Failed Deliveries in Last-Mile Logistics: A Taxonomy and Research Roadmap

Addressing delivery failure is essential for companies seeking to enhance performance and maintain a competitive edge. This article presents a comprehensive taxonomy of failed deliveries, offering managers a structured understanding of root causes and potential solutions. It also proposes a practical research roadmap, outlining key questions for advancing delivery failure management. Businesses can mitigate delivery failures by adopting a dual approach that combines proactive measures and corrective strategies. The article draws the attention of managers and decision makers to the development of new business models, process innovations, and leveraging technologies and artificial intelligence to minimize these issues. Furthermore, it provides actionable recommendations for tackling misrouted, undelivered, and unclaimed parcels, along with strategies for improving customer support.