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

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 regard...

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Autores principales:	Damianos P. Sakas, Ioannis Dimitrios G. Kamperos, Panagiotis Reklitis
Formato:	article
Lenguaje:	EN
Publicado:	MDPI AG 2021
Materias:	crowdsourcing web analytics fuzzy cognitive mapping risk perception risk management customer behavior Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350
Acceso en línea:	https://doaj.org/article/edf7010aefe645eab2916c8dd40ad587
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spelling	oai:doaj.org-article:edf7010aefe645eab2916c8dd40ad5872021-11-25T19:03:54ZEstimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data10.3390/su1322127252071-1050https://doaj.org/article/edf7010aefe645eab2916c8dd40ad5872021-11-01T00:00:00Zhttps://www.mdpi.com/2071-1050/13/22/12725https://doaj.org/toc/2071-1050The 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.Damianos P. SakasIoannis Dimitrios G. KamperosPanagiotis ReklitisMDPI AGarticlecrowdsourcingweb analyticsfuzzy cognitive mappingrisk perceptionrisk managementcustomer behaviorEnvironmental effects of industries and plantsTD194-195Renewable energy sourcesTJ807-830Environmental sciencesGE1-350ENSustainability, Vol 13, Iss 12725, p 12725 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	crowdsourcing web analytics fuzzy cognitive mapping risk perception risk management customer behavior Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350
spellingShingle	crowdsourcing web analytics fuzzy cognitive mapping risk perception risk management customer behavior Environmental effects of industries and plants TD194-195 Renewable energy sources TJ807-830 Environmental sciences GE1-350 Damianos P. Sakas Ioannis Dimitrios G. Kamperos Panagiotis Reklitis Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data
description	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.
format	article
author	Damianos P. Sakas Ioannis Dimitrios G. Kamperos Panagiotis Reklitis
author_facet	Damianos P. Sakas Ioannis Dimitrios G. Kamperos Panagiotis Reklitis
author_sort	Damianos P. Sakas
title	Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data
title_short	Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data
title_full	Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data
title_fullStr	Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data
title_full_unstemmed	Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data
title_sort	estimating risk perception effects on courier companies’ online customer behavior during a crisis, using crowdsourced data
publisher	MDPI AG
publishDate	2021
url	https://doaj.org/article/edf7010aefe645eab2916c8dd40ad587
work_keys_str_mv	AT damianospsakas estimatingriskperceptioneffectsoncouriercompaniesonlinecustomerbehaviorduringacrisisusingcrowdsourceddata AT ioannisdimitriosgkamperos estimatingriskperceptioneffectsoncouriercompaniesonlinecustomerbehaviorduringacrisisusingcrowdsourceddata AT panagiotisreklitis estimatingriskperceptioneffectsoncouriercompaniesonlinecustomerbehaviorduringacrisisusingcrowdsourceddata
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Estimating Risk Perception Effects on Courier Companies’ Online Customer Behavior during a Crisis, Using Crowdsourced Data

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