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Last Mile Logistics Innovations in the Courier-Express-Parcel Sector Due to the COVID-19 Pandemic

Author

Listed:
  • Łukasz Sułkowski

    (Faculty of Management and Social Communication, Department of Management of Higher Education Institutions, Jagiellonian University, 30-348 Cracow, Poland)

  • Katarzyna Kolasińska-Morawska

    (Department of International Management, Cracow University of Economics Management Institute, 31-510 Cracow, Poland)

  • Marta Brzozowska

    (Faculty of Law and Social Sciences, Department of Management, Jan Kochanowski University of Kielce, 25-369 Kielce, Poland)

  • Paweł Morawski

    (Faculty of Organization and Management, Lodz University of Technology, 90-924 Lodz, Poland)

  • Tomasz Schroeder

    (Department of International Management, Cracow University of Economics Management Institute, 31-510 Cracow, Poland)

Abstract

The development of the e-commerce market worldwide, which was already dynamic, was accelerated by the SARS-CoV-2 virus. Millions of incoming orders required analogue support from the CEP sector (courier-express-parcels sector) to provide the desired “customer experience”. In the context of whether the habit of shopping in virtual reality will become permanent, it is worth considering what shape the logistics services will take in the last mile after the pandemic? Or, will customers return to shopping in the real world? A subject for these considerations was an analysis of the impact of the SARS-CoV-2 virus pandemic on the technologization of last mile logistics services, resulting in an increase in the level of “customer experience”, with Poland as an example. The research methods used were participant observations and critical analysis of collected materials. The obtained results made it possible to conduct a descriptive and explanatory nomothetic study based on an Internet questionnaire. The authors formulated a diagnosis about the possibilities of using the potential of customer experience for the development of enterprises based on technologization of last mile deliveries. The recommendations can be used by scientists and managers in the CEP industry to redefine business models based on the technology of logistics customer service processes.

Suggested Citation

  • Łukasz Sułkowski & Katarzyna Kolasińska-Morawska & Marta Brzozowska & Paweł Morawski & Tomasz Schroeder, 2022. "Last Mile Logistics Innovations in the Courier-Express-Parcel Sector Due to the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(13), pages 1-25, July.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:13:p:8207-:d:856275
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    References listed on IDEAS

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    Cited by:

    1. Yuen, Kum Fai & Cai, Lanhui & Wee, Shaun Chuin Kit & Wang, Xueqin, 2024. "Pandemic-driven acceptance of urban drone deliveries," Transport Policy, Elsevier, vol. 146(C), pages 356-370.
    2. Małgorzata Markowska & Jakub Marcinkowski, 2022. "Rural E-Customers’ Preferences for Last Mile Delivery: Evidence from Poland," Energies, MDPI, vol. 15(22), pages 1-15, November.
    3. Vijoleta Vrhovac & Stana Vasić & Stevan Milisavljević & Branislav Dudić & Peter Štarchoň & Marina Žižakov, 2023. "Measuring E-Commerce User Experience in the Last-Mile Delivery," Mathematics, MDPI, vol. 11(6), pages 1-21, March.
    4. Rinaldi, Marta & Bottani, Eleonora, 2023. "How did COVID-19 affect logistics and supply chain processes? Immediate, short and medium-term evidence from some industrial fields of Italy," International Journal of Production Economics, Elsevier, vol. 262(C).
    5. Tomasz Rokicki & Piotr Bórawski & Aneta Bełdycka-Bórawska & András Szeberényi & Aleksandra Perkowska, 2022. "Changes in Logistics Activities in Poland as a Result of the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(16), pages 1-24, August.

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