Blame Attribution when Crowdsourced Delivery Fails: Consumer Perceptions in Tetradic Arrangements in Online Grocery Shopping

Seminar in presence
 

Building BL26 – Room 1.25 (first floor)
Department of Management, Economics and Industrial Engineering
Via R. Lambruschini 4/B, 20156 Milano

Annibal Sodero
Ohio State University, USA
 

Abstract:

Crowdsourced delivery of online grocery purchases takes place in a tetradic arrangement, where a consumer purchases grocery made available by a retailer; a worker performs the physical tasks of picking the purchase order, selecting substitutes whenever necessary, and delivering the order, while a crowdsourcing platform coordinates the grocery purchase and the delivery, while exchanging information with both consumer and a worker. This study investigates to whom the consumer attributes blame whenever a failure occurs in a service encounter involving all four entities. Results shed light on design and execution of crowdsourced delivery of online grocery purchases.

Annibal Sodero (PhD Arizona State University) is Assistant Professor of Logistics at The Ohio State University. His research focuses on digital transformation in logistics and supply chain management and has been published in the Journal of Business Logistics, Journal of Operations Management, Decision Sciences, International Journal of Physical Distribution and Logistics Management, and others. Prior to joining academia, he was the CEO and founder of a high-technology company serving third-party logistics providers in Latin America.

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