Klas Hjort
Universitetslektor
Service innovation in e-commerce last mile delivery : Mapping the e-customer journey
Författare
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.
Avdelning/ar
- Förpackningslogistik
Publiceringsår
2019-01-15
Språk
Engelska
Sidor
461-461
Publikation/Tidskrift/Serie
Journal of Business Research
Volym
101
Dokumenttyp
Artikel i tidskrift
Förlag
Elsevier
Ämne
- Business Administration
- Engineering and Technology
Nyckelord
- Customer experience
- Customer journey
- e-Commerce
- e-Customer
- Last mile delivery
- Service innovation
Status
Published
ISBN/ISSN/Övrigt
- ISSN: 0148-2963