Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data
| Autor: | Damianos P. Sakas, Ioannis Dimitrios G. Kamperos, Panagiotis Reklitis |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
Supply chain risk management
fuzzy cognitive mapping media_common.quotation_subject Geography Planning and Development TJ807-830 Management Monitoring Policy and Law TD194-195 Crowdsourcing risk management Renewable energy sources risk perception Business sector GE1-350 Marketing web analytics Risk management media_common Service (business) Environmental effects of industries and plants Renewable Energy Sustainability and the Environment business.industry Environmental sciences Risk perception customer behavior crowdsourcing Performance indicator business Reputation |
| Zdroj: | Sustainability Volume 13 Issue 22 Sustainability, Vol 13, Iss 12725, p 12725 (2021) |
| ISSN: | 2071-1050 |
| DOI: | 10.3390/su132212725 |
| Popis: | The ongoing COVID-19 pandemic has proven to be a real challenge for courier companies on a global scale and has affected customer behavior worldwide. This paper attempts to propound a new methodology in order to predict the effect of courier companies’ e-commerce on customers’ risk perception regarding their online behavior after the outbreak, and the final effect of their behavior on the global ranking of the company’s website, utilizing passive crowdsourcing data from five world-leading courier companies as representative examples of their respective business sectors. The results will allow supply chain risk management (SCRM) managers to make effective strategic decisions regarding the efficient allocation of resources to mitigate the corporate risk to their organization during a novel crisis. In our paper, we monitored five key performance indicators (KPIs) over a 24-month period (March 2019–February 2021) as the first of a suggested three-level analysis process using statistical analysis and fuzzy cognitive mapping techniques. We propose that courier service companies should manage the risk of a potential novel crisis by improving the reputation and brand name of the company, since customers tend to trust an established brand. |
| Databáze: | OpenAIRE |
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