How to Design a Sustainable Last-mile Delivery and Returns Business Model From E-Customers' Expectations Perspective?

Maja Kiba-Janiak*, Katarzyna Cheba, Magdalena Mucowska, Leise Kelli Oliveira, Maja Piecyk, Pietro Evangelista, Günter Prockl, Jagienka Rześny-Cieplińska

*Corresponding author for this work

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

The paper aims to identify the most preferred business models for sustainable last-mile delivery among e-customers and to evaluate their impact on the environment, economics, and society. To achieve this purpose, the authors conducted a survey and applied conjoint analysis, the Delphi method, and the MCDM: Promethee-Gaia. The research shows that price is the most significant factor for e-customers when choosing a delivery method. However, experts did not consider the business models for last-mile delivery and return preferred by e-customers sustainable. These models create value for customers but not for the urban community at large. The research shows a business model for last-mile delivery that can offer a compromise between creating value for e-customers and co-creating value for the city. The results offer valuable guidelines for both courier companies and local governments.
Original languageEnglish
Article number101194
JournalResearch in Transportation Business & Management
Volume56
Number of pages13
ISSN2210-5395
DOIs
Publication statusPublished - Oct 2024

Bibliographical note

Published online: 28 August 2024.

Keywords

  • Business model
  • Sustainable last-mile delivery
  • Sustainable return logistics
  • Conjoint analysis
  • MCDM
  • Promethee-Gaia

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