Percorrer por autor "Hepp, Steffen Bernhard"
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- Innovation in last mile delivery : meeting evolving customer demands : the case of In-Car DeliveryPublication . Hepp, Steffen Bernhard; Conti, RaffaeleParcel delivery today is in urgent need for innovation driven by the imbalance between two forces that can be observed in the market environment. First, the volume of parcels between businesses and consumers is growing rapidly, mainly driven through e-commerce. Second, consumer habits and lifestyles are changing in a way that demands more flexibility and convenience. Ultimately, the feasibility of the delivery moment, reaching consumers at home, is shrinking. Therefore, this thesis deals with service innovations in the Last Mile Delivery of parcels that seek to enhance customer experience and address the insufficiencies of existing delivery models. The emphasis in this work is on In-Car Delivery - a method in which a parcel is delivered to the trunk of a consumer’s car. The objective of the paper is to examine whether consumers would accept In-Car Delivery as a novel way to receive parcels. Key findings suggest that In-Car Delivery can solve the deficiencies of today’s delivery methods, and consumers are willing to use trunk delivery. Yet, the research also shows that In-Car Delivery brings along an unprecedented set of concerns in parcel delivery, namely customer data and privacy concerns. As the exploration of innovative delivery solutions - beyond In-Car Delivery - is continuing, this research helps parcel companies to prioritize and concentrate their resources on the main value drivers. This study identified the following five factors most important to consumers when receiving a parcel: flexibility, convenience, cost, speed, and variety.