Demand Management for Attended Home Delivery – A Literature Review

31 Pages Posted: 15 Mar 2022

See all articles by Katrin Waßmuth

Katrin Waßmuth

University of Mannheim, Business School

Charlotte Köhler

Free University of Berlin (FUB)

Niels Agatz

Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM)

Moritz Fleischmann

University of Mannheim, Business School

Date Written: March 11, 2022

Abstract

Given the continuing e-commerce boom, home delivery services are becoming increasingly important. From a logistics perspective, attended home deliveries, which require the customer to be present when the purchased goods are delivered, are particularly challenging. To facilitate the delivery, the service provider and the customer typically agree on a specific time window. This step involves the customer directly in the service creation process. In designing the service offering, service providers thus face complex trade-offs between customer preferences and the efficiency of service execution. In this paper, we review these trade-offs and the corresponding literature, focusing on prescriptive analytics, for the case of attended home delivery. We develop a framework organized around different planning levels and demand management levers. Based on this framework, we review available models in the academic literature and discuss research gaps and future research directions.

Keywords: logistics, last-mile operations, attended home delivery, demand management, planning framework

Suggested Citation

Waßmuth, Katrin and Köhler, Charlotte and Agatz, Niels A.H. and Fleischmann, Moritz, Demand Management for Attended Home Delivery – A Literature Review (March 11, 2022). ERIM Report Series Reference Forthcoming, Available at SSRN: https://ssrn.com/abstract=4055952 or http://dx.doi.org/10.2139/ssrn.4055952

Katrin Waßmuth (Contact Author)

University of Mannheim, Business School ( email )

University of Mannheim
Schloss
Mannheim, 68131
Germany

Charlotte Köhler

Free University of Berlin (FUB)

Van't-Hoff-Str. 8
Berlin, Berlin 14195
Germany

Niels A.H. Agatz

Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM) ( email )

P.O. Box 1738
Room T08-21
3000 DR Rotterdam, 3000 DR
Netherlands

Moritz Fleischmann

University of Mannheim, Business School ( email )

University of Mannheim
P.O. Box 10 34 62
Mannheim, 68131
Germany

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