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Toward a Multi-Sided Model of Service Quality for Logistics Service Providers. ADMINISTRATIVE SCIENCES 2020. [DOI: 10.3390/admsci10040079] [Citation(s) in RCA: 4] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022] Open
Abstract
The aim of this research was to identify quality discrepancies in the existing service offerings of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was developed. A qualitative case study approach was employed, and the data were analyzed via a pattern-matching technique. The contribution to the literature is twofold. First, the study transferred the original service quality model developed in the 1980s from a business-to-consumer context to a business-to-business context that is specific to LSPs. Second, the results provide a means of closing the identified service quality gaps arising in an LSP context. Two internal gaps were found: non-homogeneous expectations between the sales and operations departments, and a communication and knowledge gap between these two entities. The three external gaps between LSPs and customers are a loyalty and corporate brand image gap, an innovation and information technology gap and an information asymmetry gap.
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Gawankar SA, Kamble S, Raut R. An investigation of the relationship between supply chain management practices (SCMP) on supply chain performance measurement (SCPM) of Indian retail chain using SEM. BENCHMARKING-AN INTERNATIONAL JOURNAL 2017. [DOI: 10.1108/bij-12-2015-0123] [Citation(s) in RCA: 26] [Impact Index Per Article: 3.7] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
The purpose of this paper is to investigate the relationship between two major constructs (supply chain management practices (SCMP) and supply chain performance measures), which determines the efficiency and efficacy of retail-supply chain management, using a rigorous empirical method to validate the instrument scale for measuring the validity and reliability of the identified constructs. Additionally, the paper further tests the relationship between SCMP and supply chain performance measures using structural equation modeling (SEM).
Design/methodology/approach
Data were compiled and collected from 213 operations and supply chain (SC) heads from leading retail stores in India. Confirmatory factor analysis was used to test the validity of the proposed measurement scale and the relationship is tested using SEM.
Findings
The results of the research will help the decision makers in the SC/procurement field to understand the importance of the association between SCMP and supply chain performance measures. Statistical tests show that the implementation of SCMP are associated with supply chain performance measures, which leads to overall improvements; moreover, there is a statistically significant association between the five SCMP and eight SCPM.
Research limitations/implications
This research is also needed to provide more understanding about the SCMP along with the supply chain performance measures and the positive association among them. Overall, this research provides an additional insight into the growing field of the relationships between SCMP and SCPM. Clearly, the field has ample space to grow in terms of research and practice.
Originality/value
This research paper contributes to the literature on supply chain performance measurement.
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Ojadi F, Tickle M, Adebanjo D, Laosirihongthong T, Boon-itt S. Supplier qualification for high-value goods and services in Nigeria: a comparison of qualified and non-qualified suppliers. INTERNATIONAL JOURNAL OF LOGISTICS-RESEARCH AND APPLICATIONS 2016. [DOI: 10.1080/13675567.2016.1210105] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.1] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/21/2022]
Affiliation(s)
- Francis Ojadi
- Operations Management Department, Lagos Business School, Pan Atlantic University, Lagos, Nigeria
| | - Matthew Tickle
- Marketing and Operations Management, Management School, University of Liverpool, Liverpool, UK
| | - Dotun Adebanjo
- Department of Systems Management and Strategy, University of Greenwich, Old Royal Naval College, London, UK
| | - Tritos Laosirihongthong
- Department of Industrial Engineering, Faculty of Engineering, Thammasat University, Klong Luang, Thailand
| | - Sakun Boon-itt
- Thammasat Business School, Thammasat University, Bangkok, Thailand
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Matches and gaps in the green logistics market. INTERNATIONAL JOURNAL OF PHYSICAL DISTRIBUTION & LOGISTICS MANAGEMENT 2012. [DOI: 10.1108/09600031211250596] [Citation(s) in RCA: 60] [Impact Index Per Article: 5.0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Theodoras DT. Customer service differentiation in the Greek food market: the case of chilled and ambient products. INTERNATIONAL JOURNAL OF LOGISTICS-RESEARCH AND APPLICATIONS 2006. [DOI: 10.1080/13675560600727762] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.1] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/23/2022]
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Levenburg NM. Benchmarking customer service on the internet: best practices from family businesses. BENCHMARKING-AN INTERNATIONAL JOURNAL 2006. [DOI: 10.1108/14635770610668839] [Citation(s) in RCA: 10] [Impact Index Per Article: 0.6] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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Sachan A, Datta S. Review of supply chain management and logistics research. INTERNATIONAL JOURNAL OF PHYSICAL DISTRIBUTION & LOGISTICS MANAGEMENT 2005. [DOI: 10.1108/09600030510632032] [Citation(s) in RCA: 173] [Impact Index Per Article: 9.1] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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