Significant work in service domain has focused on customer journey within e-service delivery system process (e-SDSP). Few studies have focused on process-centric approach to customer journey during delivery of e-services. This study aims to investigate the performance assessment of three online retailers (alternatives) using perceived service process during different stages of e-SDSP as a criterion for decision-making. TOPSIS is used in this paper to rate and evaluate multiple online retailers. Based on perceived service process as the criterion, results show that online retailer-2 outperforms other two online retailers. This study is one of the first to rate online retailers by utilising customer-perceived service process (latent variables) as a decision-making criterion throughout e-SDSP. The finding suggests that perceived searching process is the most essential criterion for decision-making, followed by the perceived after-sales service process, the perceived agreement process, and the perceived fulfilment process. Implications, limitations, and future scope are also discussed.

Amazon is doing well, though a volatile political climate threatens small businesses’ growth.

The combination of discount pricing and consumer-initiated brand discovery is a powerful tool for millions of people to save money while providing product manufacturers and service providers with a unique channel to engage new customers.

The authors of Spirit Pass and Missing and Murdered Indigenous Women & Girls, a Native American series about MMIWG, have published their latest YA/teen book of poetry and prose.

The authors of the "Madness & Mayhem: Deadly Darkness in the Dry Tortugas" and "Dancing Without Music", a YA coming-of-age novel about mental illness, have released their latest mystery set in the north country.

The authors of the Echoes in the North Country Series and "Dancing Without Music", a YA coming-of-age novel about mental illness, have released their latest mystery set in the Dry Tortugas, off Key West.

Retailers restrict the ability of consumers to purchase armored products to protect themselves and those that they love. Many retailers believe that consumers do not want or need ballistic protection and therefore do not offer armored products.