Yulia Vakulenko
Lecturer
Customer experience dimensions in last-mile delivery: an empirical study on unattended home delivery
Author
Summary, in English
Purpose
The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience dimensions in unattended home delivery.
Design/methodology/approach
Using an engaged scholarship approach, this field study investigated nine households that actively used an unattended delivery service for a period of six to nine months. Empirical data were collected primarily from in-depth interviews.
Findings
The study demonstrates that unattended delivery experience is a multidimensional construct that comprises consumers' cognitive, emotional, behavioral, sensorial, physical and social responses to the service. The empirical evidence provides rich descriptions of each customer experience dimension, and the research offers a framework and propositions on unattended delivery experience.
Practical implications
The results guide and support managers in assessing and developing delivery services using a consumer-centric approach to enhance customer experience.
Originality/value
This research is one of the first to address unattended delivery experience by providing a comprehensive, empirically grounded framework. The results provide a foundation for future investigations of last-mile delivery experience dimensions.
The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience dimensions in unattended home delivery.
Design/methodology/approach
Using an engaged scholarship approach, this field study investigated nine households that actively used an unattended delivery service for a period of six to nine months. Empirical data were collected primarily from in-depth interviews.
Findings
The study demonstrates that unattended delivery experience is a multidimensional construct that comprises consumers' cognitive, emotional, behavioral, sensorial, physical and social responses to the service. The empirical evidence provides rich descriptions of each customer experience dimension, and the research offers a framework and propositions on unattended delivery experience.
Practical implications
The results guide and support managers in assessing and developing delivery services using a consumer-centric approach to enhance customer experience.
Originality/value
This research is one of the first to address unattended delivery experience by providing a comprehensive, empirically grounded framework. The results provide a foundation for future investigations of last-mile delivery experience dimensions.
Department/s
- Packaging Logistics
Publishing year
2023
Language
English
Pages
184-205
Publication/Series
International Journal of Physical Distribution & Logistics Management
Volume
53
Issue
2
Document type
Journal article
Publisher
Emerald Group Publishing Limited
Topic
- Business Administration
Keywords
- Customer experience
- Last-mile
- Unattended delivery
- Service
- Retail
- Grocery
- Engaged Scholarship
Status
Published
Project
- Säkra och tillgängliga leveranser för äldre
ISBN/ISSN/Other
- ISSN: 0960-0035