What's in the parcel locker? Exploring customer value in e-commerce last mile delivery
(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.
(Less)
- author
- Vakulenko, Yulia LU ; Hellström, Daniel LU and Hjort, Klas LU
- organization
- publishing date
- 2018-07
- 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
- project
- Customer Values in Parcel Lockers
- language
- English
- LU publication?
- yes
- id
- b235cfa4-fd84-4e88-b2dc-b6c7f3dc16f2
- date added to LUP
- 2018-01-02 11:52:34
- date last changed
- 2022-04-25 04:29:44
@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}},
keywords = {{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}},
doi = {{10.1016/j.jbusres.2017.11.033}},
volume = {{88}},
year = {{2018}},
}