Parcel self-collection for urban last-mile deliveries: A review and research agenda with a dual operations-consumer perspective

Self-collection concepts, such as collection and delivery points and parcel lockers, have been commonly deployed. These concepts rely on consumers’ efforts to carry out Last-Mile Delivery (LMD) tasks and consequently relieve both operators’ financial and sustainability pressures. Since the success of these self-collection operations involves both the operators’ planning perspectives and consumers’ participation, it is essential to jointly consider both aspects. However, existing research has largely overlooked the required synergies between the underlying consumer research and operations management studies. This paper aims to provide a review of related literature and subsequently propose a dual-perspective framework that bridges the gap. Specifically, systematic reviews on LMD self-collection consumer research and operations management studies are first conducted. The review highlights the research-to-practice gap that exists in consumer research as well as the need for improved modelling of consumer behaviours in operational models. This study then argues that an integrated approach that encompasses both viewpoints is needed. It is an approach that proactively optimises consumer demands through operational decisions supported by the connection between consumer behaviours and operational characteristics. For successful implementations of the proposed approach, specific research topics and directions are explicitly discussed.