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Managing Customer Expectations in Fast Commerce: Steering Speed, Service, and Satisfaction
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Author(s): Deepali Nilesh Pulekar (Balaji Institute of Management and Human Resources Development, Sri Balaji University, Pune, India), Pritesh Pradeep Somani (Balaji Institute of International Business, Sri Balaji University, Pune, India), Vishwanathan Hariharan Iyer (Balaji Institute of International Business, Sri Balaji University, Pune, India), Prachi Wani (Balaji Institute of Management and Human Resources Development, Sri Balaji University, Pune, India)and Chinmoy Goswami (Balaji Institute of Technology and Management, Sri Balaji University, Pune, India)
Copyright: 2026
Pages: 36
Source title:
Methods and Applications of Quick Commerce (Q-Commerce)
Source Author(s)/Editor(s): Moez Ltifi (Shaqra University, Saudi Arabia & Sfax University, Tunisia)
DOI: 10.4018/979-8-3373-1712-0.ch006
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Abstract
Meeting customer expectations in rapid commerce is critical in satisfying and retaining customers in a competitive online marketplace. Studies indicate that 70% of online shopper's prioritize speed of delivery in making a purchasing decision, so companies need to optimize services to address evolving customer demands. The dynamics of speed, service, and customer satisfaction have emerged as a success-determining element in the fast-paced digital retail environment. One of the biggest battles in expectation handling is identifying the diverse needs of different customer bases, setting realistic delivery horizons, and maintaining consistency across multiple channels of communication. Companies, however, end up disappointing such expectations short of over-promising, leading to dissatisfaction and decreased loyalty. To counter such dangers, companies have to spend on good communication and proactive consumer interaction to build strong, long-lasting relationships. Aside from these, the imperative to tap into technology is a deciding factor in the optimal operation
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