European Journal of Service Management

Customers using e-commerce expect fast delivery of ordered goods, including quick delivery of tangible goods. The fulfillment of this postulate requires proper organization of delivery of tangible goods purchased online and underlines the importance of the delivery phase in the e-commerce transaction process. The main aim of the article is to describe and to some extent also analyze the role of an adequate delivery phase organization in order to ensure a smooth e-commerce transaction process. In consequence the article assumes a hypothesis: ensuring an efficient organization of the delivery phase of material goods acquired online is an important factor supporting the rapid pace of e-commerce development. In order to achieve the assumed goal and prove the adopted hypothesis, the author presents issues connected with the essence of e-commerce, the role of transport and logistics in the e-commerce value creation chain and pursued delivery solutions in e-commerce, including the directions of their improvement and the observed co-evolution of e-commerce development and transport as well as used logistics solutions.