UNDERSTANDING THE LAST MILE LOCKER DELIVERY BUSINESS FROM A SYSTEMATIC LITERATURE REVIEW

Objective: we sought to identify the difficulties highlighted by researchers in the literature to structure the locker business in the last mile.Methodology: A systematic review of the literature was carried out in the Scopus and Web of Science databases, analyzing 73 articles, and identifying 19 factors (problems) related to the locker business in the last mile. Originality: as studies on the topic focus on specific factors, this article stands out for its systemic analysis of the structuring of the locker business in the last mile.Main results: the association of the factors identified in three categories of problems, relating the factors to the delivery process, the distribution network or consumer behavior, allows a better understanding of the business.Theoretical contributions: the factors that hinder the structuring of the lockers business in the last mile were associated with at least one category, which leads to a broad view of the business, process and structure, to define business and innovation strategies. Social/Management Contributions: People need their orders and companies want their products delivered. The locker soon became an interesting delivery modality for e-commerce, as it overcomes dependence on someone to receive or deliver orders, bringing a model of self-service and out-of -home delivery.