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

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.

Changes in Logistics Activities in Poland as a Result of the COVID-19 Pandemic

“…The pandemic has also accelerated the trend towards widespread digitisation. On the other hand, the professionalisation of logistics customer service requires standardisation to ensure both the distinction of the company and the distinction of the services offered by the company [67]. In turn, standardisation enables the digitisation and automation of processes [68].…”

A literature review on the impact of the COVID-19 pandemic on consumer behaviour: implications for consumer-centric logistics

“…The integration of contactless technology in logistics is still in its nascent stage. Big data technology, cloud computing, blockchain and artificial intelligence (AI) will be used more broadly in logistics scenarios, altering consumer-provider interaction patterns (Sułkowski et al, 2022). As a result, we make the following proposition:…”

The impact of COVID‐19 on logistics and coping strategies: A literature review

“…Alibaba is the largest private logistics provider in China and the largest online Internet platform in China with the highest reputation for delivery quality (Cui et al, 2020). The growth of e‐commerce has been exacerbated by the impact of COVID‐19, which has led to a further increase in Internet purchases, and ‘last‐mile’ logistics has become even more important (Sułkowski et al, 2022; Viu‐Roig & Alvarez‐Palau, 2020). Last‐mile delivery projects have the largest influence on all e‐commerce enterprises, as they involve many new consumer touchpoints and pain points.…”