Abstract
Partly due to the rapid expansion of electronic commerce market, the number of parcels to be delivered has been increasing. This also increases redelivery of parcels and causes traffic and environmental problems as well as a lack of truck drivers. In about 40 % of all redelivery cases, receivers are absent from home when expecting a redelivery. This is despite, among these 40 %, not few have designated this time. Therefore, modification of consumers’ attitudes and behaviour towards redelivery would lead to a reduction in the number of redeliveries and alleviate the problems. This paper investigates the change in the attitude of consumers caused by the provision of negative factual information about redelivery. Data obtained through a questionnaire survey on consumers’ attitudes towards redelivery are used. The possibility that the modification of the attitude could bring about a change in their behaviour is explored as well as the characteristics of consumers who are likely to modify their attitude. Furthermore, the paper examines the factors that determine the consumers’ attitude of relying on others to reduce the number of redelivery. Results show that the factual information is effective for improving the attitude, which, in turn, could encourage them to take action to reduce redelivery needs. It is also found out that female consumers and those aged from 10 or less to 50 are very likely to be positively influenced by the information. The attitude of leaving the responsibility of suppressing the redelivery to others is found to be derived from a lack of “redelivery problem recognition” and “appropriate understanding of logistics” as well as from having “negative feeling against logistics”. In addition, it is found that “dependence on automobiles” can relate to “negative feeling against logistics”, and that an absence of “social-orientedness” is related to “appropriate understanding of logistics”.
