Beware of the customer: Managing customer deviance in last mile logistics

Kathrin Mayr; Richard Heininger; Christoph Teller; Christian Stary

doi:10.1016/j.ijpe.2025.109796

Beware of the customer: Managing customer deviance in last mile logistics

Kathrin Mayr^*
, Richard Heininger
, Christoph Teller
, Christian Stary

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

Original language	English
Article number	109796
Number of pages	19
Journal	International Journal of Production Economics
Volume	289
Early online date	10 Sept 2025
DOIs	https://doi.org/10.1016/j.ijpe.2025.109796
Publication status	Published - Nov 2025

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 16 Peace, Justice and Strong Institutions

Fields of science

502052 Business administration
502050 Business informatics

JKU Focus areas

Sustainable Development: Responsible Technologies and Management
Digital Transformation

Access to Document

10.1016/j.ijpe.2025.109796

Cite this

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title = "Beware of the customer: Managing customer deviance in last mile logistics",

keywords = "Customer deviance, Design science, Intelligent digital process twin, Logistics service quality",

author = "Kathrin Mayr and Richard Heininger and Christoph Teller and Christian Stary",

note = "Publisher Copyright: {\textcopyright} 2025 The Authors",

year = "2025",

month = nov,

doi = "10.1016/j.ijpe.2025.109796",

language = "English",

volume = "289",

journal = "International Journal of Production Economics",

issn = "0925-5273",

publisher = "Elsevier",

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T2 - Managing customer deviance in last mile logistics

AU - Mayr, Kathrin

AU - Heininger, Richard

AU - Teller, Christoph

AU - Stary, Christian

PY - 2025/11

Y1 - 2025/11

KW - Customer deviance

KW - Design science

KW - Intelligent digital process twin

KW - Logistics service quality

U2 - 10.1016/j.ijpe.2025.109796

DO - 10.1016/j.ijpe.2025.109796

M3 - Article

AN - SCOPUS:105015884204

SN - 0925-5273

VL - 289

JO - International Journal of Production Economics

JF - International Journal of Production Economics

M1 - 109796

ER -