Value Co-creation in the Interface Between City Logistics Provider and In-store Processes

This paper develops a framework for understanding how city logistics service co-creates value with users. The users’ perspective in city logistics research is limited, and value added services are rarely emphasized. The framework developed is based on literature on value in business markets, and in-store processes. Two case stores and their use of city logistics demonstrate how value is co-created when changes in delivery patterns and value added services affect especially the use of store employees. Further, we show that there is a barrier to the co-creation of value when services get close to core activities in-store operations.