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This paper investigates the economic performances of two business-to-consumer (B2C) e-commerce last-mile delivery options –parcel lockers (PLs) and traditional home delivery (HD) in contexts where e-commerce is still at its early stages. It analyses and compares two different implementation contexts, urban and rural areas.

This study develops an analytical model that estimates delivery costs for both the PL and HD options. The model is applied to two base cases (representative of urban and rural areas in Italy), and sensitivity analyses are subsequently performed on a set of key variables/parameters (i.e. PL density, PL fill rate and PL annual costs). To support the model development and application, interviews with practitioners (Edwards et al., 2011) were performed.

PLs imply lower delivery cost than HD, independently from the implementation area (urban or rural): advantages mainly derive from the higher delivery density and the drastic reduction of failed deliveries. Benefits entailed by PLs are more significant in rural areas due to lower PL investments and annual costs, as well as higher HD costs.

This paper offers insights to both academics and practitioners. On the academic side, it develops a model to compare the delivery cost of PL and HD, which includes the analysis of urban and rural contexts. This could serve as a platform for developing/informing future analytical/optimisation contributions. On the managerial side, it may support practitioners in making decisions about the implementation of PLs and HD, to benchmark their costs and to identify the main variables and parameters at play.

This paper investigates the logistics management in the e-grocery sector. It contrasts the key issues faced by practitioners and the topics addressed in the academic literature, to identify potential misalignments between research and practice and propose avenues for future efforts.

This work adopts a twofold methodological approach. From an academic perspective, a systematic literature review (SLR) is performed to define the topics addressed so far by scholars when analysing e-grocery logistics. From a managerial perspective, a Delphi study is accomplished to identify the most significant issues faced by logistics practitioners in the e-grocery context and the associated significance.

The study develops a conceptual framework, identifying and mapping the 9 main logistics challenges for e-grocery along 4 clusters, in the light of a logistics-related revision of the SCOR model: distribution network design (area to be served, infrastructures), order fulfilment process (picking, order storage, consolidation, delivery), logistics-related choices from other domains (product range, stock-out management) and automation. These elements are discussed along three dimensions: criticalities, basic and advanced/automation-based solutions. Finally, the main gaps are identified – in terms of both under-investigated topics (order storage and stock-out management) and investigated topics needing further research (picking and automation) – and research questions and hypotheses are outlined.

This paper provides a threefold contribution, revolving around the developed framework. First, it investigates the state of the art about e-grocery logistics, classifying the addressed themes. Second, it explores the main issues e-grocery introduces for logistics practitioners. Third, it contrasts the two outcomes, identifying the misalignment between research and practice, and accordingly, proposing research directions.

Failed deliveries (i.e. deliveries not accomplished due to the absence of customers) represent a critical issue in B2C (Business-to-consumer) e-commerce last-mile deliveries, implying high costs for e-commerce players and negatively affecting customer satisfaction. A promising option to reduce them would be scheduling deliveries based on the probability to find customers at home. This work proposes a solution based on presence data (gathered through Internet of Things [IoT] devices) to organise the delivery tours, which aims to both minimise the travelled distance and maximise the probability to find customers at home.

The adopted methodology is a multi-method approach, based on interviews with practitioners. A model is developed and applied to Milan (Italy) to compare the performance of the proposed innovative solution with traditional home deliveries (both in terms of cost and delivery success rate).

The proposed solution implies a significant reduction of missed deliveries if compared to the traditional operating mode. Accordingly, even if allocating the customers to time windows based on their availability profiles (APs) entails an increase in the total travel time, the average delivery cost per parcel decreases.

On the academic side, this work proposes and evaluates an innovative last-mile delivery (LMD) solution that exploits new AI (Artificial Intelligence)-based technological trends. On the managerial side, it proposes an efficient and effective novel option for scheduling last-mile deliveries based on the use of smart home devices, which has a significant impact in reducing costs and increasing the service level.

The purpose of this paper is twofold: first, to review and classify scientific publications dealing with those innovative solutions aimed at increasing the efficiency of last-mile delivery in business to consumer (B2C) e-commerce; and, second, to outline directions for future research in this field.

The review is based on 75 papers published between 2001 and 2019 in international peer-reviewed journals or proceedings of conferences, retrieved from bibliographic databases and science search engines.

Due to its importance in affecting the overall logistics costs and, as a consequence, the economic sustainability of a B2C e-commerce initiative, last-mile delivery process deserves particular attention in order to be optimised. The review highlights that, among the main factors affecting its cost, there are the probability to have failed deliveries, the customer density in the delivery areas and the degree of automation of the process. Innovative and viable last-mile delivery solutions – which may impact the mentioned drivers – include parcel lockers, crowdsourcing logistics, mapping the consumer presence at home and dynamic pricing policies. Eventually, some gaps and areas for further research activities have been identified (e.g. mapping customer behaviour, crowdsourcing logistics).

This review offers interesting insights to both academics and practitioners. On the academic side, it analyses and classifies relevant literature about innovative and efficiency-oriented last-mile delivery solutions, proposing directions for future research efforts. On the managerial side, it presents a holistic framework of the main factors affecting last-mile delivery cost and of viable innovative solutions that may be implemented to increase efficiency.

This paper focusses on on-demand food delivery (ODFD), i.e. the delivery of freshly prepared meals to customers' homes, enabled by the use of online platforms. In ODFD, a key process is represented by last-mile deliveries (LMDs): they directly affect customers (the delivery price influences their purchase intention), riders (the compensation drives their willingness to perform deliveries) and platforms (deliveries are very expensive). In this context, this work aims to investigate the economic performances of ODFD LMDs.

This study adopts a multi-method threefold process. First, it develops a model that – after the generation of customers' demand and the assignment of deliveries to available riders – identifies incomes and costs faced by an ODFD operator. Second, the model is applied to a base case in Milan (Italy). Third, sensitivity analyses are performed (on daily demand and riders' salary).

The analyses allow – besides the identification of significant values associated to ODFD profitability – to draw general insights about delivery price (e.g. free delivery is not economically sustainable), daily demand (e.g. greater demand values do not only improve positive results but also worsen negative ones) and fixed/variable wage mix (e.g. increasing the variable wage enhances the profitability for platforms).

On the academic side, this word enhances extant literature about ODFD, proposing a model – with multidisciplinary implications – to strategically investigate profitability conditions of LMDs. On the managerial side, it provides support for (logistics/marketing) ODFD practitioners since it allows to evaluate the potential impact of significant decisions on profitability.

The purpose of this paper is twofold: first, to review the extant academic literature on on-demand food delivery (ODFD) services, i.e. the delivery of freshly prepared meals from restaurants to customers enabled by online platforms; second, to propose directions for future research in this field.

This work reviews 59 papers published between 2016 and 2020. They are classified with respect to both their research methodology and the addressed themes, namely the actors involved and the activities creating value for the ODFD ecosystem. The latter was analysed by applying a framework derived from the integration of traditional models and literature about platforms/business ecosystems. Results were validated through interviews with practitioners.

Due to its huge success and the significant complexities behind it, the ODFD business has been gaining the interest of academics. The authors’ review highlights that (1) the perspectives of the various actors involved should be integrated, moving towards an ecosystem-based view; (2) future research should focus more on restaurant operations and their role in ODFD systems and (3) despite they have been investigated by several academic contributions, human resource management and logistics of ODFD systems still present room for further extensions, in the areas of intervention/regulation and distribution network/batching, respectively.

This review offers insights to both academics and practitioners. On the academic side, it analyses the literature on ODFD systems, outlining directions for future research. On the managerial side, it provides a comprehensive view on the most critical value-creating activities for ODFD businesses.

This paper identifies, configures and analyses a solution aimed at increasing the efficiency of in-store picking for e-grocers and combining the traditional store-based option with a warehouse-based logic (creating a back area dedicated to the most required online items).

The adopted methodology is a multi-method approach combining analytical modelling and interviews with practitioners. Interviews were performed with managers, whose collaboration allowed the development and application of an empirically-grounded model, aimed to estimate the performances of the proposed picking solution in its different configurations. Various scenarios are modelled and different policies are evaluated.

The proposed solution entails time benefits compared to traditional store-based picking for three main reasons: lower travel time (due to the absence of offline customers), lower retrieval time (tied to the more efficient product allocation in the back) and lower time to manage stock-outs (since there are no missing items in the back). Considering the batching policies, order picking is always outperformed by batch and zone picking, as they allow for the reduction of the average travelled distance per order. Conversely, zone picking is more efficient than batch picking when demand volumes are high.

From an academic perspective, this work proposes a picking solution that combines the store-based and warehouse-based logics (traditionally seen as opposite/alternative choices). From a managerial perspective, it may support the definition of the picking process for traditional grocers that are offering – or aim to offer – e-commerce services to their customers.

Coronavirus disease 2019 (COVID-19) led most companies to redefine their sales channels, pushing toward e-Commerce. This increase in the online sales of products resulted in significant pressure on the logistics sector. The purpose of this paper is to investigate how express couriers responded to the pandemic period and allowed for business continuity.

A multiple case study involving five express couriers was conducted. Collected information was coded, then a framework is proposed to discuss the results with the support of the resource-based view and dynamic capabilities view concepts.

The study highlights how couriers leveraged most of their resources to respond to the pandemic threat. Four recurrent continuity enablers to foster the reconfiguration of resources were identified. Specifically, the study points out the key role of employees, digital technologies, visibility and knowledge as enablers that played a crucial role toward continuity. In addition, valuable lessons learned by practitioners to foster resilience in future disruption are highlighted.

Concerning academia, the present research aims to be among the first ones to provide empirical and practical insights on the impact of COVID-19 among express couriers. Considering practitioners, it identifies lessons learned that could be applied to the sector in future disruption.