Journal
JOURNAL OF BUSINESS RESEARCH
Volume 101, Issue -, Pages 461-468Publisher
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jbusres.2019.01.016
Keywords
e-Commerce; Last mile delivery; Service innovation; e-Customer; Customer journey; Customer experience
Categories
Funding
- VINNOVA, Sweden's Innovation Agency [2015-03563]
- Vinnova [2015-03563] Funding Source: Vinnova
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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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