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Service innovation in e-commerce last mile delivery : Mapping the e-customer journey

Vakulenko, Yulia LU ; Shams, Poja; Hellström, Daniel LU and Hjort, Klas LU (2019) In Journal of Business Research 101. p.461-461
Abstract

The remarkable growth of e-commerce has defined the recent years of various industries worldwide. Driven by consumers, the e-commerce surge (e-retail in particular) stems from the final leg of the supply chain: the last mile. As the growing flow of e-commerce orders continues to generate new records for annual revenues, key actors in the last mile face the challenges of increasing customer demands and transportation volumes. In response, e-retailers and logistics service providers seek innovative service solutions, often powered by technological advancements. This study consisted of focus group interviews and a usability test that incorporated an innovative technology in the delivery service. The study provides insights into how service... (More)

The remarkable growth of e-commerce has defined the recent years of various industries worldwide. Driven by consumers, the e-commerce surge (e-retail in particular) stems from the final leg of the supply chain: the last mile. As the growing flow of e-commerce orders continues to generate new records for annual revenues, key actors in the last mile face the challenges of increasing customer demands and transportation volumes. In response, e-retailers and logistics service providers seek innovative service solutions, often powered by technological advancements. This study consisted of focus group interviews and a usability test that incorporated an innovative technology in the delivery service. The study provides insights into how service innovation affects e-customer behavior and presents a basic map of the e-customer journey. The findings also provide a foundation for improving management of the customer experience and aiding managerial decision-making when designing new e-commerce last mile services.

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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
Customer experience, Customer journey, e-Commerce, e-Customer, Last mile delivery, Service innovation
in
Journal of Business Research
volume
101
pages
468 pages
publisher
Elsevier
external identifiers
  • scopus:85059896365
ISSN
0148-2963
DOI
10.1016/j.jbusres.2019.01.016
language
English
LU publication?
yes
id
f9ee41fb-047e-4eb7-aa09-002d47a9a35a
date added to LUP
2019-01-24 08:57:57
date last changed
2019-07-03 09:04:50
@article{f9ee41fb-047e-4eb7-aa09-002d47a9a35a,
  abstract     = {<p>The remarkable growth of e-commerce has defined the recent years of various industries worldwide. Driven by consumers, the e-commerce surge (e-retail in particular) stems from the final leg of the supply chain: the last mile. As the growing flow of e-commerce orders continues to generate new records for annual revenues, key actors in the last mile face the challenges of increasing customer demands and transportation volumes. In response, e-retailers and logistics service providers seek innovative service solutions, often powered by technological advancements. This study consisted of focus group interviews and a usability test that incorporated an innovative technology in the delivery service. The study provides insights into how service innovation affects e-customer behavior and presents a basic map of the e-customer journey. The findings also provide a foundation for improving management of the customer experience and aiding managerial decision-making when designing new e-commerce last mile services.</p>},
  author       = {Vakulenko, Yulia and Shams, Poja and Hellström, Daniel and Hjort, Klas},
  issn         = {0148-2963},
  keyword      = {Customer experience,Customer journey,e-Commerce,e-Customer,Last mile delivery,Service innovation},
  language     = {eng},
  month        = {01},
  pages        = {461--461},
  publisher    = {Elsevier},
  series       = {Journal of Business Research},
  title        = {Service innovation in e-commerce last mile delivery : Mapping the e-customer journey},
  url          = {http://dx.doi.org/10.1016/j.jbusres.2019.01.016},
  volume       = {101},
  year         = {2019},
}