Designing crowdsourced delivery systems: The effect of driver disclosure and ethnic similarity

• Published in: Journal of operations management Vol. 60; no. 1; pp. 19 - 33
• Main Authors: Ta, Ha, Esper, Terry L., Hofer, Adriana Rossiter
• Format: Journal Article
• Language: English
• Published: Chicago Elsevier B.V 01.05.2018; Wiley Subscription Services, Inc
• Subjects: Attitudes; Crowdsourcing; Crowsourced delivery; Customer services; Customers; Delivery services; Design; Disclosure; Ethnicity; New technology; Service design; Sharing economy; Similarity; Social factors; Technology management; Crowsourced delivery; Technology management; Ethnicity; Sharing economy; Service design

Crowdsourced delivery is a service operations model that has proliferated in recent years, bringing unique opportunities and challenges to online retail operations. In particular, new technology enabled features, such as the disclosure of delivery drivers' identities, introduce a social dimensi...