Service innovation in e-commerce last mile delivery : Mapping the e-customer journey
(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
- Vakulenko, Yulia LU ; Shams, Poja ; Hellström, Daniel LU and Hjort, Klas LU
- organization
- publishing date
- 2019-01-15
- 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
- 2022-04-25 20:22:56
@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}},
keywords = {{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}},
doi = {{10.1016/j.jbusres.2019.01.016}},
volume = {{101}},
year = {{2019}},
}