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.
In: Proceedings of the 28th European Conference on Information Systems (ECIS). - Marrakech, Morocco , 2020

Official URL:

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:	Article in a book
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 Digital Energy 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 > Former Professors > 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 Business Administration XVII - Information Systems and Value-Based Business Process Management Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - 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 > Branch Business and Information Systems Engineering of Fraunhofer FIT Research Institutions > Affiliated Institutes > FIM Research Center for Information Management Faculties Faculties > Faculty of Law, Business and Economics Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Former Professors
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:	27 Sep 2023 12:45
URI:	https://eref.uni-bayreuth.de/id/eprint/55541