Logistics service innovation for business growth: A case study of Thai logistics entrepreneurs

2020 ◽  
Vol 11 (1) ◽  
pp. 7-7
Author(s):  
Adisak Suvittawat
Keyword(s):  
Customer Satisfaction ◽  
Service Industry ◽  
Service Innovation ◽  
Business Growth ◽  
Great Opportunity ◽  
Logistics Industry ◽  
Logistics Service ◽  
Growth Opportunity ◽  
Transport Volume ◽  
Service Blueprint

With the advent of e-commerce the logistics industry experienced a new never before seen high. Logistics is a great opportunity for service innovations and business growth in this time and age. This research study compared Thai and Indonesian logistics entrepreneurs in various dimensions including: customer satisfaction, service guarantee, service blueprint, pay by installment, product testing trial and the offering of additional services. Logistics has become a service industry with a service mind that follows a service blueprint. Those who do not adjust to the demands of the market and focus on customer satisfaction are left behind and miss out on the business growth opportunity. Indonesian logistics services are still reaching back to their colonial heritage and have to regroup and refocus while Thailand appears to be ahead of the game; even so Indonesia may have a greater transport volume in terms of export and ocean cargo. Thailand embraces the demand for new domestic logistic services like Grab and companies like Kerry carry more than their fare share focusing on warranties and guaranties something new in an industry and country who usually passes on the blame whenever they can. But in this case with logistics the innovative companies take responsibility. Keywords: business growth; entrepreneurs; logistics; service innovation

scholarly journals Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Innovation ◽  
Future Research ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Logistics Service ◽  
Equation Modelling ◽  
Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

Research on Innovation Mechanism and Model of Logistics Enterprise

2010 ◽  
Vol 1 (3) ◽  
pp. 62-87
Author(s):  
Zhang Mu ◽  
Li Wenli ◽  
Luo Jing ◽  
Ye Xiang ◽  
Ren Congying ◽  
...  
Keyword(s):  
Industrial Structure ◽  
Service Industry ◽  
Supply And Demand ◽  
Service Innovation ◽  
Value Added ◽  
Developed Countries ◽  
Logistics Enterprise ◽  
Logistics Service ◽  
Logistics Enterprises ◽  
Innovation Model

As a new field in the service industry, logistics is growing rapidly and is regarded as a fundamental industry in a national economy. Its development is an important symbol of a country’s modernization and national strength. It also works as an accelerator in economic development. At the initial stage of transforming traditional logistics service to a modern logistics service in China, logistics enterprises have encountered many difficulties and problems including an imbalanced supply and demand, distempered industrial structure, faultiness of serving process and backwardness of logistics technology since 2005.Compared with developed countries, there is a great gap between Chinese logistics enterprises and advanced countries’ in the aspects of service concepts, model, and content and techniques. Therefore, based on the service innovation driving model theory, the authors analyze the integrated innovation model of logistics enterprises, logistics technology and network model, and the value-added service model. The authors select Shenzhen China Overseas Logistics Co. LTD (COL) as the empirical object to analyze its operation of technology and non-technology innovation and summarize its inner and outer driving force on promoting service innovation.

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.

Research on Innovation Mechanism and Model of Logistics Enterprise

2012 ◽  
pp. 227-252 ◽  
Author(s):  
Zhang Mu ◽  
Li Wenli ◽  
Luo Jing ◽  
Ye Xiang ◽  
Ren Congying ◽  
...  
Keyword(s):  
Industrial Structure ◽  
Service Industry ◽  
Supply And Demand ◽  
Service Innovation ◽  
Value Added ◽  
Developed Countries ◽  
Logistics Enterprise ◽  
Logistics Service ◽  
Logistics Enterprises ◽  
Driving Model

As a new field in the service industry, logistics is growing rapidly and is regarded as a fundamental industry in a national economy. Its development is an important symbol of a country’s modernization and national strength. It also works as an accelerator in economic development. At the initial stage of transforming traditional logistics service to a modern logistics service in China, logistics enterprises have encountered many difficulties and problems including an imbalanced supply and demand, distempered industrial structure, faultiness of serving process and backwardness of logistics technology since 2005.Compared with developed countries, there is a great gap between Chinese logistics enterprises and advanced countries’ in the aspects of service concepts, model, and content and techniques. Therefore, based on the service innovation driving model theory, the authors analyze the integrated innovation model of logistics enterprises, logistics technology and network model, and the value-added service model. The authors select Shenzhen China Overseas Logistics Co. LTD (COL) as the empirical object to analyze its operation of technology and non-technology innovation and summarize its inner and outer driving force on promoting service innovation.

scholarly journals Assessing the driving forces for greening business practices: Empirical evidence from the United Arab Emirates’ logistics service industry

2016 ◽  
Vol 47 (4) ◽  
pp. 59-69 ◽  
Author(s):  
L. Salhieh ◽  
I. Abushaikha
Keyword(s):  
United Arab Emirates ◽  
Structural Equation ◽  
Environmental Governance ◽  
Service Industry ◽  
Service Providers ◽  
Driving Forces ◽  
Business Practices ◽  
Logistics Industry ◽  
Logistics Service ◽  
Modelling Methodology

The uprising economic, social and political pressures on achieving a good level of environmental governance have forced companies to adopt business practices that aim to mitigate CO2 emissions. Logistics industry is considered as one of the major areas that could make a considerable improvement in reducing the environmental impact of business activities. The aim of this study is to investigate the driving forces that influence the adoption of environmentally friendly logistics activities. Following a detailed literature review, a theoretical model, which encompassed several driving forces and logistics activities, has been developed. Survey-based quantitative data were collected from logistics service providers in the United Arab Emirates (UAE) and analysed using structural equation modelling methodology and multiple regression analysis. Through answering 110 questionnaires, respondents holding different managerial levels at logistics service organizations, provided data reflecting their perception of the forces that would influence the adoption of green logisticspractices. The driving forces (legislations, customers, and organizational awareness) were found to influence the adoption of green logistics practices by the logistics service industry in the areas of warehousing, packaging and transportation.

scholarly journals Discussing Competitiveness of Vietnam Logistics Industry

2020 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
Vu Thi Kim Hanh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Value Chain ◽  
Service Industry ◽  
Current Status ◽  
Logistics Industry ◽  
Chain Management ◽  
Market Expansion ◽  
Logistics Service ◽  
The World

Vietnam country is in the process of both deep and wide integration with the world economy. The world market is wide open for Vietnamese goods and reverse. Towards economic integration and opening up, logistics industry increasingly plays an extremely important role. Porter (1991), argues that logistics is a functional area that contributes to value creation. Logistics is a tool to link activities in the global value chain such as supply, production, distribution, and market expansion for economic activities. According to the Council of Supply Chain Management Professionals (CSCMP, 2013).Although knowing the role of Logistics for the economy, the capacity and contribution of logistics to the Vietnamese economy is still small, the Vietnam LPI is just be arranged at from 39 to 64 in the period from 2007 to 2018 according to the officially announced figures of the World Bank.From the above reasons home logistics industry, the author who is teaching Logistics supply chain management industry at Van Lang University, Ho Chi Minh City. Ho Chi Minh, Vietnam, take a pen to write down this research.This essay analyzes the current situation, related issues and difficulties related to the competitiveness of Vietnam's logistics industry. Uses qualitative methods, uses analysis, comparison, synthesis and description tools to clarify the theoretical basis of the competitiveness of Vietnam's Logistics service industry, and identify indicators Pepper is used to measure the competitiveness of Vietnam's logistics industry. Uses quantitative research methods, through data collection, data analysis, using statistical methods, to determine the current status of Vietnam's logistics service industry capacity since 2007 to 2018, and find out what factors affect the competitiveness of the logistics service industry. Proposing key views and solutions to improve the competitiveness of Vietnam's logistics service industry.

scholarly journals The Effects of Sales Representatives on Customer Satisfaction in Logistics Service Industry

2019 ◽  
Vol 14 (11) ◽  
pp. 55
Author(s):  
Tun-Chih Kou ◽  
Melissa Calderón Vigil
Keyword(s):  
Customer Satisfaction ◽  
Service Industry ◽  
Service Providers ◽  
Sales Representative ◽  
Sales Representatives ◽  
Logistics Service ◽  
Customer Commitment ◽  
Value Propositions ◽  
Customer Trust ◽  
The Impact

Logistics Service Providers (LSP) are companies that provide services as transportation, warehousing, handling, circulation and processing, delivery and information technology to other companies. Their industry has experienced an exponential growth worldwide, challenging their management to deliver solid value propositions to increasingly demanding customers, this is a task usually delivered by sales representatives, as they are the link between the customers and the company. Nicaragua has been chosen to be the place of study of this paper is because there is no similar study in the country that could provide important information about LSPs, thus it is inferred that their sales strategies are empirical, with a poor knowledge of their customer behavior and their decision making process. This study focuses on investigate the impact of: sales representative trust, commitment to the sales representative, sales representative´s consultative selling behavior and relational selling behavior in a customer´s satisfaction. The data recollection was made by applying 200 questionnaires distributed to LSP´s customers in Nicaragua, this information was later analyze with SPSS and AMOS. The results of this thesis demonstrate a positive relationship between the 4 independent variables: customer trust, customer commitment, consultative selling behavior and relational selling behavior with the dependent variable customer satisfaction.

scholarly journals Integrated Development of Exhibition and Logistics Under Service Innovation Mode

2021 ◽  
Vol 235 ◽  
pp. 02024
Author(s):  
Haiqin Fan
Keyword(s):  
Service Industry ◽  
Service Innovation ◽  
Theoretical Research ◽  
Development Mode ◽  
Integrated Development ◽  
Logistics Industry ◽  
Modern Service Industry ◽  
Innovation Mode

Both exhibition and logistics belong to modern service industry, and they promote each other. However, the logistics industry has not received special attention and development in the field of exhibition at this stage, and the theoretical research is still in its infancy. After analyzing the characteristics of exhibition logistics deeply, this paper argues an integrated development mode of exhibition logistics under the service innovative mode, so as to improve the development of exhibition and logistics.

scholarly journals Research on the location of S express logistics terminal delivery network in Haizhou District of Lianyungang

2021 ◽  
Vol 275 ◽  
pp. 01075
Author(s):  
Xuemei Wu ◽  
Yingyun Xu
Keyword(s):  
Customer Satisfaction ◽  
Service Providers ◽  
Distribution Network ◽  
Internet Technology ◽  
The Internet ◽  
Logistics Industry ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Logistics Activity ◽  
Delivery Network

With the development of Internet technology, consumption on the internet has become an indispensable way of consumption in our life, and the logistics industry driven by network consumption is also rising rapidly. Logistics terminal distribution is a kind of logistics activity that logistics service providers deliver express packages directly to consumers from the last distribution network. It is the last link of logistics service to meet the needs of customers. The purpose of this paper is to analyze the distribution of a certain express terminal network in Haizhou District of Lianyungang, put forward the proposal of increasing the distribution network, and study the location of the network through AHP, and determine the final location and the establishment of the network has a certain significance to improve customer satisfaction and other aspects.

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