This paper investigates the impact of delivery performance on future customer orders for an on-demand meal delivery service platform. We also identify factors (e.g., delivery driver's local area knowledge and experience) that can affect delivery performance. Using our results, we illustrate how one can develop an order assignment policy that can help a platform to increase future customer orders.
*joint work with Wenzheng Mao, Liu Ming, Ying Rong and Huan Zheng