Service innovation in e-commerce last mile delivery: Mapping the e-customer journey
Abstrak
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.
Topik & Kata Kunci
Penulis (4)
Y. Vakulenko
Poja Shams
D. Hellström
K. Hjort
Akses Cepat
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- 2019
- Bahasa
- en
- Total Sitasi
- 209×
- Sumber Database
- Semantic Scholar
- DOI
- 10.1016/J.JBUSRES.2019.01.016
- Akses
- Open Access ✓