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Beware of the customer: Managing customer deviance in last mile logistics

Author

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  • Mayr, Kathrin
  • Heininger, Richard
  • Teller, Christoph
  • Stary, Christian

Abstract

Negative customer deviance, such as verbal aggression, excessive demands, illegitimate complaints or non-compliance from recipients (those who receive goods from a delivery person), within last mile logistics (LML), is detrimental to LML providers and their employees. Such behaviours undermine pivotal logistic capabilities, making the supply chain inefficient, waste resources and disrupt logistics service delivery. Current research corroborates the importance of upholding logistics service quality standards to support the growing e-commerce market and meet increasing customer expectations in a competitive market landscape. However, it overlooks the correspondence between this and negatively behaving recipients and their impact on LML employees. Therefore, logistics processes overlook negative customer deviance and fail to mitigate its negative impact.

Suggested Citation

  • Mayr, Kathrin & Heininger, Richard & Teller, Christoph & Stary, Christian, 2025. "Beware of the customer: Managing customer deviance in last mile logistics," International Journal of Production Economics, Elsevier, vol. 289(C).
    • Handle: RePEc:eee:proeco:v:289:y:2025:i:c:s0925527325002816
    DOI: 10.1016/j.ijpe.2025.109796
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