| Article ID: | iaor20052415 |
| Country: | United Kingdom |
| Volume: | 16 |
| Issue: | 2 |
| Start Page Number: | 31 |
| End Page Number: | 38 |
| Publication Date: | Jun 2005 |
| Journal: | Business Strategy Review |
| Authors: | Boyer Kenneth K., Hult G. Tomas M. |
| Keywords: | e-commerce, retailing |
Most retailers have moved relentlessly towards the low price, low customer contact, big box experience over the past three decades. But, as the authors show, good service is coming back into style. Reinventing home shopping, as part of a new forward supply chain mindset, could make the retail shopping experience more enjoyable and more convenient. Customers will value it – and pay for it.