Purpose

The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience dimensions in unattended home delivery.

Design/methodology/approach

Using an engaged scholarship approach, this field study investigated nine households that actively used an unattended delivery service for a period of six to nine months. Empirical data were collected primarily from in-depth interviews.

Findings

The study demonstrates that unattended delivery experience is a multidimensional construct that comprises consumers' cognitive, emotional, behavioral, sensorial, physical and social responses to the service. The empirical evidence provides rich descriptions of each customer experience dimension, and the research offers a framework and propositions on unattended delivery experience.

Practical implications

The results guide and support managers in assessing and developing delivery services using a consumer-centric approach to enhance customer experience.

Originality/value

This research is one of the first to address unattended delivery experience by providing a comprehensive, empirically grounded framework. The results provide a foundation for future investigations of last-mile delivery experience dimensions.

中文翻译：

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最后一英里配送的客户体验维度：无人值守送货上门的实证研究

目的

最后一英里交付的成功取决于消费者对此类服务的接受程度，但对无人值守的交付体验知之甚少。本文的目的是提供对无人值守送货上门客户体验维度的实证理解。

设计/方法/途径

本实地研究采用参与奖学金的方法，调查了九个家庭，这些家庭在六到九个月的时间内积极使用无人看管的送货服务。实证数据主要来自深度访谈。

发现

该研究表明，无人值守的交付体验是一个多维结构，包括消费者对服务的认知、情感、行为、感官、身体和社会反应。实证证据对每个客户体验维度提供了丰富的描述，研究提供了无人值守交付体验的框架和主张。

实际影响

结果指导和支持管理人员使用以消费者为中心的方法评估和开发交付服务，以增强客户体验。

原创性/价值

这项研究是首批通过提供全面的、以经验为基础的框架来解决无人值守交付体验的研究之一。结果为未来最后一英里交付体验维度的调查提供了基础。