...John Olsson; Daniel Hellström; Yulia Vakulenko Purpose The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience...

... logistics service environment are needed. Originality/value The review serves as a call for more attention to customer service issues within leading logistics journals. Suggestions for research into new and emerging topics are offered. Customer experience Customer service E-commerce Online...