Drones are an emerging technology that promises numerous benefits for delivery services. As e-commerce evolves and citizens become more familiar with parcel delivery services to their homes, drone services could become an alternative for last-mile logistics service providers. However, the potential diffusion of drone services will also be influenced by the public opinion. This study addresses the issue of citizens' perceptions of drone delivery services and uses the Metropolitan Area of Lisbon as a case study. Data was collected though a survey and analysed using a clustering approach. Six citizen clusters were identified: the drone-service supporters, the concerned about the package, the concerned with legal aspects, the drone-service neutrals, the likely supporters, and the non-supporters. The clusters vary according to socio-economic characteristics and members’ current satisfaction with the home delivery services. Logistics stakeholders can use the results of this study to successfully introduce drones into their logistics systems and benefit from the added value to the public.

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Drone deliveries,Citizens perceptions,Consumers preferences,Logistics services,Drone service development,Clustering,Technology management

• Psicologia - Ciências Sociais
• Economia e Gestão - Ciências Sociais
• Ciências da Educação - Ciências Sociais
• Sociologia - Ciências Sociais
• Outras Ciências Sociais - Ciências Sociais