Track: e-Business/e-Service/e-Commerce
Abstract
Crowdsourced delivery is a potential solution for last-mile challenges. It requires a critical mass of both customers and couriers, whose expectations need to be matched. This proves to be difficult in developed countries, but might be easier in developing ones. Thus, the purpose of this paper is to investigate whether matching stakeholder expectations for crowdsourced local delivery is easier to achieve in developing than in developed countries. A framework with six expectations is designed and tested with an online survey conducted with potential customers and couriers in Sri Lanka and Germany. Results show that matching stakeholder expectations is easier in Sri Lanka than in Germany. Out of the six expectations, three were better aligned in Sri Lanka and three were equally well aligned.