Customer Expectations of Unattended Home Delivery Service in Grocery Retail

Omni-channel retail has grown tremendously in recent years, particularly in the grocery sector, making Sweden the Nordic country with the largest online presence. The rapid growth poses challenges to last mile deliveries, which are often described as complicated, costly and inefficient. Therefore, various emerging technologies and innovations have been explored in recent years, particularly with regards to goods reception solutions. These solutions include among for example self-service technologies, smart locks, collection and delivery points, and reception boxes. Despite the growing body of literature, previous research does not capture how the customers create expectations, experience and eventually value in relation to such technology. Thus, this research project aims to explore, understand and report consumers’ expectations of unattended delivery systems.