Out of the way, human! : understanding post-adoption of last-mile delivery robots

Lim, Xin-Jean (author), Chang, Jennifer Yee-Shan (author), Cheah, Jun-Hwa (author), Lim, Weng Marc (author), Kraus, Sascha (author), Dabić, Marina (author)

The pace of technological development is exceeding expectations and transforming the landscape of last-mile delivery. This study investigates how users' post-adoption behavior in using delivery robots is formed. Based on the task-technology fit (TTF) model, we present a research model that includes both direct and indirect factors that have been previously overlooked in the literature. We collected data from 550 users of delivery robots. Our structural equation modelling results show that two hedonic- (i.e., gratification and anthropomorphism) and three utilitarian- (i.e., service quality experience, delivery task requirements, and user-facing technology performance) driven factors predict perceived TTF in using delivery robots. Value-in-use and trust have sequential mediating effects that connect perceived TTF and service reuse likelihood and word-of-mouth recommendation. Our findings suggest ways to improve last-mile delivery robot strategies and provide practical implications for the industry.

• Language: English
• Keywords: delivery robot, last-mile delivery, task-technology fit model
• Work type: Article
• Typology: 1.01 - Original Scientific Article
• Organization: EF - School of Economics and Business
• Publication status: Published
• Publication version: Version of Record
• Year: 2024
• Number of pages: 15 str.
• Numbering: Vol. 201, article no. ǂ123242
• PID: 20.500.12556/RUL-168282
• UDC: 658.8
• ISSN on article: 0040-1625
• DOI: 10.1016/j.techfore.2024.123242
• COBISS.SI-ID: 184132355
• Publication date in RUL: 07.04.2025

Record is a part of a journal

• Title: Technological forecasting and social change
• Shortened title: Technol. forecast. soc. change
• Publisher: American Elsevier
• ISSN: 0040-1625
• COBISS.SI-ID: 318745

Licences

• License: CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
• Link: http://creativecommons.org/licenses/by-nc-nd/4.0/
• Description: The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.

Secondary language

• Language: Slovenian
• Keywords: organizacija, digitalizacija, družbeni mediji

Projects

• Funder: ARIS - Slovenian Research and Innovation Agency
• Project number: P5-0441-2023
• Name: Regeneracija ekonomije in posla