IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i22p12725-d681395.html
   My bibliography  Save this article

Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data

Author

Listed:
  • Damianos P. Sakas

    (Department of Agribusiness and Supply Chain Management, School of Applied Economics and Social Sciences, Agricultural University of Athens, 118 55 Athina, Greece)

  • Ioannis Dimitrios G. Kamperos

    (Department of Agribusiness and Supply Chain Management, School of Applied Economics and Social Sciences, Agricultural University of Athens, 118 55 Athina, Greece)

  • Panagiotis Reklitis

    (Department of Agribusiness and Supply Chain Management, School of Applied Economics and Social Sciences, Agricultural University of Athens, 118 55 Athina, Greece)

Abstract

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.

Suggested Citation

  • Damianos P. Sakas & Ioannis Dimitrios G. Kamperos & Panagiotis Reklitis, 2021. "Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data," Sustainability, MDPI, vol. 13(22), pages 1-26, November.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:22:p:12725-:d:681395
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/22/12725/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/22/12725/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sheth, Jagdish, 2020. "Impact of Covid-19 on consumer behavior: Will the old habits return or die?," Journal of Business Research, Elsevier, vol. 117(C), pages 280-283.
    2. Teo, Thompson S.H. & Liu, Jing, 2007. "Consumer trust in e-commerce in the United States, Singapore and China," Omega, Elsevier, vol. 35(1), pages 22-38, February.
    3. Guthrie, Cameron & Fosso-Wamba, Samuel & Arnaud, Jean Brice, 2021. "Online consumer resilience during a pandemic: An exploratory study of e-commerce behavior before, during and after a COVID-19 lockdown," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    4. Volodymyr Babich & Simone Marinesi & Gerry Tsoukalas, 2021. "Does Crowdfunding Benefit Entrepreneurs and Venture Capital Investors?," Manufacturing & Service Operations Management, INFORMS, vol. 23(2), pages 508-524, March.
    5. Venkatesh Mani & Catarina Delgado & Benjamin T. Hazen & Purvishkumar Patel, 2017. "Mitigating Supply Chain Risk via Sustainability Using Big Data Analytics: Evidence from the Manufacturing Supply Chain," Sustainability, MDPI, vol. 9(4), pages 1-21, April.
    6. Sarmento, Maria & Marques, Susana & Galan - Ladero, Mercedes, 2019. "Consumption dynamics during recession and recovery: A learning journey," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 226-234.
    7. Michael R. Baye & Babur De los Santos & Matthijs R. Wildenbeest, 2016. "Search Engine Optimization: What Drives Organic Traffic to Retail Sites?," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 25(1), pages 6-31, March.
    8. Dong Li & Xiaojun Wang, 2017. "Dynamic supply chain decisions based on networked sensor data: an application in the chilled food retail chain," International Journal of Production Research, Taylor & Francis Journals, vol. 55(17), pages 5127-5141, September.
    9. William Ho & Tian Zheng & Hakan Yildiz & Srinivas Talluri, 2015. "Supply chain risk management: a literature review," International Journal of Production Research, Taylor & Francis Journals, vol. 53(16), pages 5031-5069, August.
    10. Goh, Mark & Lim, Joseph Y.S. & Meng, Fanwen, 2007. "A stochastic model for risk management in global supply chain networks," European Journal of Operational Research, Elsevier, vol. 182(1), pages 164-173, October.
    11. Gad Allon & Volodymyr Babich, 2020. "Crowdsourcing and Crowdfunding in the Manufacturing and Services Sectors," Manufacturing & Service Operations Management, INFORMS, vol. 22(1), pages 102-112, January.
    12. Tang, Ou & Nurmaya Musa, S., 2011. "Identifying risk issues and research advancements in supply chain risk management," International Journal of Production Economics, Elsevier, vol. 133(1), pages 25-34, September.
    13. Zaichkowsky, Judith Lynne, 1991. "Consumer behavior: Yesterday, today, and tomorrow," Business Horizons, Elsevier, vol. 34(3), pages 51-58.
    14. Michael Siegrist & Carmen Keller & Henk A. L. Kiers, 2005. "A New Look at the Psychometric Paradigm of Perception of Hazards," Risk Analysis, John Wiley & Sons, vol. 25(1), pages 211-222, February.
    15. Thun, Jörn-Henrik & Hoenig, Daniel, 2011. "An empirical analysis of supply chain risk management in the German automotive industry," International Journal of Production Economics, Elsevier, vol. 131(1), pages 242-249, May.
    16. Yan Shang & David Dunson & Jing-Sheng Song, 2017. "Exploiting Big Data in Logistics Risk Assessment via Bayesian Nonparametrics," Operations Research, INFORMS, vol. 65(6), pages 1574-1588, December.
    17. Damianos P. Sakas & Dimitrios P. Reklitis, 2021. "The Impact of Organic Traffic of Crowdsourcing Platforms on Airlines’ Website Traffic and User Engagement," Sustainability, MDPI, vol. 13(16), pages 1-22, August.
    18. Tang, Christopher S., 2006. "Perspectives in supply chain risk management," International Journal of Production Economics, Elsevier, vol. 103(2), pages 451-488, October.
    19. Damianos P. Sakas & Nikolaos Th. Giannakopoulos, 2021. "Harvesting Crowdsourcing Platforms’ Traffic in Favour of Air Forwarders’ Brand Name and Sustainability," Sustainability, MDPI, vol. 13(15), pages 1-25, July.
    20. Euripidis Loukis & Yannis Charalabidis, 2015. "Active and Passive Crowdsourcing in Government," Public Administration and Information Technology, in: Marijn Janssen & Maria A. Wimmer & Ameneh Deljoo (ed.), Policy Practice and Digital Science, edition 127, chapter 12, pages 261-289, Springer.
    21. Sirgy, M Joseph, 1982. "Self-Concept in Consumer Behavior: A Critical Review," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(3), pages 287-300, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Damianos P. Sakas & Ioannis Dimitrios G. Kamperos & Dimitrios P. Reklitis & Nikolaos T. Giannakopoulos & Dimitrios K. Nasiopoulos & Marina C. Terzi & Nikos Kanellos, 2022. "The Effectiveness of Centralized Payment Network Advertisements on Digital Branding during the COVID-19 Crisis," Sustainability, MDPI, vol. 14(6), pages 1-23, March.
    2. Christopher M. Durugbo & Zainab Al-Balushi, 2023. "Supply chain management in times of crisis: a systematic review," Management Review Quarterly, Springer, vol. 73(3), pages 1179-1235, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Seyyed Mohammad Seyyed Alizadeh Ganji & Mohammad Hayati, 2016. "Identifying and Assessing the Risks in the Supply Chain," Modern Applied Science, Canadian Center of Science and Education, vol. 10(6), pages 1-74, June.
    2. Rika Ampuh Hadiguna, 2012. "Decision support framework for risk assessment of sustainable supply chain," International Journal of Logistics Economics and Globalisation, Inderscience Enterprises Ltd, vol. 4(1/2), pages 35-54.
    3. Hatem Elleuch & Wafik Hachicha & Habib Chabchoub, 2014. "A combined approach for supply chain risk management: description and application to a real hospital pharmaceutical case study," Journal of Risk Research, Taylor & Francis Journals, vol. 17(5), pages 641-663, May.
    4. Damianos P. Sakas & Ioannis Dimitrios G. Kamperos & Dimitrios P. Reklitis & Nikolaos T. Giannakopoulos & Dimitrios K. Nasiopoulos & Marina C. Terzi & Nikos Kanellos, 2022. "The Effectiveness of Centralized Payment Network Advertisements on Digital Branding during the COVID-19 Crisis," Sustainability, MDPI, vol. 14(6), pages 1-23, March.
    5. Neungho Han & Juneho Um, 2024. "Risk management strategy for supply chain sustainability and resilience capability," Risk Management, Palgrave Macmillan, vol. 26(2), pages 1-26, May.
    6. Simonetto, Marco & Sgarbossa, Fabio & Battini, Daria & Govindan, Kannan, 2022. "Closed loop supply chains 4.0: From risks to benefits through advanced technologies. A literature review and research agenda," International Journal of Production Economics, Elsevier, vol. 253(C).
    7. K. Katsaliaki & P. Galetsi & S. Kumar, 2022. "Supply chain disruptions and resilience: a major review and future research agenda," Annals of Operations Research, Springer, vol. 319(1), pages 965-1002, December.
    8. Jajja, Muhammad Shakeel Sadiq & Chatha, Kamran Ali & Farooq, Sami, 2018. "Impact of supply chain risk on agility performance: Mediating role of supply chain integration," International Journal of Production Economics, Elsevier, vol. 205(C), pages 118-138.
    9. Dimitrios K. Nasiopoulos & Dimitrios A. Arvanitidis & Dimitrios M. Mastrakoulis & Nikos Kanellos & Thomas Fotiadis & Dimitrios E. Koulouriotis, 2023. "Exploring the Role of Online Courses in COVID-19 Crisis Management in the Supply Chain Sector—Forecasting Using Fuzzy Cognitive Map (FCM) Models," Forecasting, MDPI, vol. 5(4), pages 1-23, November.
    10. Laurent Lim, Lâm & Alpan, Gülgün & Penz, Bernard, 2014. "Reconciling sales and operations management with distant suppliers in the automotive industry: A simulation approach," International Journal of Production Economics, Elsevier, vol. 151(C), pages 20-36.
    11. Qazi, Abroon & Dickson, Alex & Quigley, John & Gaudenzi, Barbara, 2018. "Supply chain risk network management: A Bayesian belief network and expected utility based approach for managing supply chain risks," International Journal of Production Economics, Elsevier, vol. 196(C), pages 24-42.
    12. Yingjie Fan & Frank Schwartz & Stefan Voß & David L. Woodruff, 2017. "Stochastic programming for flexible global supply chain planning," Flexible Services and Manufacturing Journal, Springer, vol. 29(3), pages 601-633, December.
    13. Ali, Syed Mithun & Rahman, Md. Hafizur & Tumpa, Tasmia Jannat & Moghul Rifat, Abid Ali & Paul, Sanjoy Kumar, 2018. "Examining price and service competition among retailers in a supply chain under potential demand disruption," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 40-47.
    14. Kauppi, Katri & Longoni, Annachiara & Caniato, Federico & Kuula, Markku, 2016. "Managing country disruption risks and improving operational performance: risk management along integrated supply chains," International Journal of Production Economics, Elsevier, vol. 182(C), pages 484-495.
    15. Snoeck, André & Udenio, Maximiliano & Fransoo, Jan C., 2019. "A stochastic program to evaluate disruption mitigation investments in the supply chain," European Journal of Operational Research, Elsevier, vol. 274(2), pages 516-530.
    16. Heckmann, Iris & Comes, Tina & Nickel, Stefan, 2015. "A critical review on supply chain risk – Definition, measure and modeling," Omega, Elsevier, vol. 52(C), pages 119-132.
    17. Sreedevi, R. & Saranga, Haritha, 2017. "Uncertainty and supply chain risk: The moderating role of supply chain flexibility in risk mitigation," International Journal of Production Economics, Elsevier, vol. 193(C), pages 332-342.
    18. Pythagoras N. Petratos & Alessio Faccia, 2023. "Fake news, misinformation, disinformation and supply chain risks and disruptions: risk management and resilience using blockchain," Annals of Operations Research, Springer, vol. 327(2), pages 735-762, August.
    19. Tianjian Yang & Weiguo Fan, 2016. "Information management strategies and supply chain performance under demand disruptions," International Journal of Production Research, Taylor & Francis Journals, vol. 54(1), pages 8-27, January.
    20. Diedrich, Katharina, 2017. "Framework for digitalized proactive supply chain risk management," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Kersten, Wolfgang & Blecker, Thorsten & Ringle, Christian M. (ed.), Digitalization in Supply Chain Management and Logistics: Smart and Digital Solutions for an Industry 4.0 Environment. Proceedings of the Hamburg Inter, volume 23, pages 381-403, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:22:p:12725-:d:681395. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.