Skip to main content
SpringerLink
Log in
Book cover

Automatisierung und Personalisierung von Dienstleistungen pp 465–488Cite as

Last Mile Logistics Reloaded – Automation and Personalization in Electronic Commerce Fulfillment

Part of the Forum Dienstleistungsmanagement book series (FD)

Zusammenfassung

Fulfillment and last mile logistics are key service components in electronic commerce that are expected to further increase in the future. Current advancements in digitization of logistics processes have resulted in smart logistics technologies that can trigger automation and personalization of last mile logistics significantly. The chapter discusses how current technologies such as digital identifiers, Internet of Things, robotics, drones or autonomous vehicles can enhance automation and personalization of last mile delivery.

This is a preview of subscription content, access via your institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   64.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD   84.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Literatur

  • Agatz, N.A.H./Fleischmann, M./van Nunen, J.A.E.E. (2008): E-Fulfillment and Multi-Channel Distribution – A review, in: European Journal of Operational Research, Vol. 187, No. 2, pp. 339-356.

    Google Scholar 

  • Ahmad, A./Rahman, O./Khan, M.N. (2016): Consumer’s perception of website service quality – An empirical study, in: Journal of Internet Commerce, Vol. 15, No. 2, pp. 125-141.

    Google Scholar 

  • Azadeh, K./De Koster, R./Roy, D. (2019): Robotized and automated warehouse systems – Review and recent developments, in: Transportation Science, Vol. 53, No. 4, pp. 917-945.

    Google Scholar 

  • Bauernhansl, T./ten Hompel, M./Vogel-Heuser, B. (2014): Industrie 4.0 in Produktion, Automatisierung und Logistik, Wiesbaden.

    Google Scholar 

  • Baumgartner, M./Léonardi, J./Krusch, O. (2008): Improving computerized routing and scheduling and vehicle telematics – A qualitative survey, in: Transportation Research: Part D, Vol. 13, No. 6, pp. 377-382.

    Google Scholar 

  • Carlsson, J.G./Song, S. (2018): Coordinated logistics with a truck and a drone, in: Management Science, Vol. 64, No. 9, pp. 4052-4069.

    Google Scholar 

  • Cassidy, W.B. (2017): Shorter by the Mile: Fulfillment Centers creep into urban areas to meet last-mile logistics demands, in: Journal of Commerce, Vol. 18, No. 16, pp. 44-45.

    Google Scholar 

  • Cho, Y.K. (2015): Creating customer repurchase intention in internet retailing – The effects of multiple service events and product type, in: Journal of Retailing & Consumer Services, Vol. 22, No. 1, pp. 213-222.

    Google Scholar 

  • Delfmann, W./ten Hompel, M./Kersten, W./Schmidt, T./Stölzle, W. (2018): Logistics as a science – Central research questions in the era of the fourth Industrial Revolution, in: Logistics Research, Vol. 11, No. 1, pp. 1-13.

    Google Scholar 

  • eMarketer (2019): Worldwide retail and ecommerce sales – Emarketer’s updated Forecast and New Mcommerce Estimates for 2016-2021, https://www.emarketer.com/Report/Worldwide-Retail-Ecommerce-Sales-eMarketers-Updated-Forecast-New-Mcommerce-Estimates-20162021/2002182 (retrieved January 14, 2019).

  • Esper, T.L./Jensen, T.D./Turnipseed, F.L./Burton, S. (2003): The last mile – An examination of effects of online retail delivery strategies on consumers, in: Journal of Business Logistics, Vol. 24, No. 2, pp. 177-203.

    Google Scholar 

  • Gaukler, G./Ketzenberg, M./Salin, V. (2019): Establishing dynamic expiration dates for perishables – An application of RFID and sensor technology, in: International Journal of Production Economics, Vol. 193, No. 1, pp. 617-632.

    Google Scholar 

  • Gawor, T./Hoberg, K. (2019): Customers’ Valuation of time and convenience in E-fulfillment, in: International Journal of Physical Distribution & Logistics Management, Vol. 49, No. 1, pp. 75-98.

    Google Scholar 

  • Ha, Q.M./Deville, Y./Pham, Q.D./Hà, M.H. (2018): On the min-cost traveling salesman problem with dDrone, in: Transportation Research: Part C, Vol. 86, No., pp. 597-621.

    Google Scholar 

  • Hausladen, I. (2016): IT-gestützte Logistik – Systeme – Prozesse – Anwendungen, 3.Aufl., Wiesbaden.

    Google Scholar 

  • Hawkins, A.J. (2019): Thousands of autonomous delivery robots are about to descend on US College Campuses, https://www.theverge.com/2019/8/20/20812184/starship-delivery-robot-expansion-college-campus (retrieved August 26, 2019).

  • Hopkins, J./Hawking, P. (2018): Big Data Analytics and IoT in logistics – A case study, in: International Journal of Logistics Management, Vol. 29, No. 2, pp. 575-591.

    Google Scholar 

  • Hübner, A./Kuhn, H./Wollenburg, J. (2016): Last mile fulfilment and distribution in Omni-Channel Grocery Retailing – A strategic planning framework, in: International Journal of Retail & Distribution Management, Vol. 44, No. 3, pp. 228-247.

    Google Scholar 

  • Javaid, N./Sher, A./Nasir, H./Guizani, N. (2018): Intelligence in IoT-Based 5G networks – Opportunities and challenges, in: IEEE Communications Magazine, Vol. 56, No. 10, pp. 94-100.

    Google Scholar 

  • Kim, S./Moon, I. (2019): Traveling salesman Problem with a drone station, in: IEEE Transactions on Systems, Man & Cybernetics: Systems, Vol. 49, No. 1, pp. 42-52.

    Google Scholar 

  • Kuzmany, F./Luft, A./Chisu, R. (2010): Die Bausteine des Internet der Dinge, in: Günthner, W./ten Hompel, M. (Hrsg.): Internet der Dinge in der Intralogistik, Berlin/Heidelberg, pp. 53-64.

    Google Scholar 

  • Kückelhaus, M. (2015): Self-driving vehicles – Taking a ride to the world of autonomous technology, in: Operations Management Vol. 41, No. 1, pp. 28-30.

    Google Scholar 

  • Kückelhaus, M. (2016): Logistics trend radar, https://www.logistics.dhl/content/dam/dhl/global/core/documents/pdf/dhl-logistics-trend-radar-2016.pdf (retrieved May 28, 2019).

  • Lamballais, T./Roy, D./De Koster, M.B.M. (2017): Estimating performance in a robotic mobile fulfillment system, in: European Journal of Operational Research, Vol. 256, No. 3, pp. 976-990.

    Google Scholar 

  • Lim, S.F.W.T./Jin, X./Srai, J.S. (2018): Consumer-driven E-commerce, in: International Journal of Physical Distribution & Logistics Management, Vol. 48, No. 3, pp. 308-332.

    Google Scholar 

  • Liu, S./Zhang, Y./Liu, Y./Wang, L./Wang, X.V. (2019): An ‘Internet of Things’ enabled dynamic optimization method for smart vehicles and logistics tasks, in: Journal of Cleaner Production, Vol. 215, No. 10, pp. 806-820.

    Google Scholar 

  • Macaulay, J./Kückelhaus, M. (2015): Internet of Things in logistics, http://www.dpdhl.com/content/dam/dpdhl/presse/pdf/2015/DHLTrendReport_Internet_of_things.pdf (retrieved June 11, 2019).

  • Madlberger, M. (2004): Electronic Retailing – Marketinginstrumente und Marktforschung im Internet, Wiesbaden.

    Google Scholar 

  • Madlberger, M./Sester, A. (2005): The last mile in an electronic commerce business model – Service expectations of Austrian online shoppers, in: Proceedings of the 13th European Conference on Information Systems (ECIS), Regensburg.

    Google Scholar 

  • Mentzer, J.T./Flint, D.J./Kent, J.L. (1999): Developing a logistics service quality scale, in: Journal of Business Logistics, Vol. 20, No. 1, pp. 9-32.

    Google Scholar 

  • Murray, C.C./Chu, A.G. (2015): The flying sidekick traveling salesman problem – Optimization of drone-assisted parcel delivery, in: Transportation Research: Part C, Vol. 54, No. 5, pp. 86-109.

    Google Scholar 

  • Murthi, B.P.S./Sarkar, S. (2003): The role of the management sciences in research on personalization, in: Management Science, Vol. 49, No. 10, pp. 1344-1362.

    Google Scholar 

  • Parasuraman, A./Zeithaml, V.A./Berry, L.L. (1985): A concept model of service quality and its implications for future research, in: Journal of Marketing, Vol. 49, No. 4, pp. 41-50.

    Google Scholar 

  • Parasuraman, A./Zeithaml, V.A./Malhotra, A. (2005): E-S-QUAL – A multiple-item scale for assessing electronic service quality, in: Journal of Service Research, Vol. 7, No. 3, pp. 213-233.

    Google Scholar 

  • Peppers, D./Rogers, M. (1997): Enterprise one-to-one – Tools for competing in the interactive age, New York.

    Google Scholar 

  • Prahalad, C.K./Ramaswamy, V. (2004): Co-Creation experiences – The next practice in value creation, in: Journal of Interactive Marketing, Vol. 18, No. 3, pp. 5-14.

    Google Scholar 

  • Rao, S./Goldsby, T.J./Griffis, S.E./Iyengar, D. (2011): Electronic logistics service quality (e-LSQ) – Its impact on the customer’s purchase satisfaction and retention, in: Journal of Business Logistics, Vol. 32, No. 2, pp. 167-179.

    Google Scholar 

  • Roodbergen, K.J./Vis, I.F.A. (2009): A survey of literature on automated storage and retrieval systems, in: European Journal of Operational Research, Vol. 194, No. 2, pp. 343-362.

    Google Scholar 

  • Scherr, Y.O./Saavedra, N./Albert, B./Hewitt, M./Mattfeld, D.C. (2019): Service Network Design with mixed autonomous fleets, in: Transportation Research: Part E, Vol. 124, No. 4, pp. 40-55.

    Google Scholar 

  • Vakulenko, Y./Hellström, D./Hjort, K. (2018): What’s in the parcel locker? Exploring customer value in E-Commerce last mile delivery, in: Journal of Business Research, Vol. 88, No. 7, pp. 421-427.

    Google Scholar 

  • Wang, X./Yuen, K.F./Wong, Y.D./Teo, C.-C. (2019): Consumer participation in last-mile logistics service – An investigation on cognitions and affects, in: International Journal of Physical Distribution & Logistics Management, Vol. 49, No. 2, pp. 217-238.

    Google Scholar 

  • Wolfinbarger, M./Gilly, M.C. (2003): eTailQ – Dimensionalizing, ensuring and predicting Etail Quality, in: Journal of Retailing, Vol. 79, No. 3, pp. 183-198.

    Google Scholar 

  • Wollenburg, J./Holzapfel, A./Hübner, A./Kuhn, H. (2018): Configuring retail fulfillment processes for Omni-Channel Customer Steering, in: International Journal of Electronic Commerce, Vol. 22, No. 4, pp. 540-575.

    Google Scholar 

  • Xing, Y./Grant, D.B./McKinnon, A.C./Fernie, J. (2010): Physical distribution service quality in Online Retailing, in: International Journal of Physical Distribution & Logistics Management, Vol. 40, No. 5, pp. 415-432.

    Google Scholar 

  • Yalabik, B./Petruzzi, N.C./Chhajed, D. (2005): An integrated product returns model with logistics and marketing coordination, in: European Journal of Operational Research, Vol. 161, No. 1, pp. 162-182.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Webster Vienna Private University, Wien, Österreich

    Maria Madlberger

Authors
  1. Maria Madlberger
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Maria Madlberger .

Editor information

Editors and Affiliations

  1. Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Basel Stadt, Switzerland

    Prof.Dr.Dr.h.c.mult. Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim, Stuttgart, Baden-Württemberg, Germany

    Prof. Dr. Karsten Hadwich

Rights and permissions

Reprints and Permissions

Copyright information

© 2020 Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Madlberger, M. (2020). Last Mile Logistics Reloaded – Automation and Personalization in Electronic Commerce Fulfillment. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30166-8_19

Download citation

  • DOI: https://doi.org/10.1007/978-3-658-30166-8_19

  • Published:

  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-30165-1

  • Online ISBN: 978-3-658-30166-8

  • eBook Packages: Business and Economics (German Language)

search

Navigation