Failed Deliveries in Last-Mile Logistics: A Taxonomy and Research Roadmap
本文系统分析了最后一英里物流中配送失败的问题，提出了八类失败分类，并从理解原因、预防措施和纠正策略三个方向规划了研究路线图，对物流从业者和研究者有参考价值。
Delivery failure is a persistent challenge for stakeholders in last-mile logistics and a common experience for many customers. Motivated by the growing scale of parcel shipments and the detrimental outcomes of delivery failure, this paper presents a new perspective through a detailed analysis of failed deliveries and explores how effective strategies can contribute to addressing this critical issue. After highlighting the significance of the problem, we propose an extensive classification of failed deliveries across eight categories. We then identify several potential research opportunities by examining the delivery process, parcel journey, and emerging trends in the field, discussing them within three streams: (i) understanding the landscape and root causes of delivery failures, (ii) proactive and preventive measures to reduce such occurrences, and (iii) corrective and mitigation strategies to address failures when they arise. The transformative role of technology in overcoming delivery failure is underscored throughout the proposed roadmap.