International Journal of Physical Distribution & Logistics Management: Volume 49 Issue 1

Special issue editorial: logistics customer service revisited

Benjamin T. Hazen, Alexander E. Ellinger

The new age of customer impatience: An agenda for reawakening logistics customer service research

Patricia J. Daugherty, Yemisi Bolumole, Scott J. Grawe

The purpose of this paper is to shed light on the body of logistics customer service (LCS) research published in leading logistics journals from 1990 to 2017. Specifically, the…

Mind the perception gap: An integrative performance management framework for service supply chains

Dawei Lu, Sobhan Asian, Gurdal Ertek, Mete Sevinc

A perception gap refers to the differences in perception among the stakeholders regarding any aspect of the supply chain relationship. The purpose of this paper is to investigate…

Promoting logistics performance in Vietnam-based manufacturing firms: The role of service-oriented high-performance work systems and mediation mechanisms

Tuan Luu

The purpose of this paper is to investigate how service-oriented high-performance work systems (HPWSs) contribute to logistics performance and the mediation mechanisms underlying…

Customers’ valuation of time and convenience in e-fulfillment

Tobias Gawor, Kai Hoberg

The purpose of this paper is to derive monetary benchmarks and managerial implications for omni-channel retailers’ B2C e-fulfillment strategies by investigating the trade-offs…

A roadmap for applying qualitative comparative analysis in supply chain research: The reverse supply chain case

Ivan Russo, Ilenia Confente, David Gligor, Nicola Cobelli

The purpose of this paper is to introduce qualitative comparative analysis (QCA) to the field of supply chain management and provide a detailed roadmap that supply chain…