E-Consumers Perceptions towards Retail Delivery Fees in the US - Webinar

As online shopping is driving last-mile operations, the impacts of e-commerce deliveries have prompted some U.S. states to implement a retail delivery fee. This study explores how such fees influence consumer behavior. A national survey was used to examine the determinants of consumers’ behavioral intentions to continue shopping online when faced with a delivery fee. Results indicate that perceived fairness is the strongest driver of behavioral intention, cost sensitivity discourages online shopping, and environmental awareness has no effect on continuous engagement. Further analysis contextualizes attitudes towards the fee, revealing concerns about trust, potential inequities, externalities, and unintended consequences. Findings offer empirical evidence to inform public policy and retailer strategies aimed at fostering sustainable e-commerce logistics while maintaining consumer satisfaction.

Dr. Amaya is Assistant Professor in the Department of Supply Chain & Information Systems at Pennsylvania State University. She studies the impacts of policies on complex logistics systems from the perspective of multiple stakeholders with the purpose of having more efficient and sustainable operations. Two systems are of particular interest: disaster response logistics and urban logistics. Besides actively participating in projects and panels sponsored by diverse agencies in the US and Latin America, she currently serves as President of the College of Humanitarian Operations and Crisis Management (HOCM) at the Production and Operations Management Society (POMS).

Johanna Amaya

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Host or Publisher Italian Round Table Council of Supply Chain Management Professionals