---
res:
  bibo_abstract:
  - "                  Online customers’ journeys span several touchpoints, which
    typically do not involve any interpersonal interactions with online retailers—except
    at the moment of delivery (MoD). When retailers use third-party courier services
    to fulfill orders, they relinquish control over this critical, last-mile touchpoint,
    possibly to their detriment. An analysis of over 35,000 reviews shows that a negative
    MoD experience can trigger ripple effects through detrimental word of mouth (WOM).
    To regain control, retailers might adopt vertical integration or inoculation.
    Across four experimental studies, the current research examines how courier type
    (proprietary vs. third-party) affects consumers’ WOM in response to positive and
    negative MoD experiences and how inoculation messages can reduce customers’ susceptibility
    to adverse effects of negative MoD experiences. A single-paper meta-analysis affirms
    that third-party couriers buffer the detrimental effects of negative MoD experiences,
    but positive MoD experiences benefit only established retailers handling last-mile
    delivery themselves. Inoculation messages can also increase customer resilience
    to last-mile failures by mitigating the adverse effects of negative MoD experiences
    on WOM. This research highlights couriers’ crucial role as key actors in the MoD
    and clarifies the effects of MoD experiences for online retailers, emphasizing
    the need to consider both couriers and preemptive measures.\r\n                @eng"
  bibo_authorlist:
  - foaf_Person:
      foaf_givenName: Christopher
      foaf_name: Funke, Christopher
      foaf_surname: Funke
  - foaf_Person:
      foaf_givenName: Gianfranco
      foaf_name: Walsh, Gianfranco
      foaf_surname: Walsh
  - foaf_Person:
      foaf_givenName: Tobias
      foaf_name: Schäfers, Tobias
      foaf_surname: Schäfers
      foaf_workInfoHomepage: http://www.librecat.org/personId=253685
    orcid: 0000-0002-2533-335X
  bibo_doi: 10.1177/10946705261464334
  dct_date: 2026^xs_gYear
  dct_isPartOf:
  - http://id.crossref.org/issn/1094-6705
  - http://id.crossref.org/issn/1552-7379
  dct_language: eng
  dct_publisher: SAGE Publications@
  dct_title: 'The Moment of Delivery in Online Retailing: How Courier Types and Inoculation
    Messages Affect Reactions to the Last-Mile Experience@'
...