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What's in the parcel locker? Exploring customer value in e-commerce last mile delivery

Vakulenko, Yulia LU ; Hellström, Daniel LU and Hjort, Klas LU (2018) In Journal of Business Research 88. p.421-427
Abstract

This study explores customer value in relation to parcel lockers, a self-service tool that reshapes the delivery and returns experience in the context of e-commerce last mile delivery. Parcel lockers offer a response to retail and last mile delivery challenges provoked by the rapid growth of e-commerce worldwide. Retailers, logistics service providers, communities, and other stakeholders now face issues due to increased volumes of goods sold online. The introduction of parcel lockers to service algorithms is intended to address these issues by involving consumers in the service process. However, the existing research fails to provide knowledge about the customer's view on this new technological solution. This study followed a focus... (More)

This study explores customer value in relation to parcel lockers, a self-service tool that reshapes the delivery and returns experience in the context of e-commerce last mile delivery. Parcel lockers offer a response to retail and last mile delivery challenges provoked by the rapid growth of e-commerce worldwide. Retailers, logistics service providers, communities, and other stakeholders now face issues due to increased volumes of goods sold online. The introduction of parcel lockers to service algorithms is intended to address these issues by involving consumers in the service process. However, the existing research fails to provide knowledge about the customer's view on this new technological solution. This study followed a focus group design and built on grounded theory to provide insights into customer value in relation to parcel lockers. These insights can contribute to both research and practice.

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Please use this url to cite or link to this publication:
author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
Customer value, E-commerce, Focus groups, Last mile delivery, Parcel locker, Self-service technology
in
Journal of Business Research
volume
88
pages
421 - 427
publisher
Elsevier
external identifiers
  • scopus:85036533718
ISSN
0148-2963
DOI
10.1016/j.jbusres.2017.11.033
language
English
LU publication?
yes
id
b235cfa4-fd84-4e88-b2dc-b6c7f3dc16f2
date added to LUP
2018-01-02 11:52:34
date last changed
2018-07-15 04:46:34
@article{b235cfa4-fd84-4e88-b2dc-b6c7f3dc16f2,
  abstract     = {<p>This study explores customer value in relation to parcel lockers, a self-service tool that reshapes the delivery and returns experience in the context of e-commerce last mile delivery. Parcel lockers offer a response to retail and last mile delivery challenges provoked by the rapid growth of e-commerce worldwide. Retailers, logistics service providers, communities, and other stakeholders now face issues due to increased volumes of goods sold online. The introduction of parcel lockers to service algorithms is intended to address these issues by involving consumers in the service process. However, the existing research fails to provide knowledge about the customer's view on this new technological solution. This study followed a focus group design and built on grounded theory to provide insights into customer value in relation to parcel lockers. These insights can contribute to both research and practice.</p>},
  author       = {Vakulenko, Yulia and Hellström, Daniel and Hjort, Klas},
  issn         = {0148-2963},
  keyword      = {Customer value,E-commerce,Focus groups,Last mile delivery,Parcel locker,Self-service technology},
  language     = {eng},
  pages        = {421--427},
  publisher    = {Elsevier},
  series       = {Journal of Business Research},
  title        = {What's in the parcel locker? Exploring customer value in e-commerce last mile delivery},
  url          = {http://dx.doi.org/10.1016/j.jbusres.2017.11.033},
  volume       = {88},
  year         = {2018},
}