Co-creating E-commerce Last-mile Logistics with Consumers: A Conceptual Framework and Future Research Agenda

Xueqin Wang, Kum Fai Yuen, Yiik Diew Wong, Kevin X. Li and Thi Minh Trang Tran

Chapter 10 in Key Challenges and Opportunities for Quality, Sustainability and Innovation in the Fourth Industrial Revolution:Quality and Service Management in the Fourth Industrial Revolution — Sustainability and Value Co-creation, 2021, pp 177-202 from World Scientific Publishing Co. Pte. Ltd.

Abstract: Increasingly, logistics industry offers innovative solutions that interact directly with end-consumers. Consumers are encouraged to participate in co-creating e-commerce last-mile logistics. Built on the synthesised insights from “consumer logistics” and the “value co-creation (VCC)” concept, this study proposes a conceptual framework of consumers’ involvement in last-mile logistics from a VCC perspective. This research study is based on a synthesised analysis of 52 peer-reviewed journal articles using Scopus of Elsevier and Social Science Citation Index (SSCI) of Thomson Reuters as search databases. It is found that consumers are empowered to influence specific changes in the service offerings, whereas logistics service providers accrue benefits by transferring part of the service obligations to consumers. Given the mutual benefits, the trend of VCC is expected to gain strong development in last-mile logistics. However, three major contingencies exist: (1) consumers’ resistance in adopting the innovation service concept of VCC; (2) the potential risk of exploitation and the associated concern about service fairness; and (3) a lack of a proper governance mechanism of the co-creation relationship. A conceptual framework along with four propositions is presented. Based on the conceptual insights, we further propose three emerging research fields that have great potential in generating interdisciplinary findings.

Keywords: Quality and Service Management; Total Quality Management; 4th Industrial Revolution; Industry 4.0; Sustainability; Value Co-Creation; Innovation (search for similar items in EconPapers)
JEL-codes: L2 L6 O14 (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.worldscientific.com/doi/pdf/10.1142/9789811230356_0010 (application/pdf)
https://www.worldscientific.com/doi/abs/10.1142/9789811230356_0010 (text/html)
Ebook Access is available upon purchase.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:wsi:wschap:9789811230356_0010

Ordering information: This item can be ordered from

Access Statistics for this chapter

More chapters in World Scientific Book Chapters from World Scientific Publishing Co. Pte. Ltd.
Bibliographic data for series maintained by Tai Tone Lim ().