E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise. (May 2020)

• Record Type: Journal Article
• Authors: de Kervenoael, Ronan; Schwob, Alexandre; Chandra, Careen
• Is Part Of: Journal of retailing and consumer services. Volume 54(2020)
• Publication Date: 2020-05
• Subjects: last-mile delivery -- Time-based marketing promise -- Technologisation -- Independent contractor -- Urban space; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2019.102016
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: This paper's research aims to understand how e-retailers can benefit from independent contractors' (delivery drivers') agile engagement under time-based marketing promise (TBMP) to advance sustainable logistics value creation in the urbanised last-mile-delivery (ULMD) environment. Our analysis of independent drivers' narratives (n = 30) reveals that sustainable logistics value can be apprehended through a process in which independent workers are both agenced by their leveraging of technologisation and task autonomy and concerned by the mobilisation of other ULMD stakeholders. They thus can propose novel, creative solutions for e-retailers and city planners towards sustainable logistics value creation.