The four facets of self-collection service for e-commerce delivery: Conceptualisation and latent class analysis of user segments
作者：
Highlights：
• Self-collection service is conceptualised as a service innovation, an empowerment tool, a green initiative, and a value-based experience.
• Five latent segments of self-collection service are identified.
• From largest to smallest, the segments are the Patrons (34%), the Traditionalists (25%), the Self-enhancers (17%), the Green-lovers (15%) and the Haters (9%).
• Innovative features are “intimidating” rather than attractive for self-collection users.
• The self-enhancement value orientation is a strong intrinsic motivator for consumers’ adoption of self-collection.
• Green features of self-collection services hold great potentials for further development.
摘要
•Self-collection service is conceptualised as a service innovation, an empowerment tool, a green initiative, and a value-based experience.•Five latent segments of self-collection service are identified.•From largest to smallest, the segments are the Patrons (34%), the Traditionalists (25%), the Self-enhancers (17%), the Green-lovers (15%) and the Haters (9%).•Innovative features are “intimidating” rather than attractive for self-collection users.•The self-enhancement value orientation is a strong intrinsic motivator for consumers’ adoption of self-collection.•Green features of self-collection services hold great potentials for further development.
论文关键词：E-commerce,Last-mile logistics,Value co-creation,Market segmentation,Latent class analysis
论文评审过程：Received 9 December 2018, Revised 30 July 2019, Accepted 4 September 2019, Available online 30 October 2019, Version of Record 2 December 2019.
论文官网地址：https://doi.org/10.1016/j.elerap.2019.100896
