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The last mile of e-commerce – unattended delivery from the consumers and eTailers' perspectives

Author

Listed:
  • Mark Xu
  • Brett Ferrand
  • Martyn Roberts

Abstract

Many products ordered online need to be physically delivered to the consumers. The home delivery logistics in e-commerce, as it is so-called 'the last mile' of online shopping, has been one of the key factors leading to failures of pioneering dot coms, and is becoming a great challenge facing many eTailers. The convenience and time saving benefits of online shopping may not be realised due to the inefficiency or failure of the last mile delivery. This paper examines consumers' experience with the current delivery services, and the perceptions of unattended delivery from both consumers and eTailers' perspectives. It found that UK e-shoppers do not perceive unattended delivery as favourably as reported elsewhere in Europe, but have a great desire for picking up from local collection points. Differences exist on future delivery preferences between eTailers and consumers. The results have many implications for eTailers to develop their home delivery logistics strategy.

Suggested Citation

  • Mark Xu & Brett Ferrand & Martyn Roberts, 2008. "The last mile of e-commerce – unattended delivery from the consumers and eTailers' perspectives," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 2(1), pages 20-38.
    • Handle: RePEc:ids:ijemre:v:2:y:2008:i:1:p:20-38
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    Citations

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    Cited by:

    1. Chen, Ching-Fu & White, Christopher & Hsieh, Yi-En, 2020. "The role of consumer participation readiness in automated parcel station usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    2. Christian Otter & Christian Watzl & Daniel Schwarz & Pamela Priess, 2017. "Towards sustainable logistics: study of alternative delivery facets," Post-Print hal-01861042, HAL.
    3. Florio, Alexandre M. & Feillet, Dominique & Hartl, Richard F., 2018. "The delivery problem: Optimizing hit rates in e-commerce deliveries," Transportation Research Part B: Methodological, Elsevier, vol. 117(PA), pages 455-472.
    4. Christian Otter & Christian Watzl & Daniel Schwarz & Pamela Priess, 2017. "Towards sustainable logistics: study of alternative delivery facets," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 4(4), pages 460-476, June.
    5. Janjevic, Milena & Winkenbach, Matthias, 2020. "Characterizing urban last-mile distribution strategies in mature and emerging e-commerce markets," Transportation Research Part A: Policy and Practice, Elsevier, vol. 133(C), pages 164-196.

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