The role of performance expectancy in crowd logistics adoption: a systematic literature review

Abstract

-The fast development of e-commerce has increased the complexity of the last-mile delivery (LMD), which has sparked interest in new solutions such as crowd logistics (CL). Although the Unified Theory of Acceptance and Use of Technology (UTAUT) recognize Performance Expectancy (PE) as the most powerful predictor of technology adoption, its features and impact in the context of the CL are still disjointed and under-researched. This paper fills this gap by performing a systematic literature review (SLR) of 27 peer-reviewed articles to summarize the key features of PE and assess their influence on consumer intention to use CL. The results revealed that PE has a direct and significant impact on CL adoption. Further analysis revealed five attributes of PE, including Cost-Effectiveness, Flexibility/Convenience, Reliability/Trust, Sustainability, and Speed/Timesaving. Most referred attributes within literature were Flexibility/Convenience and speed/timesaving, but the beneficial effect of these main attributes are fully dependent on the underlying level of trust and reliability. The study contributes theoretically by unpacking PE into a hierarchy of key attributes that explain how consumers evaluate performance in CL. In practice, it offers important lessons to platform developers and researchers, highlighting that encouraging speed and cost-saving is not enough without initially establishing transparent and reliable systems to ensure service integrity.