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Customers Like It Hot and Fast : Incorporating Customer Effects into the Meal Delivery Process

Title data

van Dun, Christopher ; Fehrer, Tobias ; Kratsch, Wolfgang ; Wolf, Nicholas:
Customers Like It Hot and Fast : Incorporating Customer Effects into the Meal Delivery Process.
2020
Event: 28th European Conference on Information Systems (ECIS) , 15.-17. Juni 2020 , Marrakesh, Marocco.
(Conference item: Conference , Paper )

Official URL: Volltext

Abstract in another language

Delivering meal orders as fast as possible and the meal itself as hot as possible are the most important factors in the meal delivery process as they drive customer satisfaction. High customer satisfaction leads to loyal customers, implying a higher rate of recurring orders, in return. Existing approaches tackle the meal delivery process by taking a short-term perspective on a single optimization criterion (e.g. minimizing delivery costs). Still missing is an alternative perspective that also incorporates the long-term value contribution of individual customers. By neglecting this customer-centric perspective, frequent out-of-town located ordering customers might be disadvantaged as they are always served at the end of the route. To close this research gap, we propose a decision model (C2RG) that incorporates a long-term customer-centric view. Depending on differently short- and long-term preferences, the model can be appropriately customized. We observe a significant increase in a long-term factor, such as customer fairness by only slightly reducing short-term route performance. We instantiated a software prototype of the C2RG and evaluated it with real-world data of a local platform-to-consumer delivery service located in Germany. The results show the importance of considering a customer-centric long-term perspective in the meal delivery process.

Further data

Item Type: Conference item (Paper)
Refereed: Yes
Keywords: Vehicle Routing Problem; Meal Delivery Routing Process; Customer-Centricity; Decision Model; Routing Optimization
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professor Information Systems and Sustainable IT Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professor Information Systems Management and Strategic IT Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professor Information Systems Management and Strategic IT Management > Professor Information Systems Management and Strategic IT Management - Univ.-Prof. Dr. Nils Urbach
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Information Systems and Value-Based Business Process Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Information Systems and Value-Based Business Process Management > Chair Information Systems and Value-Based Business Process Management - Univ.-Prof. Dr. Maximilian Röglinger
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 22 Jun 2020 08:52
Last Modified: 22 Jun 2020 08:52
URI: https://eref.uni-bayreuth.de/id/eprint/55541