PurposeIn the rapidly growing e-grocery segment, unattended delivery is an emerging practice with the potential to offer a superior delivery experience. The purpose of this study is to contribute to the body of knowledge for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations.Design/methodology/approachA multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services. Empirical data collected from direct observations and semi-structured interviews with ten Swedish households were coded and put through a single-case as well as a cross-case analysis revealing emerging patterns from which propositions were formed.FindingsThe iteration of theory and data in the case study resulted in a conceptual model of service expectations and determinants, containing six propositions. The study reveals a clear pattern that consumers expect to save time, gain flexibility and benefit from the ease of use of the service, while they predict sufficient security. Moreover, consumers’ desire open access features from retailers and service providers, integrated product returns service and nondescript hardware designs. The findings suggest that these service expectations are determined by personal needs, technology literacy and situational factors. The identified personal needs are stress reduction, limiting social interaction and increasing spare time.Research limitations/implicationsTo support further theory development, this study presents six propositions for the types, forms and determinants of customer expectations of unattended grocery delivery.Practical implicationsThis study provides managers with up-to-date insights into customer expectations and offers guidance in designing and developing unattended grocery delivery services.Originality/valueThis study contains the first in-depth analysis of customer expectations of unattended grocery delivery services, which are increasingly used for last mile e-grocery delivery.
Logistics networks need to conform to arising market trends and public requirements for greening freight transport through a series of Green Logistics Practices (GLPs). This study sets out to explore the use of fossil-free fuels as a GLP and possible influence on business strategy and system design. A literature review was conducted which concluded that literature about the use of fossil-free fuels is limited. An explorative interview study was conducted to further explore the use of biomethane among actors in logistics networks. Customers increasingly request green freight transport typically accepting moderately higher prices for green transport. Development of green logistics services is predominately driven by corporate stakeholders and internal initiatives, while public regulation appeared to have a weak influence. The study revealed new insights into how GLPs can relate to each other.
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