Exploring Expectations of an Unattended Delivery Service: A Case Study in Sweden

Abstract: Title: Exploring Expectations of an Unattended Delivery Service: A Case Study in Sweden Author: Mary Catherine Osman Supervisor: Daniel Hellström Purpose of Paper: The goal of this thesis is to better understand Swedish consumers’ expectations of an unattended delivery box system such as Nowaste’s E-drop. Methodology: This thesis answers its research question through a series of case studies in which a combination of qualitative methods was used. The thesis work contains ten separate cases representing each family. Semi-structured interviews were conducted with partially participant observations of the families’ homes and offices in order to create a deeper understanding for each family, their life, their needs and expectations therefore helping the author answer the research question. Results: Through the data and theory, three overarching expectations resulted. Swedish consumers, represented by ten case studies, expect that an unattended delivery box and system will fix problems with current shopping habits or options, fit seamlessly into their lives and have little to no learning curve involved. Value: This thesis was written with the goal of combining academia knowledge with industry practices. While studies have been conducted analyzing benefits for companies, there is little customer-centered knowledge on unattended delivery boxes. This thesis suggests value to both the academic and business worlds. This thesis attempts to give academics more understanding about customer expectation formation of a new service, specifically unattended delivery boxes. Swedish businesses can take the data yielded in this thesis to further the database about their market. Any business attempting to create or improve an unattended delivery service may gain a basic understanding of the expectations of such a service therefore being closer to providing their consumers with the best possible service.