Appointment scheduling and routing optimization of attended home delivery system with random customer behavior.

•Customers’ “no-show” and random response are involved in appointment scheduling model.•A hybrid heuristic algorithm is used to solve the integrative model.•The proposed algorithms could lead to high-quality solutions.•Larger variances of the response time may contribute to the decrease of total cost.•Higher no-show probability of customers may contribute to the decrease of total cost.