Logistics service quality: where we are and where we go in the context of airline industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Peeraya Thongkruer ◽  
Sawat Wanarat
Keyword(s):  
Service Quality ◽  
Value Chain ◽  
Airline Industry ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
Logistics Service ◽  
Marketing Function ◽  
Starting Point ◽  
Logistics Service Quality

Purpose In practice and in literature, logistics service quality is one of the key concepts in any service industry, including airlines. However, the breadth of content and the inconsistent accounts make comprehensive understanding of service quality elusive, thereby necessitating the conduct of a systematic review of the literature on service quality in the context of airlines. In doing so, this study aims to provide a clear, consistent and current overview of the literature, enabling the advancement of theory and research in service quality. Design/methodology/approach In particular, this study presents several aspects of logistics service quality based on the 52 articles reviewed published between 1993 and 2019. Content analysis was used to analyze the data in terms of key attributes of service quality from the selected articles. Findings Following an analysis, this study summarizes the antecedents and consequences, along with mediators and moderators, and develops a review framework of service quality. Research limitations/implications This study provides a starting point for understanding logistics service quality in a context of airline where choice of perspective (at three different perspectives) and framing of context (where logistics interfaces with marketing function, thereby ensuring a well-functiong synthesis of marketing and service activities in the value chain) are of decisive importance. It also expands an understanding of service quality in marketing field with an integration of logistics function as well as challenging some of the conventional knowledge of the applying logistics in service-based business like the airlines. However, this paper is restricted by several limitations that must be taken into account when applying its findings such as context-specific results,cross-sectional data and recall variables. Originality/value This paper provides a clear and consistent concept, as well as a current overview of the literature, which enables advancement in theory and research. It also reveals theoretical underpinnings of the research stream and outlines future research directions. Additionally, it challenges some of the conventional knowledge of the applying logistics on service-based business such as airline which broadens the scope of our thinking and provides a foundation for future study.

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.

The emergence of entrepreneurial team as a research field – way forward

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Willy Das ◽  
Satyasiba Das ◽  
Manojit Chattopadhyay
Keyword(s):  
Research Agenda ◽  
Research Field ◽  
Academic Disciplines ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
Future Research Agenda ◽  
Starting Point ◽  
Entrepreneurial Team ◽  
Research Stream

PurposeThe purpose of this paper is to review and critique the existing literature on entrepreneurial teams (ET) by taking a multi-disciplinary viewpoint and provide a future research agenda based on the identified themes and trends.Design/methodology/approachA systematic literature review (SLR) was undertaken using “business source complete”. Further scrutiny and application of exclusion criteria led to a final sample consisting of 139 papers from 27 different journals belonging to not just entrepreneurship and strategic management but also other disciplines like OB, finance, sociology, psychology, etc. Using qualitative thematic analysis, the authors identified 11 major themes.FindingsThe paper reviews both the eleven themes and the linkages between the themes. Thereby identifying areas that have been understudied and those that have received comparatively more attention. The review revealed that the research stream possesses certain conceptual and methodological concerns apart from its cross-sectional and primarily bivariate nature. Five such main concerns have been identified and discussed in detail. Other elements of the resulting research agenda include calls for more clinical process-oriented research, further attention to context, shifting the level of analysis, and a need to integrate across disciplines.Originality/valueThis paper incorporates a broad insight of ET across academic disciplines to show how future contributions could benefit by incorporating research from other fields. In doing so, provides a starting point for more nuanced discussions around the interrelationships between the different conversations that are taking place in the ET literature.

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.

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

2019 ◽  
Vol 50 (5) ◽  
pp. 535-555
Author(s):  
Joseph Kaswengi ◽  
Christine Lambey-Checchin
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Perceived Quality ◽  
Data Set ◽  
Content Type ◽  
Logistics Service ◽  
Grocery Retailing ◽  
Logistics Service Quality

Purpose The purpose of this paper is to focus on consumers’ behaviours in a new trend of grocery retailing, called the drive-through format. It investigates the influence of logistics service quality and product quality (freshness of the product and the product in general) on consumers’ reactions (satisfaction, average basket expenditure and shopping frequency) through the mediation of satisfaction. This work also examines whether convenience moderates the relation between perceived quality and consumer satisfaction. Design/methodology/approach This study tests these relationships with both path and structural models using a data set of grocery drive-throughs in France, gathered during 2015–2016. To confirm the validity of each construct, this paper has based and purified variables using various scales established in previous studies by conducting exploratory and confirmatory analysis. Findings Logistics service quality and perceived product are effective drivers of consumer satisfaction. As well, the results reveal a positive relationship between quality perceptions and behaviour (average basket expenditure and shopping frequency) through the mediating function of consumer (overall) satisfaction. Thus, the findings indicate that the positive effects of the interaction terms between convenience and both the perceived quality of service and the perceived quality of fresh products on satisfaction can lead to a higher purchase incidence in drive-throughs. However, the degree of consumer convenience does not alter the influence of product quality in general with regard to the formation of satisfaction in connection with drive-throughs. Originality/value Despite the growth of the drive-through format, few studies have investigated customer satisfaction within grocery retailing, nor its consequences and drivers, especially logistics service quality.

A balanced scorecard envelopment approach to assess airlines' performance

2014 ◽  
Vol 114 (1) ◽  
pp. 123-143 ◽  
Author(s):  
Wann-Yih Wu ◽  
Ying-Kai Liao
Keyword(s):  
Research Design ◽  
Balanced Scorecard ◽  
Airline Industry ◽  
Operational Efficiency ◽  
Annual Reports ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
Study Results ◽  
Major Airlines

Purpose – This study purposed an integrated DEA-BSC model to evaluate the operational efficiency of airlines. To adapt this model, 38 major airlines in the world were selected to assess their relative performance. Design/methodology/approach – An empirical study is employed using a cross-sectional research design. The operational and financial data of 38 leading airlines companies were collected from annual reports and business reports. Specifically, this study integrated the concepts of balanced scorecard (BSC) and data envelopment analysis (DEA) and incorporated seven leading variables and four lagging variables from BSC to implement DEA. Findings – By using the leading and lagging variables to implement DEA, this study not only assessed the efficiency frontiers, input slack, output slacks, and benchmarking learning partners of 38 airlines, but also illustrated how leading indicators are related and influence lagging indicators. In particular, the study results indicated that airlines with excellent performance in the efficient frontiers tended to perform better in energy, capital, and other operating costs. Research limitations/implications – This study presented a DEA-BSC model to integrate the concepts of BSC into DEA. The empirical results showed that the model is more advanced than the capabilities of individual DEA and BSC. This model could also eliminate the faults of each one. Due to the cross-sectional research design of this research, future research should develop the longitudinal study to identify the time series of the influences of leading factors on lagging factors. Practical implications – This study offered an integrated model that incorporated the concepts of BSC and DEA. The leading and lagging factors of BSC were adopted to the evaluation of operational performance of airlines along with DEA. Therefore, BSC has served as the compliment of DEA. Using the DEA-BSC results, such as the efficiency frontiers, the amount of slacks, and benchmark learning partners, business executives could develop their improvement strategies. Originality/value – Since none of previous studies have integrated BSC and DEA to assess the operational efficiency of the airline industry, the results of this study could serve as a baseline for further academic validations, the results could also be very useful for the executives of airline companies to allocate their resources for further improvement.

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.

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).

Fast or free shipping options in online and Omni-channel retail? The mediating role of uncertainty on satisfaction and purchase intentions

2017 ◽  
Vol 28 (4) ◽  
pp. 1099-1122 ◽  
Author(s):  
Siqi Ma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Purchase Intentions ◽  
Delivery Time ◽  
Content Type ◽  
Mediating Role ◽  
Logistics Service ◽  
Delivery Times ◽  
Free Shipping ◽  
Logistics Service Quality

Purpose The purpose of this paper is to investigate the effect of a dimension of logistics service quality (delivery time) interacting with shipping charges and purchase importance on customer satisfaction and purchase intentions in an e-commerce context. Uncertainty in terms of perceived ambiguity and perceived riskiness is shown to be the theoretical mechanism that plays a mediating role in the relationships between delivery time and customer satisfaction, as well as between delivery time and purchase intentions. Design/methodology/approach This study used a scenario-based role playing experiment. Three variables are manipulated in the design of the study – delivery time, shipping charges, and purchase importance. Participant responses (n=360) were collected through Amazon Mechanical Turk with perceptual measures. Findings Results indicated that increased delivery time significantly increased customers’ perceived ambiguity and perceived riskiness which reduced satisfaction as well as negatively impacted purchase intentions. Further, free shipping reduced customers’ perceived ambiguity when delivery time was lengthy, but strengthened the perception of ambiguity when the delivery time was short. Originality/value This paper sheds light on how a dimension of logistics service quality (delivery time) interacts with shipping charges and purchase importance to impact customer satisfaction and purchase intentions. It introduces uncertainty in the form of perceived ambiguity and perceived riskiness, to the logistics service literature as the mechanism that can explain how delivery time interacting with shipping charges and purchase importance impact customer satisfaction and purchase intentions. The implications for online retailers are that they should display separate shipping charges for shorter delivery times but for longer delivery times they should display a total price for the product which includes the shipping cost. Also when the purchase is important to the customer, they should offer shorter shipping time choices if they want to increase customer satisfaction.

Exploring urban institutional pressures on logistics service providers

2016 ◽  
Vol 46 (2) ◽  
pp. 153-176 ◽  
Author(s):  
William J Rose ◽  
Diane A Mollenkopf ◽  
Chad W. Autry ◽  
John E. Bell
Keyword(s):  
Urban Environment ◽  
Urban Areas ◽  
Service Providers ◽  
Academic Disciplines ◽  
Future Research ◽  
Theory Approach ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Starting Point

Purpose – As global populations become increasingly urbanized and urban areas grow in density and complexity, many firms seeking to operate in these areas face significant new challenges. The purpose of this paper is to identify the approaches utilized by urban logistics service providers to overcome the issues resulting from urban density and complexity. The paper also identifies potential directions for future research based on the research findings. Design/methodology/approach – The study followed a grounded theory approach (Corbin and Strauss, 2008) to uncover the approaches utilized by logistics service providers to adapt to urban environments. Findings – The urban environment exerts certain coercive and mimetic pressures on logistics service providers. To overcome these pressures, urban logistics service providers seek to manage space, resources, and legitimacy in the urban environment. Research limitations/implications – This research followed an inductive approach, and therefore, further empirical research is required to ensure statistical generalizability. Additionally, all research participants are currently employed in the USA, and so further research at the international level should be conducted. Practical implications – The framework presented will enable firms seeking to enter the urban market to more quickly adapt to the specific pressures of the urban ecology. Originality/value – While literature from several academic disciplines outline problems and solutions specific to urban areas, little qualitative, inductive research has been conducted in the field of urban logistics. The current research serves as a starting point for further urban logistics research.

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.

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