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Title:
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DEVELOPMENT OF E-COMMERCE IN TIMES
OF THE CORONA CRISIS |
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Author(s):
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Darius Zumstein, Carmen Oswald and Claudia Brauer |
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ISBN:
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978-989-8704-38-2 |
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Editors:
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Piet Kommers, Inmaculada Arnedillo Sánchez and Pedro Isaías |
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Year:
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2022 |
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Edition:
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Single |
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Keywords:
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E-commerce, Digital Commerce, e-Commerce Trends, Onlines Sales, Coronavirus Crisis, Digital Sales, Digital Services |
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First Page:
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115 |
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Last Page:
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122 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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In 2020 and 2021, the coronavirus crises lead to an extraordinary e-commerce growth. Based on an empirical study among
365 online retailers in Switzerland and Austria, the e-commerce developments during the corona crises were investigated.
Nine out of ten online retailers demonstrate a sustainable e-commerce growth, and more than half have gained many new
customers. In addition, many existing customers buy more frequently from online retailers, and/or buy larger quantities. In
2020, most online shops had a strong order increase in product groups like garden, do-it-yourself, toys, furniture, sports
equipment, and food (more than 20% per year). Due to the e-commerce growth, online retailers are faced with different
challenges in procurement, management, customer service, distribution, and IT. Moreover, new sales channels like
messenger and social commerce arise and classical formats are adapted. Therefore, omni-channel retailers test showrooms,
click and collect, experiential, self-service, or pop-up stores. Finally, this contribution provides strategic and operational
implications for online shop operators. |
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