previously subject to federal regulation--is a critical tool in resisting forces that continue to undermine trust in our system. [ABSTRACT FROM AUTHOR]

The development of e-commerce has greatly changed the development of social retail formats. Business-to-consumer (B2C) e-commerce model is important. Due to the characteristics of high consumer trust and commodities dominated by electronic products and brand commodities, the income and profits generated are also very considerable. Therefore, the major e-commerce giants have increased the development of B2C formats. Logistics service capability and level have become an important driving force for the development of B2C e-commerce. How to optimize the inventory of B2C e-commerce and realize the organic balance between the economy and service capacity of the whole logistics chain has become a very urgent problem faced by major e-commerce giants. From the perspective of big data, first, the overview of the dataset used is analyzed based on the real operation data of a business to consumer (B2C) e-commerce platform. [ABSTRACT FROM AUTHOR]

This study builds upon previous research on the value propositions of electronic commerce for the consumer and proposes a research framework for investigating consumer's perceived value in the B2C model of electronic commerce. The proposed research model encompasses five main dimensions of consumers' value proposition: Economic (3 components), Functional (7 components), Emotional (6 components), Social-Symbolic (5 components), and Technical (11 components). The paper also presents an application of the model to an empirical case study of consumers' perceived value of online shopping in Iran. Required data was collected via a survey from customers of digikala, the biggest e-commerce firm of Iran. Structural equation modeling and path analysis were used to test the proposed research model. Findings show that the five dimensions are positively related to consumers' value proposition and the proposed research model is fitted to explain the research purpose and hypotheses. [ABSTRACT FROM AUTHOR]

Electronic commerce (e-commerce) is the buying and selling of goods and/or services over the internet. In recent years, e-commerce has experienced tremendous growth due to the popularity of and access to the internet throughout the world. Many companies have seen an opportunity in this market, starting to offer their products and/or services online. However, developing electronic commerce platforms can be complex and requires technical skills and specialized knowledge, which has become a problem due to the need to comply with the standards and requirements of customers who request to join these channels. Microenterprises in particular often need more resources and experience building e-commerce platforms. This is an exploratory case study, the objective of which is to design a proposal to improve an e-commerce platform development process for a computer enterprise from Valdivia, Chile, based on the international standard ISO 10008. Therefore, a solution is proposed for microenterprises to standardize their processes and improve their competitiveness in an increasingly demanding market, incorporating a methodology based on a review of quality management and customer satisfaction guidelines for e-commerce that allow the identification of internal and external failures, to prevent problems and achieve acceptable results. The proposal includes suggestions on how to improve the user experience on platforms, make the purchase and payment process more efficient, develop a support section for the computer microenterprise, and improve the security and privacy of customer data. The study of this quality regulation is one of the first at the national level, paving the way for developing proposals for other microenterprises in the country and, in turn, for the study and implementation of guidelines for business-to-consumer electronic commerce transactions (B2C ETC). [ABSTRACT FROM AUTHOR]

Parcel lockers seem to be a very interesting and innovative solution for any type of city, beneficial to both customers and online stores. Accounting for the growing number of B2C e-commerce customers, this measure significantly meets their needs. Moreover, this solution solves the challenges of last-mile deliveries, which are one of the major effects of heavy traffic of commercial vehicles in the whole city area. Recipients and senders of parcels through parcel lockers are the main generators of demand for this service. Hence, assessing their satisfaction and requirements is a key indicator of the development of this area. This work focuses on the efficiency of user parcel lockers and compares the situation in Italy, Poland, and Ukraine. This paper also presents an analysis of the already existing data on the satisfaction of parcel locker users, as well as the results of a study conducted among Ukrainian consumers for this work. [ABSTRACT FROM AUTHOR]

While cognitive trust and cognitive risk have become established determinants of behavioral intentions in e-commerce, affective trust and affective risk have been largely overlooked. The present research differentiates affective trust and affective risk from their cognitive counterparts and finds that both affective trust and affective risk were significant mediators of website design features. These findings imply that cognitive conceptualizations of e-commerce trust and risk provide an incomplete account of the mechanisms by which website design features may influence intentions, and that affective trust and risk provide additional insight and explanatory power. [ABSTRACT FROM AUTHOR]

This comparative research intends to find similarities and differences in the digitalization level of Hungary and Azerbaijan. Following the state of art in digitalization, further focus is on the digitalization of small and medium enterprises in both countries. The secondary research is done through several international reports and databases collected for years 2018-2022, depending on the availability. The comparison is performed based on four subcategories of digitalization areas defined by the European Commission. The study holds its uniqueness due to the absence of comparative research between the mentioned two countries and the used indicators. The results contribute to the awareness, existing knowledge and provide future research insights in digitalization trends of both countries. [ABSTRACT FROM AUTHOR]

This study aims to investigate how electronic word of mouth (e-WOM) with corporate social responsibility (CSR) messages can boost customer trust, online purchase intention, and e-loyalty in B2C e-commerce in Vietnam. The study surveyed 579 online shoppers and used EFA, CFA, and smart PLS for data analysis. The results show that e-WOM and CSR messages have a positive and direct impact on customer trust, leading to increased online purchase intention and e-loyalty. Additionally, CSR messages moderate the relationship between e-WOM and customer trust. [ABSTRACT FROM AUTHOR]

Doing Business in a World of Goliaths: Power Imbalances and Economic Dependency in Platform-to-Business Relations Digital platforms have emerged as crucial infrastructures in today's economy, facilitating digital transactions between buyers and sellers. However, propelled by network effects and other sources of market power, digital platforms are generally the stronger party in their relations with users, and this could lead them to abuse their market power through exclusionary and exploitative practices. While extensive consumer regulations shield consumers in business-to-consumer (B2C) transactions, scant protection is afforded to businesses in presumed peer-to-peer business-to-business (B2B) transactions. Although certain EU provisions, such as Article 102 TFEU, Regulation 1150/2019 and the Digital Markets Act (DMA), aim to safeguard business users in platform-to-business (P2B) contexts, their effectiveness is constrained. These regulations and provisions are often too narrow in scope, fail to consider the platform's unique features, prioritise public interests over those of individual businesses and lack effective remedies. Conversely, some Member States have adopted abuse of economic dependence regulations, potentially offering stronger protection, as such an approach provides more flexibility and emphasises contractual fairness for individual business users. The present article attempts to show that business users are in fact economically dependent on the platform, thereby suggesting that an EU level prohibition of abuse of economic dependence could more effectively address the existing gaps in protection. [ABSTRACT FROM AUTHOR]

Digitalization and digital technologies have risen sharply in commerce in form of online offers and advice, even in formerly less technology-based sectors. By using the example of flower shops, the aim of this study is to find out whether customers perceive digital offers to be generally useful or necessary, or if local service is still sufficient. To answer this question, a quantitative survey was conducted in selected flower shops in Germany. 82 customers took part. Although most customers have not yet resorted to an online offering when buying flowers, over 66% of respondents are generally in favor of digital offers in the floristry industry. [ABSTRACT FROM AUTHOR]

Purpose: Failed deliveries (i.e. deliveries not accomplished due to the absence of customers) represent a critical issue in B2C (Business-to-consumer) e-commerce last-mile deliveries, implying high costs for e-commerce players and negatively affecting customer satisfaction. A promising option to reduce them would be scheduling deliveries based on the probability to find customers at home. This work proposes a solution based on presence data (gathered through Internet of Things [IoT] devices) to organise the delivery tours, which aims to both minimise the travelled distance and maximise the probability to find customers at home. Design/methodology/approach: The adopted methodology is a multi-method approach, based on interviews with practitioners. A model is developed and applied to Milan (Italy) to compare the performance of the proposed innovative solution with traditional home deliveries (both in terms of cost and delivery success rate). Findings: The proposed solution implies a significant reduction of missed deliveries if compared to the traditional operating mode. Accordingly, even if allocating the customers to time windows based on their availability profiles (APs) entails an increase in the total travel time, the average delivery cost per parcel decreases. Originality/value: On the academic side, this work proposes and evaluates an innovative last-mile delivery (LMD) solution that exploits new AI (Artificial Intelligence)-based technological trends. On the managerial side, it proposes an efficient and effective novel option for scheduling last-mile deliveries based on the use of smart home devices, which has a significant impact in reducing costs and increasing the service level. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to investigate the extent to which brand archetypes can influence business-to-consumers (B2C) relationship, identify brand archetypes of two Polish confectionary companies (Wedel and Wawel), and recognize consumers' attitudes towards brand archetypes used in B2C relationships. The conducted research allowed us to find the answers to five research questions. Material and methods: Based on the theoretical deliberation, empirical research was conducted. Two research methods were applied in the study, i.e., a multiple case study method as a form of qualitative research, and a survey conducted in May 2023 using Computer Assisted Web Interviewing (CAWI) on a sample of 106 respondents. The brand attitudes perceived by respondents formed the basis for the Brand Archetype Portrait (BAPOR) and Brand Archetype Power (BAPOW). Results: The conducted analysis revealed the use of different archetypes by both research subjects. Customers were aware of the brand archetypes, and they identified the archetypes accordingly, allowing the indication of the brand archetype portraits (BAPOR). Wedel was associated with the Innocent archetype, while Wawel was associated with the Caregiver and Jester by survey participants. Conclusions: This study addresses the scientific gap centered on integrating and exploring archetypes within the specific context of business-to-consumer relationships in the confectionery market in Poland. Additionally, there is a gap in understanding how the use of archetypes can influence the dynamics of business-to-consumer relationships within the confectionery market. The study findings are constrained by several limitations: only two case studies representing the same business sector were examined. Moreover, the quantitative research was conducted on a small and unrepresentative sample and thus does not allowing for drawing any general conclusions. However, the research in question provided insights into customers' opinions and attitudes toward brand archetypes. The aforementioned limitations leave room for future studies. On a managerial level, the paper offers several contributions to marketing professionals, especially by suggesting how the use of archetypes can enhance customer relationships and company relationships. When effectively communicated, archetypes enable building bonds with consumers who share the same principles and beliefs. From an academic standpoint, we have contributed to the theory of social sciences by presenting the interrelations between brand archetypes and effective customer relations through shared values. [ABSTRACT FROM AUTHOR]

Copyright of Exacta is the property of Exacta - Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This research investigates the relevance of exchange norms in a business-to-consumer context and studies the impact of both relational and discrete norms on customer satisfaction in services. As existing scales focus only on relational norms and are mostly limited to business-to-business contexts, Study 1 (n = 164) proposes measurement scales for seven exchanges norms adapted to a business-to-consumer context: Reciprocity, The Linking norms, Creation and restraint of power, Role integrity, Solidarity, Flexibility, and Effectuation of consent. Study 2 (n = 295) tests the influence on these norms on customer satisfaction. The article demonstrates that exchange norms as a whole positively affect customer satisfaction and, more specifically, that relational norms explain satisfaction better than discrete norms. The findings also show that, contrary to customer relationship proneness, relationship duration moderates the link between exchange norms and customer satisfaction. [ABSTRACT FROM AUTHOR]

Fulfillment strategies that offer consumers a consistent shopping experience across different channels and devices through a variety of last-mile delivery options have emerged as a powerful engine for growth in the retail sector. To thrive in this new environment, retailers need to (re)configure their last-mile supply networks to achieve better alignment between delivery responsiveness, product variety, and convenience. This article reviews multiple case studies of leading retailers across geographical regions, maps these retailers' network configurations, and conducts consumer surveys to examine how retailers operate their last-mile distribution to cope with omnichannel demands. This study develops a typology consisting of four ideal forms of last-mile supply networks differentiated by the speed of delivery responsiveness and level of product variety. It proposes a set of prescriptive guidelines for retailers to undertake reconfiguration of their last-mile distribution. [ABSTRACT FROM AUTHOR]

Purpose: Over the last decade, a "new" sharing economy has emerged. So far, the supply chain literature has focused on platforms delivering crowd-logistics services that connect businesses and consumers (B2C). The literature has paid little attention to platforms that facilitate products exchanges between consumers. This article aims to develop a first supply chain conceptualization for consumer-to-consumer (C2C) product exchanges stimulated by the sharing economy. How to conceptualize C2C product exchanges from an Supply Chain (SC) perspective? Do such C2C product exchanges form what might be called "sharing supply chains"? What are the characteristics of these sharing supply chains? Design/methodology/approach: The authors rely on a single case study of Vestiaire Collective (VC), a C2C platform that links consumers buying and selling second-hand luxury goods. This case was not selected because it is a typical C2C product platform, but because it is an "extreme" case (Yin, 2014) meeting Siggelkow's "talking pig" criterion (2007). Findings: The authors demonstrate that VC intermediates a "sharing supply chain", whose features differ from forward and reverse supply chains. The authors stress that strong physical intermediation is crucial in this extreme case. The authors then contrast this extreme case with other forms of sharing supply chains to identify the variables leading to these alternative configurations. Finally, the authors develop theoretical propositions regarding the physical intermediation role that these platforms may play. Originality/value: The authors' article extends the scope of the supply chain concept by identifying sharing supply chains alongside other types of chains. The article also points to the strategic role of SC dimensions in the sharing economy. The authors hope that this article will lead to further research on sharing supply chains. [ABSTRACT FROM AUTHOR]

The article focuses on the limitations of enforcing transnational Business-to-Consumer (B2C) online arbitration awards within Online Dispute Resolution (ODR). It explores the development and context of ODR, legal regulations, and international arbitration, discussing transparency and enforceability principles. It raises questions about integrating ODR into international arbitration, the role of technology, and challenges in enforcing ODR awards across jurisdictions.

Aim/Purpose Social commerce is an emergent topic widely used for product and service sourcing. It helps companies to have frequent interaction with their customers and strive to achieve a competitive advantage. Yet there is only little empirical evidence focusing on social commerce and its adoption in SMEs to date. This study investigates the key factors affecting social commerce adoption in SMEs. This research designed a theoretical model using the Technology, Organization, and Environment (TOE) Model Background Despite its rapid growth and usage, social commerce is still in its evolution phase and its current conception is vague and restricted. Therefore, considering the benefits of social commerce for consumers and businesses, it is important to explore the concept of social commerce. Methodology The research floated a self-administered questionnaire and surveyed 218 Jordanian SME businesses. The data was analyzed using smart PLS and the results were drawn that covers the detail of the characteristics of respondents, study descriptive, results of regressions assumptions, e.g., data normality, reliability, validity, common method biases, and description of the measurement model, followed by the findings of hypothesis analysis. Contribution This study has many significant contributions to the existing studies on firms' adoption of social commerce. It indicates that organizational readiness from the organizational perspective and consumer pressure from the environmental dimension of the TOE model are significant influential elements in the adoption of social commerce in business, followed by high-level management support and trading partner pressure, respectively. This shows that organizational readiness to adopt social commerce and consumer pressure has a vital role in Jordanian SMEs' adopting social commerce. Findings The results were drawn from a survey of 218 Jordanian SMEs, indicating that organizational readiness from an organizational dimension and consumer pressure environmental perspective, followed by top management's support and trading partner pressure, significantly predicts the adoption intentions of social commerce. However, perceived usefulness and security concerns from a technological context do not significantly impact behavioral intentions to utilize social commerce. Recommendations for Practitioners Lack of awareness about new technology and its potential benefits are not well diffused in the Jordanian context. In short, both organizational and environmental dimensions of the TOE framework significantly influence the behavioral intentions for social commerce adoption in the Jordanian context whereas the third-dimension technological factors do not affect the behavioral intentions of SMEs to adopt social commerce. In the technological context, SMEs need to invest in technology and must spread awareness among Jordanian consumers about the potential benefits of technology and must encourage them to use social commerce platforms to interact because of the high significance of social commerce for businesses as it facilitates the quick completion of tasks, enhances the productivity, and improves the chances of high profitability. Recommendations for Researchers First, the study is limited in scope as it discusses the direct links between the TOE framework, behavioral intentions to use social commerce, and the actual usage of social commerce in the Jordanian context rather than testing the mediation, and moderation. Future research may examine the mediators and moderators in the conceptual model. Second, the research examined the behavioral intentions of SMEs rather than consumers to adopt social commerce. Further research might consider the consumer perspective on social commerce. Impact on Society This research aims to identify the key factor that impact the behavioral intentions of SME businesses to practice social commerce. The theoretical underpinning of the study lies in the TOE model, as using its basic assumptions the conceptual grounds and hypothesis of the study are developed. Future Research The study findings are not generalizable in different contexts as it was specifically conducted by gathering data from the Jordanian population. However future studies may consider different contexts, sectors, cultures, or countries to examine the model. Lastly, the research collected data using convenience sampling from 218 SMEs in Jordan, which may create difficulty in the generalizability of the research, so needs to examine a larger sample in future studies. [ABSTRACT FROM AUTHOR]

The digital context in which today's society is immersed, fostered by ICTs, the internet and social networks - and the COVID-19 pandemic - have fostered electronic commerce transactions on a global scale; therefore, the objective of the research was to analyze the use of electronic commerce in fast food businesses that began their activities in 2020 in Ecuador. For this, an empirical investigation was carried out at a descriptive level and in a transversal way, applying a questionnaire to 385 consumers of this type of business. For consumers, the use of technology as means of communication and payment is highly weighted, in addition to recognizing that they have been influenced by the content and promotions generated by the enterprises, so these marketing components must be strategically planned and managed. to position and increase the visibility of the business. [ABSTRACT FROM AUTHOR]

With the development of a new stage of the industrial revolution, the importance of digitalization of business development tools is growing. The purpose of this article is to study the applied aspects of digital marketing tools usage for business development in the B2C market. To achieve the purpose and objectives of the study general and special methods are used: comparative analysis of the results of economic and statistical surveys; method of expert assessments by questionnaires using a 5-point Likert scale. The concordance coefficient was used to determine the consistency of the experts' opinions taking into account the related ranks in method of expert assessments. According to the results of the research, it is established that the Ukrainian business of the B2C sector was actively mastering digital marketing tools. The analysis of penetration level of digital technologies in the development of trade business showed the emergence of basic conditions for updating marketing tools to influence the B2C market. There is a rapid coverage rate of multi-purpose use of the Internet among consumers and businesses; gradual growth of digital skills among practitioners; positive dynamics of development of interactive services in the trade sphere. However, the level of use of the retail businesses websites remains low in many spheres of customer service. An important trend of the current development stage of the consumer market is the usage of business Internet platforms designed for mass dissemination of information. Effective marketing channels of interaction with consumers include social media (social networks, blogs or microblogs, websites with multimedia content, knowledge sharing tools), websites, e-shops, and sales via mobile devices. According to the results of expert evaluation, foreground digital technologies, which are able to bring business to a qualitatively new level of interaction with consumers and the provision of trade services have been identified. These are artificial intelligence and cognitive technologies, BigData, Internet of Things (IoT), and cloud computing. The structural and logical scheme of research of digital marketing tools is used for business development which includes two stages is offered. In the first stage, trendwatching, benchmarking and evaluation of internal opportunities for the use of digital marketing tools are performed. In the second stage, three components of digital readiness of business are defined: technological; competence; institutional. The obtained results form the basis of further research to determine the priorities of adaptive digital business behavior for the productive use of existing digital opportunities. [ABSTRACT FROM AUTHOR]

Membership business models are increasingly prevalent, as they appear to be beneficial to companies. However, questions exist about the benefits of the membership business model to consumers. This paper examines consumer perspectives on the membership business model in the context of customer complaints related to Savage X Fenty's business practices. Data were collected via 692 complaints posted to the Better Business Bureau website and analyzed according to protocols for phenomenology. Eight themes emerged from the data, beginning with membership sign-up and ending with being charged after-the-fact. The themes captured the different frustrations that consumers experienced with Savage X Fenty's membership business model. The results are discussed in light of marketing relationships, ethics, and service recovery. [ABSTRACT FROM AUTHOR]

The development of information technology, along with the high growth and diversification of consumer needs, has revolutionized the way in which business-to-consumer transactions occur. All this progress was boosted by the COVID-19 pandemic period in a different manner in each EU country, depending on different local aspects. The main goal of this paper is to determine the key characteristics of e-commerce in European Union countries in a pandemic context, based on Eurostat Digital Economy data for 2019–2020. Therefore, for an easier visualization, based on PCA, using 27 analyzed variables, new unique dimensions were revealed: 1. heavy online purchasers, 2. triggers for embracing digital purchasing, 3. perceived barriers against buying online (privacy concerns, security, or not having a card), 4. dynamics of online interaction with public authorities, and 5. enterprise online sharing. Moreover, clustering techniques set four groups of countries with different online commerce patterns that might require attention, according to their specificities, both from a government level and from a business perspective. Special attention is paid to Romania, which has one of the biggest e-commerce industries in Southeastern Europe, but with the share of e-commerce in total retail still quite low, despite this great increase. The models of other countries could be important in helping Romania to catch up with the most successful economies in terms of e-commerce. [ABSTRACT FROM AUTHOR]

Copyright of Innovar: Revista de Ciencias Administrativas y Sociales is the property of Universidad Nacional de Colombia and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Business platforms have become widespread in business to consumer (B2C) markets and their adoption is on the rise in the business to business (B2B) world. However, our understanding of platform adoption in B2B is less developed than for B2C. In the few cases where B2B platforms have been explicitly examined, it is often assumed that they can be understood using principles developed from the study of B2C platforms. However, the two types of platforms have important differences that often require different managerial policies to be successful. B2B supply chains are much more complex because of multiple echelons, the sophistication of their purchasing and other organizations, the competition they face, and the value of their data. The result is that, among other things, the nature of their value exchange is likely different. To address this gap, we create a novel framework. The value creation lens is grounded in theory and creates a better understanding of the dynamics of platform creation and growth by separating the platform's value into three components: (1) the standalone value of the product, such as a smartphone's ability to take pictures, (2) the value of other participants on the platform, such as the number of friends on Instagram or merchants on eBay, and (3) the value created by complementary products from third‐party providers, such as apps for a smartphone. A dynamic perspective explores the trajectory of differences in value between B2B and B2C platforms along with managerial implications. [ABSTRACT FROM AUTHOR]

Copyright of CPMark: Caderno Profissional de Marketing is the property of Caderno Professional de Marketing Unimep - CPMark and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Purpose: This paper aims to examine the differential effects of the type of gift (material vs experiential) offered on Snapchat and Instagram (Study 1) and how the impacts of gift type and message type (informational vs emotional) vary by the two different image-sharing social media platform in a business-to-consumer (B2C) gift-giving context (Study 2). Design/methodology/approach: Study 1 used a two (social media: Snapchat vs Instagram) by two (gift type: material vs experiential) between-subject factorial design, whereas Study 2 used a two (social media: Snapchat vs Instagram) by two (gift type: material vs experiential) by two (message type: informational vs emotional) between-subject factorial design. A series of analyses of covariance was conducted to test the suggested hypotheses. Findings: Study 1 demonstrated that the promotion of material gifts was more effective on Snapchat than on Instagram, while the promotion of experiential gifts was more effective on Instagram than on Snapchat. Study 2 showed that the impacts of gift type and message type varied by social media platform. The promotion of an experiential gift with an emotional ad appeal was found to be more effective on Instagram than on Snapchat, while the promotion of a material gift using an informational ad appeal was found to be more effective on Snapchat than on Instagram. Research limitations/implications: This research used a college student sample for the experiments. However, to extend the generalizability of the results, it is recommended that future experiments be conducted with nonstudent samples. Also, the current research manipulated the two different social media conditions, Snapchat vs Instagram, by enforcing participants to use their social media and then provided experimental stimuli in a different screen from their social media account. If the stimuli were distributed through participants' real social media account, the external validity of this research could be enhanced. Finally, future research should apply this framework to other countries with different social media platforms to confirm the generalizability of the study's findings. Practical implications: This research can thus contribute to the development of new guidelines for planning social media marketing in the business gift-giving context. By leveraging findings that the fit effect of gift types and advertising appeals differs based on social media platform, practitioners can create a more effective social media plan for their advertising campaigns. Given that copywriting and media plans are among the most important and difficult work in the business of advertising, this study's findings would assist advertising practitioners in planning and executing the most effective advertising campaigns. Originality/value: The findings of this study provide valuable insights for the development of effective brand promotion strategies for B2C gift-giving via social media. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to measure the supply chain competitiveness of the e-commerce industry in Indonesia. Design/methodology/approach: The study used a multi-criteria decision-making model based on the analytic hierarchy process. Four main criteria are used to measure the supply chain competitiveness, i.e. cost, differentiation, sustainability and infrastructure. Findings: The findings of this study show that cost is the most important criterion with a degree of importance of 33.19%, followed by infrastructure of 29.40%, differentiation of 27.96% and sustainability of 9.45%. It shows that the internally controlled strategy contributes about 70% of supply chain competitiveness. The internal infrastructure criterion that consists of software and hardware contributes 65.92% to the whole infrastructure criterion. The internal infrastructure then contributes 19.38% to supply chain competitiveness. Therefore, the internally controlled strategies and internal infrastructure contribute up to 90.08% to the supply chain competitiveness of e-commerce in Indonesia. This result implies that to attain the supply chain competitiveness, the company must carry out strategies focusing on the performance such as cost, differentiation, sustainability as well as on the internal infrastructure such as software and hardware. Research limitations/implications: In this paper, the authors limited their study to the business to business (B2B) and business to consumer (B2C) players because these two platforms have been experiencing a very rapid growth. While e-commerce business can take many platforms besides B2B and B2C, the future research should include other platform such as consumer to consumer as well. Because the focus in this study is more the information and material flows, it will be of great interest if the future research covers the platform of mobile payment as well that guarantee the ease of cashflows within supply chains. Also, with the occurrence of the Covid-19 pandemic when this paper was written, in the near future, it is then of great interest to incorporate the pandemic context into the proposed model used in this study. The further study should analyze long-term changes happened as the result of pandemic such as behavioral changes of online shopping from customer side or shift in e-commerce supply chain infrastructure and inventory practice. Practical implications: With this study, it is expected that it can be determined which criteria contribute the most to the supply chain competitiveness of the e-commerce industry in Indonesia that will be useful for industry player. Originality/value: E-commerce development in Indonesia is still facing serious challenges. The multi-criteria decision making approach used in this research lays a foundation of how supply chain competitiveness is determined based on the judgment of experts coming from major companies within the supply chain. [ABSTRACT FROM AUTHOR]

Purpose: This paper investigates the economic performances of two business-to-consumer (B2C) e-commerce last-mile delivery options –parcel lockers (PLs) and traditional home delivery (HD) in contexts where e-commerce is still at its early stages. It analyses and compares two different implementation contexts, urban and rural areas. Design/methodology/approach: This study develops an analytical model that estimates delivery costs for both the PL and HD options. The model is applied to two base cases (representative of urban and rural areas in Italy), and sensitivity analyses are subsequently performed on a set of key variables/parameters (i.e. PL density, PL fill rate and PL annual costs). To support the model development and application, interviews with practitioners (Edwards et al., 2011) were performed. Findings: PLs imply lower delivery cost than HD, independently from the implementation area (urban or rural): advantages mainly derive from the higher delivery density and the drastic reduction of failed deliveries. Benefits entailed by PLs are more significant in rural areas due to lower PL investments and annual costs, as well as higher HD costs. Originality/value: This paper offers insights to both academics and practitioners. On the academic side, it develops a model to compare the delivery cost of PL and HD, which includes the analysis of urban and rural contexts. This could serve as a platform for developing/informing future analytical/optimisation contributions. On the managerial side, it may support practitioners in making decisions about the implementation of PLs and HD, to benchmark their costs and to identify the main variables and parameters at play. [ABSTRACT FROM AUTHOR]