Value Creation for Stakeholders in the Implementation of “Last Mile” Deliveries in Cities

Developing of e-commerce services market and increasing volume of parcels is one of the biggest challenges in the field of order execution and “last mile” logistics. Ensuring the highest quality of services and comfort for the customer of the B2C market has an impact not only on the quality of the entire logistics process, but also on the image of service providers. Consumers are increasingly paying attention not only to product price, time, and cost of delivery. An increasingly important role plays the aesthetics of the shipment itself, the declared date of delivery, completeness of the package, driver’s behavior, flexibility of delivery, or ease of picking up the ordered goods. The aim of the discussion is to indicate how to create value for stakeholders and supply chain participants by implementing a new business model supporting the “last mile” delivery of goods in the cities. The research was based on the project of an “open” network management system “delivery box” allowing access to the infrastructure for many service providers. The results of the conducted pilot studies allow to distinguish the preferences of customers in terms of the service of the “last mile”, but also possible problems and barriers to the implementation of a new business concept.