Title
E-commerce customer service a challenge for city logistics
Authors
[ 1 ] Wydział Zarządzania i Dowodzenia, Akademia Sztuki Wojennej | [ P ] employee
Scientific discipline (Law 2.0)
Year of publication
2024
Article type
scientific article
Publication language
english
Keywords
EN
- Customer service
- City logistics
- New technologies
- E-commerce
- Development
PL
- E-konsumenci
- Handel elektroniczny
- Innowacje
- Logistyka miejska
- Obsługa klienta
- Rozwój technologii
Abstract
EN Purpose: The aim of the article was to analyse and attempt to determine the scale of the use of new technologies in e-commerce customer service and to present trends and challenges in this area in city logistics. In addition, the article characterises the development of the e-commerce market between 2020 and 2023 and introduces the silhouette of the e-commerce customer. Design/methodology/approach: A literature analysis, case studies and empirical data from industry reports and self-observation were used to develop the article. Findings: The research concluded that new technologies are now an integral part of the e-commerce customer experience. Trends accompanying e-commerce in relation to city logistics, according to the author, are increased demand for ‘last mile’ delivery, green logistics and sustainable transport, automation and robotisation, flexible delivery models (crowdsourcing) and personalisation of services. Challenges facing modern urban logistics are the increasing demands of consumers, the complexity of delivery in ‘last mile logistics’, the need to adapt urban infrastructure to the changing environment, and environmental and regulatory constraints. Research limitations/implications: The data collected and presented in the article on the development of e-commerce in Poland and globally covers the years 2020-2023. Practical implications: The solutions presented in the article can improve the efficiency of logistics processes, optimise urban infrastructure, introduce technological innovations and support sustainable urban development. Furthermore, the information can support both companies and local governments in responding to the growing challenges of e-commerce customer service. Social implications: The article can be used to improve the quality of life in cities, increase the availability of services, develop local markets and increase the awareness and involvement of residents in sustainable development activities. Originality/value: The value of the article stems from its interdisciplinary nature - combining topics related to logistics, technology, ecology and urban planning. Its audience can range from private sector professionals, public policy makers and academics working together on solutions for sustainable development and urban management in the context of e-commerce development.
Pages (from - to)
419 - 434
License type
CC BY (attribution alone)
Open Access Mode
open journal
Open Access Text Version
final published version
Release date
11.2024
Date of Open Access to the publication
at the time of publication
Ministry points / journal
70
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