scholarly journals Industry 4.0 for Managing Logistic Service Providers Lifecycle

2019 ◽  
Vol 301 ◽  
pp. 00014
Author(s):  
Sunida Tiwong ◽  
Erwin Rauch ◽  
Zuzana Šoltysová ◽  
Sakgasem Ramingwong
Keyword(s):  
Customer Satisfaction ◽  
Real Time ◽  
Customer Service ◽  
Industry 4.0 ◽  
Service Providers ◽  
Big Data Analytics ◽  
Global Market ◽  
Life Assessment ◽  
Service Companies ◽  
Logistics Service

Industry 4.0 (I4.0) can be employed using so called smart information and smart technology to increase customer satisfaction in the global market. Logistics service companies apply I4.0 to create new services or to improve the process, e.g., real-time monitoring system, big data analytics, real-time customer service to keep customer royalty. The aim of this is to implement a new framework for the entire lifecycle of logistics service, i.e., design, test and operation, after sales service and end-of-life assessment. To create and redesign this new service we use Axiomatic Design (AD) to address customer requirements and to manage logistics operation at Logistics Service Providers. As a result, using I4.0 concepts, we can improve the logistics service. Managing the supply chain responsively and increasing customer satisfaction.

Marketing a technical business

2003 ◽  
Vol 3 (1-2) ◽  
pp. 433-440 ◽  
Author(s):  
P. Karbowiak
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Best Practice ◽  
Service Providers ◽  
Natural Monopoly ◽  
Water Utilities ◽  
Management Tool ◽  
Service Companies ◽  
Professional Market ◽  
Satisfaction Analysis

Until recently most water utilities have operated as a public service. The market is still predominantly a natural monopoly. The significant infrastructure requirements militate against service duplication and competition. Generally customers do not have the option of changing service providers. With the arrival of competition policy, water utilities have initiated some customer service programmes. However, the driver for this change has been the reporting requirements of the regulator rather than customer focused imperatives. However, there are benefits for water service companies to conduct professional market research focused on customer satisfaction. This paper reviews the concepts of market customer satisfaction analysis. It discusses the shortfalls of generic methodologies which focus on the performance of the service provider rather than the needs and expectations of the customer. The application of Benchmarking or Best Practice, is also reviewed within this context. A conclusion of this paper is that the application of focused, professional customer satisfaction analysis is an effective quality management tool and leads to a better understanding of water services customers’ needs and expectations. The outcome is more effective application of customer service resources, enhanced community perceptions and the achievement of higher levels of customer satisfaction.

Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach

2020 ◽  
Vol 33 (1) ◽  
pp. 125-140 ◽  
Author(s):  
Barbara Gaudenzi ◽  
Ilenia Confente ◽  
Ivan Russo
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Qualitative Comparative Analysis ◽  
Content Type ◽  
Logistics Service ◽  
B2b Relationships ◽  
Logistics Service Quality

PurposeThis study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and (2) to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction.Design/methodology/approachData collected through a survey of a sample of Italian food companies are analysed using a qualitative comparative analysis approach. The analysis explores ways of achieving customer satisfaction through different combinations of LSQ dimensions and not only via a “single recipe,” as in most symmetrical methods.FindingsThe study describes how seven dimensions of LSQ lead to achieve customer satisfaction, particularly highlighting and discussing how the different LSQ constructs lead to gain high customer satisfaction via different configurations. This approach is unique in identifying not only linear relationships among variables as traditional statistical methods do, via a configurational approach.Research limitations/implicationsMost academic studies in the related literature investigate service quality from a quality management and a supply chain management perspective. This study fills the existing gap in the analysis of B2B relationships, focusing on the role of third-party logistics (3PL) service providers.Practical implicationsThe study presents useful implications for practitioners, describing several ways in which 3PL service providers can combine LSQ dimensions to perform a continuous improvement of customer experience and to gain higher levels of customer satisfaction.Originality/valueThis study fills the existing gap in the analysis of B2B relationships, using the lens of quality management and supply chain management perspectives, and focusing on the role of 3PL service providers.

The role of customer relations for innovativeness and customer satisfaction

2015 ◽  
Vol 26 (2) ◽  
pp. 254-274 ◽  
Author(s):  
Silvia Bellingkrodt ◽  
Carl Marcus Wallenburg
Keyword(s):  
Customer Satisfaction ◽  
Empirical Data ◽  
Online Survey ◽  
Customer Relations ◽  
Service Providers ◽  
Service Innovation ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Number Of Customers

Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs). Design/methodology/approach – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number of customers to be innovative than logistics service providers (LSPs), further, LSPs can evoke a higher level of customer satisfaction when being innovative. Research limitations/implications – Empirical data were collected in a single country (Germany) and at one point in time. A confirmation of the results in different service settings is therefore encouraged. Practical implications – The results help managers with regard to their strategic decisions. The differentiating effects influencing innovativeness and customer satisfaction have been revealed. Originality/value – The research is extended by developing a model based on the knowledge of service innovation, social exchange theory and industry characteristics and by empirically testing this model.

scholarly journals A Dynamic Route-Planning System Based on Industry 4.0 Technology

Algorithms ◽  
2020 ◽  
Vol 13 (12) ◽  
pp. 308
Author(s):  
Duy Nguyen Duc ◽  
Thong Tran Huu ◽  
Narameth Nananukul
Keyword(s):  
Machine Learning ◽  
Real Time ◽  
Industry 4.0 ◽  
Big Data Analytics ◽  
Route Planning ◽  
Research Area ◽  
Automated Guided Vehicles ◽  
Planning System ◽  
Routing Problem ◽  
Dynamic Route

Due to the availability of Industry 4.0 technology, the application of big data analytics to automated systems is possible. The distribution of products between warehouses or within a warehouse is an area that can benefit from automation based on Industry 4.0 technology. In this paper, the focus was on developing a dynamic route-planning system for automated guided vehicles within a warehouse. A dynamic routing problem with real-time obstacles was considered in this research. A key problem in this research area is the lack of a real-time route-planning algorithm that is suitable for the implementation on automated guided vehicles with limited computing resources. An optimization model, as well as machine learning methodologies for determining an operational route for the problem, is proposed. An internal layout of the warehouse of a large consumer product distributor was used to test the performance of the methodologies. A simulation environment based on Gazebo was developed and used for testing the implementation of the route-planning system. Computational results show that the proposed machine learning methodologies were able to generate routes with testing accuracy of up to 98% for a practical internal layout of a warehouse with 18 storage racks and 67 path segments. Managerial insights into how the machine learning configuration affects the prediction accuracy are also provided.

scholarly journals Customer Loyalty In Indonesian’s Telecommunication Industry

2019 ◽  
Vol 9 (1) ◽  
pp. 4571-4577
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Service Providers ◽  
Telecommunications Industry ◽  
Technological Factors ◽  
Financial Factors ◽  
Service Factors ◽  
Major Data ◽  
Structured Questionnaire

The study seekss to determine factors that affect customer satisfaction towards their loyalty in Indonesian telecommunications industry. The research seeks to find out how the influence of financial factors, Technology Factors and Customer Service Factors are on Customer Satisfaction and the influence of financial factors, Technology Factors and Customer Service Factors on Customer Loyalty directly or indirectly. The sources of data used in the article are major data and minor data. The major data were attained from a structured questionnaire. The questionnaire was opened online and the total respondents obtained were 160 respondents and they were valid. The results of this questionnaire indicate that the factors that influence Customer Satisfaction, namely, financial factors, technological factors and customer service factors also affect Customer Loyalty to telecommunications service providers in Indonesia. This study found that Financial Factors, Technology Factors and Customer Service Factors had a prospective influence on Customer Satisfaction, Customer Satisfaction had a determining relationship with Customer Loyalty and it was found that indirectly Financial Factors and Technology Factors through Customer Customer Satisfaction had a determining influence on Customer Loyalty whereas Customer Service Factor did not.

scholarly journals WeIghtIng the factors affectıng logıstıcs outsourcıng

2021 ◽  
Vol 4 (1) ◽  
pp. 19-33
Author(s):  
Çağlar Karamaşa ◽  
◽  
Ezgi Demir ◽  
Salih Memiş ◽  
Selçuk Korucuk ◽  
...  
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Global Market ◽  
Third Party ◽  
Logistics Outsourcing ◽  
Factors Affecting ◽  
Logistics Service ◽  
Logistics Service Provider ◽  
The Right

Today, growing and changing competitive conditions, products, and services, free movement of labor, and businesses with the information they develop strategies that create value to obtain a competitive advantage. Now, final buyers have the convenience of purchasing the products they demand with the features and conditions they want and at the price they accept. In such an environment, businesses use their supply chain and logistics activities more effectively and efficiently than their competitors. Today, achieving a strategic superiority in a global market where the content and quality of the products are the same is only possible by delivering the desired products to the customer at the desired price, at the desired time, in the desired amount, through the right channel, as quickly as possible and without any damage. In such a situation, the desire to focus on the main activities of the enterprises, the need for effective logistics operations, etc. logistics outsourcing has increased rapidly for reasons. Businesses can carry out logistics activities requiring expertise thanks to third party logistics (3PL) service providers in the field such as transportation, storage, customs clearance, without investing in logistics. For logistics outsourcing to be beneficial, a correct logistics service provider must be selected under the needs of the business. Selecting the right logistics service provider is important in increasing the benefit of outsourcing. In this study neutrosophic AHP was used to prioritize the factors.

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