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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

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  • de Kervenoael, Ronan
  • Schwob, Alexandre
  • Chandra, Careen

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.

Suggested Citation

  • de Kervenoael, Ronan & Schwob, Alexandre & Chandra, Careen, 2020. "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," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    • Handle: RePEc:eee:joreco:v:54:y:2020:i:c:s096969891930596x
    DOI: 10.1016/j.jretconser.2019.102016
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    5. Daniel Belanche & Marta Flavián & Alfredo Pérez-Rueda, 2020. "Mobile Apps Use and WOM in the Food Delivery Sector: The Role of Planned Behavior, Perceived Security and Customer Lifestyle Compatibility," Sustainability, MDPI, vol. 12(10), pages 1-21, May.
    6. Sarkar, Mitali & Dey, Bikash Koli & Ganguly, Baishakhi & Saxena, Neha & Yadav, Dharmendra & Sarkar, Biswajit, 2023. "The impact of information sharing and bullwhip effects on improving consumer services in dual-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    7. De Valon Tiphaine & Cegarra-Navarro Juan Gabriel & Garcia-Perez Alexeis & Martínez-Martínez Aurora, 2022. "Co-creating sustainable competitiveness in an unpredictable business reality," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 16(1), pages 47-58, August.

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