Connecting the dots: investigating the relationships between customer preferences, innovation and last-mile delivery adoption: a mediated model

Author First name, Last name, Institution

Mohammad A. K Alsmairat, American University in the Emirates
Jose Arturo Garza-Reyes, University of Derby; Graphic Era University
Nadia Dahmani, Zayed University
Hamzah Elrehail, University of Sharjah

Document Type

Article

Source of Publication

Supply Chain Forum an International Journal

Publication Date

1-23-2025

Abstract

This study investigates the relationship between customer preferences, innovation, and last-mile delivery (LMD). Particularly, it examines the significant roles and relationships among delivery pricing, flexible delivery preferences, delivery tracking, visibility, and innovative delivery options. The mediating role of innovative delivery options between customer preferences and LMD adoption is also studied. Thus, the authors carried out a survey of 1,100 customers in the Middle East. Data was analysed using partial least squares structural equations modelling (PLS-SEM). The results indicated a significant direct relationship between flexible delivery preferences, delivery tracking, visibility, and innovative delivery options. Furthermore, LMD is directly influenced by innovative delivery options. The role of innovative delivery options between flexible delivery preferences, delivery tracking, visibility, and LMD is also proven. The combined effects of customer preferences and innovation on LMD adoption are investigated in this study, which contributes to further development in this field. This highlights the sometimes-overlooked mediating role of creative delivery techniques, arguing that LMD adoption is accelerated by customer-driven innovation. Significantly, this research suggests that direct input from consumers is instrumental in shaping and honing delivery service innovations, markedly improving the efficiency and adoption of LMD.

DOI Link

10.1080/16258312.2025.2452148

ISSN

1625-6039

Publisher

Informa UK Limited

Volume

ahead-of-print

Issue

ahead-of-print

First Page

1

Last Page

15

Disciplines

Business

Keywords

Customer preferences, Innovation, Last-mile delivery, Delivery tracking, Flexible delivery options

Recommended Citation

Alsmairat, Mohammad A. K; Garza-Reyes, Jose Arturo; Dahmani, Nadia; and Elrehail, Hamzah, "Connecting the dots: investigating the relationships between customer preferences, innovation and last-mile delivery adoption: a mediated model" (2025). All Works. 7033.
https://zuscholars.zu.ac.ae/works/7033

Indexed in Scopus

no

Open Access

no