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

Summary, in English

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.

• Author: Yulia Vakulenko; Poja Shams; Daniel Hellström; Klas Hjort
• Department/s: Packaging Logistics
• Publishing year: 2019-01-15
• Language: English
• Pages: 461-461
• Publication/Series: Journal of Business Research
• Volume: 101
• Links: http://dx.doi.org/10.1016/j.jbusres.2019.01.016
• Document type: Journal article
• Publisher: Elsevier
• Topic: Business Administration; Engineering and Technology
• Keywords: Customer experience; Customer journey; e-Commerce; e-Customer; Last mile delivery; Service innovation
• Status: Published
• ISBN/ISSN/Other: ISSN: 0148-2963