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Service innovation in e-commerce last mile delivery: Mapping the e-customer journey

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Cited by:

  1. Milioti, Christina & Pramatari, Katerina & Kelepouri, Ioanna, 2020. "Modelling consumers’ acceptance for the click and collect service," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
  2. Alaa Eddine El Moussaoui & Brahim Benbba & Anicia Jaegler & Taoufiq El Moussaoui & Zineb El Andaloussi & Loqman Chakir, 2023. "Consumer Perceptions of Online Shopping and Willingness to Use Pick-Up Points: A Case Study of Morocco," Sustainability, MDPI, vol. 15(9), pages 1-19, April.
  3. Fatemeh Mohammad Ebrahimzadeh Sepasgozar & Usef Ramzani & Sabbar Ebrahimzadeh & Sharifeh Sargolzae & Samad Sepasgozar, 2020. "Technology Acceptance in e-Governance: A Case of a Finance Organization," JRFM, MDPI, vol. 13(7), pages 1-17, June.
  4. Prakash Singh & Lokesh Arora & Abdulaziz Choudhry, 2022. "Consumer Behavior in the Service Industry: An Integrative Literature Review and Research Agenda," Sustainability, MDPI, vol. 15(1), pages 1-30, December.
  5. Linda D. Hollebeek & V. Kumar & Rajendra K. Srivastava & Moira K. Clark, 2023. "Moving the stakeholder journey forward," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 23-49, January.
  6. Verhulst, Nanouk & Vermeir, Iris & Slabbinck, Hendrik & Larivière, Bart & Mauri, Maurizio & Russo, Vincenzo, 2020. "A neurophysiological exploration of the dynamic nature of emotions during the customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  7. Elia, Stefano & Giuffrida, Maria & Mariani, Marcello M. & Bresciani, Stefano, 2021. "Resources and digital export: An RBV perspective on the role of digital technologies and capabilities in cross-border e-commerce," Journal of Business Research, Elsevier, vol. 132(C), pages 158-169.
  8. Riharsono Prastyantoro & Heru Purboyo Hidayat Putro & Gatot Yudoko & Puspita Dirgahayani, 2022. "E-Commerce Parcel Distribution in Urban Areas with Sustainable Performance Indicators," Sustainability, MDPI, vol. 14(23), pages 1-23, December.
  9. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.
  10. Rafael Villa & Marta Serrano & Tomás García & Gema González, 2023. "To Green or Not to Green: The E-Commerce-Delivery Question," Sustainability, MDPI, vol. 15(16), pages 1-21, August.
  11. Angelos Pantouvakis & Anastasia Gerou, 2022. "The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability," Sustainability, MDPI, vol. 14(15), pages 1-16, August.
  12. Eliza Nichifor & Radu Constantin Lixăndroiu & Silvia Sumedrea & Ioana Bianca Chițu & Gabriel Brătucu, 2021. "How Can SMEs Become More Sustainable? Modelling the M-Commerce Consumer Behaviour with Contingent Free Shipping and Customer Journey’s Touchpoints Optimisation," Sustainability, MDPI, vol. 13(12), pages 1-27, June.
  13. Matthew D. Vollrath & Salvador G. Villegas, 2022. "Avoiding digital marketing analytics myopia: revisiting the customer decision journey as a strategic marketing framework," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(2), pages 106-113, June.
  14. Dariusz Masłowski & Ewa Kulińska & Gennadij Komada, 2022. "Impact of Alternative Forms of Transport on Urban Freight Congestion," Sustainability, MDPI, vol. 14(17), pages 1-21, September.
  15. Vyt, Dany & Jara, Magali & Mevel, Olivier & Morvan, Thierry & Morvan, Nélida, 2022. "The impact of convenience in a click and collect retail setting: A consumer-based approach," International Journal of Production Economics, Elsevier, vol. 248(C).
  16. Seghezzi, Arianna & Siragusa, Chiara & Tumino, Angela & Mangiaracina, Riccardo, 2021. "Investigating the return cost for B2C e-commerce," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Jahn, Carlos & Kersten, Wolfgang & Ringle, Christian M. (ed.), Adapting to the Future: Maritime and City Logistics in the Context of Digitalization and Sustainability. Proceedings of the Hamburg International Conf, volume 32, pages 169-192, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
  17. Hagen, Tobias & Scheel-Kopeinig, Sabine, 2020. "Would customers be willing to use an alternative (chargeable) delivery concept for the last mile?," Working Paper Series 17, Frankfurt University of Applied Sciences, Faculty of Business and Law.
  18. Ronan de Kervenoael & Alexandre Schwob & Careen Chandra, 2020. "E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise," Post-Print hal-02780647, HAL.
  19. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
  20. Dian Palupi Restuputri & Ayun Fridawati & Ilyas Masudin, 2022. "Customer Perception on Last-Mile Delivery Services Using Kansei Engineering and Conjoint Analysis: A Case Study of Indonesian Logistics Providers," Logistics, MDPI, vol. 6(2), pages 1-16, April.
  21. Swapan Kumar Saha & Guijun Zhuang & Sihan Li, 2020. "Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh," Sustainability, MDPI, vol. 12(3), pages 1-22, February.
  22. Tolstoy, Daniel & Nordman, Emilia Rovira & Hånell, Sara Melén & Özbek, Nurgül, 2021. "The development of international e-commerce in retail SMEs: An effectuation perspective," Journal of World Business, Elsevier, vol. 56(3).
  23. Buldeo Rai, Heleen & Verlinde, Sara & Macharis, Cathy, 2021. "Unlocking the failed delivery problem? Opportunities and challenges for smart locks from a consumer perspective," Research in Transportation Economics, Elsevier, vol. 87(C).
  24. M. Suguna & Bhavin Shah & S. Karthik Raj & M. Suresh, 2022. "A study on the influential factors of the last mile delivery projects during Covid-19 era," Operations Management Research, Springer, vol. 15(1), pages 399-412, June.
  25. Xiang Yin & Zhiyi Meng & Xin Yi & Yong Wang & Xia Hua, 2021. "Are “Internet+” tactics the key to poverty alleviation in China’s rural ethnic minority areas? Empirical evidence from Sichuan Province," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 7(1), pages 1-19, December.
  26. Fernanda Alves de Araújo & João Gilberto Mendes dos Reis & Marcia Terra da Silva & Emel Aktas, 2022. "A Fuzzy Analytic Hierarchy Process Model to Evaluate Logistics Service Expectations and Delivery Methods in Last-Mile Delivery in Brazil," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
  27. Vijoleta Vrhovac & Stana Vasić & Stevan Milisavljević & Branislav Dudić & Peter Štarchoň & Marina Žižakov, 2023. "Measuring E-Commerce User Experience in the Last-Mile Delivery," Mathematics, MDPI, vol. 11(6), pages 1-21, March.
  28. Magdalena Mucowska, 2021. "Trends of Environmentally Sustainable Solutions of Urban Last-Mile Deliveries on the E-Commerce Market—A Literature Review," Sustainability, MDPI, vol. 13(11), pages 1-26, May.
  29. Verheyen, Wouter & Kołacz, Marta K., 2022. "Enhancing safety in B2C delivery chains," Transport Policy, Elsevier, vol. 117(C), pages 12-22.
  30. Malacina, Iryna & Teplov, Roman, 2022. "Supply chain innovation research: A bibliometric network analysis and literature review," International Journal of Production Economics, Elsevier, vol. 251(C).
  31. Hokey Min, 2021. "Exploring Omni-Channels for Customer-Centric e-Tailing," Logistics, MDPI, vol. 5(2), pages 1-10, May.
  32. de Kervenoael, Ronan & Schwob, Alexandre & Chandra, Careen, 2020. "E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
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