Value creation in parcel delivery: A systematic literature review and research agenda

Abstract

The rapid growth of e-commerce and urbanization has resulted in a significant increase in the demand for parcel delivery services. Consequently, firms must satisfy stakeholder demands while simultaneously maintaining operational efficiency and sustainability. This study examines value creation within the parcel delivery process by systematically reviewing 138 peer reviewed articles published between 2015 and August 2025 using PRISMA framework. The analysis identifies six core value criteria (economies of scale, learning economies, innovation capabilities, management capabilities, social and environmental aspects) and maps them across the stages of parcel delivery process. Findings highlight significant knowledge gaps in areas such as cargo security, customer decision-making, delivery personnel well-being, and environmental concerns. It calls for sustainable, innovative, and eco-friendly solutions, emphasizing emerging technologies including artificial intelligence, machine learning, digital twin, and the Internet of Things. By integrating these criteria into a structured framework, the study offers actionable insights for designing parcel delivery strategies that are operationally efficient, environmentally responsible, and socially beneficial.