Purpose-This paper aims to show that current Industry 4.0 maturity models primarily focus on manufacturing processes. Until now, research has been lacking with regard to outbound logistics, that is, the delivery process. This paper develops such a model. Design/methodology/approach-Methodologically, this paper is grounded in design science research (DSR) and rigorously follows the model development guidelines presented by De Bruin et al. (2005). This work builds on current maturity models and original empirical research to populate and test the model. Findings-The model appears to be applicable to describing the status quo of the digitization efforts in outbound logistics, developing a corporate vision for delivery logistics excellence and providing guidance on the development path. Research limitations/implications-Thus far, the model has been applied only for a development stakeholder. For further validation, the authors are currently working on additional case studies to demonstrate the model's applicability. Practical implications-The developed model provides guidance for the digitization of an important value-adding activity in supply chain management: the delivery process. Originality/value-To the authors' knowledge, the proposed model is the first to explicitly consider the delivery process; therefore, it complements available approaches that focus on the manufacturing process. Moreover, the results show that the widely used Supply Chain Operations Reference model can serve as the basis for additional process maturity models.

Maturity models (MMs) enable users to identify the need for change and to derive the necessary measures to accompany the change process. Existing literature reviews indicate that the number of available models has increased sharply in recent years. At the same time, it is found that the number of model applications does not keep up with the pace of development. Against the background of the current digitization trend, this article empirically investigates which models are actually used in business practice. We find that the degree of application is very low. Moreover, we also examine user-related model requirements, reasons for employing MMs, and the purpose of using MMs, which can support the user-centered development of future MMs.

Mail-ordering, particularly on the internet, has continually grown in importance over the last few years. This trend is expected to continue with no apparent end in sight. Liberal return policies have significantly contributed to this development by strengthening trust in both the individual retailers and the sales channel in general, but they do come at a price. This article is the first to systematically analyze the relation between the rate of returns and the associated costs. A circular model for the sales and returns process reveals a disproportionate relation between the two, which is further amplified once depreciation is considered. The model may serve decision-makers as an easy-to-use tool to systematically evaluate preventive returns management measures such as avoidance and gatekeeping.

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