Journal Articles
Permanent URI for this collectionhttp://10.0.100.92:4000/handle/123456789/21
Browse
2 results
Search Results
Item Online grocery services evolution and trends: a bibliometric approach(International Journal of Retail & Distribution Management, 2024-12-11) Khalek, Sk Abu; Samanta, Tamal; Behera, Chandan KumarPurpose Online grocery service (OGS) has significantly grown in recent years, particularly during the Covid-19 pandemic. This surge has attracted significant scholarly attention and resulted in many scientific articles in the last five years. Adopting a bibliometric review approach, this study attempts to comprehensively and systematically analyse the academic literature on OGS. Design/methodology/approach A Scopus search using pertinent keywords followed by PRISMA screening identified 384 relevant articles. Articles were analysed using VOSviewer and Biblioshiny, which employed citation and thematic analysis. Findings The study identifies the significantly impactful authors, articles, and journals. While the analysis reveals the evolution across four time-frames, it also highlights the clusters representing the literature strands. Six major themes are identified in the literature, and potential future research enquiries are suggested. Originality/value As the first study to include over 350 articles, it comprehensively represents the current state of the OGS literature, utilising performance and thematic analysis techniques. The article contributes significantly to the academic discourse surrounding OGS by synthesising and presenting diverse themes. Further, the future research questions provide a foundation for advancing the literature and guiding future scholarly work in the OGS domain.Item From expectations to frustrations”: Dissecting negative experiences to understand negative word-of-mouth in online grocery services(Journal of Retailing and Consumer Services, 2025-05) Khalek, Sk Abu; Dey, Debasmita; Chakraborty, Anirban; Samanta, TamalThis study investigates consumers’ grievances in online grocery service (OGS), a rapidly growing phenomenon. Employing netnography, organic negative reviews by consumers were collected from a third-party website. Topic modelling is employed to dissect those reviews to unveil dimensions of negative consumer experiences. Using SERVQUAL, this novel application of a well-established research approach offers a transparent, unbiased, and distinctive depiction of the phenomenon grounded in the expectation confirmation paradigm. The findings indicate that deficiencies in SERVQUAL dimensions drive negative consumer experiences. These insights offer practical implications for OGS providers to enhance service quality, mitigate negative word-of-mouth (NWoM), and improve consumer satisfaction.