Klas Hjort
Universitetslektor
What's in the parcel locker? Exploring customer value in e-commerce last mile delivery
Författare
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.
Avdelning/ar
- Förpackningslogistik
Publiceringsår
2018-07
Språk
Engelska
Sidor
421-427
Publikation/Tidskrift/Serie
Journal of Business Research
Volym
88
Dokumenttyp
Artikel i tidskrift
Förlag
Elsevier
Ämne
- Business Administration
Nyckelord
- Customer value
- E-commerce
- Focus groups
- Last mile delivery
- Parcel locker
- Self-service technology
Status
Published
Projekt
- Customer Values in Parcel Lockers
ISBN/ISSN/Övrigt
- ISSN: 0148-2963