{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,11]],"date-time":"2026-02-11T02:34:53Z","timestamp":1770777293197,"version":"3.50.0"},"reference-count":78,"publisher":"MDPI AG","issue":"4","license":[{"start":{"date-parts":[[2025,11,2]],"date-time":"2025-11-02T00:00:00Z","timestamp":1762041600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"DOI":"10.13039\/501100002460","name":"Chung-Ang University","doi-asserted-by":"crossref","id":[{"id":"10.13039\/501100002460","id-type":"DOI","asserted-by":"crossref"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JTAER"],"abstract":"<jats:p>Based on the self-determination theory and social presence theory, this study examined how high-tech and high-touch orientations in logistics service quality (LSQ) influence consumer satisfaction in omni-channel retailing. LSQ was modelled as two second-order constructs: high-tech orientation (timeliness, physical facilities, and ease of return) and high-touch orientation (employees\u2019 knowledge, flexibility, and responsiveness to delivery discrepancies). Survey data from 455 consumers were analyzed using structural equation modelling. Both orientations significantly improved satisfaction, with high-tech orientation showing a slightly stronger effect, reflecting the digital literacy of the predominantly young sample. The findings extended self-determination theory and social presence theory by offering a dual-orientation perspective and practical guidance for balancing high-tech and high-touch in omni-channel logistics service design.<\/jats:p>","DOI":"10.3390\/jtaer20040299","type":"journal-article","created":{"date-parts":[[2025,11,3]],"date-time":"2025-11-03T14:00:33Z","timestamp":1762178433000},"page":"299","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["\u201cHigh-Tech\u201d and \u201cHigh-Touch\u201d: Complementary Effects of Logistics Service Quality Orientations on Consumer Satisfaction in Omni-Channel Retailing"],"prefix":"10.3390","volume":"20","author":[{"ORCID":"https:\/\/orcid.org\/0009-0001-1857-434X","authenticated-orcid":false,"given":"Diancen","family":"Xie","sequence":"first","affiliation":[{"name":"Department of International Trade and Logistics, Chung-Ang University, Seoul 06974, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jiahui","family":"Xie","sequence":"additional","affiliation":[{"name":"Department of International Trade and Logistics, Chung-Ang University, Seoul 06974, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Lanhui","family":"Cai","sequence":"additional","affiliation":[{"name":"Graduate School of Management of Technology, Pukyong National University, Busan 48547, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5940-864X","authenticated-orcid":false,"given":"Po-Lin","family":"Lai","sequence":"additional","affiliation":[{"name":"Department of International Logistics, Chung-Ang University, Seoul 06974, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9134-5327","authenticated-orcid":false,"given":"Xueqin","family":"Wang","sequence":"additional","affiliation":[{"name":"Department of International Logistics, Chung-Ang University, Seoul 06974, Republic of Korea"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1968","published-online":{"date-parts":[[2025,11,2]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","unstructured":"Faria, S., and Carvalho, J.M. (2025). From a Multichannel to an Optichannel Strategy in Retail. J. Theor. Appl. Electron. Commer. Res., 20.","DOI":"10.3390\/jtaer20010045"},{"key":"ref_2","doi-asserted-by":"crossref","unstructured":"Baldivia, M., and Chowdhury, S. (2024). Adapting Business Models in the Age of Omnichannel Transformation: Evidence from the Small Retail Businesses in Australia. J. Theor. Appl. Electron. Commer. Res., 20.","DOI":"10.3390\/jtaer20010001"},{"key":"ref_3","doi-asserted-by":"crossref","first-page":"797","DOI":"10.3390\/jtaer19020042","article-title":"The Use of Digital Channels in Omni-Channel Retail\u2014An Empirical Study","volume":"19","author":"Nagy","year":"2024","journal-title":"J. Theor. Appl. Electron. Commer. Res."},{"key":"ref_4","doi-asserted-by":"crossref","first-page":"102233","DOI":"10.1016\/j.jretconser.2020.102233","article-title":"Personalization and Hedonic Motivation in Creating Customer Experiences and Loyalty in Omnichannel Retail","volume":"57","author":"Karjaluoto","year":"2020","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"391","DOI":"10.1108\/IJPDLM-02-2017-0101","article-title":"E-Fulfilment and Distribution in Omni-Channel Retailing: A Systematic Literature Review","volume":"48","author":"Melacini","year":"2018","journal-title":"Int. J. Phys. Distrib. Logist. Manag."},{"key":"ref_6","doi-asserted-by":"crossref","unstructured":"Asante, I.O., Jiang, Y., and Luo, X. (2024). Leveraging Online Omnichannel Commerce to Enhance Consumer Engagement in the Digital Transformation Era. J. Theor. Appl. Electron. Commer. Res., 20.","DOI":"10.3390\/jtaer20010002"},{"key":"ref_7","doi-asserted-by":"crossref","unstructured":"Kang, J., Majer, M., and Kim, H.-J. (2019). Empirical Study of Omnichannel Purchasing Pattern with Real Customer Data from Health and Lifestyle Company. Sustainability, 11.","DOI":"10.3390\/su11247185"},{"key":"ref_8","first-page":"98","article-title":"Driving Customer Engagement and Citizenship Behaviour in Omnichannel Retailing: Evidence from the Fashion Sector","volume":"28","author":"Salem","year":"2024","journal-title":"Span. J. Mark.-ESIC"},{"key":"ref_9","doi-asserted-by":"crossref","first-page":"211","DOI":"10.1177\/10946705241236961","article-title":"The Effect of Delivery Time on Repurchase Behavior in Quick Commerce","volume":"28","author":"Harter","year":"2025","journal-title":"J. Serv. Res."},{"key":"ref_10","doi-asserted-by":"crossref","first-page":"502","DOI":"10.1080\/01441647.2022.2131010","article-title":"Consumer Logistics in Contemporary Shopping: A Synthesised Review","volume":"43","author":"Wang","year":"2023","journal-title":"Transp. Rev."},{"key":"ref_11","doi-asserted-by":"crossref","first-page":"325","DOI":"10.1108\/JSM-02-2020-0066","article-title":"Going with the Flow: Smart Shopping Malls and Omnichannel Retailing","volume":"35","author":"Ameen","year":"2020","journal-title":"J. Serv. Mark."},{"key":"ref_12","doi-asserted-by":"crossref","first-page":"1660","DOI":"10.1108\/IJOPM-04-2021-0262","article-title":"Omni-Channel Integration: The Matter of Information and Digital Technology","volume":"41","author":"Saghiri","year":"2021","journal-title":"Int. J. Oper. Prod. Manag."},{"key":"ref_13","doi-asserted-by":"crossref","unstructured":"Lyu, J. (2021). Will Marketing Automation Encourage Repurchase Intention Through Enhancing Brand Experience? An Empirical Study of Omni-Channel Retailing in China. Marketing and Smart Technologies, Springer.","DOI":"10.1007\/978-981-33-4183-8_32"},{"key":"ref_14","doi-asserted-by":"crossref","first-page":"104237","DOI":"10.1016\/j.jretconser.2025.104237","article-title":"Unraveling How Poor Logistics Service Quality of Cross-Border E-Commerce Influences Customer Complaints Based on Text Mining and Association Analysis","volume":"84","author":"Zhang","year":"2025","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_15","doi-asserted-by":"crossref","first-page":"1906492","DOI":"10.1080\/23311975.2021.1906492","article-title":"The Effect of Logistic Service Quality on Customer Satisfaction and Loyalty Using Kansei Engineering during the COVID-19 Pandemic","volume":"8","author":"Restuputri","year":"2021","journal-title":"Cogent Bus. Manag."},{"key":"ref_16","doi-asserted-by":"crossref","first-page":"21582440231224250","DOI":"10.1177\/21582440231224250","article-title":"Logistics Service Quality and Product Satisfaction in E-Commerce","volume":"14","author":"Rashid","year":"2024","journal-title":"SAGE Open"},{"key":"ref_17","doi-asserted-by":"crossref","unstructured":"Lin, X., Mamun, A.A., Yang, Q., and Masukujjaman, M. (2023). Examining the Effect of Logistics Service Quality on Customer Satisfaction and Re-Use Intention. PLoS ONE, 18.","DOI":"10.1371\/journal.pone.0286382"},{"key":"ref_18","doi-asserted-by":"crossref","first-page":"22","DOI":"10.1186\/s13731-023-00287-y","article-title":"Examining the Effect of Electronic Banking Service Quality on Customer Satisfaction and Loyalty: An Implication for Technological Innovation","volume":"12","author":"Ayinaddis","year":"2023","journal-title":"J. Innov. Entrep."},{"key":"ref_19","doi-asserted-by":"crossref","first-page":"2298","DOI":"10.1108\/IMDS-09-2020-0526","article-title":"Linking Digitalization and Human Capital to Shape Supply Chain Integration in Omni-Channel Retailing","volume":"121","author":"Song","year":"2021","journal-title":"Ind. Manag. Data Syst."},{"key":"ref_20","doi-asserted-by":"crossref","first-page":"7749","DOI":"10.1080\/00207543.2023.2246783","article-title":"Human-Centric Production and Logistics System Design and Management: Transitioning from Industry 4.0 to Industry 5.0","volume":"61","author":"Grosse","year":"2023","journal-title":"Int. J. Prod. Res."},{"key":"ref_21","doi-asserted-by":"crossref","first-page":"174","DOI":"10.1016\/j.jretai.2015.02.005","article-title":"From Multi-Channel Retailing to Omni-Channel Retailing: Introduction to the Special Issue on Multi-Channel Retailing","volume":"91","author":"Verhoef","year":"2015","journal-title":"J. Retail."},{"key":"ref_22","doi-asserted-by":"crossref","first-page":"181","DOI":"10.1016\/j.elerap.2018.02.002","article-title":"The Impact of Channel Integration on Consumer Responses in Omni-Channel Retailing: The Mediating Effect of Consumer Empowerment","volume":"28","author":"Zhang","year":"2018","journal-title":"Electron. Commer. Res. Appl."},{"key":"ref_23","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1016\/j.procir.2016.08.002","article-title":"E-Commerce Logistics in Supply Chain Management: Practice Perspective","volume":"52","author":"Yu","year":"2016","journal-title":"Procedia CIRP"},{"key":"ref_24","doi-asserted-by":"crossref","first-page":"33839","DOI":"10.1109\/ACCESS.2023.3252566","article-title":"The Rising Trends of Smart E-Commerce Logistics","volume":"11","author":"Kalkha","year":"2023","journal-title":"IEEE Access"},{"key":"ref_25","doi-asserted-by":"crossref","first-page":"103875","DOI":"10.1016\/j.jtrangeo.2024.103875","article-title":"Determining the Number and Location of Micro-Consolidation Centres as a Solution to Growing e-Commerce Demand","volume":"117","author":"Kahalimoghadam","year":"2024","journal-title":"J. Transp. Geogr."},{"key":"ref_26","doi-asserted-by":"crossref","first-page":"1301","DOI":"10.1108\/IJLM-07-2024-0413","article-title":"The Impact of E-Commerce Supply Chain Agility and Logistics Service Quality on Repurchase Intention in a Business-to-Consumer Context: Evidence from an Emerging Market","volume":"36","author":"Orel","year":"2025","journal-title":"Int. J. Logist. Manag."},{"key":"ref_27","first-page":"67","article-title":"A Systematic Literature Review on E-Commerce Logistics: Towards an e-Commerce and Omni-Channel Decision Framework","volume":"33","author":"Risberg","year":"2023","journal-title":"Int. Rev. Retail Distrib. Consum. Res."},{"key":"ref_28","first-page":"531","article-title":"Winning Customer Satisfaction toward Omnichannel Logistics Service Quality Based on an Integrated Importance-Performance Analysis and Three-Factor Theory: Insight from Thailand","volume":"28","author":"Sumrit","year":"2023","journal-title":"Asia Pac. Manag. Rev."},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"220","DOI":"10.1108\/JBIM-09-2020-0429","article-title":"Logistics as a Value in E-Commerce and Its Influence on Satisfaction in Industries: A Multilevel Analysis","volume":"36","author":"Kawa","year":"2021","journal-title":"J. Bus. Ind. Mark."},{"key":"ref_30","doi-asserted-by":"crossref","unstructured":"Cai, L., Liu, Y., Po-Lin, L., Zhu, X., Yuen, K.F., and Wang, X. (2024). Assessing Logistics Service Quality in Omni-Channel Retailing Through Integrated SERVQUAL and Kano Model. Systems, 12.","DOI":"10.3390\/systems12110466"},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"263","DOI":"10.1108\/IJPDLM-06-2016-0161","article-title":"Investigating Logistics Service Quality in Omni-Channel Retailing","volume":"47","author":"Murfield","year":"2017","journal-title":"Int. J. Phys. Distrib. Logist. Manag."},{"key":"ref_32","doi-asserted-by":"crossref","first-page":"813","DOI":"10.1080\/09537325.2020.1849610","article-title":"Satisfaction Is a Function of Users of Logistics Services in E-Commerce","volume":"33","author":"Kilibarda","year":"2021","journal-title":"Technol. Anal. Strateg. Manag."},{"key":"ref_33","doi-asserted-by":"crossref","first-page":"846","DOI":"10.1108\/IJLM-09-2020-0359","article-title":"A Critical Assessment of Co-Creating Self-Collection Services in Last-Mile Logistics","volume":"32","author":"Wang","year":"2021","journal-title":"Int. J. Logist. Manag."},{"key":"ref_34","doi-asserted-by":"crossref","unstructured":"Kramarz, M., and Kmiecik, M. (2024). The Role of the Logistics Operator in the Network Coordination of Omni-Channels. Appl. Sci., 14.","DOI":"10.3390\/app14125206"},{"key":"ref_35","doi-asserted-by":"crossref","first-page":"41","DOI":"10.1177\/002224298504900403","article-title":"A Conceptual Model of Service Quality and Its Implications for Future Research","volume":"49","author":"Parasuraman","year":"1985","journal-title":"J. Mark."},{"key":"ref_36","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1108\/EUM0000000004784","article-title":"A Service Quality Model and Its Marketing Implications","volume":"18","year":"1984","journal-title":"Eur. J. Mark."},{"key":"ref_37","doi-asserted-by":"crossref","first-page":"241","DOI":"10.1177\/109467050133005","article-title":"Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors","volume":"3","author":"Brady","year":"2001","journal-title":"J. Serv. Res."},{"key":"ref_38","doi-asserted-by":"crossref","first-page":"103165","DOI":"10.1016\/j.jretconser.2022.103165","article-title":"Effects of Logistics Service Quality and Price Fairness on Customer Repurchase Intention: The Moderating Role of Cross-Border e-Commerce Experiences","volume":"70","author":"Do","year":"2023","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_39","doi-asserted-by":"crossref","first-page":"102231","DOI":"10.1016\/j.jretconser.2020.102231","article-title":"Investigating Pharmaceutical Logistics Service Quality with Refined Kano\u2019s Model","volume":"57","author":"Chen","year":"2020","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_40","doi-asserted-by":"crossref","first-page":"1144","DOI":"10.1108\/01443570710830575","article-title":"Creating the Customer\u2014Responsive Supply Chain: A Reconciliation of Concepts","volume":"27","author":"Reichhart","year":"2007","journal-title":"Int. J. Oper. Prod. Manag."},{"key":"ref_41","doi-asserted-by":"crossref","first-page":"476","DOI":"10.1016\/j.jbusres.2021.12.079","article-title":"Does Delivery Service Differentiation Matter? Comparing Rural to Urban e-Consumer Satisfaction and Retention","volume":"142","author":"Vakulenko","year":"2022","journal-title":"J. Bus. Res."},{"key":"ref_42","doi-asserted-by":"crossref","first-page":"63","DOI":"10.1111\/j.1745-493X.2011.03228.x","article-title":"The Flexibility of Logistics Service Providers and Its Impact on Customer Loyalty: An Empirical Study","volume":"47","author":"Hartmann","year":"2011","journal-title":"J. Supply Chain Manag."},{"key":"ref_43","doi-asserted-by":"crossref","first-page":"2","DOI":"10.56578\/jgelcd010102","article-title":"Logistics Customer Service and Sustainability-Focused Freight Transport Practices of Enterprises: Joint Influence of Organizational Competencies and Competitiveness","volume":"1","author":"Thalassinos","year":"2022","journal-title":"J. Green Econ. Low-Carbon Dev."},{"key":"ref_44","doi-asserted-by":"crossref","first-page":"666","DOI":"10.1111\/jbl.12356","article-title":"You\u2019re Driving Me Crazy! How Emotions Elicited by Negative Driver Behaviors Impact Customer Outcomes in Last Mile Delivery","volume":"44","author":"Masorgo","year":"2023","journal-title":"J. Bus. Logist."},{"key":"ref_45","doi-asserted-by":"crossref","first-page":"14","DOI":"10.1186\/s41072-021-00095-1","article-title":"Assessment of Logistics Service Quality Dimensions: A Qualitative Approach","volume":"6","author":"Arabelen","year":"2021","journal-title":"J. Shipp. Trade"},{"key":"ref_46","doi-asserted-by":"crossref","first-page":"118","DOI":"10.1016\/j.ijpe.2019.03.011","article-title":"Investigating the Influential Factors of Return Channel Loyalty in Omni-Channel Retailing","volume":"216","author":"Xu","year":"2019","journal-title":"Int. J. Prod. Econ."},{"key":"ref_47","doi-asserted-by":"crossref","first-page":"1200","DOI":"10.1108\/APJML-08-2017-0169","article-title":"Revealing the Impact of Operational Logistics Service Quality on Omni-Channel Capability","volume":"30","author":"Sorkun","year":"2018","journal-title":"Asia Pac. J. Mark. Logist."},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"629","DOI":"10.1108\/IJRDM-07-2019-0235","article-title":"Omni-Channel Capability and Customer Satisfaction: Mediating Roles of Flexibility and Operational Logistics Service Quality","volume":"48","author":"Sorkun","year":"2020","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"ref_49","doi-asserted-by":"crossref","first-page":"680","DOI":"10.1108\/IJLM-09-2015-0172","article-title":"Assessment of Logistics Service Quality Using the Kano Model in a Logistics-Triadic Relationship","volume":"28","author":"Sohn","year":"2017","journal-title":"Int. J. Logist. Manag."},{"key":"ref_50","doi-asserted-by":"crossref","first-page":"109","DOI":"10.1016\/0092-6566(85)90023-6","article-title":"The General Causality Orientations Scale: Self-Determination in Personality","volume":"19","author":"Deci","year":"1985","journal-title":"J. Res. Personal."},{"key":"ref_51","doi-asserted-by":"crossref","first-page":"453","DOI":"10.1016\/0022-1031(86)90045-4","article-title":"Prediction of Goal-Directed Behavior: Attitudes, Intentions, and Perceived Behavioral Control","volume":"22","author":"Ajzen","year":"1986","journal-title":"J. Exp. Soc. Psychol."},{"key":"ref_52","doi-asserted-by":"crossref","first-page":"2605","DOI":"10.1108\/BIJ-10-2020-0547","article-title":"Omni-Channel Retailing in Supply Chains: A Systematic Literature Review","volume":"28","author":"Raza","year":"2021","journal-title":"Benchmarking Int. J."},{"key":"ref_53","doi-asserted-by":"crossref","first-page":"255","DOI":"10.1007\/s40685-016-0034-7","article-title":"Distribution Systems in Omni-Channel Retailing","volume":"9","author":"Holzapfel","year":"2016","journal-title":"Bus. Res."},{"key":"ref_54","doi-asserted-by":"crossref","first-page":"103784","DOI":"10.1016\/j.jretconser.2024.103784","article-title":"A System Dynamics Model for Optimum Time, Profitability, and Customer Satisfaction in Omni-Channel Retailing","volume":"78","author":"Taheri","year":"2024","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_55","doi-asserted-by":"crossref","first-page":"108108","DOI":"10.1016\/j.cie.2022.108108","article-title":"Omnichannel Fulfillment and Item-Level RFID Tracking in Fashion Retailing","volume":"168","author":"Ovezmyradov","year":"2022","journal-title":"Comput. Ind. Eng."},{"key":"ref_56","doi-asserted-by":"crossref","first-page":"100482","DOI":"10.1016\/j.joitmc.2025.100482","article-title":"The Influence of Cost on Customer Satisfaction in E-Commerce Logistics: Mediating Roles of Service Quality, Technology Usage, Transportation Time, and Production Condition","volume":"11","author":"Asawawibul","year":"2025","journal-title":"J. Open Innov. Technol. Mark. Complex."},{"key":"ref_57","unstructured":"Short, J., Williams, E., and Christie, B. (1976). The Social Psychology of Telecommunications, Wiley."},{"key":"ref_58","doi-asserted-by":"crossref","first-page":"43","DOI":"10.1016\/j.intcom.2006.07.010","article-title":"The Role of Social Presence in Establishing Loyalty in E-Service Environments","volume":"19","author":"Cyr","year":"2007","journal-title":"Interact. Comput."},{"key":"ref_59","doi-asserted-by":"crossref","first-page":"102670","DOI":"10.1016\/j.jretconser.2021.102670","article-title":"The Role of Human Interaction in Complaint Handling","volume":"62","author":"Jeanpert","year":"2021","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_60","doi-asserted-by":"crossref","first-page":"147","DOI":"10.1111\/ijcs.12617","article-title":"Consumer Decision-Making in Omnichannel Retailing: Literature Review and Future Research Agenda","volume":"45","author":"Mishra","year":"2021","journal-title":"Int. J. Consum. Stud."},{"key":"ref_61","doi-asserted-by":"crossref","first-page":"1056","DOI":"10.1111\/bjop.12583","article-title":"Understanding Trait Impressions from Faces","volume":"113","author":"Sutherland","year":"2022","journal-title":"Br. J. Psychol."},{"key":"ref_62","doi-asserted-by":"crossref","first-page":"101317","DOI":"10.1016\/j.elerap.2023.101317","article-title":"Concrete or Abstract: How Chatbot Response Styles Influence Customer Satisfaction","volume":"62","author":"Zhu","year":"2023","journal-title":"Electron. Commer. Res. Appl."},{"key":"ref_63","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1108\/IJPDLM-04-2022-0123","article-title":"A Configurational Approach to Last Mile Logistics Practices and Omni-Channel Firm Characteristics for Competitive Advantage: A Fuzzy-Set Qualitative Comparative Analysis","volume":"53","author":"Risberg","year":"2023","journal-title":"Int. J. Phys. Distrib. Logist. Manag."},{"key":"ref_64","first-page":"31","article-title":"The Influence of E-Shopping Experience Factors on e-Consumer Satisfaction: Managing Online Stores","volume":"20","author":"Ferreira","year":"2024","journal-title":"Retail Mark. Rev."},{"key":"ref_65","doi-asserted-by":"crossref","unstructured":"Hoyos-Vallejo, C.A., Carri\u00f3n-B\u00f3squez, N., and Cardona-Prada, J. (2023). Consumer Perceptions of Online Food Delivery Services: Examining the Impact of Food Biosafety Measures and Brand Image. Glob. Bus. Rev., 09721509231215739.","DOI":"10.1177\/09721509231215739"},{"key":"ref_66","doi-asserted-by":"crossref","first-page":"442","DOI":"10.1080\/13675567.2021.1961214","article-title":"Online Retailer Cold Chain Physical Distribution Service Quality and Consumers: Evidence from China during the COVID-19 Pandemic","volume":"26","author":"Su","year":"2023","journal-title":"Int. J. Logist. Res. Appl."},{"key":"ref_67","doi-asserted-by":"crossref","unstructured":"Savastano, M., Anagnoste, S., Biclesanu, I., and Amendola, C. (TQM J., 2024). The Impact of E-Commerce Platforms\u2019 Quality on Customer Satisfaction and Repurchase Intention in Post COVID-19 Settings, TQM J., ahead-of-print.","DOI":"10.1108\/TQM-04-2024-0143"},{"key":"ref_68","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1504\/IJSTL.2024.137584","article-title":"Service Quality, Relationship Quality, e-Service Quality, and Customer Loyalty in the Container Shipping Service Context: A Moderated Mediation Model","volume":"18","author":"Liao","year":"2024","journal-title":"Int. J. Shipp. Transp. Logist."},{"key":"ref_69","doi-asserted-by":"crossref","first-page":"288","DOI":"10.1111\/jbl.12092","article-title":"A Note on the Use of Survey Research Firms to Enable Empirical Data Collection","volume":"36","author":"Schoenherr","year":"2015","journal-title":"J. Bus. Logist."},{"key":"ref_70","unstructured":"Kline, R.B. (2023). Principles and Practice of Structural Equation Modeling, Guilford. [5th ed.]."},{"key":"ref_71","doi-asserted-by":"crossref","first-page":"103696","DOI":"10.1016\/j.jretconser.2023.103696","article-title":"From a Functional Service to an Emotional \u2018Saviour\u2019: A Structural Analysis of Logistics Values for in-Home Consumers","volume":"78","author":"Li","year":"2024","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_72","doi-asserted-by":"crossref","first-page":"2682","DOI":"10.1108\/APJML-08-2022-0731","article-title":"A Literature Review on the Impact of the COVID-19 Pandemic on Consumer Behaviour: Implications for Consumer-Centric Logistics","volume":"35","author":"Cai","year":"2023","journal-title":"Asia Pac. J. Mark. Logist."},{"key":"ref_73","doi-asserted-by":"crossref","first-page":"503","DOI":"10.1080\/01411920902989227","article-title":"Digital Natives: Where Is the Evidence?","volume":"36","author":"Helsper","year":"2010","journal-title":"Br. Educ. Res. J."},{"key":"ref_74","first-page":"124","article-title":"Comparison between the Old and New Generations of New Towns in China (Case Study: Shanghai Metropolitan Area)","volume":"17","author":"Arbab","year":"2021","journal-title":"Q. J. Dev. Strategy (RAHBORD-E-TOSEEH)"},{"key":"ref_75","first-page":"9","article-title":"Developing a Logistics Service Quality Scale","volume":"20","author":"Mentzer","year":"1999","journal-title":"J. Bus. Logist."},{"key":"ref_76","doi-asserted-by":"crossref","first-page":"1133","DOI":"10.1108\/IJRDM-01-2020-0013","article-title":"A Further Approach in Omnichannel LSQ, Satisfaction and Customer Loyalty","volume":"49","author":"Cotarelo","year":"2021","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"ref_77","doi-asserted-by":"crossref","first-page":"1075","DOI":"10.1080\/02642069.2022.2104257","article-title":"Service Failure and Self-Recovery in Tech-Based Services: Self-Determination Theory Perspective","volume":"42","author":"Chiu","year":"2022","journal-title":"Serv. Ind. J."},{"key":"ref_78","doi-asserted-by":"crossref","first-page":"441","DOI":"10.1002\/jcpy.1329","article-title":"Coping with Loneliness through Consumption","volume":"33","author":"Shrum","year":"2023","journal-title":"J. Consum. Psychol."}],"container-title":["Journal of Theoretical and Applied Electronic Commerce Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/0718-1876\/20\/4\/299\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,11,4]],"date-time":"2025-11-04T05:44:33Z","timestamp":1762235073000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/0718-1876\/20\/4\/299"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,11,2]]},"references-count":78,"journal-issue":{"issue":"4","published-online":{"date-parts":[[2025,12]]}},"alternative-id":["jtaer20040299"],"URL":"https:\/\/doi.org\/10.3390\/jtaer20040299","relation":{},"ISSN":["0718-1876"],"issn-type":[{"value":"0718-1876","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,11,2]]}}}