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Klas Hjorth.

Klas Hjort

Senior lecturer

Klas Hjorth.

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

Author

  • Yulia Vakulenko
  • Daniel Hellström
  • Klas Hjort

Summary, in English

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.

Department/s

  • Packaging Logistics

Publishing year

2018-07

Language

English

Pages

421-427

Publication/Series

Journal of Business Research

Volume

88

Document type

Journal article

Publisher

Elsevier

Topic

  • Business Administration

Keywords

  • Customer value
  • E-commerce
  • Focus groups
  • Last mile delivery
  • Parcel locker
  • Self-service technology

Status

Published

Project

  • Customer Values in Parcel Lockers

ISBN/ISSN/Other

  • ISSN: 0148-2963