E-consumer adoption of innovative last-mile logistics services : a comparison of behavioural models
Yuen, Kum Fai
Wong, Yiik Diew
Date of Issue2018
School of Civil and Environmental Engineering
This paper investigates consumers’ behavioural responses to innovative last-mile delivery services (self-collection as an example) in the emerging e-commerce market of Singapore. Anchored on theoretical insights from attitude theories and Diffusion of Innovation (DOI) theory, the mediating role of the e-consumers’ attitude between their beliefs and their behavioural intention is examined in three competing models. A total of 209 valid survey responses are collected and the data are analysed using Structural Equation Modelling (SEM). Our study suggests an irreplaceable mediating role of attitude in determining the desirability of innovative last-mile delivery services. In particular, a sense of relative advantage and compatibility should be communicated to e-consumers. With an inter-disciplinary effort to integrate consumers’ behaviour in the management of last-mile logistics service innovations, this study contributes to the theoretical synthesis of these two streams of research. It also represents a unique angle to manage e-consumers’ service concerns from the perceptual and the behavioural perspectives.
Consumer Adoption Behavior
Total Quality Management & Business Excellence
© 2018 Taylor & Francis. This is the author created version of a work that has been peer reviewed and accepted for publication by Total Quality Management & Business Excellence, Taylor & Francis. It incorporates referee’s comments but changes resulting from the publishing process, such as copyediting, structural formatting, may not be reflected in this document. The published version is available at: [http://dx.doi.org/10.1080/14783363.2018.1485484].