Consumer participation in last-mile logistics service: an investigation on cognitions and affects

2019 ◽  
Vol 49 (2) ◽  
pp. 217-238 ◽  
Author(s):  
Xueqin Wang ◽  
Kum Fai Yuen ◽  
Yiik Diew Wong ◽  
Chee-Chong Teo
Keyword(s):  
Structural Equation ◽  
Consumer Participation ◽  
Logistics Industry ◽  
Content Type ◽  
Logistics Service ◽  
Last Mile ◽  
Innovative Solutions ◽  
Service Offering ◽  
Service Experiences ◽  
Behavioural Theories

Purpose Increasingly, the logistics industry offers innovative solutions that interact with end-consumers directly. The purpose of this paper is to examine the consumer participation behaviour in co-creating logistics service values, using self-collection via automated parcel station as an example. Built on the synthesised insights from logistics studies and behavioural theories on consumers’ attitude and affect, the effect of cognitions (what consumers think) and affects (what consumers feel) are investigated. Design/methodology/approach A total of 500 valid responses are collected from an online panel of respondents and the data are analysed using exploratory factor analysis and structural equation modelling. Findings Consumers’ affects towards participation are stronger motivations that not only intrinsically motivate consumers to participate but also exert an indirect influence via consumers’ cognitions. Practical implications To elicit consumers’ affections, it is critical to create enjoyable (enjoyment), assuring (assurance) and secure (security) service experiences. On the other hand, an overly straightforward service offering (in terms of cognitive functionality), void of the aforementioned experiences, may discourage consumers from participation. Originality/value This research unveils consumer participation in co-creating logistics service values, contributing to studies on the emerging phenomenon of consumer logistics. A rebalancing of the logistics research from a utility-creation perspective to an experience-creation perspective has been advocated.

Platform ecological circle for cold chain logistics enterprises: the value co-creation analysis

2020 ◽  
Vol 120 (4) ◽  
pp. 675-691 ◽  
Author(s):  
Benhong Peng ◽  
Yuanyuan Wang ◽  
Sardar Zahid ◽  
Guo Wei ◽  
Ehsan Elahi
Keyword(s):  
Influencing Factors ◽  
Resource Sharing ◽  
Structural Equation ◽  
Dynamic Capabilities ◽  
Positive Influence ◽  
Cold Chain ◽  
Enterprise Performance ◽  
Logistics Industry ◽  
Content Type ◽  
Logistics Enterprises

Purpose The purpose of this paper is to propose a framework of value co-creation in platform ecological circle for cold chain logistics enterprises to guide the transformation and development of cold chain logistics industry. Design/methodology/approach This paper establishes a conceptual framework for the research on the platform ecological circle in cold chain logistics, utilizes a structural equation model to investigate the influencing factors of the value co-creation of the platform ecological circle in the cold chain logistics enterprises and elaborates the internal relations between different influencing factors regarding the value co-creation and enterprises’ performance. Findings Results show that resource sharing in logistics platform ecological circle can stimulate the interaction among enterprises and this produces a positive influence on their dynamic capabilities, which, in turn, affects the they to work together to plan, implement and solve problems, so as to achieve the goal of improving enterprise performance. Practical implications The shared resources and value co-creation activities in the platform ecological circle are very important for the transformation and development of cold chain logistics enterprises. Therefore, enterprises should promote value co-creation through realizing resource sharing and creating a win-win cooperation mechanism. Originality/value This paper targets at incorporating the resource sharing in platform ecological circle for cold chain logistics enterprises, explores from an empirical perspective the role of the resource sharing in cold chain logistics enterprises in enhancing the dynamic capabilities of enterprises, thereby encouraging the value co-creation behavior, and ultimately boosts enterprise performance and stimulates business development.

Customer centricity and guanxi prevalence as social capital: a study of international business relationships

2018 ◽  
Vol 33 (8) ◽  
pp. 1209-1220 ◽  
Author(s):  
Angeline Close Scheinbaum ◽  
Stephen W. Wang
Keyword(s):  
Structural Equation ◽  
Equation Modeling ◽  
Global Business ◽  
Global Marketing ◽  
Logistics Industry ◽  
Content Type ◽  
Global Logistics ◽  
High Level ◽  
Customer Centricity

Purpose This research blends perspectives of the Eastern phenomenon of guanxi with the more Western perspectives of relationship marketing and customer centricity. Extending scholarship on guanxi in marketing (e.g. Park and Luo, 2001; Sheu and Hu, 2009; Luo et al., 2008; Fowler and Reisenwitz, 2014), the objective is to highlight the indirect role of customer centricity (i.e. how visible or central it is for the business partner to communicate with/have information sharing with), for firms in regions with a prevalence of guanxi. Design/methodology/approach The empirical model is tested in context of global marketing in the business-to-business (B2B) logistics industry (n = 508). A total of 508 global logistics employees and managers with experience in global business participated in the survey in Taiwan. Structural equation modeling was used for data analysis with multi-group analyses. Findings Customer centricity intensifies positive outcomes of guanxi prevalence. Specifically, a high level of customer centricity strengthens established associations among guanxi prevalence, trust, relationship commitment and firm performance. Originality/value While most work on guanxi has a focus in China, this research focuses on Taiwan. While building on a wealth of literature, relatively less work has focused on customer centricity.

Applying a Kansei engineering-based logistics service design approach to developing international express services

2015 ◽  
Vol 45 (6) ◽  
pp. 618-646 ◽  
Author(s):  
Mu-Chen Chen ◽  
Kuo-Chien Chang ◽  
Chia-Lin Hsu ◽  
Jia-Hau Xiao
Keyword(s):  
Design Methodology ◽  
Kansei Engineering ◽  
Content Type ◽  
Future Design ◽  
Logistics Service ◽  
Design Considerations ◽  
Logistics Market ◽  
New Ideas ◽  
Post Purchase ◽  
Service Experiences

Purpose – To obtain a competitive advantage in the logistics market, international express companies should design services to stimulate customers’ usage intention by understanding customers’ affective perceptions (or in Japanese, Kansei) of the service offerings. Thus, the purpose of this paper is to analyze the relationships among the service elements of international express, customer Kansei perceptions, and intentions to use the service, to provide new ideas for the design of international express services (IESs). Design/methodology/approach – By using Kansei engineering approach, customers’ Kansei perceptions related to elements of IES are first determined, and the logistic regression technique is then used to analyze three constructed models based on the relationships among the service elements of international express, customers’ Kansei perceptions, and usage intention. Findings – Accordingly, five critical service elements that correspond to four vital Kansei words related to usage intention were obtained based on cross-comparisons of the results of three models. The findings have important implications for international express managers, in that the priorities in designing services should be those service elements that favorably elicit certain Kansei perceptions among customers and effectively lead to customers’ usage intention in the pre-purchase phase. Moreover, some important missing Kansei perceptions further derived from customers’ real service experiences in the post-purchase stage should be incorporated into future design considerations. Originality/value – This study incorporated customers’ Kansei perceptions into the procedure of IES design. By understanding the service elements and feelings that customers deem important, international express companies can improve the content of existing services and strengthen the design of new services to increase customers’ behavioral intentions.

Integration quality, value co-creation and resilience in logistics service supply chains: moderating role of digital technology

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yingjie Ju ◽  
Hanping Hou ◽  
Jianliang Yang
Keyword(s):  
Supply Chain ◽  
Digital Technology ◽  
Structural Equation ◽  
Equation Model ◽  
Theoretical Research ◽  
Content Type ◽  
Logistics Service ◽  
The Relationship ◽  
Moderating Role

PurposeUsing the logistics service supply chain (LSSC) as a research object, this study focuses on the relationship between integration quality (IQ), value co-creation (VCC), and LSSC resilience. Moreover, it discusses the moderating role of digital technology (DT).Design/methodology/approachBased on data about China, this study used the structural equation model to test the research hypothesis. To verify the validity of each construct, this study used various established scales in the literature to conduct exploratory and confirmatory analysis.FindingsThe results show that IQ is an essential antecedent variable that promotes VCC and LSSC resilience. Moreover, this study confirms that DT has a positive moderating effect on the relationship between IQ, VCC, and resilience.Originality/valueThis study constructs a research framework to examine LSSC resilience and expands the theoretical research on the VCC theory in the supply chain literature. Moreover, this paper studies supply chain integration from a new perspective, that is, IQ, which is more in line with the reality of LSSC.

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.

Determinants of brand resurrection movements

2017 ◽  
Vol 51 (11/12) ◽  
pp. 1896-1917 ◽  
Author(s):  
Arezoo Davari ◽  
Pramod Iyer ◽  
Francisco Guzmán
Keyword(s):  
Structural Equation ◽  
Theoretical Perspective ◽  
Critical Role ◽  
Product Category ◽  
Consumer Participation ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship ◽  
Practical Implications ◽  
Managerial Perspective

Purpose There is a growing trend of brand resurrections that are driven by consumer power. Millennials play a critical role in initiating most of these brand resurrection movements using social media. This study aims to explore the factors that drive consumers’ participation in brand resurrection movements – an outcome of brand cocreation. Design/methodology/approach Data were collected using self-administered survey. This study uses the partial least squares-structural equation modeling to empirically examine the factors that motivate consumers to participate in brand resurrection movements. Findings The results indicate that consumers’ beliefs about the functional and value-expressive utilities, and their judgments of the perceived brand superiority of the defunct brand are significantly associated with brand resurrection movements. Nostalgia moderates the relationship between social-adjustive utility and brand resurrection movement, which shows that consumers’ social-adjustive utility becomes relevant when triggered with a strong sense of the past. Research limitations/implications From a theoretical perspective, this study contributes to literature on reviving defunct brands. This study also identifies additional factors that determine the success of brands that are being relaunched. Practical implications From a managerial perspective, the study provides insights into when and how organizations can consider bringing back defunct brands. Future studies should introduce additional variables to the model such as product category involvement that may be associated with consumers’ willingness to bring back defunct brands. Originality/value To the best of the authors’ knowledge, this study is the first of its kind that empirically examines the motivations behind consumer participation in bringing back defunct brands. The importance of this study is highlighted in the fact that several defunct brands are being revived by organizations due to consumer-brand co-creation movements.

Logistics service quality in an emergent market in Latin America

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marek Michalski ◽  
José Luis Montes-Botella
Keyword(s):  
Service Quality ◽  
Emerging Markets ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Five Dimensions ◽  
Logistics Service ◽  
Challenging Environment ◽  
And Performance ◽  
Logistics Service Quality

PurposeThis paper aims to determine how the level of logistics service quality facilitates logistics performance in emerging markets. The authors chose Ecuador because it is an emerging economy with relatively stable economic development, making it an attractive research platform in a challenging environment for logistics services. The authors empirically test the influence on performance and one another of five dimensions of service quality: reliability, responsiveness, empathy, assurance and tangibility.Design/methodology/approachSERVQUAL and partial least squares structural equation modeling was undertaken to test the proposed relationships empirically.FindingsThe performance was positively related to assurance, tangibility and reliability but negatively related to the responsiveness and empathy dimensions. The findings suggest the order of priority for improvement actions. The findings highlight that the existing relationships in developed markets do not apply in the same manner in emerging markets.Research limitations/implicationsAlthough representative, data were only collected in one specific market.Practical implicationsThe results reveal a mix of activities that managers should develop to improve the services they provide, relationships with customers and performance.Originality/valueFew other works have explored logistics service quality in South America's emerging markets. According to contingency theory, various combinations of service quality dimensions can influence performance, suggesting that managers should aim for optimal fit between dimensions according to internal and external situations. An efficient and effective combination in one case may be unsuccessful in another. The approaches presented can improve relationships within global supply chains, especially regarding logistics management.

SOLUTIONS TO THE DELIVERY LAST MILE PROBLEM IN THE COURIER SERVICES MARKET

2021 ◽  
Vol 28 (2) ◽  
pp. 13-23
Author(s):  
Marcin Cywiński
Keyword(s):  
Logistics Industry ◽  
Competitive Position ◽  
Last Mile ◽  
Innovative Solutions ◽  
Last Mile Problem

Logistic systems are the basis of the functioning of any economy. It is on this that flows of goods and information are based. Due to the development of economies globally, each company must look for ways to improve its competitive position in the market. The best solution is to look for innovation. Their creation and implementation is a guarantee of development. It is similar in the logistics industry. The article analyzes and evaluates implemented innovative solutions in logistic as a way to improve the efficiency of processes.

Revealing the impact of operational logistics service quality on omni-channel capability

2018 ◽  
Vol 30 (5) ◽  
pp. 1200-1221 ◽  
Author(s):  
Işık Özge Yumurtacı Hüseyinoğlu ◽  
Metehan Feridun Sorkun ◽  
Gülmüş Börühan
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Channel Management ◽  
Theoretical Understanding ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Quality ◽  
The Impact

PurposeThis paper introduces the term “omni-channel capability” and tests its validity. The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on omni-channel capability.Design/methodology/approachAn online survey was used to evaluate the new concept of “omni-channel capability” and LSQ from the consumer’s perception. A two split sample technique was used to validate omni-channel capability and test the impact of LSQ on it through structural equation modeling. Factor analysis and structural equation modeling were performed to introduce, test and validate omni-channel capability, and test the study’s hypotheses. Consumers who had previously shopped from both the online and physical stores of a particular retailer completed a self-administered survey.FindingsThe findings supported the use of the term “omni-channel capability,” which has three elements: channel consistency, cross-channel and social media. The results also revealed the positive impact of operational LSQ on omni-channel capability.Practical implicationsTaking consumer perceptions as a reference point, this study reveals major issues that retailers should focus on while pursuing an omni-channel strategy. The findings also highlight the need for retailers to ensure operational LSQ to implement an omni-channel management strategy.Originality/valueTo improve on the limited theoretical understanding and empirical grounding of omni-channel management, this study described the three elements of omni-channel capability. The impact of operational LSQ on omni-channel capability gives empirical support for the theorized hierarchy of dynamic capabilities (zero- and first-order capabilities).

The effect of logistics service quality on customer loyalty: case of logistics service industry

2019 ◽  
Vol 9 (1) ◽  
pp. 43-61 ◽  
Author(s):  
Sehrish Huma ◽  
Waqar Ahmed ◽  
Minhaj Ikram ◽  
Muhammad Ibrahim Khawaja
Keyword(s):  
Service Quality ◽  
Developing Country ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Future Research ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Quality

Purpose Logistics service quality and customer loyalty have recently become the topic of discussion in both developing and under-developing countries. The purpose of this paper is to understand the logistics service quality factors contributing to customer loyalty in a developing country context. Design/methodology/approach Data were collected from 250 respondents who were direct or indirect clients of logistics firms, through online questionnaire distribution. Partial Least Square Structural Equation Modelling was used to examine the hypothesized relationships. Findings The findings of this research revealed that operational logistics service quality (OLSQ) and relational logistics service quality have a significant impact on customer loyalty. Moreover, for enhancing customer loyalty, relationship quality is the key factor. Practical implications Research reveals that even in a developing country like Pakistan, it is important for carriers to establish high-level relational and OLSQ to satisfy shipper. It will correspondingly add worth to the discussion in the literature and it shall also provide the basis for future research studies. Originality/value The novelty of this paper is logistics service quality and its effect on customer loyalty from the perspective of a developing country, specifically due to geographical importance in the context of the China–Pakistan Economic Corridor.

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