An introduction to Digital Economy, Part 1

Reading!

Answer key to the case study

Digital 2020 Global Digital Overview

Movie!

Answer key to the case study

Amazon PrimeAir

Reading!

Answer key to the case study

Read the article published in the Journal of Business Research by Vakulenko and colleagues that talks about e consumer journey, the experience of the online consumer, and the innovation of parcel lockers in the last mile of the consumer journey.

Vakulenko, Y., Shams, P., Hellstrom, D. and Hjort, K. (2019). Service innovation in e-commerce last mile delivery: Mapping the e-customer journey. Journal of Business Research. Volume 101, August 2019, Pages 461-468

Quiz! - Digital Economy - Chapter 1 - Part 1.1

1. ________ is influenced by the service encounters (touchpoints) that together form the complex customer journey.

	Customer experience
	Parcel Lockers
	Purchase stage
	Technology

2. Driven by consumers, the e-commerce surge stems from the final leg of the supply chain: the ________ where the order placement and the service encounter occur.

	Consumer journey
	Service touchpoint
	Last-mile
	Key variable

3. _______ in the e-customer journey increases customer expectations.

	Service innovation
	Consumer innovation
	Touchpoint innovation
	Holistic consumer

Your score is 0 / 0