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Online retailers widely use self-service parcel delivery as a solution to the last-mile logistics problems. The purpose of this paper is to investigate the factors that affect the consumer’s intention to use self-service parcel delivery service.

The authors integrate prior research and propose a comprehensive three-factor model. The study combines individual and situational factors and proposes a socialized factor.

This study found that location convenience, optimism, innovation, and the need for human interaction positively affect the consumer’s intention to avail of the self-service parcel delivery service. It also identifies that socialized factor positively influences the consumer’s intention to use self-service parcel delivery services.

The test results show that the explanatory power of the individual factors of the model is better than that of the situational factors. However, this does not imply that the situational factors cannot explain the consumer behavior well. Future studies should employ additional situational factors to explain the consumer behavior.

This study offers valuable theoretical and managerial implications. Delivery service providers should concentrate on their marketing force and customize their services for consumer groups who have specific individual characteristics, such as optimism and innovation.

Strengthening service interactions in the social factor and choosing optimal locations for self-service pickup machines are also essential for the expansion of the users’ population and enhancement of service experience.

The authors combined situational and individual factors, proposed a socialized factor, and presented the three-factor model of the consumer’s intention to use self-service parcel delivery service.

As retailers have increasingly embraced an omnichannel retailing strategy, explaining and predicting the helpfulness of online review should consider both online-based and offline-based reviews. The paper aims to discuss this issue.

Based on the signaling theory, this study intends to examine the impacts of review-related and reviewer-related signals on review helpfulness in the context of omnichannel retailing. The proposed research model and corresponding hypotheses were tested by using negative binomial regression.

The results shown that both review-related (review rating and review sentiment strength) and reviewer-related (reviewer real name and reviewer expertise) signals positively affect review helpfulness. Contrary to the authors’ expectations, review length negatively affects review helpfulness. Specifically, when the review submitted from an omnichannel retailer’s offline channel, the positive impacts of reviewer real name on review helpfulness will be stronger, and the positive impacts of reviewer expertise on review helpfulness will be weaker.

Unlike many previous studies tend to explore the antecedents of review helpfulness in a single-channel setting, the study examined the factors that affect review helpfulness in an omnichannel retailing context.