Skip to main content

Lund University Publications

LUND UNIVERSITY LIBRARIES

Customer expectations of unattended grocery delivery services: mapping forms and determinants

Olsson, John LU ; Osman, Mary Catherine LU ; Hellström, Daniel LU and Vakulenko, Yulia LU (2022) In International Journal of Retail & Distribution Management 50(13). p.1-16
Abstract
Purpose
In the rapidly growing e-grocery segment, unattended delivery is an emerging practice with the potential to offer a superior delivery experience. The purpose of this study is to contribute to the body of knowledge for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations.

Design/methodology/approach
A multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services. Empirical data collected from direct observations and semi-structured interviews with ten Swedish households were coded and put through a single-case as well as a cross-case analysis revealing emerging... (More)
Purpose
In the rapidly growing e-grocery segment, unattended delivery is an emerging practice with the potential to offer a superior delivery experience. The purpose of this study is to contribute to the body of knowledge for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations.

Design/methodology/approach
A multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services. Empirical data collected from direct observations and semi-structured interviews with ten Swedish households were coded and put through a single-case as well as a cross-case analysis revealing emerging patterns from which propositions were formed.

Findings
The iteration of theory and data in the case study resulted in a conceptual model of service expectations and determinants, containing six propositions. The study reveals a clear pattern that consumers expect to save time, gain flexibility and benefit from the ease of use of the service, while they predict sufficient security. Moreover, consumers’ desire open access features from retailers and service providers, integrated product returns service and nondescript hardware designs. The findings suggest that these service expectations are determined by personal needs, technology literacy and situational factors. The identified personal needs are stress reduction, limiting social interaction and increasing spare time.

Research limitations/implications
To support further theory development, this study presents six propositions for the types, forms and determinants of customer expectations of unattended grocery delivery.

Practical implications
This study provides managers with up-to-date insights into customer expectations and offers guidance in designing and developing unattended grocery delivery services.

Originality/value
This study contains the first in-depth analysis of customer expectations of unattended grocery delivery services, which are increasingly used for last mile e-grocery delivery. (Less)
Please use this url to cite or link to this publication:
author
; ; and
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
Customer expectations, Unattended delivery, Last mile, Grocery, Retail, Service
in
International Journal of Retail & Distribution Management
volume
50
issue
13
pages
1 - 16
publisher
Emerald Group Publishing Limited
external identifiers
  • scopus:85113907866
ISSN
0959-0552
DOI
10.1108/IJRDM-07-2020-0273
project
Customer Expectations of Unattended Home Delivery Service in Grocery Retail
Retail Logistics 2.0 - Platform for knowledge triangle
language
English
LU publication?
yes
id
9634a13d-9800-4a69-9f96-cf1f7aee430f
date added to LUP
2021-08-27 09:39:19
date last changed
2023-08-29 23:39:20
@article{9634a13d-9800-4a69-9f96-cf1f7aee430f,
  abstract     = {{Purpose<br/>In the rapidly growing e-grocery segment, unattended delivery is an emerging practice with the potential to offer a superior delivery experience. The purpose of this study is to contribute to the body of knowledge for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations.<br/><br/>Design/methodology/approach<br/>A multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services. Empirical data collected from direct observations and semi-structured interviews with ten Swedish households were coded and put through a single-case as well as a cross-case analysis revealing emerging patterns from which propositions were formed.<br/><br/>Findings<br/>The iteration of theory and data in the case study resulted in a conceptual model of service expectations and determinants, containing six propositions. The study reveals a clear pattern that consumers expect to save time, gain flexibility and benefit from the ease of use of the service, while they predict sufficient security. Moreover, consumers’ desire open access features from retailers and service providers, integrated product returns service and nondescript hardware designs. The findings suggest that these service expectations are determined by personal needs, technology literacy and situational factors. The identified personal needs are stress reduction, limiting social interaction and increasing spare time.<br/><br/>Research limitations/implications<br/>To support further theory development, this study presents six propositions for the types, forms and determinants of customer expectations of unattended grocery delivery.<br/><br/>Practical implications<br/>This study provides managers with up-to-date insights into customer expectations and offers guidance in designing and developing unattended grocery delivery services.<br/><br/>Originality/value<br/>This study contains the first in-depth analysis of customer expectations of unattended grocery delivery services, which are increasingly used for last mile e-grocery delivery.}},
  author       = {{Olsson, John and Osman, Mary Catherine and Hellström, Daniel and Vakulenko, Yulia}},
  issn         = {{0959-0552}},
  keywords     = {{Customer expectations; Unattended delivery; Last mile; Grocery; Retail; Service}},
  language     = {{eng}},
  number       = {{13}},
  pages        = {{1--16}},
  publisher    = {{Emerald Group Publishing Limited}},
  series       = {{International Journal of Retail & Distribution Management}},
  title        = {{Customer expectations of unattended grocery delivery services: mapping forms and determinants}},
  url          = {{http://dx.doi.org/10.1108/IJRDM-07-2020-0273}},
  doi          = {{10.1108/IJRDM-07-2020-0273}},
  volume       = {{50}},
  year         = {{2022}},
}