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

Abstract

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.

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

“…Many e-retail businesses have been trying to attract new customers rather than maintaining existing customers. However, unique laws of e-retail supply chain have maintaining relationship with customers in a more important position than ever (Gupta & Singh, 2020;Hsu, Angeloudis, & Aurisicchio, 2018;Kassim, Abdullah, & logistics, 2010;Shi & Liao, 2013;G. Wang, Gunasekaran, Ngai, & Papadopoulos, 2016).…”

“…In addition, it is important to establish relationship marketing strategies that delivers superior value through logistics management in order to secure competitive advantage (Gupta & Singh, 2020;Huma, Ahmed, Ikram, & Khawaja, 2019;Murfield et al, 2017). Nevertheless, most of the academic research on logistics has been conducted only from an operational perspective, such as route design, cost-cutting and dispute research.…”

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

“…It has been observed that adoption and implementation of sustainable practices by Indian LSPs are at the initial stage and need more attention for successful implementation at a broader level (Mangla et al, 2017;Singh et al, 2016b). It has been found that the reduction in carbon emissions by reducing the fuel consumption can be a sustainable initiative in the logistics sector (Gupta and Singh, 2020a). Natural and renewable resources can be utilized as sustainable alternatives to overcome shortage of resources (Dubey et al, 2017;Sureeyatanapas et al, 2018).…”

“…Benefits of being sustainable have been explored by various authors (Azevedo et al, 2017;Majumdar and Sinha, 2018;Gupta and Singh, 2020a). There is a need to create more awareness about sustainability benefits among LSPs.…”

Selection of sustainable transport system: a case study

“…Transportation, besides a growing population and industrialization, increased the pollution significantly (Nakamura, 2004). Therefore, transportation systems need to be environmentally sustainable (Gupta and Singh, 2020). Even manufacturing organizations are trying to use the concept of reverse logistics for ensuring a sustainable transportation system (Agrawal and Singh, 2019).…”