Customers’ intention to adopt smart lockers in last-mile delivery service: A multi-theory perspective

Tsai, Yao-Te; Tiwasing, Praewwanit

doi:10.1016/j.jretconser.2021.102514

Cited by 76 publications

(44 citation statements)

References 29 publications

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“…Similarly, time-based parcel deliveries (Goebel et al, 2012) and time windows, common in urban freight transport contexts (Akyol and de Koster, 2018), have been shown to matter in last-mile delivery (Nguyen et al, 2019). In that sense, parcel lockers are seen as more convenient (Tsai and Tiwasing, 2021) than traditional parcel services, but airborne drones could offer similar, possibly even more convenient, time-based delivery services and hence warrant investigation. In addition to attributes related to economic sustainability (i.e.…”

Section: Literature Review and Development Of Research Questionsmentioning

confidence: 99%

Consumer preferences for innovative and traditional last-mile parcel delivery

Merkert

Bliemer

Fayyaz

2022

IJPDLM

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PurposeThe purpose of this research is to reveal consumer preferences towards innovative last-mile parcel delivery and more specifically unmanned aerial delivery drones, in comparison to traditional postal delivery (postie) and the recent rise of parcel lockers in Australia. The authors investigate competitive priorities and willingness to pay for key attributes of parcel delivery (mode, speed, method and time window), the role of contextual moderators such as parcel value and security and opportunities for logistics service providers in the growing e-commerce market.Design/methodology/approachA survey involving stated choice experiments has been conducted among 709 respondents in urban Australia. The authors estimated panel error component logit models, derived consumer priorities and deployed 576 Monte Carlo simulations to forecast potential delivery mode market shares.FindingsThe study results suggest that people prefer postie over drone delivery, all else equal, but that drone deliveries become competitive with large market shares if they live up to the premise that they can deliver faster and cheaper. Both drone and postie become less attractive relative to parcel lockers when there is no safe place to leave a parcel at a residence, highlighting the importance of situational context and infrastructure at the receiving end of last-mile delivery. The authors identified opportunities for chargeable add-on services, such as signature for postie and 2-h parcel deliveries for drones.Originality/valueThe authors offer timely and novel insights into consumers preferences towards aerial drone parcel deliveries compared to postie and lockers. Going beyond the extant engineering/operations research literature, the authors provide a starting point and add new dimensions/moderators for last-mile parcel delivery choice analysis and empirical evidence of market potential and competitive attributes of innovative versus traditional parcel delivery alternatives.

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Section: Literature Review and Development Of Research Questionsmentioning

confidence: 99%

Consumer preferences for innovative and traditional last-mile parcel delivery

Merkert

Bliemer

Fayyaz

2022

IJPDLM

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“…Self-service, and self-collection in particular, is not a new topic in the e-commerce or logistics literature. The self-collection service has been examined under different terms, including unmanned collection and delivery point [24,35,36], unattended pickup facility [37], automated parcel locker/station [38,39] and smart locker [6,7]. Although the specific terms may vary, they all refer to the same service that requires shoppers to visit collection facilities, retrieve parcels from lockers and carry the parcels home (or to the next destination) thereafter.…”

Section: Research Context: Self-collection Servicementioning

confidence: 99%

“…The pilot works were extended by recent studies incorporating various theories to explain consumers' acceptance/resistance towards self-collection services. These include insights from theory of planned behaviour [7,40], resource matching [6,7], perceived value and transactional cost [6,26], service convenience [41,42], and technology anxiety and readiness [42]. As such, a multi-theory perspective of shoppers' usage of self-collection services has been gradually established.…”

Section: Research Context: Self-collection Servicementioning

confidence: 99%

“…Due to pandemic-induced health concerns, shoppers have learned to minimise social contact by adopting various contactless shopping/delivery technologies to fulfil their consumption needs [3]. These technologies may include the following: virtual voice assistants or chatbots that guide shoppers' information search before shopping [4,5]; e-commerce or mobile-commerce platforms along with self-checkout portals for purchasing and, more pertinent to the current study, unmanned self-collection facilities for parcel deliveries after shopping [6,7]. As acutely observed by some researchers, the pandemic has catalysed a global trend of digitalisation at an unprecedented rate, leading to a shift from a high-touch to a high-tech orientation in the service industry [8,9].…”

Section: Introductionmentioning

confidence: 99%

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Does COVID-19 Promote Self-Service Usage among Modern Shoppers? An Exploration of Pandemic-Driven Behavioural Changes in Self-Collection Users

Wang

Wong

Yuen

2021

IJERPH

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Due to health concerns related to COVID-19, shoppers have learned to minimise social contact by adopting various contactless self-service technologies to fulfil their consumption needs. This study explores shoppers’ behavioural changes in relation to self-service, using the special research context of e-commerce self-collection services. By synthesising insights from the health psychology literature, this study proposes an affective-cognitive-social perspective to explain the pandemic-driven behavioural changes of self-collection users. The survey instrument is used for online data collection (n = 500), and a combined (descriptive and quantitative) method is adopted for data analysis. Our results suggest that, although with a relatively weak predictive power, the affective and cognitive appraisals of health risks lead to the reinforced usage of self-collection service. This also applies to the factors of action/coping planning and subjective norm. This study theoretically contributes to the self-service literature and creates managerial implications for retailers and logistics operators.

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“…Are there any benefits for the final recipients who should reach the smart locker instead of having their parcels delivered to home? The benefits of smart lockers are already well recognized and identified in the literature [33,34]. Smart lockers provide flexibility to the recipient, security-ensuring that nothing gets lost or stolen-while they provide contactless deliveries, an issue that received increased attention in the years of COVID-19.…”

Section: Description Of the Experimentsmentioning

confidence: 99%

Assessing the Impacts of Crowdshipping Using Public Transport: A Case Study in a Middle-Sized Greek City

Karakikes

Nathanail

2022

Future Transportation

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Crowdsourced deliveries or crowdshipping is identified in recent literature as an emerging urban freight transport solution, aiming at reducing delivery costs, congestion, and environmental impacts. By leveraging the pervasive use of mobile technology, crowdshipping is an emerging solution of the sharing economy in the transport domain, as parcels are delivered by commuters rather than corporations. The objective of this research is to evaluate the impacts of crowdshipping through alternative scenarios that consider various levels of demand and adoption by public transport users who act as crowdshippers, based on a case study example in the city of Volos, Greece. This is achieved through the establishment of a tailored evaluation framework and a city-scale urban freight traffic microsimulation model. Results show that crowdshipping has the potential to mitigate last-mile delivery impacts and effectively contribute to improving the system’s performance.

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Customers’ intention to adopt smart lockers in last-mile delivery service: A multi-theory perspective

Cited by 76 publications

References 29 publications

Consumer preferences for innovative and traditional last-mile parcel delivery

Consumer preferences for innovative and traditional last-mile parcel delivery

Does COVID-19 Promote Self-Service Usage among Modern Shoppers? An Exploration of Pandemic-Driven Behavioural Changes in Self-Collection Users

Assessing the Impacts of Crowdshipping Using Public Transport: A Case Study in a Middle-Sized Greek City

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