Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Service innovation in e-commerce last mile delivery: Mapping the e-customer journey
Lund University.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0001-9751-6000
Lund University.
Lund University.
2019 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 101, p. 461-468Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Elsevier, 2019. Vol. 101, p. 461-468
Keywords [en]
Customer experience, Customer journey, e-Commerce, e-Customer, Last mile delivery, Service innovation
National Category
Economics and Business
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-71271DOI: 10.1016/j.jbusres.2019.01.016ISI: 000473379000041Scopus ID: 2-s2.0-85059896365OAI: oai:DiVA.org:kau-71271DiVA, id: diva2:1290788
Available from: 2019-02-21 Created: 2019-02-21 Last updated: 2019-08-06Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Authority records BETA

Shams, Poja

Search in DiVA

By author/editor
Shams, Poja
By organisation
Service Research Center (from 2013)Karlstad Business School (from 2013)
In the same journal
Journal of Business Research
Economics and Business

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 28 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf