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.

, , , ,
hdl.handle.net/1765/137109
ERIM Report Series Research in Management
ERIM report series research in management Erasmus Research Institute of Management
Erasmus Research Institute of Management

Wassmuth, K, Köhler, C, Agatz, N.A.H, & Fleischmann, M. (2022). Demand Management for Attended Home Delivery – A Literature Review (No. ERS-2022-002-LIS). ERIM report series research in management Erasmus Research Institute of Management. Retrieved from http://hdl.handle.net/1765/137109