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The purpose of this paper is to reveal the impact of the e-tailers’ product variety decisions on their logistics service quality (LSQ) in B2C e-marketplaces. Furthermore, it investigates the mediation of transaction intensity and the moderation of the perceived technical quality in this relationship.

The data were collected from one of Turkey’s biggest e-marketplace firms, N11.com. Consumer evaluations and the e-tailers’ product offers were used to operationalize research variables. Structural equation modeling was used to test the research hypotheses.

Product variety increases the sales of e-tailers but negatively affects their LSQ. This negative effect does not stem from the operational complexity resulting from increased sales; on the contrary, transaction intensity actually suppresses the negative effect of product variety on LSQ. This study additionally reveals that the perceived technical quality weakens the negative impact of product variety on LSQ.

The intense competition in e-marketplaces makes LSQ a key competitive factor, highlighting the importance of revealing its determinants. Although the negative effect of product variety on operational performance has been revealed in manufacturing and physical retailing environments, it has been under-investigated in online retailing. Drawing on a knowledge-based view, this study reveals how product variety decreases LSQ in the online context despite its unique features (i.e. temporal and spatial separation). Moreover, by demonstrating that the delivered product’s instrumental performance affects the perceived LSQ, it reveals that technical quality and functional quality are not disjoint components in online purchases.

This study investigates how perceived political corruption, a generally overlooked corruption type, relates to firms' new product development (NPD) through perceived regulatory obstacles. It also examines firms' perceptions of business association support in this relationship, considering these associations' potential support for NPD.

This study conducted an empirical analysis of 1,663 firms in Turkey, a country noted for a history of legislative corruption, and in which there are strong business associations. Drawing the data from the World Bank's 2019 Enterprise Surveys Dataset, this study tested the hypotheses via the two-stage factor score regression method.

This study finds that perceived political corruption significantly relates to NPD negatively through perceived regulatory obstacles. It also finds that the perceived support of business associations to NPD is significantly greater when firms perceive regulatory obstacles but only slight political corruption.

As far as political corruption is concerned, this study reveals that corruption can also be the cause of regulatory obstacles, expanding the common view of corruption as a means of overcoming regulatory obstacles to NPD. In addition, it introduces the role of business associations in this relationship by revealing their support to NPD for different levels of perceived political corruption and regulatory obstacles.

This study aims to reveal how omni-channel capability leads to customer satisfaction by examining the mediating roles of flexibility and operational logistics service quality (LSQ).

Consumers who had previously shopped from any particular retailer's both online and physical stores were surveyed to collect data on research constructs. Structural equation modelling and bootstrapping were employed to test research hypotheses.

This study shows the double mediation of flexibility and operational LSQ in the effect of omni-channel capability on customer satisfaction. Despite this indirect effect, omni-channel capability does not directly affect customer satisfaction, implying the full mediations of flexibility and operational LSQ. However, these mediating effects could not be verified for certain types of retailers (e.g. electronic retailers).

By using the theoretical lens of capability–service quality–performance triad (C-SQ-P), this study shows how omni-channel capability and flexibility affect customer satisfaction through operational LSQ. Hence, an original finding is that developing omni-channel capability may not be sufficient for customer satisfaction and that it may need to be supported by flexibility and operational LSQ. It additionally reveals that the mediations of flexibility and operational LSQ hinge on the type of retailing industry examined. Thus, this study draws on the necessity of investigating the contingent roles of flexibility and operational LSQ in omni-channel retailing for customer satisfaction.

This paper introduces the term “omni-channel capability” and tests its validity. The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on omni-channel capability.

An online survey was used to evaluate the new concept of “omni-channel capability” and LSQ from the consumer’s perception. A two split sample technique was used to validate omni-channel capability and test the impact of LSQ on it through structural equation modeling. Factor analysis and structural equation modeling were performed to introduce, test and validate omni-channel capability, and test the study’s hypotheses. Consumers who had previously shopped from both the online and physical stores of a particular retailer completed a self-administered survey.

The findings supported the use of the term “omni-channel capability,” which has three elements: channel consistency, cross-channel and social media. The results also revealed the positive impact of operational LSQ on omni-channel capability.

Taking consumer perceptions as a reference point, this study reveals major issues that retailers should focus on while pursuing an omni-channel strategy. The findings also highlight the need for retailers to ensure operational LSQ to implement an omni-channel management strategy.

To improve on the limited theoretical understanding and empirical grounding of omni-channel management, this study described the three elements of omni-channel capability. The impact of operational LSQ on omni-channel capability gives empirical support for the theorized hierarchy of dynamic capabilities (zero- and first-order capabilities).

This study investigates the effects of service modularity on the perceived usefulness (PU) of e-learning programs through the perceived ease of use (PEoU) and service customization.

Structural equation modeling was used to test four hypotheses with survey data from 517 undergraduates in Turkey.

Results show that service modularity affects the PU of e-learning programs through the PEoU. Service customization negatively moderates the effect of service modularity on the PEoU, but positively moderates the effect of the PEoU on the PU of e-learning programs.

This study offers insights that support the decisions of policymakers and higher education institutions on how to design appealing e-learning programs cost-effectively.

This study reveals the determinants of the PU of e-learning, which could support the democratization of access to higher education in emerging countries where barriers to higher education are relatively greater than in developed countries.

The concept of service modularity is explored in the e-learning context from the students' perspective. This study shows that the standardized interfaces across course modules increase the PU of e-learning programs by improving the ease of use. It also shows, interestingly, that service customization, enabled by modularity, is not always appreciated by service consumers, because of the potential extra effort demanded in communicating their unique needs to service providers.