Determining inland logistics service attributes: a case study of Chinese landlocked regions

Kuo, Szu-Yu; Yang, Ching-Chiao; Lai, Po-Lin

doi:10.1108/mabr-09-2019-0041

Cited by 8 publications

(8 citation statements)

References 36 publications

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“…Importance-Performance Analysis (IPA) is usually used to distinguish the difference between the important factor of a problem that consumers value and the actual management behavior of the service provider on the problem [42]. IPA analysis illustrates the average importance and performance results of the four quadrants of characteristics, distinguishes the gap between consumers' awareness of the importance of specific logistics service quality factors and the performance of the company that provides logistics services in the actual management of quality factors, and determines the domain of the resources which require redistribution.…”

Section: Methodsmentioning

confidence: 99%

“…The past literature has demonstrated a high correlation between perceived importance and satisfaction [40][41][42][43][44]. For example, Kim and Lim [40] focused on the attributes of companies with regard to consumers' online shopping, and studied the relationship between consumers' perceived importance of online shopping and satisfaction.…”

Section: The Relationship Between Customers' Perceived Importance Of Last-mile Logistics Services and Customer Satisfactionmentioning

confidence: 99%

“…In addition, in order to determine which quality factors should be the focus of fresh food e-commerce companies in the last-mile logistics services, this study uses an I-PA analysis method to screen out the factors emphasized by customers which do not perform well [42]. The specific content of the survey questions was determined by modifying each question of Personnel Contact Quality (PCQ), Delivery Quality (DLQ), Information Quality (IMQ), Timeliness Quality (TLQ), and Empathy Quality (EPQ) in Table 1.…”

Section: Construct Item Sourcementioning

confidence: 99%

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Sustainable Management for Fresh Food E-Commerce Logistics Services

et al. 2021

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This article determines the quality factors which improve the satisfaction of logistics services, and the specific evaluation items that customers value. Moreover, this study verifies the moderating effect of consumers on the perceived importance of last-mile logistics services, and its impact on logistics service satisfaction. Through a literature review, the conceptual model is determined, and measurement scales are developed. Furthermore, we collect data through online surveys and employ structural equation modeling, hierarchical regression analysis, and importance–performance analysis methods in order to analyze the collected data, and to test the research hypotheses. The findings of this study are as follows. First, the qualities of personal contact, timeliness, and empathy in the fresh food e-commerce logistics service quality evaluation system have a significant positive impact on the fresh food e-commerce logistics service consumer satisfaction, but the delivery quality and information quality are not significant. Second, consumers’ perceived importance of last-mile logistics services has a positive and significant impact on the consumer satisfaction of fresh food e-commerce logistics services. Moreover, as a moderating variable, its moderating effect has limitations: it only affects the relationship between information quality, timeliness quality, empathy quality, and consumer satisfaction. Finally, in the three evaluation dimensions of information quality, timeliness quality, and empathy quality, specific items that need to be further improved are identified. This study enriches and supplements the empirical research in the field of fresh food e-commerce logistics, and provides academic literature with a reference value for fresh food e-commerce logistics enterprises.

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Section: Methodsmentioning

confidence: 99%

Section: The Relationship Between Customers' Perceived Importance Of Last-mile Logistics Services and Customer Satisfactionmentioning

confidence: 99%

Section: Construct Item Sourcementioning

confidence: 99%

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Sustainable Management for Fresh Food E-Commerce Logistics Services

et al. 2021

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“…For instance, the annual employee turnover rate is as high as 27% in the forwarding industry in Greater China (Shang et al, 2016). Employee turnover entails high costs for the logistics service business (Kuo et al, 2020). Therefore, logistics service providers (LSPs) have to control their employee turnover rate so reliable and customized services can be provided to their clients.…”

Section: Introductionmentioning

confidence: 99%

“…LSPs offer several value-added services to shippers, such as storage, cargo tracking, inland transport, customs clearance, packing and documentation (Lu, 2003). They play an important role in providing integrated logistics-related services to shippers or their clients (Lu et al, 2016;Kuo et al, 2020;Lai et al, 2020). According to the Ministry of Economic Affairs (2020) in Taiwan, the service industry contributed 62.72% of its gross domestic product (GDP) in 2019 and the annual revenue generated from this industry reached US $30bn, which accounted for 7.2% of the GDP.…”

Section: Introductionmentioning

confidence: 99%

Can corporate social responsibility enhance organizational image and commitment in the ocean freight forwarding industry?

Yang

Lai

Zhu

2021

MABR

Self Cite

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Purpose In the past few decades, the concept of corporate social responsibility (CSR) has received substantial interest in the competitive business environment. This study aims to empirically examine the impact of CSR on corporate image, organizational commitment and organizational performance in ocean freight forwarders. Design/methodology/approach Five critical CSR dimensions were identified based on factor analysis: consumer interests, employee interests, environmental management, disclosure and corporate commitment and sponsorship. Structural equation modelling was subsequently performed to examine the hypothesized relationships among CSR, corporate image, organizational commitment and organizational performance. Findings Results indicated that CSR had significantly positive effects on corporate image and organizational commitment, whereas corporate image was positively related to organizational commitment and organizational performance, respectively. Organizational commitment was also positively related to organizational performance. However, CSR did not have a significant direct effect on organizational performance. Research limitations/implications This study intended to conduct a survey on logistics service providers; however, due to the limited availability of research on ocean freight forwarding service providers, the present sample was limited to ocean freight forwarding enterprises. Originality/value From a theoretical perspective, this study contributes to the field by identifying the important dimensions of CSR and their effects on corporate image, organizational commitment and organizational performance. Particularly, it demonstrated the effect of CSR on ocean freight forwarding employees’ organizational commitment.

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Strategic integration of environmental sustainability in inland logistics: A multi‐criteria decision‐making approach

Charłampowicz,

Mańkowski,

Saikouk

2024

Bus Strat Env

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This study develops a reference model for managing inland logistics operations with a focus on environmental sustainability. As global supply chains face the imperative of integrating environmental practices, inland logistics operators are pivotal in this transition. Utilizing fuzzy‐DEMATEL analysis, the research identifies key management concepts and their interrelationships, highlighting strategic and operational management as the most significant. The approach distinguishes between causal and effectual concepts, prioritizing actions and resources for a dynamic management system.Actionable strategies derived from the findings prompt inland logistics operators to focus on process management as a primary tool for implementing strategic objectives. The model suggests that environmental management, while critical, is not perceived as a priority in Polish inland transport, indicating a potential area for further development. The study's practical implications underscore the need for logistics operators to integrate this reference model, enhancing operational efficiency and addressing environmental standards.Theoretically, the research enriches logistics management literature by offering a robust framework that operationalizes management concepts within inland logistics. By advancing the methodological application of fuzzy‐DEMATEL, the study provides a new lens for examining management dynamics. The reference model's emphasis on environmental sustainability contributes to the theoretical understanding of sustainable logistics practices.In sum, the research offers a comprehensive framework for inland logistics operators, balancing environmental sustainability with operational efficiency. It serves as a guide for future research and practical application, setting a new direction for sustainable logistics management.

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Determining inland logistics service attributes: a case study of Chinese landlocked regions

Cited by 8 publications

References 36 publications

Sustainable Management for Fresh Food E-Commerce Logistics Services

Sustainable Management for Fresh Food E-Commerce Logistics Services

Can corporate social responsibility enhance organizational image and commitment in the ocean freight forwarding industry?

Strategic integration of environmental sustainability in inland logistics: A multi‐criteria decision‐making approach

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