Logistics Service Performance Research Articles

Correction to “Well‐being insights from the food insecurity supply chain: A paradox theory perspective on logistics service performance”

Correction to “Well‐being insights from the food insecurity supply chain: A paradox theory perspective on logistics service performance”

Well‐being insights from the food insecurity supply chain: A logistics service quality perspective

AbstractFood insecurity directly impacts individual well‐being, and logistics is considered the backbone of serving food‐insecure individuals. Food insecurity organizations (FIOs) such as national organizations, food banks, and food pantries offer transformative logistics services to address food insecurity. Previous research has begun to explore FIOs' logistics services and operations, but sparse research has examined how FIOs evaluate logistics service performance. Using logistics service quality as a foundation, our study explores the meaning of logistics service performance from the perspective of FIOs. Applying the hermeneutic method, we conducted interviews with 23 informants across 14 organizations to understand the meaning of logistics performance for FIOs. We leverage these interviews to offer a contextualized understanding of logistics service quality based on the four pillars of food insecurity and the shared meaning of logistics service performance within FIOs. By subjecting an important “traditional” performance metric to the consumer‐centric realities of the food insecurity supply chain, we extend logistics theory by offering transformative logistics service outcomes based on well‐being perspectives. We also offer timely guidance to help facilitate the vital work of FIOs.

A Modular IoT-Based Architecture for Logistics Service Performance Assessment and Real-Time Scheduling towards a Synchromodal Transport System

Logistics is significantly impacted by quality/quantity issues associated with data collection and data sharing restrictions. Nonetheless, public data from national entities and internet-of-things (IoT) solutions enable the development of integrated tools for performance analysis and real-time optimization of logistics networks. This study proposes a three-module data-driven system architecture that covers (a) logistics data collection tools, (b) logistics services performance evaluation, and (c) the transition to synchromodal systems. Module 1 integrates multisource data from national logistics platforms and embedded devices placed within intermodal containers. A multigraph representation of the problem is conceived. Environmental, economic, and operational data are generated and injected into a digital twin. Thus, key performance indicators (KPIs) are computed by simulation or direct transformation of the collected data. Module 2 uses Multi-directional Efficiency Analysis, an optimization algorithm that benchmarks multimodal transportation routes of containers using prior KPIs. Outputs are a technical performance index relevant to logistics clients and improvement measures for logistics service providers. A real case study application of the solution proposed for Module 2 is presented. Module 3 provides real-time scheduling and assignment models using CP-sat solvers, accommodating varying system dynamics and resource availability, minimizing makespan and operational costs.

The impact of logistics management on logistics service performance: A study on maritime transportation services in Oman

This study aims to investigate the impact of logistic management on maritime transportation Service Performance in Oman. According to the resource-based view theory, firms with an inward organizational focus believe that performance stems from unique resources and capabilities specific to the firm. Based on this premise, successful companies aim to cultivate distinctive capabilities, often of intangible nature, to drive future competitiveness. This descriptive study examines the impact of logistic management on maritime transportation service performance. Based on a non- probability sample of 200 respondents from logistics and maritime transport service companies. The relationship between variables was analyzed using structural calculation modeling. The results showed that five out of the nine hypotheses were all positively and significantly supported (supply to services quality, transportation to cost, transportation to services quality, transportation to time and warehousing to cost). While the relationship between (supply to cost, supply to time, warehousing to service quality, warehousing to time) were not supported. The study focuses on the one maritime service provider in Oman, thus precluding the generalizability of findings to other logistics service or logistics areas.

The role of commitment in online reputation systems: An empirical study of express delivery promise in an E-commerce platform

Express delivery, enabled by automated warehouse systems, offers a competitive advantage to e-commerce retailers by shortening order shipping time. It is a common strategy used to attract customers to maintain customer loyalty and improve customer satisfaction on an electronic commerce platform. Yet promising express delivery may heighten customer expectations, subsequently affecting their post-purchase satisfaction and potentially affecting their rating behavior for the logistics service performance. Using a dataset from an e-commerce platform, we show that orders with an express delivery promise are less likely to be reviewed and are reviewed with a lower rating score compared to orders without an express delivery promise but with the same delivery time. Interestingly, the negative effect persists even if the express order arrives earlier than the promised delivery date. We propose that customers have a preference referencing a higher expectation driven by the promise effect of the express delivery, resulting in a change in rating behavior. We recommend that firms, especially online retailers, should carefully consider anticipated customer expectations and post-purchase reactions when developing an express delivery commitment strategy.

The Exploration of Performance Evaluation on School Rear-service in China

The logistic service in China’s schools, especially in college schools, has become more and more socialized, which requires higher quality of the management to meet it. The performance evaluation about school logistic service in China includes six aspects: the effectiveness of the operation system, the quality of the school asset, the ability of the development, the service quality, the social contribution and the level of the management. This paper will introduce the current situation of logistic service management in China’s schools, and then make an analysis of the school logistics performance management, followed by a design of performance evaluation index system of school logistics management, which includes 6 indexes and 42 subindexes, with the purpose of improving the quality of school logistics assets, ensuring sustainable development and perfecting the logistics management and economic efficiency. Finally, the paper will try to propose some suggestions on how to reform the school logistics service performance management in China and learn some useful experience from abroad.

A Qualitative-Quantitative Fuzzy Evaluation Model for Selecting an International Ocean Freight Logistics Provider

To ensure the best possible integrated logistics service performance, how to select an international ocean freight logistics provider (IOFLP) suitable for shippers is an important issue. The main purpose of this paper is to construct a qualitative-quantitative fuzzy multiple criteria decision-making (MCDM) evaluation model to empirically select an optimal IOFLP. After reviewing the literature and gathering experts' opinions, 23 criteria in five assessment aspects suitable for the selection of an IOFLP were obtained. The study then constructed a fuzzy MCDM selection model based on quantitative-qualitative criteria, and conducted a questionnaire survey of import/export shippers in Taiwan in order to interpret the operating processes of the proposed model. The empirical results indicated that company P was the IOFLP considered optimal by the shippers in Taiwan. Moreover, the proposed qualitative-quantitative fuzzy MCDM method and research methodology in this study can be employed as a practical tool for business applications in the future.

Collaboration, feedback, and performance: Supply chain insights from service-dominant logic

This research demonstrates how collaborative feedback and resource investments in supply chain management and logistics-based partnerships influence the establishment of inter-firm collaboration, and ultimately, focal firm logistics service performance. We employ a two-stage collaboration model grounded in Service-Dominant logic and supported by empirical findings from supply chain managers. This answers calls for research addressing how information and collaboration co-create value in service ecosystems. The study further explores the conditional effects of commitment to learning, an operant resource aiding in collaboration capitalization. Accordingly, this study contributes to Service-Dominant logic, supply chain management and logistics, and service strategy literatures by successfully demonstrating that various partnership investments in and dialogical exchanges with partners enhance collaborative, value co-creation processes resulting in mutually-beneficial strategic advantages. The findings are particularly relevant given recent global supply disruptions that mandate more resilient supply chains.

The perception of the farmer on dairy cooperative feed mill logistics service using customer satisfaction index (CSI) and importance-performance analysis (IPA)

A good logistics service performance in the dairy feed mill increases farmer benefits and reduces negative environmental effect. Therefore, this study aims to measure the effectiveness of logistics services quality in dairy cooperative feed mill using the customer satisfaction index (CSI) method and important performance analysis (IPA) to enhance performance quality in achieving sustainable business processes. This was conducted in Lembang Districts, West Java, Indonesia, with 150 farmer members of the cooperative as respondents. Then, a total of 100 questionnaires that is suitable with the analysis criteria were used. The CSI method was used to determine farmers’ perception of the logistics service performance and the IPA was adopted for selecting the attributes that need improvement. The result showed a CSI value of 71.05%, which falls under the satisfied category and the IPA diagram showed that the responding rate toward farmers’ demand and employees’ willingness to help was in quadrant II. Conclusively, the logistics service in the cooperative is effective to fulfil farmer needs. Furthermore, some attributes in quadrant II are useful recommendations for improving the logistics service quality.

Logistics Performance, Ratings, and Its Impact on Customer Purchasing Behavior and Sales in E-Commerce Platforms

Problem definition: We examine the impact of logistics performance metrics such as delivery time and customer’s requested delivery speed on logistics service ratings and third-party sellers’ sales on an e-commerce platform. Academic/practical relevance: Although e-commerce retailers like Amazon have recently invested heavily in their logistics networks to provide faster delivery to customers, there is scant academic literature that tests and quantifies the premise that convenient and fast delivery will drive sales. In this paper, we provide empirical evidence on whether this relationship holds in practice by analyzing a mechanism that connects delivery performance to sales through logistics ratings. Prior academic work on online ratings in e-commerce platforms has mostly analyzed customers’ response to product functional performance and biases that exist within. Our study contributes to this stream of literature by examining customer experience from a service quality perspective by analyzing logistics service performance, logistics ratings, and its impact on customer purchase probability and sales. Methodology: Using an extensive data set of more than 15 million customer orders on the Tmall platform and Cainiao network (logistics arm of Alibaba), we use the Heckman ordered regression model to explain the variation in customers’ rating of logistics performance and the likelihood of customers posting a logistics rating. Next, we develop a generic customer choice model that links the customer’s likelihood of making a purchase to the logistics ratings provided by prior customers. We implement a two-step estimation of the choice model to quantify the impact of logistics ratings on customer purchase probability and third-party seller sales. Results: We surprisingly find that even customers with no promise on delivery speed are likely to post lower logistics ratings for delivery times longer than two days. Although these customers are not promised an explicit delivery deadline, they seem to have a mental threshold of two days and expect deliveries to be made within that time. Similarly, we find that priority customers (those with two-day and one-day promise speed) provide lower logistics ratings for delivery times longer than their anticipated delivery date. We estimate that reducing the delivery time of all three-day delivered orders on this platform (which makeup [Formula: see text] 35% of the total orders) to two days would improve the average daily third-party seller sales by 13.3% on this platform. The impact of delivery time performance on sales is more significant for sellers with a higher percentage of three-day delivered orders and a higher spend per order. Managerial implications: Our study emphasizes that delivery performance and logistics ratings, which measure service quality, are essential drivers of the customer purchase decision on e-commerce platforms. Furthermore, by quantifying the impact of delivery time performance on sales, our study also provides a framework for online retailers to assess if the increase in sales because of improved logistics performance can offset the increase in additional infrastructure costs required for faster deliveries. Our study’s insights are relevant to third-party sellers and e-commerce platform managers who aim to improve long-term online customer traffic and sales. History: This paper has been accepted as part of the 2018 MSOM Data Driven Research Challenge. Supplemental Material: The online appendix is available at https://doi.org/10.1287/msom.2021.1045 .

Investigating the effect of pharmaceutical logistics service performance on customer satisfaction: a two-step approach with structural equation modeling

BackgroundThese days, pharmaceutical customers are the utmost stakeholders in the healthcare supply chain, and ensuring their satisfaction with the logistics services has become worthwhile. This study aimed to investigate the effect of perceived logistics service performance on customer satisfaction in the public health facilities served under the Ethiopian Pharmaceutical Supply Agency of the western cluster.MethodsAn analytical cross-sectional study was conducted between January and February 2020. We selected 269 respondents using a multistage sampling technique. A pretested semi-structured questionnaire was used to collect the intended data. We employed SPSS version 26 and AMOS 22 software to analyze the quantitative data. The findings obtained from the open-ended questions were summarized in word document manually and used to discuss the quantitative data. We tested the hypotheses using structural equation modeling.ResultsOf the 269 questionnaires, 247 were duly completed and returned, making a 92% response rate. The findings indicated that the pre-transaction logistics service components (β = 0.31, p < .001), the transaction logistics service components (β = 0.54, p < .001), and the post-transaction logistics service components (β = 0.62, p < .001) influenced customer satisfaction positively and significantly explaining 77.1% of variations. The respondents indicated that the right person with appropriate qualifications, adequate knowledge, and experience should be employed to provide specific logistics services to please clients.ConclusionIt is worth pointing out that the higher logistics services performances are likely to enhance customer satisfaction. Therefore, logistics managers should strive to ensure customers get the desired products and services reliably to increase their satisfaction even better than the current performance.

RETRACTED ARTICLE: Application of Iot embedded system and fuzz mathematics in international logistics service performance evaluation

With the development of Internet technology and the popularization of data network, people's life is becoming more and more convenient, and the services in the society are more and more comprehensive. Due to the fierce competition of various service industries and the continuous optimization of products, people are faced with more and more choices when consuming, which also leads to the popularity of cross city crowdsourcing logistics mode which can obtain better benefits and higher profits by investing lower costs. When we evaluate a country's logistics capacity, we often introduce the logistics performance index, which includes six aspects: the level of international trade, the proportion of import and export trade, the advanced level of domestic equipment and technology, the capacity of goods manufacturing and transportation, the level of post service and product quality. Based on the perspective of logistics performance index (LPI), this paper analyzes the general situation of cross-border logistics cooperation between China and Laos, including the factors that affect the cross-border logistics cooperation between China and Laos, such as China's import and export volume to Laos, logistics infrastructure, cross-border logistics enterprises, and the demand of cross-border logistics cooperation between China and Laos. Finally, the paper selects the scores of six sub factors of logistics performance index of China and Laos from 2007 to 2018, and takes the average score of LPI of ten ASEAN countries as the reference value to make a comparative analysis on the logistics performance level of China and Laos. The results show that the overall logistics performance level of the two countries is quite different, and it is difficult to improve in the short term, which leads to the difficulty of effective cross-border logistics connection between the two sides.

Logistics quality management practices and performance of international distribution centre operators

This study quantitatively examines the enabler and performance outcomes of logistics quality management in the context of international distribution centre operators based on absorptive capacity theory. A total 110 usable surveys were collected by the questionnaire survey and a two-step structural equation modelling (SEM) approach including confirmatory factor analysis (CFA) was subsequently employed to evaluate the values of logistics quality management. The results of SEM show that logistics information integration is positively related to the implementation of logistics quality management, which in turn has a positive impact on logistics services and organisational performance. Findings also confirm the mediating roles of logistics quality management and logistics service performance in this study.

Logistics Performance, Ratings, and its impact on Customer Purchasing Behavior and Sales in E-commerce Platforms

Problem Definition: We examine the impact of logistics performance metrics such as delivery time, and customer’s requested delivery speed on logistics service ratings and third-party sellers’ sales on an e-commerce platform. Academic/Practical Relevance: While e-commerce retailers like Amazon have recently invested heavily in their logistics networks to provide faster delivery to customers, there is scant academic literature that tests and quantifies the premise that convenient and fast delivery will drive sales. In this paper, we provide empirical evidence on whether this relationship holds in practice by analyzing a mechanism that connects delivery performance to sales through logistics ratings. Prior academic work on online ratings in ecommerce platforms has mostly analyzed customers’ response to product functional performance and biases that exist within. Our study contributes to this stream of literature by examining customer experience from a service quality perspective by analyzing logistics service performance, logistics ratings, and its impact on customer purchase probability and sales. Methodology: Using an extensive data set of more than 15 million customer orders on the Tmall platform and Cainiao network (logistics arm of Alibaba), we employ the Heckman ordered regression model to explain the variation in customers’ rating of logistics performance, as well as the likelihood of customers posting a logistics rating. Next, we develop a generic customer choice model that links the customer’s likelihood of making a purchase to the logistics ratings provided by prior customers. We implement a two-step estimation of the choice model to quantify the impact of logistics ratings on customer purchase probability and third-party seller sales. Results: We surprisingly find that even customers with no promise on delivery speed are likely to post lower logistics ratings for delivery times longer than two days. Although these customers are not promised an explicit delivery deadline, they seem to have a mental threshold of two days and expect deliveries to be made within that time. Similarly, we find that priority customers (those with two-day and one-day promise speed) provide lower logistics ratings for delivery times longer than their anticipated delivery date. We estimate that reducing the delivery time of all three-day delivered orders on this platform (which makeup approximately 35% of the total orders) to two days would improve the average daily third-party seller sales by 13.3% on this platform. The impact of delivery time performance on sales is more significant for sellers with a higher percentage of three-day delivered orders and a higher spend per order. Managerial Implications: Our study emphasizes that delivery performance and logistics ratings, which measure service quality, are essential drivers of the customer purchase decision on e-commerce platforms. Further, by quantifying the impact of delivery time performance on sales, our study also provides a framework for online retailers to assess if the increase in sales due to improved logistics performance can offset the increase in additional infrastructure costs required for faster deliveries. Our study’s insights are relevant to third-party sellers and e-commerce platform managers who aim to improve long-term online customer traffic and sales.

Effects of Partnership Quality and Information Sharing on Express Delivery Service Performance in the E-commerce Industry

This study applies the partnership quality theory to investigate how the perceived information sharing quality from express delivery service providers can affect logistics service performance for online shoppers in terms of partnership quality (including trust and commitment) and willingness to share information from E-commerce enterprises. Based on 421 samples of E-commerce enterprises in China, the results of structural equation modelling revealed that perceived information sharing quality affects partnership trust, which in turn affects the partnership commitment and willingness to share information. Partnership quality and willingness to share information affect the perceived performance of the express delivery services. Surprisingly, information sharing quality does not play a role in commitment. This study provides a theoretical contribution to E-commerce supply chain research in constructing a cognition, affective, behavior, and conative performance model for further research.

The impact of collaborative decision-making on logistics service performance for container shipping services

Purpose The increasing demand for high-quality logistics services has forced container shipping firms to decrease logistics service failure to retain the customers. This study thus aims to apply organizational information processing theory (OIPT) to construct a maritime supply chain collaborative decision-making model and examine its impact on logistics service performance. Design/methodology/approach In total, 142 usable questionnaires were collected from questionnaire survey. A two-step structural equation modeling approach including confirmatory factor analysis was subsequently performed to test the hypotheses. Findings The results show that internal information integration positively impacts external information integration, that external information integration positively impacts collaborative decision-making, and that collaborative decision-making positively impacts logistics service performance for container shipping firms. However, a relationship between internal information integration and collaborative decision-making was not found in this study. Research limitations/implications This study primarily examines collaborative decision-making from the view of container shipping firms. Future research including other supply chain members is needed to generalize the results and could also incorporate other factors such as relationship quality and culture, into the model to address this issue. Practical implications To decrease the occurrence of logistics failures and improve service quality in the maritime logistics process, it is suggested that container shipping firms apply information technology for acquiring and assimilating logistics information internally and externally across the supply chain to facilitate decision-making. Originality/value This study contributes to the knowledge about the antecedents and impacts of collaborative decision-making for container shipping firms in Taiwan. Particularly, in line with OITP, the findings indicate that container shipping firms can facilitate logistics decision-making and strategy formulation through information integration, which in turn enhances logistics service performance.

Promoting synergistic innovation in logistics service outsourcing

PurposeThe purpose of this study is to explore what is synergistic innovation in the logistics service outsourcing context and how this strategy can potentially benefit an organization by improving performance outcomes.Design/methodology/approachA total of 21 in-depth interviews were conducted to conceptualize the construct of synergistic innovation. In addition, a theory-based model is tested using data collected from 282 Chinese manufacturing firms that are currently engaged in logistics service outsourcing.FindingsThe results from the in-depth interviews reveal that synergistic innovation goes beyond just interactions on innovation but requires both parties to achieve synergies that otherwise cannot be achieved by individual party alone. In addition, the empirical analysis suggests that synergistic innovation can help firms improve both logistics service performance and market performance. This process is dynamic as knowledge integration capability influences the outcomes of synergistic innovation.Originality/valueThis study is among the first to conceptualize synergistic innovation. It also offers a practical scale that helps future studies effectively measure this construct. Moreover, the results of this study provide compelling insights into how managers can use logistics service outsourcing as an important source for improving innovation outcomes.

Development of intermodal transport in the Kujawsko-Pomorskie Region on the example of construction of the intermodal terminal in Emilianowo

Ones of the most important drivers of the country-wide logistics service performance are the number, quality and functionality of intermodal terminals. A systemic operational cooperation between node elements in the net of such facilities is crucial for the efficiency and environmental friendliness of the national logistic system. Moreover, looking from the perspective of national economy sustainable development, there is also a need to provide intermodal reloading services all over the county so creation of appropriate facilities in regions where they are missing is especially important. The Kujawsko-Pomorskie Region has favourable conditions for placement of logistic service infrastructure. Enterprise strategies should assume increased freight diversification as according to the EU transport policy 30% of long distance inland surface transport should be done with usage of environmentally friendly modes. Vast majority of freight is transported by roads. Construction of a new railway infrastructure, including intermodal terminals, should create new possibilities in the field of organization of physical distribution flows.

The Strategic Development in Logistics in Vietnam

Vietnam transport and logistics activities are on the rise along with the increase in import and export activities. According to a recent announcement by the World Bank (WB), Vietnam is ranked at position 39 with a significant improvement in its LPI (Logistics performance index). 3.27, ranking 3 in ASEAN (after Singapore position 7 and Thailand position 32) ranking of 2018 logistics activities, is considered to have better logistics service performance than comparable income markets. Surveying enterprises of Vietnam Report transport and logistics industry shows that they expect that legal corridors, infrastructure and IT applications will be prioritized to improve enterprises' efficiency in transport services and logistics in Vietnam. Along with the development trend of e-commerce, the entry into Vietnam market of big foreign retailers increases the risk of acquiring local logistics channels, which makes domestic enterprises face many disadvantages. According to Vietnam Report, management agencies need to see this issue, supplement necessary legal corridors (such as regulations on the limit of foreign ownership ratios in e-commerce enterprises, logistics), appropriately adjust tax regulations to avoid price transfer and tax evasion, thereby creating a fair, competitive environment for logistics enterprises.

Strategic Development in Logistics in Vietnam

Vietnam transport and logistics activities are on the rise along with the increase in import and export activities. According to a recent announcement by the World Bank (WB), Vietnam is ranked at position 39 with a significant improvement in its LPI (Logistics performance index). 3.27, ranking 3 in ASEAN (after Singapore position 7 and Thailand position 32) ranking of 2018 logistics activities, is considered to have better logistics service performance than comparable income markets. Surveying enterprises of Vietnam Report transport and logistics industry shows that they expect that legal corridors, infrastructure and IT applications will be prioritized to improve enterprises' efficiency in transport services and logistics in Vietnam. Along with the development trend of e-commerce, the entry into Vietnam market of big foreign retailers increases the risk of acquiring local logistics channels, which makes domestic enterprises face many disadvantages. According to Vietnam Report, management agencies need to see this issue, supplement necessary legal corridors (such as regulations on the limit of foreign ownership ratios in e-commerce enterprises, logistics), appropriately adjust tax regulations to avoid price transfer and tax evasion, thereby creating a fair, competitive environment for logistics enterprises.