Demand Management for Attended Home Delivery – A Literature Review

34 Pages Posted: 15 Mar 2022 Last revised: 6 Dec 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: November 30, 2022

Abstract

Given the continuing e-commerce boom, the design of efficient and effective home delivery services is increasingly relevant. From a logistics perspective, attended home delivery, which requires the customer to be present when the purchased goods are delivered, is particularly challenging. To facilitate the delivery, the service provider and the customer typically agree on a specific time window for service. In designing the service offering, service providers face complex trade-offs between customer preferences and profitable service execution. In this paper, we map these trade-offs to different planning levels and demand management levers, and structure and synthesize corresponding literature according to different demand management decisions. Finally, we highlight research gaps and future research directions and discuss the linkage of the different planning levels.

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 (November 30, 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 )

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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