Breda University of Applied Sciences Portal

Kozlowska, Anna

Vuckovic, Milena

Khan, Zaheer

Gebetsroither-Geringer, Ernst

Covato, Elisa

Martens, S

Sanz, Francisco

López-de-Ipiña González-de-Artaza, Diego

Peters-Anders, Jan

Schrenk, M

Popovich, T

Zeile, P

Elisei, P

Beyer, C

Ryser, J

Kaufmann, HR

Empowering urban transformation: the role of citizen observatories in inclusive and data-driven governance.

Vinkesteijn, J

Grip op recensies [1/3]: neprecensies en het recensiemodel.

Verheijen, L

Kazemier, Elles

Seelen, Corine

Asikainen, Eveliina

EAPRIL

Navigating dilemmas in designing digital open badges for sustainability teachers.

Mitas, O

Ondrej Mitas, 2025
…I need your opinion :)
Emotion effectiveness 
at Fort Sabina
Cultural and natural heritage
Intercept study Fort Sabina September 2024
• Emotion questionnaires 
• Skin conductance (emotional arousal) wearable recording 
• GPS 
Where do visitors go?
Fort Sabina
Emotional arousal
Fort Sabina
Emotion effectiveness
Fort Sabina
Emotion effectiveness
Fort Sabina
Emotion effectiveness
Fort Sabina
• 8 meter hexbin 
• >= 4 participants
• 8 meter hexbin 
• >= 6 participants
• 8 meter hexbin 
• >= 8 participants
• 10 meter hexbin 
• >= 6 participants
• 10 meter hexbin 
• >= 8 participants
• 12 meter hexbin 
• >= 6 participants
• 12 meter hexbin 
• >= 8 participants
• 12 meter hexbin 
• >= 4 participants
• 10 meter hexbin 
• >= 4 participants
• ondrejmitas@gmail.com 
• Science of Traveling Well on YouTube and Spotify


English

Emotion effectiveness at Fort Sabina.

Bevolo, M

Kentie, Peter

Eindhoven Placecinemaking.

Kokkinou, Alinda

Quak, H

Surcharges and Sustainability: Shaping Customer Choices and Satisfaction 
Submission Track: 1. Local/last mile pickup and delivery 
Authors:   
 Alinda Kokkinou, Academy for Built Environment and Logistics, Breda University of 
Applied Sciences, e-mail: Kokkinou.A@buas.nl 
 Hans Quak, Academy for Built Environment and Logistics, Breda University of Applied 
Sciences & TNO, e-mail: Quak.H@buas.nl 
Intention to submit a final paper: Yes 
Abstract text (491 words):  
Last mile delivery has a negative impact on the triple bottom line by being costly, polluting and 
generating congestion. One solution to alleviate the impact of last mile delivery is by activating 
consumers to participate in the delivery process and stimulating them to choose more 
sustainable delivery options. Nevertheless, online retailers are wary of such approaches, 
fearing that this will reduce consumer satisfaction and jeopardize their competitive position vis-
à-vis other online retailers and brick-and-mortar shops. We therefore applied the principles of 
engaged research (Mathiassen, 2017), using price justice theory (Xia et al., 2004) and the 
logistic principle of consolidation (Buldeo Rai et al., 2021; Kokkinou et al., 2024) to develop and 
test realistic interventions that could be implemented by retailers and logistic service providers 
in real life.  
A scenario-based approach was used to examine how consumers could be stimulated to 
choose more sustainable delivery alternatives, and what the impact on their satisfaction with 
the delivery options would be. An online survey was administered to students at a Dutch 
university of applied sciences. After a single reminder, and after removing responses with 
excessive missing data, 355 responses were obtained (a response rate of 10.1%). After receiving 
informed consent information, participants were told they were purchasing a pair of shoes,  
shown a shopping basket and asked to choose between delivery at home the next day, or 
waiting up to three days (Buldeo Rai et al., 2021; Kokkinou et al., 2024). Participants were 
randomly assigned to one of six conditions following a 2 (surcharge) x 3 (information) design. 
Under the surcharge conditions, participants either had to pay an E4.95 surcharge for delivery at 
home or not. Under the information conditions, participants either received a message 
containing generic information about last mile delivery, a message linking the surcharge to 
higher costs of last mile delivery, or a message linking the surcharge to sustainability. In addition 
to choice, we also recorded satisfaction with the service delivery options provided, perceived 
fairness, and expected logistics service quality (Barker & Brau, 2020), and attitude towards the 
environment (Chen, 2020).  
Using logistic regression, we found that a surcharge increased the likelihood that respondents 
would select next day delivery fifty-fold, while the message about sustainability increased the 
likelihood threefold. We did not find a moderating e ect of attitude towards the environment.  
Using linear regression and moderated mediation analysis (Hayes, 2018), we found that 
perceived fairness mediated the e ect of the surcharge on satisfaction. We did not find the 
same e ect for the message about sustainability, and no moderating e ect of attitude towards 
the environment.  
The study findings support the notion that it is possible to design interventions that will 
stimulate consumers to select more sustainable delivery options, without significantly a ecting 
their satisfaction. Interventions based on price (dis)incentives remain the most e ective when 
influencing consumer behavior in the last mile, and their potentially negative e ects can be 
mitigated through relevant communication. However, while less e ective, providing information 
about sustainability is also e ective.  
References 
Barker, J. M., & Brau, R. I. (2020). Shipping surcharges and LSQ: Pricing the last mile. 
International Journal of Physical Distribution & Logistics Management, 50(6), 667–691. 
https://doi.org/10.1108/IJPDLM-09-2019-0292 
Buldeo Rai, H., Broekaert, C., Verlinde, S., & Macharis, C. (2021). Sharing is caring: How non-
financial incentives drive sustainable e-commerce delivery. Transportation Research 
Part D: Transport and Environment, 93, 102794. 
https://doi.org/10.1016/j.trd.2021.102794 
Chen, M. (2020). The impacts of perceived moral obligation and sustainability self-identity on 
sustainability development: A theory of planned behavior purchase intention model of 
sustainability-labeled co ee and the moderating e ect of climate change skepticism. 
Business Strategy and the Environment, 29(6), 2404–2417. 
https://doi.org/10.1002/bse.2510 
Hayes, A. F. (2018). Introduction to mediation, moderation, and conditional process analysis: A 
regression-based approach (Second edition). Guilford Press. 
Kokkinou, A., Quak, H., Mitas, O., & Mandemakers, A. (2024). Should I wait or should I go? 
Encouraging customers to make the more sustainable delivery choice. Research in 
Transportation Economics, 103, 101388. https://doi.org/10.1016/j.retrec.2023.101388 
Mathiassen, L. (2017). Designing Engaged Scholarship: From Real-World Problems to Research 
Publications. Engaged Management ReView, 1(1). https://doi.org/10.28953/2375-
8643.1000 
Xia, L., Monroe, K. B., & Cox, J. L. (2004). The Price is Unfair! A Conceptual Framework of Price 
Fairness Perceptions. Journal of Marketing, 68(4), 1–15. 
https://doi.org/10.1509/jmkg.68.4.1.42733 
 


Surcharges and sustainability: shaping customer choices and satisfaction.

This study, through the concept of biophilia, examines how we can restore a ‘love of life’ in a world often characterised by rationalisation, destruction and alienation from self and nature. Specifically, we observe how outdoor adventures during travels might contribute to the development of biophilic feelings. To this end, we employed a hermeneutic phenomenological approach to analyse the narratives from nine participants in the UK, Germany and Serbia. The findings suggest that adventure activities in the outdoors foster the development of meaningful relationships with the self, other humans and non-human nature, all contributing to the enhancement of eudaimonic wellbeing. The study adds to the tourism literature by arguing that more biophilic and ecological approaches, hitherto underutilised in studying the benefits of tourism from a positive psychology perspective, might serve as a lens through which to explore meaningful social transformation in times of polycrises.</p

Not a member yet

Empowering urban transformation: the role of citizen observatories in inclusive and data-driven governance.

Grip op recensies [1/3]: neprecensies en het recensiemodel.

Navigating dilemmas in designing digital open badges for sustainability teachers.

Emotion effectiveness at Fort Sabina.

Eindhoven Placecinemaking.

Surcharges and sustainability: shaping customer choices and satisfaction.

Restoring 'love of life' through outdoor adventures : a biophilic approach.

Short story: chalk and blood.

Micro-fiction: Among the ants.

AVENUE

1,293

13,226