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New Publication on Last-Mile Delivery in Online Retailing

The paper “Feeding the Nation—Dynamic Customer Contacting for E-Fulfillment in Times of Crisis” written by Jonas Schwamberger, Moritz Fleischmann, and Arne Strauss investigates proactive customer contacting by online retailers during a demand surge, such as in the COVID crisis. It shows how to employ proactive customer contacting as a means to tailor the allocation of scarce capacity. A key insight is that, for realistic data, the implicit price for protecting vulnerable customers is relatively low.

The paper is available in Service Science.

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