Working Paper 99-06 The Retail Food Industry Center University of Minnesota Printed Copy $22.50 Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing Gregory R. Heim & Kingshuk K. Sinha Gregory R. Heim Phone: (612) 626-9761 Fax: (612) 624-8804 E-mail: gheim@csom.umn.edu Kingshuk K. Sinha Phone: (612) 624-7058 Fax: (612) 624-8804 E-mail: ksinha@csom.umn.edu Operations and Management Science Department Carlson School of Management, University of Minnesota 321 19th Avenue South Minneapolis, MN 55455 August 1999 Gregory Heim is a doctoral candidate and Kingshuk Sinha, the corresponding author, is an associate professor in the Operations and Management Science Department. The study was supported by a grant from the Alfred P. Sloan Foundation by way of The Retail Food Industry Center, University of Minnesota, 317 Classroom Office Building, 1994 Buford Avenue, St. Paul, Minnesota 55108-6040, USA. The work also was supported by a Grant-in-Aid of Research from the University of Minnesota. An earlier version of the paper was presented at a workshop on the Information Technology/Operations Interface at the University of Florida at Gainesville (February 25-27, 1999) and has benefited from the comments of the workshop participants. The authors acknowledge Chuck Anderson, Joy M. Field, James A. Fitzsimmons, Michael J. Houston, Akshay R. Rao, David L. Reinders, Roger G. Schroeder, and Paul Wolfson for their assistance, comments on earlier versions of the paper, or both. Advancing Knowledge About Processing, Distribution, Sales, and Food Service