PMID- 35942338
OWN - NLM
STAT- Publisher
LR  - 20240216
IS  - 1099-0836 (Electronic)
IS  - 0964-4733 (Print)
IS  - 0964-4733 (Linking)
DP  - 2022 Jun 24
TI  - Benchmarking sustainable E-commerce enterprises based on evolving customer 
      expectations amidst COVID-19 pandemic.
LID - 10.1002/bse.3172 [doi]
AB  - The 2019 coronavirus disease (COVID-19) pandemic has seriously impacted the 
      performance of all types of businesses. It has given a tremendous structural 
      boost to e-commerce enterprises by forcing customers to online shopping over 
      visiting physical stores. Moreover, customer expectations of the digital and 
      operational capabilities of e-commerce firms are also increasing globally. Thus, 
      it has become crucial for an e-commerce enterprise to reassess and realign its 
      business practices to meet evolving customer needs and remain sustainable. This 
      paper presents a comprehensive performance evaluation framework for e-commerce 
      enterprises based on evolving customer expectations due to the COVID-19 pandemic. 
      The framework comprises seven primary criteria, which are further divided into 25 
      sub-criteria, including two sustainability factors, namely, environmental 
      sustainability and carbon emissions. The evaluation approach is then practically 
      demonstrated by analyzing the case of three Indian e-commerce firms. The results 
      are obtained using a multi-criteria decision-making (MCDM) method, namely, Fuzzy 
      VIKOR, to capture the fuzziness of the inherent decision-making problem. Further, 
      numerical analysis is conducted to evaluate and rank various e-commerce 
      enterprises based on customer expectations and satisfaction benchmarks. The 
      findings explain the most important criteria and sub-criteria for e-commerce 
      businesses to ensure customer expectations along with their economic and 
      environmental sustainability.
CI  - (c) 2022 The Authors. Business Strategy and The Environment published by ERP 
      Environment and John Wiley & Sons Ltd.
FAU - Pratap, Saurabh
AU  - Pratap S
AUID- ORCID: 0000-0002-2579-7859
AD  - Department of Mechanical Engineering Indian Institute of Technology (BHU) 
      Varanasi Uttar Pradesh India.
FAU - Jauhar, Sunil Kumar
AU  - Jauhar SK
AD  - Operations Management & Decision sciences Indian Institute of Management Kashipur 
      Uttarakhand India.
FAU - Daultani, Yash
AU  - Daultani Y
AUID- ORCID: 0000-0003-2739-5607
AD  - Operations Management Group Indian Institute of Management Lucknow Uttar Pradesh 
      India.
FAU - Paul, Sanjoy Kumar
AU  - Paul SK
AUID- ORCID: 0000-0001-9523-179X
AD  - UTS Business School University of Technology Sydney Sydney Australia.
LA  - eng
PT  - Journal Article
DEP - 20220624
PL  - United States
TA  - Bus Strategy Environ
JT  - Business strategy and the environment
JID - 101729164
PMC - PMC9349908
OTO - NOTNLM
OT  - COVID-19 pandemic
OT  - customer expectations
OT  - e-commerce enterprises
OT  - fuzzy VIKOR
OT  - sustainability
COIS- The authors confirm that there is no potential conflict of interest.
EDAT- 2022/08/10 06:00
MHDA- 2022/08/10 06:00
PMCR- 2022/06/24
CRDT- 2022/08/09 02:09
PHST- 2021/10/03 00:00 [received]
PHST- 2022/05/07 00:00 [revised]
PHST- 2022/05/24 00:00 [accepted]
PHST- 2022/08/09 02:09 [entrez]
PHST- 2022/08/10 06:00 [pubmed]
PHST- 2022/08/10 06:00 [medline]
PHST- 2022/06/24 00:00 [pmc-release]
AID - BSE3172 [pii]
AID - 10.1002/bse.3172 [doi]
PST - aheadofprint
SO  - Bus Strategy Environ. 2022 Jun 24:10.1002/bse.3172. doi: 10.1002/bse.3172.