The Impact of Crowdsourced Delivery on Customer Satisfaction: A Mixed Method Study

• In Event: LOGISTICS and TRANSPORTATION: Technology Solutions to Facilitate Logistics Operations

Abstract

Our research empirically investigates the impact of crowdsourced delivery on customer satisfaction as well as the mechanisms of the impact. Drawing on Expectation Confirmation Theory, our research employs a mixed-method approach (archival data, and netnography) across three studies to provide a comprehensive understanding of crowdsourced delivery from customer perspective.

Author

• ha ta, University of Arkansas