What's in the parcel locker? Exploring customer value in e-commerce last mile delivery

Research output: Contribution to journalArticlepeer-review

89 Citations (SciVal)


This study explores customer value in relation to parcel lockers, a self-service tool that reshapes the delivery and returns experience in the context of e-commerce last mile delivery. Parcel lockers offer a response to retail and last mile delivery challenges provoked by the rapid growth of e-commerce worldwide. Retailers, logistics service providers, communities, and other stakeholders now face issues due to increased volumes of goods sold online. The introduction of parcel lockers to service algorithms is intended to address these issues by involving consumers in the service process. However, the existing research fails to provide knowledge about the customer's view on this new technological solution. This study followed a focus group design and built on grounded theory to provide insights into customer value in relation to parcel lockers. These insights can contribute to both research and practice.

Original languageEnglish
Pages (from-to)421-427
JournalJournal of Business Research
Early online date2017 Nov 28
Publication statusPublished - 2018 Jul

Subject classification (UKÄ)

  • Business Administration


  • Customer value
  • E-commerce
  • Focus groups
  • Last mile delivery
  • Parcel locker
  • Self-service technology


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