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This study aims to demonstrate that the Dynamic Performance Management (DPM) framework, integrating performance management with system dynamics modelling, enables decision-makers to identify sustainable strategies in online food delivery platforms, thereby avoiding company failure.

This study undertakes a multistep methodological approach. After the literature review, a retrospective case study approach was used. To build the DPM framework and the system dynamics simulation model, primary and secondary data were collected and analysed.

This study by adopting the DPM perspective highlights the critical role performance drivers play to assess the viability of alternative growth strategies in food delivery digital platforms. As such, the findings complement extant studies which highlighted the need for adopting a dynamic perspective in Performance Measurement and Management (PMM), particularly in complex and turbulent environments. Findings also highlight that in food delivery platforms, network effects may result insufficient to reach a critical volume of users and factors such as key drivers impacting platform attractiveness must be considered to design effective PMM.

Future studies may apply the DPM framework here suggested to multiple digital platforms, to validate this study's findings.

This paper offers a guidance to practitioners and scholars to design effective PMM in food delivery digital platforms.

This study offers an innovative perspective to analyse the interdependences among main mechanisms underpinning the performance of food delivery platforms. As such, it contributes to enrich prior PMM literature and addresses the call for more empirical and theoretical PMM contributions in fast-changing and turbulent environments.

This study aims to understand consumer behavior related to the purchase of meals by delivery services before and during the coronavirus disease 2019 (COVID-19) pandemic in Brazil.

An online survey was conducted between September and October 2020. The total number of valid responses was 971.

About 55% of the participants reported a decrease in consumption or not having consumed food delivery during the pandemic. Of the total, 48.3% feared contracting COVID-19 from food delivery. A significant association was observed between fear of contracting COVID-19 from food delivery and variables such as education level (p = 0.001), observance of social distancing (p = 0.03) and food delivery consumption frequency (p < 0.001). More people were careful about cleaning food packaging (from 12.4% before to 66.1% during the pandemic, p < 0.001) and disposal (from 47.6% before to 66.4% during the pandemic, p < 0.001) and heating the food before consumption (from 7.6% before to 13.7% during the pandemic, p < 0.001) and used payment methods without approximation (from 29.8% before to 43.2% during the pandemic, p < 0.001) compared with the pre-pandemic period. More people also reported that application of security protocols during delivery (from 29.8% before to 43.2% during the pandemic, p < 0.001) and in restaurants (from 7.2% before to 25% during the pandemic, p < 0.001) and possessing knowledge about the financial difficulty of the establishment (from 4.6% before to 17% during the pandemic, p < 0.001) were the most important factors for choosing a food service.

To the best of the authors’ knowledge, this is the first study to explore consumers’ fear of contracting COVID-19 from food delivery and consumer behavior related to food delivery services during the pandemic in Brazil – that is, way to order and payment methods, as well as concern and care related to the purchase of these foods.

The main objective of this paper is to provide a systematic literature review (SLR) and structured insight into last mile delivery, ultimately identifying gaps in current knowledge and proposing a framework for future research direction in terms of sustainability in the area.

This paper identifies and synthesizes information from academic journals and examines “Journals and Publishing place,” “Geographic location,” “Year of Publication,” “University and Author Affiliation,” “Themes and Sub-themes,” “Theory,” “Research Design, Methods and Area” and “Industry Involvement.” A collection of online databases from 2005 to 2020 were explored, using the keywords “Last mile delivery,” “Last mile logistics,” “Last mile transportation,” “Last mile fulfillment,” “Last mile operations” and “Last mile distribution” in their title and/or abstract and/or keywords. Accordingly, a total of 281 journal articles were found in this discipline area, and data were derived from a succession of variables.

There has been significant growth in published articles concerning last mile delivery over the last 15 years (2005–2020). An in-depth review of the literature shows five dimensions of the last mile: last mile delivery, transportation, operations, distribution and logistics. Each of these dimensions is interrelated and possess clustered characteristics. For instance, last mile operations, last mile transportation and last mile delivery are operational, whereas last mile distribution is tactical, and last mile logistics possess strategic characteristics. The findings also indicate that even though the sustainability concept can be incorporated into all levels of the last mile, the current literature landscape mainly concentrates on the operational level.

This review is limited to academic sources available from Emerald Insight, Science Direct, Taylor and Francis, Springer, MDPI and IEEE containing the mentioned keywords in the title and/or abstract/or keywords. Furthermore, only papers from high-quality, peer-reviewed journals were evaluated. Other sources such as books and conference papers were not included.

This study dissects last mile delivery to produce a framework that captures and presents its complex characteristics and its interconnectedness with various related components. By analyzing last mile delivery in its entirety, the framework also helps practitioners pinpoint which levels of last mile delivery (operation, tactical or strategic) they can incorporate the concept of sustainability.

The research findings enrich the contemporary literature landscape and future work by providing a conceptual framework that incorporates the “economic,” “environmental” and “social” pillars of sustainability in all dimensions of the last mile delivery.

The pandemic has reinforced the need for revamping the healthcare service delivery systems around the world to meet the increased challenges of modern-day illnesses. The use of medical cyber–physical system (MCPS) in the healthcare is one of the means of transforming the landscape of the traditional healthcare service delivery system. The purpose of this study is to critically examine the impact of MCPS on the quality of healthcare service delivery.

This paper uses an evidence-based approach, the authors have conducted a systematic literature review to study the impact of MCPS on healthcare service delivery. Fifty-four articles were thematically examined to study the impact of MCPS on eight characteristics of the healthcare service delivery proposed by the world health organisation.

The study proposes support that MCPS will positively impact (1) comprehensiveness, (2) accessibility, (3) coverage, (4) continuity, (5) quality, (6) person-centredness, (7) coordination, (8) accountability and (9) efficiency dimension of the healthcare service delivery. The study further draws nine propositions to support the impact of MCPS on the healthcare service delivery.

This study can be used by stakeholders as a guide point while using MCPS in healthcare service delivery systems. Besides, healthcare managers can use this study to understand the performance of their healthcare system. This study can further be used for designing effective strategies for deploying MCPS to be effective and efficient in each of the dimensions of healthcare service delivery.

The previous studies have focussed on technology aspects of MCPS and none of them critically analysed the impact on healthcare service delivery. This is the first literature review carried out to understand the impact of MCPS on the nine dimensions of healthcare service delivery proposed by WHO. This study provides improved thematic awareness of the resulting body of knowledge, allowing the field of MCPS and healthcare service delivery to progress in a more informed and multidisciplinary manner.

Last-mile delivery is associated with a negative environmental impact and high costs. The purpose of this paper is to develop an approach to designing stationary parcel locker (SPL) networks while minimizing both CO₂ equivalent (CO₂e) emissions and costs during delivery and pick-up.

This study uses a multinomial logit model to evaluate recipients' willingness to use SPLs based on their availability at home and travel distance. To determine optimal SPL locations, this study formulates a mixed-integer linear programming model.

The empirical study of different regional clusters reveals that optimal SPL locations can generate cost savings of up to 11.0%. SPLs have a positive impact on total CO₂e emission savings in urban areas (i.e. up to 2.5%), but give rise to additional emissions (i.e. 4.6%) in less populated areas due to longer travel distances during the pick-up process.

This paper optimizes SPL locations and the ecological effect of SPLs by minimizing emissions and costs simultaneously. Furthermore, it extends existing discrete choice models by also including recipients' availability at home, increasing the accuracy of recipients' preferences. So far, the effect of SPLs has been studied for metropolitan areas only. A global logistics service provider shared a real dataset which allows us to study seven different regional clusters ranging from rural areas to large cities. Thus, this study contributes to the field of sustainable urban logistics.

The learning outcomes are as follows: to understand and examine the strategies that help platforms fight competition and manage networks; to analyse the role of platform governance in the management of the networks and partners’ trust; and to evaluate the strategic risks of disintermediation and multi-homing firms face while trying to sustain profits and capture value.

The case presents the dilemma faced by Deepinder Goyal, the young founder and CEO of Zomato in formulating the growth strategy for its food delivery platform, struggling to retain its market leadership position amid intensifying competition and other challenges during the COVID-19 pandemic. Zomato has become a public company with an IPO announced in mid of July 2021. Therefore, there is growing expectation for profitability among its shareholders and investors considering tailwinds of COVID-19 crisis, which have given the push towards adoption of food delivery among the customers. This has also resulted in increased competition in the industry. On other hand, there is growing dissatisfaction among its restaurant partners who have been hit hard by COVID-19 and struggling for survival. CEO Deepinder has to find how he will ensure the long-term growth for Zomato to tap the growing food delivery market in India and regain its restaurant partner’s trust.

The case is intended for post-graduate courses (MBA, PGDM) on digital business strategy or strategic management of technology-oriented businesses. The case can be used to understand the nature of competition and different strategies for platform-based businesses in the digital world. The case can also be used to study the role governance can play in efficient value creation and capture on the platform by the partner entities. Finally, the case also highlights how are platform businesses are coping with the Covid challenge. There are no specific prerequisites but knowledge on basic strategy concepts and platform business concepts will be good for better understanding. Level of difficulty is medium.

Teaching notes are available for educators only.

CSS 11: Strategy.

Crowdsourcing food delivery represents great potential for future development and expansion of the restaurant business. Accordingly, job performance and retention of delivery workers are critical for success. Therefore, this paper aims to investigate how to enhance crowdsourced delivery workers’ job performance and intent to continue working by applying the sociotechnical systems theory.

The data analysis was conducted using responses obtained from crowdsourced food delivery workers. A structural equation model was developed to verify the hypothesized relationships. To test the proposed moderating roles of a three-dimensional concept of social capital within the research model, multi-group analyses were implemented.

This study confirmed the significant relationships between crowdsourcing risks related to workers’ low job commitment and technical systems, attributing to reduced job performance and intent to continue working. Results documented that social systems including networks, trust and shared vision mitigated the negative impact of the perceived difficulty and complexity of technical systems and job performance.

Although technology has contributed significantly to the effectiveness of online food delivery, the literature has mainly focused on its benefits and has ignored the critical aspects derived from a virtual and technology-based workplace. This gap was addressed by verifying the important roles of social factors (networks, trust and shared visions) in reducing the negative impacts of technology-driven risks (perceived difficulty of task requirements and technology complexity) within the crowdsourcing food delivery context.

Last mile distribution is a crucial element of any supply chain network, and its complexity has challenged established practices and frameworks in the management literature. This is particularly evident when demand surges, as with recent lockdowns due to the COVID-19 pandemic and subsequent demand for home delivery services. Given the importance of this critical component, this study recommends horizontal collaboration as a possible solution for retailers seeking to improve the quality of their services.

This study investigates whether horizontal collaboration should be considered as an option for faster and greener distribution of groceries ordered online. Using the United Kingdom and Greek grocery markets that differ in terms of online grocery penetration, distribution network structure and delivery times, the study discusses how the effectiveness of pooling resources can create positive spillover effects for consumers, businesses and society.

Despite their differences, both markets indicate the need for horizontal collaboration in the highly topical issue of last mile delivery.

Taking a theoretical and practical view in cases of disruption and constant pressure in last mile distribution, horizontal collaboration supports retailers to coordinate routes, increase fleet and vehicle utilisation, reduce traffic and carbon emissions while improving customer satisfaction.

In recent times, due to rapid urbanization and the expansion of the E-commerce industry, drone delivery has become a point of interest for many researchers and industry practitioners. Several factors are directly or indirectly responsible for adopting drone delivery, such as customer expectations, delivery urgency and flexibility to name a few. As the traditional mode of delivery has some potential drawbacks to deliver medical supplies in both rural and urban settings, unmanned aerial vehicles can be considered as an alternative to overcome the difficulties. For this reason, drones are incorporated in the healthcare supply chain to transport lifesaving essential medicine or blood within a very short time. However, since there are numerous types of drones with varying characteristics such as flight distance, payload-carrying capacity, battery power, etc., selecting an optimal drone for a particular scenario becomes a major challenge for the decision-makers. To fill this void, a decision support model has been developed to select an optimal drone for two specific scenarios related to medical supplies delivery.

The authors proposed a methodology that incorporates graph theory and matrix approach (GTMA) to select an optimal drone for two specific scenarios related to medical supplies delivery at (1) urban areas and (2) rural/remote areas based on a set of criteria and sub-criteria critical for successful drone implementation.

The findings of this study indicate that drones equipped with payload handling capacity and package handling flexibility get more preference in urban region scenarios. In contrast, drones with longer flight distances are prioritized most often for disaster case scenarios where the road communication system is either destroyed or inaccessible.

The methodology formulated in this paper has implications in both academic and industrial settings. This study addresses critical gaps in the existing literature by formulating a mathematical model to find the most suitable drone for a specific scenario based on its criteria and sub-criteria rather than considering a fleet of drones is always at one's disposal.

This research will serve as a guideline for the practitioners to select the optimal drone in different scenarios related to medical supplies delivery.

The proposed methodology incorporates GTMA to assist decision-makers in order to appropriately choose a particular drone based on its characteristics crucial for that scenario.

This research will serve as a guideline for the practitioners to select the optimal drone in different scenarios related to medical supplies delivery.