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Attended-collection-and-delivery points as supplementary service: A case study of a Swedish food retailer and its customers
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Management.
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Management.
2017 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

E-commerce has increased rapidly during the last years and this has impacted everyone involved in the value chain, all the way from the manufacturer to the consumer. The delivery of the products bought online is an important part of the purchase and a large proportion of the volume is handled via collection-and-delivery-points. Collection-and-delivery-points is a system where companies act as an agent for postal services to deliver parcels and mail to consumers. The rapid parcel volume increase has caused the collection-and-delivery-point service to become a larger part of the business even though it only is a supplementary service. This has in turn led to stores questioning and evaluating if this supplementary service is something they should provide over other activities.

 

The purpose of the study is to understand what it implies to have supplementary services as a part of the value proposition for grocery store owners. The aim of the study is to discuss and establish what value collection-and-delivery points bring to both the store owners and the customers. Furthermore, the aim is to generalize the insights to supplementary services in the retail industry. This is accomplished through interviews with store owners and a survey to 3500 customers.

 

The result shows that the main reasons to why stores are collection-and-delivery-point agents are the increased traffic they get and the additional customer value it provides.  The store owners are forced to rely on gut-feelings rather than facts as a support in the decision to provide collection-and-delivery point service or not. From a customer perspective, the customers do not prioritize the consumer values such as to do several errands at the same time. However, the customers are satisfied with the collection-and-delivery-points as a service and appreciate it more than several other alternative services that could be offered in the same area of the store. The survey also found that the lack of collection-and-delivery-point is a reason for customer to change their main store. The conclusion that could be drawn regarding supplementary services in the retail industry is that in context of the Business Model Canvas there are challenges in every aspect of the business model when a company adds a supplementary service to their value proposition.

Place, publisher, year, edition, pages
2017. , 96 p.
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:kth:diva-209262OAI: oai:DiVA.org:kth-209262DiVA: diva2:1111248
External cooperation
ICA Sverige AB
Educational program
Master of Science in Engineering - Industrial Engineering and Management
Supervisors
Examiners
Available from: 2017-07-11 Created: 2017-06-18 Last updated: 2017-07-11Bibliographically approved

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Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf