Customer experience dimensions in last-mile delivery: an empirical study on unattended home delivery
(2023) In International Journal of Physical Distribution & Logistics Management 53(2). p.184-205- Abstract
- Purpose
The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience dimensions in unattended home delivery.
Design/methodology/approach
Using an engaged scholarship approach, this field study investigated nine households that actively used an unattended delivery service for a period of six to nine months. Empirical data were collected primarily from in-depth interviews.
Findings
The study demonstrates that unattended delivery experience is a multidimensional construct that comprises consumers' cognitive, emotional,... (More) - Purpose
The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience dimensions in unattended home delivery.
Design/methodology/approach
Using an engaged scholarship approach, this field study investigated nine households that actively used an unattended delivery service for a period of six to nine months. Empirical data were collected primarily from in-depth interviews.
Findings
The study demonstrates that unattended delivery experience is a multidimensional construct that comprises consumers' cognitive, emotional, behavioral, sensorial, physical and social responses to the service. The empirical evidence provides rich descriptions of each customer experience dimension, and the research offers a framework and propositions on unattended delivery experience.
Practical implications
The results guide and support managers in assessing and developing delivery services using a consumer-centric approach to enhance customer experience.
Originality/value
This research is one of the first to address unattended delivery experience by providing a comprehensive, empirically grounded framework. The results provide a foundation for future investigations of last-mile delivery experience dimensions. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/4fa86bc5-74ba-41a1-ae5b-aad9a96b717d
- author
- Olsson, John LU ; Hellström, Daniel LU and Vakulenko, Yulia LU
- organization
- publishing date
- 2023
- type
- Contribution to journal
- publication status
- published
- subject
- keywords
- Customer experience, Last-mile, Unattended delivery, Service, Retail, Grocery, Engaged Scholarship
- in
- International Journal of Physical Distribution & Logistics Management
- volume
- 53
- issue
- 2
- pages
- 22 pages
- publisher
- Emerald Group Publishing Limited
- external identifiers
-
- scopus:85139033673
- ISSN
- 0960-0035
- DOI
- 10.1108/IJPDLM-12-2021-0517
- project
- Säkra och tillgängliga leveranser för äldre
- language
- English
- LU publication?
- yes
- id
- 4fa86bc5-74ba-41a1-ae5b-aad9a96b717d
- date added to LUP
- 2022-09-27 09:38:37
- date last changed
- 2023-04-05 22:10:44
@article{4fa86bc5-74ba-41a1-ae5b-aad9a96b717d,
abstract = {{<b>Purpose</b><br/>The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience dimensions in unattended home delivery.<br/><br/><b>Design/methodology/approach</b><br/>Using an engaged scholarship approach, this field study investigated nine households that actively used an unattended delivery service for a period of six to nine months. Empirical data were collected primarily from in-depth interviews.<br/><br/><b>Findings</b><br/>The study demonstrates that unattended delivery experience is a multidimensional construct that comprises consumers' cognitive, emotional, behavioral, sensorial, physical and social responses to the service. The empirical evidence provides rich descriptions of each customer experience dimension, and the research offers a framework and propositions on unattended delivery experience.<br/><br/><b>Practical implications</b><br/>The results guide and support managers in assessing and developing delivery services using a consumer-centric approach to enhance customer experience.<br/><br/><b>Originality/value</b><br/>This research is one of the first to address unattended delivery experience by providing a comprehensive, empirically grounded framework. The results provide a foundation for future investigations of last-mile delivery experience dimensions.}},
author = {{Olsson, John and Hellström, Daniel and Vakulenko, Yulia}},
issn = {{0960-0035}},
keywords = {{Customer experience; Last-mile; Unattended delivery; Service; Retail; Grocery; Engaged Scholarship}},
language = {{eng}},
number = {{2}},
pages = {{184--205}},
publisher = {{Emerald Group Publishing Limited}},
series = {{International Journal of Physical Distribution & Logistics Management}},
title = {{Customer experience dimensions in last-mile delivery: an empirical study on unattended home delivery}},
url = {{http://dx.doi.org/10.1108/IJPDLM-12-2021-0517}},
doi = {{10.1108/IJPDLM-12-2021-0517}},
volume = {{53}},
year = {{2023}},
}