Last-mile delivery is the quintessential example of a logistics sector that is ripe for innovation, owing to a powerful confluence in the advancement of technologies and consumption models. Compared to the conventional delivery mode, the delivery robot offers countless advantages, including maintaining social distancing, improving health safety, protecting the environment, and reducing shipping costs and delivery times. Considering the high investments associated with developing and introducing delivery robots, a better understanding is needed of the consumers’ perceptions and willingness to guide practitioners on whether it is worth starting/continuing investing in such innovation. For this reason, this study addresses the following research questions: 1) What are the relevant characteristics of robot delivery and how do consumers cognitively and affectively respond to these characteristics? 2) What are the processes that form consumers’ willingness to reuse the delivery robot and spread the word about it (i.e., WOM)? Drawing on the technology-task fit model, the present study provides three interesting theoretical insights in relation to the post-adoption behaviour on delivery robots. In the first part, the findings enrich the literature by revealing that consumers’ evaluation of the perceived fit of using delivery robots are based on a combination of internal, external and conditional factors. This study found that hedonic motivations, perceived anthropomorphism and robotic service quality exhibited a positive influence on perceived task-technology fit. This indicates that, being able to experience a sense of fun or enjoyment when using novel technologies (e.g., robot services) will encourage future behaviour and push individuals to continue exploring the benefits of this innovation. Also, consumers tend to attribute the human-like robots as more capable and reliable as it gives the feeling that they are interacting with a social entity. The findings also value to current scarcity research and demonstrate the positive influence of service quality in matching the performance and functionality of delivery robots. In the second part, the empirical findings confirm the positive influence of perceived task-technology fit on trust and value-in-use in the emerging context of delivery robots. In the last part, this research goes further, revealing the indirect link between perceived task-technology fit and post-adoption behaviour. In line with consumer behaviour literature that suggests the individual will undergo a psychological state (or mental evaluation) in goal-oriented behavior, this research deepens our understanding of the mechanisms involved in this relationship. It reveals that trust and value-in-use acted as the missing links in bridging the associations through which perceived task-technology fit influences service reuse likelihood and positive word-of-mouth.

Parcel delivery services are a bit different from general vehicle routing problems since the services require a deliver’s walking time to give the parcel to the customer. This time takes more than 1/4 of total delivery time, but it is ignored for the conv

Door to door service is a typical method for individual parcel deliveries. In the current delivery information system, a delivery person manually inputs the information of many delivery results, which causes inefficiency and difficulties of tracking deliveries. This study suggests an enhanced delivery information system which has the following two characteristics. Firstly, a tagged RFID(Radio Frequency Identification) transmits the delivery result information to the main server by just collecting RFID at a place of destination. Secondly, with the characteristics of rewritable method, the collected RFID is to be input new information and tagged to other parcels.

Today, the size of a parcel delivery service market, which is a part of logistics, at home and abroad has been extended rapidly and its growth rate is expected to increase hereafter. At this point, when service is applied strategically in a parcel delivery service, we need to understand the feature of logistics service quality by view of customer differentiation. In this study, we try to constitute a model of the feature of logistics service, which is combined five features of service quality (Responsiveness, Empathy, Reliability, Accuracy and Tangibility) based on measuring model of SERVQUAL with logistics service, and to know the feature of logistics service from parcel delivery service by jobs with statistical tool.

Today, the size of a parcel delivery service market, which is a part of logistics, at home and abroad has extended rapidly and its growth rate is expected to increase hereafter. At this point, when service is applied strategically in a parcel delivery service, we need to understand the feature of logistics service quality by view of customer differentiation. In this study, we try to constitute a model of the feature of logistics service, which is combined five features of service quality(Responsiveness, Empathy, Reliability, Accuracy and Tangibility) based on measuring model of SERVQUAL with logistics service, and to know the feature of logistics service from parcel delivery service by jobs with statistical tool.

Purpose – The purpose of this paper is to improve last mile delivery capability and ensure customers’ satisfaction by approaching an analytic hierarchy process(AHP) and identifying criteria framework to determine locations of last mile delivery centre(LMDC). Research design, data, and methodology – Traffic congestion and emission policy in cities are barriers of last mile delivery in dense areas. The urban consolidation centre(UCC) cannot increase last mile delivery efficiency in dense cities because of their space and traffic limitation. In this paper, we develop a case to improve last mile delivery efficiency and to ensure customers’ satisfaction by concentrating on LMDC. In addition, AHP has been applied to identify criteria framework and determine LMDC locations. The weighted priorities are derived from parcel delivery industry experts and have been calculated using Expert Choice software. Results – The framework criteria have assisted decision makers to place LMDC in a dense area to enhance customer’s satisfaction with last mile delivery service. Conclusions – AHP has provided ranking framework criteria of LMDC potential for parcel delivery industry. The LMDC helps by improving last mile delivery efficiency to final destination amids conditions of CO2 emissions, traffic congestion, and pollution problems. It especially concerns delivery service activities when delivering parcels to customers rather than UCC.

소매화원중 택배·탁송 유통 경험이 있는 대상자를 선정하여 설문조사한 결과 운송 배달 수단으로서의 택배 서비스가 차지하는 부분이 더욱 커질 것으로 나타났다. 현재 택배업체와 탁송 직원은 신속한 배송이 중요한 업무이지만, 화훼류와 같은 물품에 대해서는 특별한 취급 방법이 추가로 요구되는 것을 알 수 있었다. 따라서 현재 일반 택배업체는 구조적으로 화훼류 유통에 최적이지 않다는 것과, 택배회사의 직원 교육이나 택배 차량의 시설 개선보다는, 화훼류 전문 택배업체 지정의 필요성을 알 수 있었다.