Logistics Customer Research Articles

The Relationship among Logistics Service Quality, Customer satisfaction, and Reuse Intention of Internet Shopping Malls: Focused on the Chinese shopping experiences in Korea

The Relationship among Logistics Service Quality, Customer satisfaction, and Reuse Intention of Internet Shopping Malls: Focused on the Chinese shopping experiences in Korea

CUSTOMER SERVICE, DESIGN AND LOGISTICAL COMPONENTS IN SPANISH SERVICE ENTERPRISES

Customer service, design and logistical components are a little bit misjudged and underutilized in current practice elements of Spanish service establishments. Although most of them take into account the connection between logistics and customer service, it is reflected only as support for the service and not as an important way to elevate levels of competence and competitiveness. The objective of this research work is to provide a technique for the design of logistics customer service in business services; this procedure has been applied in different companies and this has allowed us to verify its validity. Article visualizations:

The optimal decision of customer order decoupling point for order insertion scheduling in logistics service supply chain

Customer demand for order insertions impacts the position of the customer order decoupling point (CODP) in a logistics service supply chain (LSSC). This paper focuses on how the parameters of inserted orders affect the position of the CODP when a logistics service integrator (LSI) is operating a mass customization logistics service. Considering customer demand for orders to be inserted, a CODP decision model for LSSCs is developed based on a two-echelon LSSC consisting of an LSI and several customers. The objectives of the model are to maximize the profit and to ensure the comprehensive satisfaction of the LSI. Conducting numerical analyses on a specific dataset, it was discovered that the scale effect coefficient and service volume of the inserted order have a clear influence on the CODP decision, while the order variation coefficient does not. Furthermore, the LSI will not accept an inserted order when the inserted order has a high variation coefficient or a low price.

Selected elements of the logistic customer service in public transport – Gdynia case

Relationship marketing involves negotiated service promise, which is characterized by: the reliability of trip in the desired direction, using of suitable means of transport at a certain price, expected conditions of trip in right time. The universality of the principles of customer service determined the adoption of marketing orientation by the Public Transport Authority in Gdy-nia. It’s made by marketing research and forming of public transport services based on its re-sults. PTA in Gdynia planning services, takes into account not only the needs of existing cus-tomers (passengers), but also the needs of people using private cars. This makes possible to increase quality of PT services. The rule: "right the first time" is the main determinant of Public Transport Authority in Gdynia.

Logistics customer service on the example of courier companies

Logistics customer service is nowadays one of the basic tools of competition among companies. Keeping it in accordance with the preferences of customers may result in a group of loyal and satisfied customers. Services of courier companies are nowadays ubiquitous to the individual customer, however, with different availability. Based on the websites of the three courier companies, the author made a comparison of service offerings for individual customers based on the basic elements of logistics support. Finally, a group of elements that are necessary in the process of ordering courier service by an individual customer was created.

The exploration of the market demand of medical logistics professional undergraduates

Analysising the Internet talents recruitment information of medical logistics professional undergraduates with content analysis, we have got to know that talent post group of medical logistics professional undergraduate mainly consists of production logistics manager, warehouse manager, transportation and delivery manager, customer service manager, purchasing manager, and logistics information center administrator. Besides, the ability requirements of medical logistics professional undergraduates are orderly work experience, communication and coordination skills, teamwork spirit, written expression ability and innovation ability. So some suggestions have been put forward that personnel training target should be proactive, curriculum system should highlight the professional characteristic, diversified teaching methods should be emphasized, and evaluation system should focus on process control. Key words: Content analysis; Medical logistics; Market requirement

Measurement of the Logistic Customer Service Level in Commercial Cargo Motor Transport Companies

Abstract The term of logistic customer service is defined as the abilities or skills to meet the customer’s requirements and expectations, chiefly in terms of the time and place of deliveries, while using all available forms of logistic activity, including transport, storage, and the management of inventories, information and packages. As each of the logistic activities has an effect on the customer receiving right product or service, in its proper condition, in the correct time and space, and at reasonable costs, so seeking the proper service comes down to managing logistic activities in such a manner, as to achieve the essential level of customer satisfaction at the lowest possible costs. The identified elements of logistic customer service in an organization are placed on a specific level, as assessed from the perspective of the purchasers' expectations. Among various methods for measuring customer service level, or quality, which are described in the literature on the subject, the SERVQUAL is recognized as one of the most effective. The SERVQUAL method relies on measuring the differences that exist between the quality, as perceived by a customer, and the quality demanded by that customer from a specific service. In order to determine the difference, both the customer's expectations for the service level, and their fulfilment by a specific organization need to be examined at the same time. The elements of logistic customer service of the Silesian Province’s (region in southern Poland) commercial cargo motor transport enterprises under study are placed on a measurable level, as evaluated from the perspective of the recipients of offered transport services. The measurement of the logistic customer service level, as found in the entities examined, was made using the SERVQUAL method. The survey questionnaire used in the study was constructed based on 22 logistic customer service determinants. Questionnaire forms were filled by 294 customers of 147 Silesian Province’s commercial cargo motor transport enterprises examined, i.e. two customers of each enterprise. The article presents theoretical basis for the measurement of the logistic customer service level by the SERVQUAL method, description of acquiring the research material, analysis of examination results and conclusions.

Study of the Logistics Transportation Vehicle Terminal Path Optimization and Algorithm Based on GIS

Based on feasibility and rationality, the path of the distribution centers, cargo terminal and receiving point as the optimized object.Using the Dijkstra algorithm and to improve it,set up customer logistics cost minimum as the target of route choice model;Using the improved Dijkstra algorithm greatly improves the operation speed,especially in the cross area for the shortest path,division graph method has very big enhancement to the time complexity of the algorithm ,enable the customer logistics total cost minimum.Therefore, route choice model can accurately describe the logistics distribution problem.

Three Level Logistics Nodes Planning of Inner Mongolia

Whether the planning of logistics nodes is good or bad directly affects the level of logistics efficiency and customers’ satisfaction. The confusion logistics nodes assignment in Inner Mongolia leads to the low efficiency of logistics, so it is imminent to make a reasonable three level logistics nodes planning. First of all, the logistics volume of Inner Mongolia in 2014 is predicted by exponential smoothing based on the data from 2007 to 2013 in Inner Mongolia Statistical Yearbook. Then, the number of logistics parks, logistics centers and distribution centers is calculated based on the logistics volume of Inner Mongolia in 2014. Moreover, a reasonable three level logistics nodes location of Inner Mongolia is proposed considering of several factors.

Trucks and Bikes: Sharing the Roads

More cycling in urban areas could alleviate congestion that would benefit logistics operations as well as provide health and environmental benefits to the community at large. However, cycling within many Australian cities is currently being impeded due to poor road design and the absence of best practice freight vehicle standards (amongst other deterrents). Rising levels of fear and road trauma are creating the opportunity to address safety issues associated with the interaction between trucks and bicycles in urban areas. Those involved in city logistics can help to promote cycling and other forms of active transport by participating in the development and implementation of measures that increase the level of safety for cyclists. Measures that could be supported include: intersection design, design modifications for trucks, education of drivers, cyclists and road managers, enforcement aimed at behavioural change, as well as logistics customers requiring the use of safer trucks. Road management approaches with integrated safety benefits include designating routes and times for the movement of freight vehicles to avoid cyclists and requiring the trucks used in urban areas to have better visibility (e.g. lower driver position). This paper discusses several measures for improving the safety of cyclists including freight vehicle engineering and truck driver training programs as well as environmental management and land use changes.

A Study on the Effects of Information Technology Capabilities on Supply Chain Integration and Logistics Customer Service

A Study on the Effects of Information Technology Capabilities on Supply Chain Integration and Logistics Customer Service

Determining the revenue contribution of logistics customer service improvements: a multi criteria decision making approach

In operations and service management generating revenues is as important as reducing costs. Although logistics customer service is an important measure for executives, little research has been conducted to quantify the extent to which improvements of service levels contribute to a company’s revenues. The paper applies existing fuzzy-based methods to monetarily determine the revenue contribution of logistics customer service. A logistics customer service-revenue curve and its influencing parameters are derived to obtain a quantitative relation. The method of the analytical hierarchy process is evolved dynamically by involving competitors and customer reactions. A case study from the consumer goods industry illustrates the main findings.

A qualitative study on evolution of relationships between third-party logistics providers and customers into strategic alliances

Purpose– The purpose of this exploratory study is to highlight the stages in the relationship which eventually lead to an integrated logistics alliance.Design/methodology/approach– The stages involved in the evolutionary process have been explained with the help of concepts of mental models and knowledge-related asymmetries. The study has been justified by applying multiple case research design which involves examples of successful logistics alliances.Findings– The analysis using case study approach provides a detailed overview how third-party logistics providers develop successful relationships with different industry firms over a period of time which eventually lead to innovations benefiting both the partners.Research limitations/implications– In the paper, a qualitative case study methodology has been adopted which is limited in nature when compared to quantitative approach. Nevertheless, the multiple cases discussed in the paper involve organizations from diverse sectors thus providing a holistic perspective and adding value to the current strategic alliance literature.Practical implications– The complete understanding of the concepts discussed in this paper will help companies revisit their business strategies and identify areas of improvements in their current engagement practices with third-party logistics providers.Originality/value– Many a time, relationships fail to develop into an alliance and research related to the attributes causing these failures might be limited. In the past, though many papers have talked about strategic alliances between third-party logistics providers and customers, little has been discussed about how such relationships evolve into successful strategic alliances.

Third‐Party Logistics: A Meta‐Analytic Review and Investigation of its Impact on Performance

Interest in third‐party logistics has been steadily increasing over the last two decades. Recently, increased focus by researchers has produced a solid literature base of academic research. In this article, a meta‐analytic approach is employed to provide a quantitative review of the empirical literature and examine relevant constructs. Fifty‐four samples across 69 peer‐reviewed journal articles, yielding a total of 9,386 observations, were obtained and analyzed. We used transaction cost economics and the resource‐based view as lenses to hypothesize a structural model of the relationships between relational governance structure, logistics customer service, and firm performance. Additional relationships were also found and analyzed, helping to clarify the mixed existing findings in the literature. The study concludes by mapping out future directions for 3PL research, based on the study's findings.

An order insertion scheduling model of logistics service supply chain considering capacity and time factors.

Order insertion often occurs in the scheduling process of logistics service supply chain (LSSC), which disturbs normal time scheduling especially in the environment of mass customization logistics service. This study analyses order similarity coefficient and order insertion operation process and then establishes an order insertion scheduling model of LSSC with service capacity and time factors considered. This model aims to minimize the average unit volume operation cost of logistics service integrator and maximize the average satisfaction degree of functional logistics service providers. In order to verify the viability and effectiveness of our model, a specific example is numerically analyzed. Some interesting conclusions are obtained. First, along with the increase of completion time delay coefficient permitted by customers, the possible inserting order volume first increases and then trends to be stable. Second, supply chain performance reaches the best when the volume of inserting order is equal to the surplus volume of the normal operation capacity in mass service process. Third, the larger the normal operation capacity in mass service process is, the bigger the possible inserting order's volume will be. Moreover, compared to increasing the completion time delay coefficient, improving the normal operation capacity of mass service process is more useful.

A Time Scheduling Model of Logistics Service Supply Chain Based on the Customer Order Decoupling Point: A Perspective from the Constant Service Operation Time

In mass customization logistics service, reasonable scheduling of the logistics service supply chain (LSSC), especially time scheduling, is benefit to increase its competitiveness. Therefore, the effect of a customer order decoupling point (CODP) on the time scheduling performance should be considered. To minimize the total order operation cost of the LSSC, minimize the difference between the expected and actual time of completing the service orders, and maximize the satisfaction of functional logistics service providers, this study establishes an LSSC time scheduling model based on the CODP. Matlab 7.8 software is used in the numerical analysis for a specific example. Results show that the order completion time of the LSSC can be delayed or be ahead of schedule but cannot be infinitely advanced or infinitely delayed. Obtaining the optimal comprehensive performance can be effective if the expected order completion time is appropriately delayed. The increase in supply chain comprehensive performance caused by the increase in the relationship coefficient of logistics service integrator (LSI) is limited. The relative concern degree of LSI on cost and service delivery punctuality leads to not only changes in CODP but also to those in the scheduling performance of the LSSC.

An evaluation approach to logistics service using fuzzy theory, quality function development and goal programming

Logistics customer service is an important factor in the success of supply chain management. The aim of this study is to propose a novel approach for customer service management. For the improvement of logistics service operations, the proposed method integrates quality function development (QFD), fuzzy extended analytic hierarchy process (FEAHP), and multi-segment goal programming (MSGP). The advantage of the method includes the consideration of various logistics goals and the flexibility of setting multi-aspiration levels of evaluation criteria.

A decision support system for public logistics information service management and optimization

Transportation optimization usually aims at minimizing the empty load ratios (ELRs) of vehicles. Most Chinese vehicles for logistics are owned by individual entrepreneurs. Because China is very large, transport distances are typically long, and thus the ELR is very high. The ELR is the primary reason for high transport costs, considerable pollution, and high energy consumption. Many Chinese local governments try to build public transport information services that decrease the ELR. This work proposes a decision support system (DSS) for public logistics information service management and optimization (PLISMO) for vehicle drivers and owners, logistics customers and related logistics service providers and management institutes. The dynamic and real-time matching model between goods and vehicles, and the enabling technologies are important issues for the DSS for PLISMO. Therefore, intelligent positioning technologies are employed to acquire and manage the vehicle status. A model matching vehicles with goods is developed based on an assessment model of transport capability and service priority criteria. A multi-objective real-time scheduling model is devised to minimize the ELR. Based on the concepts and decision-making models for PLISMO, a DSS is created and the architecture of the system is investigated. The effectiveness of the DSS and decision-making models is demonstrated by a case of finished vehicle logistics (FVL). Analytical results show that the proposed DSS can reduce the ELR and logistics cost. This system helps governments construct DSSs for general PLISMO.

A Study on the Causal Relationship of Logistics Industry on Customer Satisfaction and Logistics Networks

A Study on the Causal Relationship of Logistics Industry on Customer Satisfaction and Logistics Networks

The Impact of the Determinants of 3PL Selection on Customer Satisfaction and Logistics Performance in SMEs: Is Perceived Customer Orientation a Missing Link?

The Impact of the Determinants of 3PL Selection on Customer Satisfaction and Logistics Performance in SMEs: Is Perceived Customer Orientation a Missing Link?