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

Delivery failure is a persistent challenge for stakeholders in last-mile logistics and a common experience for many customers. Motivated by the growing scale of parcel shipments and the detrimental outcomes of delivery failure, this paper presents a new perspective through a detailed analysis of failed deliveries and explores how effective strategies can contribute to addressing this critical issue. After highlighting the significance of the problem, we propose an extensive classification of failed deliveries across eight categories. We then identify several potential research opportunities by examining the delivery process, parcel journey, and emerging trends in the field, discussing them within three streams: (i) understanding the landscape and root causes of delivery failures, (ii) proactive and preventive measures to reduce such occurrences, and (iii) corrective and mitigation strategies to address failures when they arise. The transformative role of technology in overcoming delivery failure is underscored throughout the proposed roadmap.