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

Fields of science

502052 Business administration
502050 Business informatics

JKU Focus areas

Sustainable Development: Responsible Technologies and Management
Digital Transformation

UN SDGs

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

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",

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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 -