Last Mile Logistics Innovations in the Courier-Express-Parcel Sector Due to the COVID-19 Pandemic

Łukasz Sułkowski, Katarzyna Kolasińska-Morawska, Marta Brzozowska, Paweł Morawski and Tomasz Schroeder
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Łukasz Sułkowski: Faculty of Management and Social Communication, Department of Management of Higher Education Institutions, Jagiellonian University, 30-348 Cracow, Poland
Katarzyna Kolasińska-Morawska: Department of International Management, Cracow University of Economics Management Institute, 31-510 Cracow, Poland
Marta Brzozowska: Faculty of Law and Social Sciences, Department of Management, Jan Kochanowski University of Kielce, 25-369 Kielce, Poland
Paweł Morawski: Faculty of Organization and Management, Lodz University of Technology, 90-924 Lodz, Poland
Tomasz Schroeder: Department of International Management, Cracow University of Economics Management Institute, 31-510 Cracow, Poland

Sustainability, 2022, vol. 14, issue 13, 1-25

Abstract: The development of the e-commerce market worldwide, which was already dynamic, was accelerated by the SARS-CoV-2 virus. Millions of incoming orders required analogue support from the CEP sector (courier-express-parcels sector) to provide the desired “customer experience”. In the context of whether the habit of shopping in virtual reality will become permanent, it is worth considering what shape the logistics services will take in the last mile after the pandemic? Or, will customers return to shopping in the real world? A subject for these considerations was an analysis of the impact of the SARS-CoV-2 virus pandemic on the technologization of last mile logistics services, resulting in an increase in the level of “customer experience”, with Poland as an example. The research methods used were participant observations and critical analysis of collected materials. The obtained results made it possible to conduct a descriptive and explanatory nomothetic study based on an Internet questionnaire. The authors formulated a diagnosis about the possibilities of using the potential of customer experience for the development of enterprises based on technologization of last mile deliveries. The recommendations can be used by scientists and managers in the CEP industry to redefine business models based on the technology of logistics customer service processes.

Keywords: last mile; logistics services; technologies; innovations; COVID-19 (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (6)

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