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.

Logistics service providers’ engagement in disaster relief initiatives

2017 ◽  
Vol 9 (3/4) ◽  
pp. 269-291 ◽  
Author(s):  
Alessandra Cozzolino ◽  
Ewa Wankowicz ◽  
Enrico Massaroni
Keyword(s):  
Service Providers ◽  
Disaster Relief ◽  
Humanitarian Logistics ◽  
Content Type ◽  
Logistics Service ◽  
Disaster Relief Operations ◽  
Logistics Service Providers ◽  
Logistics Services ◽  
Relief Operations ◽  
Humanitarian Supply Chain

Purpose The purpose of this paper is to explore the contribution of logistics service providers’ (LSPs) initiatives to disaster relief and how LSPs are engaged with humanitarian sector. In recent years, the importance of logistics services in disaster relief operations and the capacity of LSPs to improve humanitarian supply chain management have become an increasingly interesting topic for both professionals and academics. Design/methodology/approach This research follows a qualitative approach based on multiple case studies. Findings The current research, after considering the differences and similarities among collaboration, cooperation and coordination and underlining how crucial these mechanisms are in the humanitarian context, explains the contribution of LSPs to relief operations alongside humanitarians. Research limitations/implications There has been increased interest in humanitarian logistics on the part of international academic and professional communities. This study constitutes a first exploratory step in the research to build a platform for benchmarking analysis of logistics services that aims to ensure the effective implementation of social responsibility principles. Practical implications The managerial implications arising from the research offer a range of current responsible actions from which strategic and operative directions to contribute can be derived. Originality/value Humanitarian logistics represents a crucial field in logistics management. This paper addresses the innovative socially responsible initiatives undertaken by the main international LSPs in the area of humanitarian logistics.

scholarly journals Environmental alignment between logistics service providers and shippers – a supply chain perspective

2020 ◽  
Vol 31 (3) ◽  
pp. 575-605
Author(s):  
Maria Huge-Brodin ◽  
Edward Sweeney ◽  
Pietro Evangelista
Keyword(s):  
Supply Chain ◽  
Stakeholder Theory ◽  
Success Factors ◽  
Service Providers ◽  
Three Dimensional ◽  
Content Type ◽  
Study Approach ◽  
Logistics Service ◽  
Sustainable Logistics ◽  
Logistics Service Providers

PurposeVarious suggested paths for greening logistics and supply chains often address the specific perspectives of single supply chain actors. Drawing on stakeholder theory, the purpose of this paper is to develop a deeper understanding of the alignment between logistics service providers (LSPs) and shippers in the context of adopting more environmentally sustainable logistics practices.Design/methodology/approachWith a case study approach, a dual perspective is taken in which both LSPs and shippers were researched. The cases comprise eight LSPs and six shipper companies in Sweden, Italy and Ireland. Information was first analysed in relation to levels of environmental awareness, customer requirements and provider offerings and critical success factors (CSFs) and inhibitors. In a second step, the findings were analysed using stakeholder theory.FindingsLSPs demonstrate higher ambition levels and more concrete offerings compared to shippers' requirements for green logistics services. Paradoxically, customers are an important CSF and also an inhibitor for both LSPs and shippers. Both LSPs and shippers perceive financial factors and senior management priorities as important CSFs. The application of stakeholder theory helps to illuminate the importance of the many secondary stakeholders vs that of one or a relatively small number of primary stakeholders.Originality/valueThe three-dimensional analysis of environmental alignment between LSPs and shippers reinforces existing knowledge and provides new insights. A novel use of stakeholder theory in a supply chain context underlines its usefulness in research of this kind.

Service innovation of cold chain logistics service providers: A multiple-case study in China

2020 ◽  
Vol 89 ◽  
pp. 143-156 ◽  
Author(s):  
Jing Dai ◽  
Wen Che ◽  
Jia Jia Lim ◽  
Yongyi Shou
Keyword(s):  
Service Providers ◽  
Service Innovation ◽  
Multiple Case Study ◽  
Cold Chain ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Multiple Case

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.

Technology adoption by logistics service providers

2019 ◽  
Vol 49 (4) ◽  
pp. 416-434 ◽  
Author(s):  
Mathias Mathauer ◽  
Erik Hofmann
Keyword(s):  
Technology Adoption ◽  
Absorptive Capacity ◽  
Service Providers ◽  
Research Approach ◽  
Integration Process ◽  
Technology Access ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Successful Integration

Purpose The purpose of this paper is to reveal the effects of different technology access modes on the successful integration of technological innovations. From the perspective of logistics service providers (LSPs), theoretical and managerial implications for the process of technology adoption are discovered. Design/methodology/approach The paper provides a structured literature review of the state-of-the-art in technology adoption by LSPs. Drawing on the innovation diffusion theory (IDT) and absorptive capacity, the explorative case study research includes systematic analyses of ten technology projects conducted by seven different LSPs. Findings The findings illustrate that the technology access modes (make, buy and ally) prejudge the success of the integration process in terms of technology acceptance, as well as process quality, speed and costs of integration. This relationship is moderated by technology-, firm-, environment- and relation-related factors. Research limitations/implications The paper is limited by its qualitative research approach, only seven different LSPs were addressed. Furthermore, the scope of the investigated technologies is broad but not exhaustive. Practical implications For practitioners, research indicates that the way LSPs access technologies is highly related to a successful integration process. Therefore, the paper provides practical support for improving technology adoption. Originality/value As the link between LSPs’ technology access strategies and a successful integration process has been largely neglected thus far, this paper is the first contribution addressing this research gap. In this context, IDT and absorptive capacity are discussed for application to technology adoption in supply chain management research.

3PLSP scale for co‐operative dairies in Indian context

2012 ◽  
Vol 24 (3) ◽  
pp. 515-532 ◽  
Author(s):  
Tejas R. Shah ◽  
Mahendra Sharma
Keyword(s):  
Service Providers ◽  
Third Party ◽  
Third Party Logistics ◽  
Content Type ◽  
Five Dimensions ◽  
Stable Factor ◽  
Logistics Service ◽  
Indian Context ◽  
Operational Level ◽  
Logistics Service Providers

PurposeThe purpose of this paper is to develop a scale for measuring benefits of third party logistics service providers for co‐operative dairies in an Indian context. The objective is to measure benefits of third party logistics service providers for co‐operative dairies.Design/methodology/approachA standard scale development research procedure recommended by experts was followed. First, the literature review of studies to measure benefits of third party logistics was undertaken. Later, Delphi method was used. Interviews were conducted of experts and customers for understanding and generating items for measuring benefits of third party logistics service providers for co‐operative dairies. A survey was then undertaken first for development of the scale and later for validation purpose.FindingsA reliable and valid scale is developed to measure the five dimensions of benefits of using 3PLSPs for co‐operative dairies: responsiveness, accuracy, customization of service, inventory handling and order processing and information sharing.Research limitations/implicationsThis scale is developed to outsource logistics functions at operational levels in the context of co‐operative dairies in India. So, this scale can be tested for co‐operative dairies of countries other than India. The scale can also be tested where outsourcing of logistics activities is done at operational level, other than co‐operative dairies.Practical implicationsThe proposed scale can be used as a diagnostic tool to identify important benefits to consider in outsourcing operational function of logistics management to 3PLSPs in co‐operative dairies.Originality/valueMost relevant studies about benefits of third party logistics service providers do not have stable factor structure, especially for co‐operative dairies. The new scale fills the gap of the absence of a validated scale to measure benefits of 3PLSPs for co‐operative dairies at operational level.

Outsourcing in humanitarian logistics – status quo and future directions

2020 ◽  
Vol 50 (4) ◽  
pp. 403-438 ◽  
Author(s):  
Timo Gossler ◽  
Tina Wakolbinger ◽  
Christian Burkart
Keyword(s):  
Conceptual Framework ◽  
Delphi Study ◽  
Service Providers ◽  
Humanitarian Logistics ◽  
Future Research ◽  
Research Gaps ◽  
Content Type ◽  
Five Dimensions ◽  
Logistics Service ◽  
Logistics Service Providers

PurposeOutsourcing of logistics has great importance in disaster relief. Aid agencies spend several billion US dollars every year on logistics services. However, the concept of outsourcing has not been established adequately in literature on humanitarian logistics, leading to a fragmented view of the practice. This paper provides a holistic perspective of the concept by constructing a conceptual framework to analyze both practice and research of outsourcing in humanitarian operations. Based on this analysis, we explore future trends and identify research gaps.Design/methodology/approachThe paper is based on a structured review of academic literature, a two-round Delphi study with 31 experts from aid agencies and a complementary full-day focus group with twelve experts from aid agencies and logistics service providers.FindingsThe paper systemizes the current practice of outsourcing in humanitarian logistics according to a conceptual framework of five dimensions: subject, object, partner, design and context. In addition, it reveals ten probable developments of the practice over the next years. Finally, it describes eight important research gaps and presents a research agenda for the field.Research limitations/implicationsThe literature review considered peer-reviewed academic papers. Practitioner papers could provide additional insights into the practice. Moreover, the Delphi study focused on the perspective of aid agencies. Capturing the views of logistics service providers in more detail would be a valuable addition.Originality/valueThe paper establishes the academic basis for the important practice of outsourcing in humanitarian logistics. It highlights essential research gaps and, thereby, opens up the field for future research.

The effectiveness of perceived social support in discount stores in Korea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chanho Song ◽  
Haakon T. Brown ◽  
Rahmatullah Rami Tameez
Keyword(s):  
Social Support ◽  
Customer Satisfaction ◽  
Purchase Intention ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Equation Model ◽  
Content Type ◽  
Discount Stores

PurposeThe purpose of this study is to bridge the gap in literature to examine social support that customers receive from their relationships with frontline service providers in discount stores.Design/methodology/approachIn total, 381 consumers are accessed through an online survey administered by an online research company in South Korea. The authors use the structural equation model (SEM) technique to test the proposed hypotheses.FindingsSocial support (emotional, instrumental, informational and appraisal) significantly influences customer satisfaction in discount stores. In addition, customer satisfaction significantly influences word of mouth (WOM) and purchase intention.Originality/valueVery few studies have addressed the relationship between social support and consumer satisfaction in the discount store industry. This research helps to understand that social support is a basic consideration for customers of discount stores when they are shopping.

Logistics outsourcing in omnichannel retail

2019 ◽  
Vol 49 (3) ◽  
pp. 267-286 ◽  
Author(s):  
Heleen Buldeo Rai ◽  
Sara Verlinde ◽  
Cathy Macharis ◽  
Penelope Schoutteet ◽  
Lieselot Vanhaverbeke
Keyword(s):  
Service Providers ◽  
Scientific Information ◽  
Service Differentiation ◽  
Holistic View ◽  
Logistics Outsourcing ◽  
Content Type ◽  
Logistics Service ◽  
Food Retailers ◽  
Logistics Service Providers ◽  
Last Mile

Purpose The purpose of this paper is to identify in what way logistics service providers are involved in the logistics operations of omnichannel retailers. Given the importance of logistics in omnichannel retail and the complexities that it brings forth, it is unclear if the current tendency towards logistics outsourcing continues, and how logistics service providers should adapt to remain relevant in the omnichannel retail environment. Design/methodology/approach The research draws on both desk and field research. The authors analysed the scientific information available on omnichannel retail logistics and conducted semi-structured expert interviews with food and non-food retailers that adopt an omnichannel model. Findings The research demonstrates distinct differences between food and non-food retailers. While food retailers are inclined to organise fulfilment and last mile activities in-house, non-food retailers partner closely with logistics service providers. Nonetheless, the store network of non-food retailers is attracting a growing part of logistics activities, which retailers are building themselves. To sustain their relevance in the omnichannel environment and strengthen their position for the future, the authors created a competency recommendation framework for logistics service providers, in which service differentiation is proposed as a viable direction for growth. Research limitations/implications The research is based on insights from retailers based in the Brussels-Capital Region (Belgium) and requires further and wider testing in other contexts and geographical areas. Practical implications The findings have strategic importance for retailers that are developing an omnichannel retail model and logistics service providers that (aim to) serve clients and operate activities within the retail sector. Originality/value The research provides a holistic view of logistics in omnichannel retail by identifying insourcing and outsourcing mechanisms and developing competency recommendations to fulfilment, internal transport and last mile transport in omnichannel retail.

Halal logistics: practices, integration and performance of logistics service providers

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Noorliza Karia
Keyword(s):  
Value Creation ◽  
Service Providers ◽  
Partial Least Square ◽  
Least Square ◽  
The Novel ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
And Performance

Purpose This paper aims to examine the halal value creation in halal logistics practices and halal logistics integration in delivering halal products and/or services by investigating the effects of halal logistics practices on halal logistics performance and the role of halal logistics integration as a mediator. Design/methodology/approach Partial least square is performed on a survey data of 129 Malaysian logistics service providers. Findings The novel findings affirm that halal logistics practices comprising of physical segregation of halal products from non-halal in halal warehousing, halal transportation and halal terminal positively affect halal logistics performance. The most novel finding is that halal logistics integration positively affect halal logistics performance and mediate, significantly the relationship between halal warehousing and halal transportation and halal logistics performance. Practical implications Managers/logisticians should aware that halal value creation in halal logistics practices have a positive effect on halal logistics performance and they should appreciate halal logistics practices and halal logistics integration to realize a better halal logistics performance towards halal logistics implementation. Originality/value The results draw the novel contributions of halal logistics practices and mediating effects of halal logistics integration between halal logistics practices and halal logistics performance that have never been published.

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