Managing operations by a logistics company for sustainable service quality: Indian perspective

2020 ◽  
Vol 31 (5) ◽  
pp. 1309-1327 ◽  
Author(s):  
Anchal Gupta ◽  
Rajesh Kumar Singh
Keyword(s):  
Service Quality ◽  
Quality Index ◽  
Management Practices ◽  
Service Providers ◽  
Case Analysis ◽  
Sustainable Practices ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Operational Excellence

PurposeThe purpose of this paper is to understand how logistics service providers manage their operations for sustainable service quality and operational excellence. This study is also trying to propose a framework for measuring service quality index along with some research propositions for analyzing service quality and operational excellence.Design/methodology/approachThe detailed case analysis on sustainable practices of Indian logistics service providers (LSPs) has been done on the basis of case study approach suggested by Eisenhardt (1989). After this case analysis, service quality index is evaluated for the given company based on Cleveland et al. (1989) framework. The SWOT and performance analysis of the case organization has been also done, which is further followed by development of framework and propositions for analyzing service quality and operational excellence for LSPs.FindingsIt can be observed from in-depth case analysis that LSPs are making use of green practices to conserve resources for long-term sustainability. LSPs optimize their resources and use sustainable practices in the form of use of reusable and recyclable packaging materials, rain water harvesting, use of solar panels, innovations such as trucking cube, safety concern toward goods and contribution toward environment and society.Practical implicationsResources optimization and green management practices are essential for LSPs for benchmarking environmental performance and for improving service quality and operational excellence.Originality/valueThis study has tried to analyze green logistics practices for sustainable service quality and proposed a framework for quantifying sustainability.

Halal logistics service quality: conceptual model and empirical evidence

2018 ◽  
Vol 120 (11) ◽  
pp. 2599-2614 ◽  
Author(s):  
Suhaiza Zailani ◽  
Shima Jafarzadeh ◽  
Mohammad Iranmanesh ◽  
Davoud Nikbin ◽  
Nur Izatul Irani Selim
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Relevant Literature ◽  
Quality Model ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Food And Beverage ◽  
Halal Food ◽  
Logistics Service Quality

PurposeThe purpose of this paper is to devise and test a model of halal logistic service quality.Design/methodology/approachTo develop the halal logistics service quality model, the relevant literature was reviewed and a qualitative study was carried out on halal logistics service providers and their customers. A survey of 253 halal food and beverage firms in Malaysia was conducted, and based on the results, a model was developed and tested empirically.FindingsBased on the literature review, interviews, pretest and empirical study, a valid and reliable measurement instrument for halal logistics service quality was developed.Practical implicationsThe findings can help managers of halal logistics service providers to understand the criteria that halal food and beverage firms are considered to judge the quality of halal logistics services.Originality/valueThis study makes a valuable contribution by proposing a halal logistics service quality model.

Study of sustainability issues in an Indian logistics service provider: SAP-LAP approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anchal Gupta ◽  
Rajesh Kumar Singh
Keyword(s):  
Service Providers ◽  
Sustainable Practices ◽  
Content Type ◽  
Sustainability Index ◽  
Secondary Sources ◽  
Logistics Service ◽  
Sustainable Performance ◽  
Logistics Service Providers ◽  
Case Organization

PurposeThe purpose of this study is to analyze sustainability issues in the context of logistics service providers (LSPs) and to evaluate the sustainability index of an LSP in the Indian scenario.Design/methodology/approachThe case study method is used to understand the sustainability issues of an Indian LSP. The situation–actor–process (SAP) and learning–action–performance (LAP) framework has been applied to critically examine the sustainability issues of the case organization. The information about the case study is collected from both primary and secondary sources, and a detailed analysis of different sustainability issues in the context of an Indian case has been done. The sustainability index for the case organization has been also evaluated.FindingsIt can be observed from the in-depth case analysis that LSPs have started making use of green practices for long-term sustainability, but adoption is very slow in developing countries such as India. Based on SAP-LAP analysis of an Indian LSP, suitable actions are recommended for improving the performance of LSPs.Practical implicationsAdoption of sustainable practices by LSPs can lead to sustainable performance. Sustainability index can assist LSPs to benchmark their sustainability performance to meet the market requirements.Originality/valueThe novelty of this study is to analyze the issues related to implementation of sustainable practices in an Indian LSP through SAP-LAP framework. It also illustrates the evaluation of sustainability index.

Developing a framework for evaluating sustainability index for logistics service providers: graph theory matrix approach

2020 ◽  
Vol 69 (8) ◽  
pp. 1627-1646
Author(s):  
Anchal Gupta ◽  
Rajesh Kumar Singh
Keyword(s):  
Graph Theory ◽  
Rainwater Harvesting ◽  
Service Providers ◽  
Matrix Approach ◽  
Green Logistics ◽  
Sustainable Practices ◽  
Content Type ◽  
Sustainability Index ◽  
Logistics Service ◽  
Logistics Service Providers

PurposeThe purpose of this study is to identify sustainability practices and to propose a framework for evaluating the sustainability index of logistics service providers (LSPs).Design/methodology/approachSustainable practices followed by LSPs are identified through literature review and analysis of a case study. Thirteen such sustainable practices are identified. Thereafter, with expert inputs, nine sustainable practices are shortlisted and considered for the evaluation of the sustainability index in the proposed framework. Graph Theory Matrix Approach has been applied to evaluate the sustainability index of an LSP.FindingsMajor practices identified for evaluating sustainability index include the use of recyclable packaging, use of renewable energy sources, green procurement, reduction in carbon emissions, use of CNG/electric vehicles, rainwater harvesting and so on. The sustainability index of an LSP is evaluated by using the proposed framework.Practical implicationsLSPs can benchmark their sustainability index with respect to the best in the industry. Based on it, LSPs can also identify potential areas for improvement.Originality/valueNovelty of the study lies in the proposed framework for evaluation of sustainability index which can be used to develop strategies for green logistics. LSPs can also improve their performance in terms of sustainability measures by adopting green logistics.

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers

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.

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.

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.

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