Provision Of Logistics Services Research Articles

물류기업의 물류플랫폼 활용요인이 물류서비스 제공역량 및 기업성과에 미치는 영향에 관한 연구

Due to the Fourth Industrial Revolution, the logistics industry is developing based on Logistics 4.0. In particular, digital transformation of the logistics industry is required as a predictable way to reduce transportation and logistics costs, with many difficulties such as the recent surge in maritime freight and logistics disruptions since COVID-19. As such, logistics companies recognize that digital transformation of logistics is necessary for work, digitizing offline-oriented document management and preparing to change work methods through logistics platforms. However, due to the conservative and closed nature of the logistics industry, it is difficult to revitalize the logistics platform market. Therefore, this study examined the factors affecting the use of the logistics platforms by dividing them into technical, organizational and environmental factors, and examined the relationship between the logistics service provision capability and firm’s performance through the use of the logistics platforms. A survey of this study was conducted on workers of logistics companies using the logistics platforms, and empirical analysis was conducted through the PLS-SEM method. As a result, it was found that the greater the network effect, organizational flexibility, and competitive pressure of the logistics platforms, the more positive effect on the logistics service provision capability through the logistics platforms, of which competitive pressure had the greatest impact. It was found that the CEO’s investment support had no significant effect on logistics service provision capability. In addition, it was confirmed that the improvement of logistics service provision capability through logistics platforms affects the non-financial and financial performance of companies.

Аналіз логістичних витрат підприємства

The article examines the problems of the operation of the enterprise's logistics system, which are relevant and require immediate resolution by optimizing logistics costs and improving the operation of this system as a whole. The connection between the optimization of logistics costs and the strengthening of the company's competitive advantages due to the successful selection of contractors, optimal product distribution channels, modeling of logistics systems and chains, and the creation of conditions for resource conservation is substantiated. The quality of logistics processes is reflected in the effective indicators of the transport company's activity, as costs aimed at the use of labor, means and labor items are minimized.
 The logistics system of a modern company is increasingly becoming the subject of scientific research and development as a key form of automation, integration, optimization and management of material resources and information flows circulating in business units. The issue of optimization of logistics costs of production enterprises is characterized by incompleteness and requires further scientific research.
 The quality of logistics processes is reflected in the effective indicators of the enterprise's activity due to the minimization of costs for the use of labor, funds and labor items. The main types of logistics costs were analyzed in the article. And also the need to determine the presence of hidden types of logistics costs was noted. It was outlined that the complexity of determining logistics costs is caused by the influence of internal and external environmental factors. Changes in the structure of logistics costs were analyzed based on the data of the investigated enterprise. The impact of labor costs on logistics workers of the selected enterprise was considered and the dynamics of costs associated with the provision of logistics services on the total amount of logistics costs was analyzed. It was determined that the relationship between the total logistics costs and the set of their factor characteristics is a close direct one. Correlation-regression analysis to identify influencing factors on the behavior of logistics costs of the analyzed enterprise was performed.
 It was substantiated that the definition of factors and their influence on logistics costs make it possible to influence the costs of the enterprise and ensure the attractiveness of the product for consumers. The influence of logistics levers on the profitability of the enterprise was schematically displayed. The indicators of logistics cost management assessment, which provide an opportunity to form a qualitative description of the state of the enterprise's logistics system, were given in the article.

Influence of transport and logistics complex on the economy of the Samara Region

: Transport plays an important role in the development of the economy of the region and the country. Creating conditions for the efficient operation of transport and the provision of logistics services is one of the priorities for the Government of the Russian Federation. Transport and logistics complexes of the regions ensure the availability of transport services to the population, the movement of goods along transport corridors, the use of modes of transport, the possibility of warehousing and storage of goods. Thanks to the development of transport network and the smooth operation of transport processes, the functioning of the region's economy is ensured, which has a positive effect on the overall economic growth of the national economy. The paper reveals the concept of transport and logistics complex, its features and functions. A universal model of development of transport and logistics complex of the region is proposed, which takes into account the elements of transport and logistics complex and the directions of its development depending on territorial, resource, social factors and state regulation. The article substantiates the mutual influence of transport and logistics complex and the economy of the region. The article presents an econometric model for assessing the parameters of transport systems, which determines the interdependence of socio-economic indicators of the region and indicators of transport and logistics complex. In the study, the indicators of transport and logistics complex that have the greatest impact on the gross regional product are determined, and the equations of the gross regional product are obtained, in which the indicators that have the greatest impact on its formation are presented. The economic justification of the dependence of indicators of transport and logistics complex and the gross regional product is presented. The negative dependence of the region's economy on the number of road accidents, the operational length of highways with hard and improved pavement, as well as a paradoxical negative dependence on the turnover of motor transport has been revealed.

Development of a marketing system for agricultural products in Belarus based on a logistic approach

The article presents the results of a scientific study on the development of recommendations for the development of a marketing system for agricultural products, taking into account world experience. The advantages of sales logistics have been substantiated through the formation of an effective organizational and economic model of the agrologistic system, the quality and complexity of the provision of logistics services, the expansion of outsourcing, e-commerce, advertising and exhibition and information and communication technologies.

Управління економічною стійкістю логістичних підприємств

The conceptual provisions of the importance of establishing management of economic sustainability of logistics enterprises are substantiated. The sequence of formation of a set of strategic priorities of the logistics enterprise to strengthen economic sustainability in a competitive environment is defined, providing for: conducting and generalizing the results of internal analysis of the state and dynamics of enterprise development, also the analysis of factors of the external competitive environment; formation of conceptual principles of the strategy for ensuring economic sustainability; development of strategic goals of the economic sustainability management system; development and implementation of tactical measures to strengthen economic sustainability. The characterizations of the main elements of the strategy for managing the economic sustainability of logistics enterprises are presented, i. e.: purpose; principles, goals, measures, subjects. It is determined that the main goal of managing the economic sustainability of logistics enterprises is to create conditions for safe functioning, with proper indicators of effectiveness and of the sustainable development ensured. Because its achieving depends on the ability to adhere to the principles of consistency, flexibility, continuity, complexity, balance, multivariateness, adaptation to changes in the external competitive environment. The main goals of managing the economic sustainability of logistics enterprises are associated with an increase in the provision of logistics services, ensuring an acceptable level of economic sustainability reserve, forming an insurance and reserve fund, implementing investments, and strengthening innovation. It is proposed to include in the measures of the economic sustainability management system of logistics enterprises the following: improving the quality and increasing the level of competitiveness of logistics services; continuous planning and monitoring of financial results; continuous planning and monitoring of economic sustainability indicators; planning, projecting, and gradual replacing of economic capacities; initiating the practice of cooperation with educational and research institutions.

The role of digital technologies in the development of logistics in Kazakhstan in the formation of Industry 4.0

The purpose of this research is to study the provision of logistics services in the context of Industry 4.0 and analyze the level of application of modern technologies in the field of transport and logistics based on an assessment of the relationship between technological readiness, the development of innovation and the efficiency of logistics in Kazakhstan. Based on data from the World Bank and the World Economic Forum on the Logistics Performance Index (LPI) and Global Competitiveness (GCI), a correlation analysis was made between the indicators of technological readiness, innovation and the Logistics Performance sub-indices. Also, based on the data of a sample study by the Bureau of National Statistics of the Agency for Strategic Planning and Reforms of the Republic of Kazakhstan on the use of ICT, the main trends in the development of digital technologies in the field of transport and warehousing in the country have been identified. Correlation analysis showed that in Kazakhstan the level of technological readiness has a strong relationship with the development of logistics efficiency parameters: customs, tracking of cargo transportation, quality of service and competence, quality of infrastructure, adherence to delivery times. It should be noted that the development of logistics is not associated with the innovative development of the country, this is due to the low level of innovation in the country. The study of statistical data in Kazakhstan revealed a low level of digital transformation of the transport and logistics sector: there is a passive use of digital technologies at transport and warehousing enterprises, a low level of investment in digitalization, the need for personnel in the field of ICT in logistics.

THE ROLE OF INFORMATION TECHNOLOGIES IN ENSURING AND IMPROVING THE QUALITY OF MODERN HIGH-TECH PRODUCTS

At the moment, the most important problem of information technologies is their obsolescence. In turn, information technology plays a key role in improving the quality of high-tech products. The acquisition of state-of-the-art information systems and their logistics requires the adoption of innovative approaches in the design, production and provision of logistics services for their operation. The article discusses the factors that determine the importance of introducing CALS-technologies in modern computer logistics, which can significantly improve the economy of acquiring more modern technical systems. The comprehensive logistical support provided by the electronic design and operational documentation associated with standardization and continuous updating provides amazing benefits.

Оцінка надійності логістичного ланцюга методом статистичних випробувань

The overwhelming majority of entities engaged in foreign economic activity in goods delivery are guided by such basic criteria for assessing customs and logistics service effectiveness as time, cost, quality and reliability. The issue of determining delivery reliability remains insufficiently studied since this process takes into account some technical, technological and organizational aspects that are difficult to predict since they are random and individual in nature. To ensure delivery reliability when organizing international transportation, we propose to form the structure of the supply chain with the involvement of transport market entities capable of providing all the necessary types of work and services. At the same time, as the analysis of the experience of leading logistics enterprises shows, a decrease in the number of links in the supply chain results in the optimized management of material, information and financial flows in goods delivery. Therefore, we believe it to be expedient to use enterprises capable of providing integrated customs and logistics services to entities engaged in foreign economic activity. Significant delays that affect the time and reliability of goods delivery are mainly associated with the completion of customs formalities, therefore, we suggest considering the process of customs and logistics service provision using a freight customs complex. This infrastructure facility provides for servicing entities engaged in foreign economic activity in export, import, integrated customs and logistics services as well as customs and temporary customs warehousing. Based on the Monte-Carlo method, we assess the reliability of the provision of all the above types of services at a freight customs complex building a probabilistic analogue of the system and obtaining various variants of the random-process realization processed using the methods of mathematical statistics. At the same time, the influence of random factors in the modelling process is taken into account by means of introducing the elements of randomness by performing playouts. As an element of randomness, we use a pseudo-random number generator employed to simulate random processes. We define and compare the reliability of various logistic chain types used for goods delivery along three international routes.

EVALUATING QUALITY OF CONSUMERS LOGISTIC SERVICE

In order to provide the quality logistics services and the quality process of logistics servicing it is necessary to carry out the appropriate evaluation. The article considers the existing approaches to evaluating the quality of logistics service of customers. There are no justified list of criteria and indicators of quality evaluation in logistics services nor the methods used for their calculation and evaluation. Among the methods used to evaluate the quality of customer logistic service the analytical (based on partial indicators) and integrated, combining private performance, are the most frequently used. The methodical approach to evaluating the quality of customers logistics service, based on the method of qualimetrical evaluation using interval scales of measurement is offered. The basis of the developed methodological approach is the theoretical principles of the process approach, according to which the quality of the process of logistics servicing is characterized by performance, efficiency and adaptability. The performance reflects the degree of conformity of the actual result of logistics services – provision of logistics services to the expected (planned, because it requires the consumer) and is characterized by quality, precision, time and duration of implementation of logistics services. Efficiency is determined by using the time and resources that should be minimized, that is, minimization of the cost and speed of execution of customer order. Adaptability of logistics servicing speed is the reaction to the changes in customers’ requirements to delivery terms and so forth. The factor-criterion models for evaluating the quality of logistics services have been developed, which is a set of interrelated factors and criteria that determine the degree of compliance of logistics services with the established goals, standards and requirements of consumers.The proposed methodological approach is the basis for the development of methods and approaches to ensure and improve the quality of logistics customer service.

МОДЕЛЬ МАТЕРІАЛЬНО-ТЕХНІЧНОГО ЗАБЕЗПЕЧЕННЯ ДЕРЖАВНОЇ ПРИКОРДОННОЇ СЛУЖБИ УКРАЇНИ

Перетворення ринкових відносин в Україні торкнулося практично усіх суб`єктів господарювання, в тому числі і сектору безпеки та оборони України таких структур як Міністерства оборони України (далі – МОУ) та Державної прикордонної служби України (далі – ДПСУ). Основним завданням існування даних структур в умовах, коли ринок ще не переформатувався під сучасні вимоги, а планова економіка не досконала, створення і реалізація механізму забезпечення життєдіяльності військових частин та підрозділів МОУ та ДПСУ в цілому. Вирішити ці питання можливо за допомогою ефективної логістики та пов’язаною з нею системою матеріально-технічного забезпечення (далі – МТЗ), саме тому аналіз цих процесів на сьогодні виявляється вельми актуальним завданням. Таким чином, мова йде про узгоджену, оптимізовану за витратами часу і фінансів інтеграцію окремих ланок матеріалопровідного ланцюга в єдину систему, яка сприяє ефективному управлінню наскрізними інформаційними, vатеріально-технічними і фінансовими потоками в будь-якій складній системі комплексного забезпечення. У роботі представлено модель процесу матеріально-технічного забезпечення яка відображає функціонування та взаємозв’язки між всіма елементами системи матеріально-технічного забезпечення ДПСУ. Встановлення взаємозв’язків між вхідними параметрами та зв’язків між елементами дає можливість керувати вхідними параметрами системи МТЗ. Це, у свою чергу, дає можливість розробити модель системи матеріально-технічного забезпечення, яка буде адаптованою до нової моделі державного кордону. Впровадження моделі матеріально-технічного забезпечення в ДПСУ дозволить оптимізувати структуру МТЗ ДПСУ. Сучасні передумови функціонування МТЗ ДПСУ ставлять перед логістикою багато нових викликів, зокрема у контексті набуття державою членства у НАТО, а саме: організація постачань, а також надання логістичних послуг; організація логістичного забезпечення сил швидкого реагування.

АКТУАЛЬНІ ПРОБЛЕМИ ПЕРСПЕКТИВ ЛОГІСТИЧНОГО ЗАБЕЗПЕЧЕННЯ ТРАНСПОРТУВАННЯ ПРОДУКЦІЇ

The article analyzes the actual problems of prospects of logistical support of transportation of products. Automobile, railway, aviation and water modes of transport, which function and develop according to different rules and criteria, based on their departmental interests and priorities, were investigated. Conquesting and retaining competitive advantages is relevant for any mode of transport in our country at this stage of economic development. The main directions for strengthening the state transport policy which is necessary to supplement and adjust the actions of market mechanisms in order to ensure the effective, public­interest formation of the state transport system and the transport services market, were formed in this article. A possible solution to the problem is the unification of hundreds of medium-sized and small motor transport companies and freight forwarding companies in one place - a multimodal transport and logistics center with the provision of logistics services. This will attract new investment in the country's transport infrastructure and increase the level of logistics services. The object of study - the process of logistical support for transportation of products. The purpose of the study is to analyze the problems of interaction and competition between different modes of transport in the modern conditions and to identify possible directions for their solution in the transport of goods and passengers in order to ensure stable economic development, satisfaction of the needs of the population and social production. Methods of research - methods of economic, system and comparative analysis. On the basis of the analysis of the interaction of different types of transport, it was discovered that during this time the cardinal transformational processes from the socialist plans to market relations and infrastructure development took place in the state economy. The specificity of activity of different modes of transport is that they not only interact, but also compete with each other in the provision of transport services. There is a big competition at the interstate level for the transit of goods. It is proved that for further growth of grain export, it is necessary not only to improve the logistics of transportation, but also to develop the infrastructure of the country. It would be appropriate to consider at the state level the possibility of prioritizing the transportation of agricultural products by different modes of transport during the peak period and to develop programs to encourage the construction of modern grain storage facilities in port areas and at the borders of Ukraine with neighboring countries. Expected assumptions about the development of the object of study - a logistic approach for sustainable economic development is proposed, conquesting and retaining competitive advantages which will allow to promptly take into account changes of the environment, to respond to the behavior of competitors and consumers, that is, provide for and form demand and supply in the prospective plan. That is why it is necessary to carry out complex measures aimed at transforming any company into a successful commercial enterprise, which will provide high-quality transport services. In general, the strategic goal is to solve three main tasks: to reduce the company's expenses, increase its income and ensure the maximum safety of movement and safekeeping of cargoes during transportation both on the territory of our state and abroad. KEYWORDS: LOGISTICS, COMPETITIVENESS, TRANSPORTATION OF RODUCTS, THE TRANSPORT SYSTEM OF THE COUNTRY, LOGISTIC SYSTEM, STATE TRANSPORT POLICY.

THE INFLUENCE OF CUSTOMS AND LOGISTICS SERVICE EFFICIENCY ON CARGO DELIVERY TIME

Формування логістичного ланцюга із залученням вантажного митного комплексу до надання митно-логістичних послуг потребує вивчення та дослідження повного переліку обмежень технічного, технологічного та організаційного характеру, що можуть впливати на загальну тривалість доставки вантажу. Суб’єкти транспортного ринку при взаємодії з митними органами повинні враховувати вимоги митного законодавства та експлуатаційні характеристики дорожньо-транспортного комплексу, оскільки їх недотримання спричинить ряд затримок на усунення порушень, а також потягне за собою ряд штрафних санкцій. З метою зростання точності планування тривалості доставки розглянуто процедуру виконання митно-логістичного обслуговування при експорті та імпорті вантажів, розміщення вантажів на митний склад та склад тимчасового зберігання, комплексне обслуговування суб’єктів зовнішньоторговельної діяльності на вантажному митному комплексі. Виявлено найбільш розповсюджені порушення, які потребуватимуть додаткового часу на їх виправлення, розглянуто обмеження технологічного характеру, що пов’язані з пропускною спроможністю об’єкту дослідження, встановлено вплив організації та планування діяльності вантажного митного комплексу на його ефективність. Запропоновано врахування фактору обмеженості ресурсів об’єкту митної інфраструктури та непродуктивних простоїв транспортних засобів при плануванні тривалості доставки вантажів. Результати статті можуть бути впроваджені в діяльності вантажних митних комплексів у співпраці з підприємствами приватного сектору та державними організаціями при виконанні зовнішньоторговельних операцій.

CONCEPTS «LOGISTIC SERVICE» AND «LOGISTIC SERVICING»

In order to fully meet the needs and demands of consumers, logistics services or logistics servicing are used and developed. However, in modern literature and practice, there is no single definition of these concepts, their identification or delineation occurs. This complicates the work on the formation of the logistics service system (logistics servicing), the development of recommendations for the quality of logistics services, etc. In this work a critical analysis of scientific and practical approaches to the definition of the concepts of «logistic service» and «logistic servicing» has been carried out, the necessity of their delineation has been proved. The term «logistic service» is proposed to be used in the case of activity directed at a particular consumer, his needs, requests, etc.; in the opposite, when it comes to the whole potential and the real possibility of organization (service, etc.) to provide logistics services - the term «logistics servicing» is relevant. In this case, logistic servicing is defined as the organized activities of personnel in a particular material environment, associated with the supply and provision of logistics services that meet the specific needs and requirements of consumers. Logistic service is a complex of logistic services offered and provided to customers by a service or other organization, in order to maximally meet their needs, in the most cost-optimal way. As a rule, the concept of «logistics service» should be used to outline the scope of the provision of logistics services to an external customer on a commercial basis. Prospects for further research are the establishment of the classification of logistics services, the development of approaches to the formation of logistics services, organization of logistics servicing for consumers.

THE EFFECT OF BRAND AMBASSADOR, QUALITY OF SERVICE, AND PRICES ON CONSUMER DECISION IN USING J&T EXPRESS SERVICES (CASE STUDY ON J&T EXPRESS BRANCH MARGONDA DEPOK)

J&T Express is one of the companies engaged in the provision of logistics services in the form of delivery of documents and goods that can compete with senior companies. One marketing strategy undertaken by a J&T Express company is to use a Brand Ambassador as part of advertising, where other similar companies do not use brand ambassadors as a means of promotion. Maintaining the quality of service also becomes one part of the strategy that companies do in the face of competition. The decision of prospective users of logistic services also has another factor as an indicator of the selection of logistics service providers, is price. In this study discussed three dependent variables that affect consumer decisions in using J&T express services consisting of Brand Ambassador, Service Quality, and Price. This research will be carried out by spreading 200 questionnaires to consumers who use the services of J&T Express Branch MargondaDepok. Technique done using technique of Multiple Linear Regression, Analysis using SPSS analysis tool 23. The result of research proves that three variables namely Brand Ambassador, Service Quality, and Price partially influence to consumer decision in using services of J&T Express Branch MargondaDepok. And simultaneously there is a positive influence between independent variables namely Brand Ambassador variable, Service Quality and Price to the dependent variable that is consumer decision.It is seen that the relationship between Brand Ambassador variable, Service quality, and Price on Consumer Decision is quite strong, that is R = 0,634 or equal to 63,4% Keywords: Brand Ambassador, Quality of Service, Price, Consumer Decision

FACTORS AFFECTING CONSUMERS IN USING SERVICES J&T EXPRESS (CASE STUDY ON J&T EXPRESS BRANCH MARGONDA DEPOK)

J&T Express is one of the companies engaged in the provision of logistics services in the form of delivery of documents and goods that can compete with senior companies. One marketing strategy undertaken by a J&T Express company is to use a Brand Ambassador as part of advertising, where other similar companies do not use brand ambassadors as a means of promotion. Maintaining the quality of service also becomes one part of the strategy that companies do in the face of competition. The decision of prospective users of logistic services also has another factor as an indicator of the selection of logistics service providers, is price. In this study discussed three dependent variables that affect consumer decisions in using J&T express services consisting of Brand Ambassador, Service Quality, and Price. This research will be carried out by spreading 200 questionnaires to consumers who use the services of J&T Express Branch Margonda Depok. Technique done using technique of Multiple Linear Regression, Analysis using SPSS analysis tool 23. The result of research proves that three variables namely Brand Ambassador, Service Quality, and Price partially influence to consumer decision in using services of J&T Express Branch Margonda Depok. And simultaneously there is a positive influence between independent variables namely Brand Ambassador variable, Service Quality and Price to the dependent variable that is consumer decision. It is seen that the relationship between Brand Ambassador variable, Service quality, and Price on Consumer Decision is quite strong, that is R = 0,634 or equal to 63,4%

드론 물류 서비스 상용화를 위한 항로 최적화 모델 시뮬레이션 연구

In this study, we propose a method to generate optimized route for logistics service drones through the route optimization model applying SBAS technology and the simulation analysis for model application. The results of this study can be used to develop safe and accurate logistics service business model in commercialization of drone logistics service in the future. It is also expected to be useful in the development of new technologies for drone logistics services such as the utilization of SBAS technology and the optimal algorithm of drone flight in the whole drones industry.BR We also verified the usefulness of the designed model by developing simulator. Simulation results show that drone applying SBAS has excellent results in terms of accuracy, speed and reliability compared to drones applying GPS in total distance, total flight time, and outage rate of drone which is the main criteria of drone logistics service provision. This implies that the application of SBAS technology is reasonable when developing and operating the drone logistics service in the future, and proved that the key criteria of the model presented in the research can be usefully applied in the field.

Assessment of logistics service quality using the Kano model in a logistics-triadic relationship

PurposeThe purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.Design/methodology/approachThis study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers.FindingsSeveral attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.”Research limitations/implicationsLogistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad.Practical implicationsThis paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance.Originality/valueThis study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.

Performance assessment of internal logistics for service companies


 
 
 
 The present research aims to propose a model for evaluating the performance of the internal logistics for a service company, based on Multicriteria Constructivist methods, towards a systematic mapping of the current context situation, aiming to find opportunities to improve its processes. It was found that, considering the difficulties of managing logistics flows, the method allows assisting in the identification, organization, measurement and integration of the variables through a systemic and participatory manner. As practical implications, it was provided conditions for the company to measure its actions, sustaining indexes for goal setting and periodic assessments. This research also presents the importance of this type of methodology for the provision of logistics services, a subject underexplored in the scientific literature, especially when using constructivist approaches.

Converting knowledge into sustainability performance of freight villages

Along with the globalization of industry and trade, the importance of freight villages (FVs) greatly grows due to the substantial benefits they can generate, such as supply chain management efficiency, intensive provision of logistics services, modal shift, regional economic growth and employment, lower energy consumption, and environmental consequences. Hence, the sustainability performance tends to become a strategic goal that FVs’ operators and decision makers (e.g., transport agents, warehouse providers and freight forwarders, logistics operators, and FV management company) endeavor to achieve. However, due to the lack of a systematic approach toward FVs sustainable development, existing literature has not yet clearly defined what strategic direction should be followed to pursue such a goal. This article proposes a knowledge-related approach to promote sustainability performance of FVs. This article highlights sustainability as a strategic goal of FVs rooting in the evidences from academia and practical cases. In addition, it explains the principle of ensuring sustainability by FVs with twofold meanings. Meanwhile, it summarizes the sustainability dimensions in the context of FVs. After introducing the significances of knowledge assets and knowledge management (KM) approach to the sustainability drawing on the implications from sustainability balanced scorecard (SBSC), it analyses KM characteristics in logistics and FVs area. Then, how the general KM process (knowledge acquisition, sharing, and application) act on FVs sustainable development is clarified. In which, the sustainability-related stakeholders of FVs are identified. Finally, it proposes a roadmap of organizing KM for sustainability-oriented FVs considering the distinct features of KM in FVs context. To support the success of this roadmap, this article recognizes two key elements including human ability and stakeholders’ involvement. Furthermore, a checklist for building FVs sustainability capability based on SBSC is provided, which is hopefully being a referring guidance for FVs’ operators and decision makers.

An Attribution Approach to Consumer Evaluations in Logistics Customer Service Failure Situations

The primary goal of this study is to investigate the roles of expectations and purchase criticality on consumers' brand perceptions and attribution behaviors in service delivery failures. The provision of logistics services is often a crucial point in supply chain management that can influence brand perceptions of customers. Indeed, the level and the quality of customer service provided may determine whether the organization will retain existing customers or even attract new ones. As a consequence, a failure in logistics customer service and its effect on overall perceptions of a brand should not be underestimated. Furthermore, the involvement of a third‐party logistics (3PL) company in this failure situation can create considerable shifts in the responses of consumers, especially in the attribution behavior for cause of failure. By applying scenario‐based experiments, this study demonstrates the dynamics by which customer expectations, purchase criticality and 3PL companies affect consumer brand perceptions and attributions. The results suggest the presence of two expectation‐based buffering effects in delivery failures. The first buffering effect is revealed in overall brand evaluation and repurchase intention, while the second buffering effect is observed in consumer brand attribution. The findings indicate that higher expectations may protect the brand and cause more attribution to the third‐party service provider. Additionally, it is shown that criticality of the purchase has crucial impacts on brand evaluations and attributions.