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The study proposes an evaluation model that allows quantitative characterization of the effects of service quality on consumer’s satisfaction for online food delivery (OFD) services in a nonlinear manner. As such, the authors endeavor to bridge the research-to-practice gaps whereby the effect magnitudes and nonlinear patterns of service quality have been overlooked in the current literature.

The quantitative Kano method is adopted. A Kano questionnaire was first developed by synthesizing and operationalizing existing evidence on OFD service qualities. The questionnaire solicited consumers’ evaluations of 21 OFD service attributes, and it was distributed to an online panel in Singapore. With 580 valid responses, the functions that quantitatively depict effects of each attribute on consumer’s satisfaction were subsequently derived.

The results reveal that among Singaporean consumers, food quality, reliability of delivery, responsiveness of customer support, ease-of-use of digital interfaces and promotions are pivotal attributes contributing to above-average satisfaction improvement across all performance levels. Meanwhile, delivery riders’ attitudes and real-time tracking functions emerge as substantial contributors to satisfaction at high-performance levels.

The findings provide crucial insights for OFD practitioners in Singapore in resource prioritization and service optimization. This study demonstrated the importance of streamlining customer support services and focusing on the utilitarian aspects of OFD services. Moreover, these results can be employed in advanced service improvement procedures, providing a roadmap for future OFD service enhancements.

This study pioneers the development of a quantitative quality evaluation model in the OFD context. With the established quantitative Kano model, the study addresses the omission of effect magnitudes and nonlinear patterns of service quality. It highlights the transition from a binary “does it affect satisfaction” to a more nuanced “how much does it affect satisfaction” approach, offering a robust understanding of consumer’s satisfaction dynamics.

Increasingly, the logistics industry offers innovative solutions that interact with end-consumers directly. The purpose of this paper is to examine the consumer participation behaviour in co-creating logistics service values, using self-collection via automated parcel station as an example. Built on the synthesised insights from logistics studies and behavioural theories on consumers’ attitude and affect, the effect of cognitions (what consumers think) and affects (what consumers feel) are investigated.

A total of 500 valid responses are collected from an online panel of respondents and the data are analysed using exploratory factor analysis and structural equation modelling.

Consumers’ affects towards participation are stronger motivations that not only intrinsically motivate consumers to participate but also exert an indirect influence via consumers’ cognitions.

To elicit consumers’ affections, it is critical to create enjoyable (enjoyment), assuring (assurance) and secure (security) service experiences. On the other hand, an overly straightforward service offering (in terms of cognitive functionality), void of the aforementioned experiences, may discourage consumers from participation.

This research unveils consumer participation in co-creating logistics service values, contributing to studies on the emerging phenomenon of consumer logistics. A rebalancing of the logistics research from a utility-creation perspective to an experience-creation perspective has been advocated.

Although a dominant marketing concept, value co-creation (VCC) is not without controversy. Inspired by value co-destruction (VCD), the purpose of this paper is to review the scattered literature on the uncertainties in collaborative value formation, synthesising contingency factors of value outcomes in VCC.

The paper is based on an examination of 84 peer-reviewed journal articles. Recognising the drawbacks of the macroscopic abstraction in existing the VCC literature, the authors adopt a zooming-in approach to identify distinct patterns of contingency factors in the collaborative value-formation process.

From a macro-social perspective, VCC may connote a sense of exploitation of “consumers” and a need for consumer control of “producers”, impeding harmonious value formation. Zooming into actor-to-actor interactions, the collaborative relationship is found to be a source of uncertainties in value formation, which is further complicated by differences in the knowledge intensities of services. Finally, reviewing the individual consumer reveals a most nuanced picture that demonstrates heterogeneities of consumers’ VCC involvement and complexities in their perceptions and behaviours. Five propositions and a contingency framework are proposed.

Six value formation mechanisms are proposed based on interconnected and multi-level perspectives, providing implications for managers and future researchers.

This paper contributes to rebalancing VCC research by synthesising insights on the potential contingencies, which are relatively under-explored yet vital to keep the controversy alive and relevant, and re-invigorating business processes.

As an application of self-service technology, automated parcel station (APS) is emerging as a logistics innovation to address the inefficiency and delivery failure in conventional home delivery. However, the long-term viability of APS depends on the consumers’ acceptance of such concept. In response, the purpose of this paper is to conduct a behavioural study on consumers’ adoption of self-collection service via APS.

By synthesising theoretical insights from the innovation diffusion literature and attitude theories, a conceptual model is developed and empirically validated. Perceived characteristics of APS are present to directly influence the consumers’ adoption intention, or indirectly through attitude. A total of 170 valid responses are collected from a survey conducted in Singapore and the data are analysed using structural equation modelling.

Consumers’ favourable attitude and perceived relative advantage of APS directly lead to stronger adoption intention. On the contrary, consumers’ perceptions on compatibility and trialability and on complexity indirectly influence their adoption intention via attitude, in a positive and in a negative way, respectively. Additionally, attitude is found to be the most influential factor contributing to consumers’ adoption intention.

The scope of this paper is limited to e-consumers’ initial adoption decision. Future research should examine the consumers’ adoption behaviour further down the innovation adoption process, such as continuance and commitment.

This research conceptualises and validates the consumers’ adoption behaviour of APS from a synthesised view of innovation diffusion and attitude theories, theoretically and empirically contributing to the field of study on logistics innovations from the consumers’ perspective.

Service conveniences (SCs) play a deterministic role in motivating consumers’ participation in self-collection (via attended pickup points or unattended automated locker systems). Accordingly, the SERVCON model provides a multi-dimensional conceptualisation of SCs, whereas the Kano model explains consumers’ satisfaction formation in response to multi-dimensional service attributes. Anchored on synthesised insights of both models, the purpose of this paper is twofold: first, to qualitatively apply the SC concept to develop specific service attributes of self-collection; and second, to quantitatively examine these attributes in relation to consumers’ satisfaction formation.

A quantitative Kano model is adopted for survey questionnaire design and data analysis, and 500 valid responses are obtained from an online panel of respondents in Singapore.

SCs are decomposed into 11 service attributes reflecting access, benefit, transaction and post-benefit conveniences of self-collection services. Distinctive patterns of satisfaction formation are revealed in response to specific service attributes; for example, consumers are most responsive to improvement in transaction convenience. Furthermore, as service performance level increases, benefits of spatial accessibility diminish, whereas those of temporal accessibility increase.

This study reveals key service attributes influencing the self-collection services’ convenience and impact on consumers’ satisfaction. Guidelines are presented for designing an optimal resource allocation strategy for logistics service providers to promote self-collection services.

This study synthesises diverse logistics literature on self-collection services under the central theme of SCs, thus enriching the conceptual development of SCs with a decomposed framework of logistics service attributes.

The purpose of this paper is to present an integrative approach for the problem of service capacity design for the ground crew at the airport check-in counters.

Using data collected from the airport check-in counters, several characteristics of the service demand were studied. First, many service time-dependent operating characteristics are addressed over a specified time window to evaluate the problems from the current ground crew allocation. Second, a linear programming model is developed to determine the optimal number of check-in counters to open over the specified time window based on the case study. In addition, sensitive analysis is conducted to further explore the dependency effect of the factors as well as improve the model. Third, the shift adjustment of the ground crew allocation is provided so as to satisfy the given service demand.

Numerical results indicated the effectiveness in the improvement of the human resource utilization of the proposed approach. The superiority of performance is illustrated in terms of less counters to be opened and decreased daily working hours.

The study is novel by applying the integrated approach so as to design a proper service capacity and thus the service supply and demand can be balanced.

The purpose of this paper is to describe the issues, tradeoffs, and models relating to two important sets of problems that arise in supply chain management – complexities in extended supply chains and network coordination in globally dispersed supply chains. This paper highlights the role of logistics in enhancing the competitiveness of firms that operate a global supply chain.

The methodology used in this paper encompasses conceptual research and detailed literature review of key issues.

This review indicates that the key challenges faced by supply chain managers due to extended supply chains are non‐stationary demand, variability propagation, and inventory imbalances. For network coordination managers must determine the role of facilities in a global network, identify the optimal location and capacity of facilities as well as role of consolidation hubs. For the above challenges, the tradeoffs in terms of four key drivers of supply chain performance – transportation, inventory, information, and facilities and relate these to key measures of supply chain performance are described. Important directions for future research are also identified.

Test cases are needed to validate and refine the framework presented. Developing case studies that gather appropriate data to test out the models described would be important.

Companies with a global supply chain as well as third party logistics companies will find the framework presented in this paper very useful.

A new integrated framework that incorporates key decision issues like complexities of extended supply chains and network coordination into the firm's decision making has been presented. This has not been reported in previous research.

The objective of this paper is to investigate the impact of products' characteristics on the performance of three distribution strategies: traditional warehousing (TW), cross-docking pick by line (XDPL) and cross-docking pick by store (XDPS).

Based on a case study of an FMCG “Fast Moving Consumer Goods” company and a major French retailer, we empirically analyse the impact of the products' characteristics on the performance of the three distribution strategies. We consider a three-echelon supply chain composed of one supplier DC, one retailer DC and multiple retailer stores. The inventory at each echelon is controlled according to an order-up-to (OUT) level policy. The demand is forecasted by means of a single exponential smoothing method. A sensitivity analysis is also conducted to analyse the impact of the supply chain parameters on the comparative performance of the strategies when the parameters' values deviate from the empirical base case.

The empirical investigation shows that the use of XDPL results leads to an increase in the supply chain total cost, whereas XDPS reduces the cost. Moreover, we show that for a service-level target, cross-docking strategies should be selected for products with low variability, high shelf space, low value and short lead-time. For an inventory reduction target, these strategies should be selected for products with high demand volume. We also propose a managerial framework for choosing the right strategy for each product.

This paper fills a gap in the literature by presenting empirical results based on a real business case of a multi-echelon supply chain. Both cost and service are used to evaluate the performance of the strategies.

Our work has the limitation to ignore the transportation cost implications when selecting the right distribution strategy. Hence, including such cost in the analysis would constitute an interesting extension of this work. Moreover, our empirical analysis represents a practical rich context that makes the scope for transferability of findings learned from this article substantial. However, for the generalisability of the findings, larger datasets in the retail supply chain would be interesting to consider

Theory is needed for a discipline to mature. This research aims to provide a summary analysis of the theories being used in contemporary logistics and supply chain management (SCM) studies.

A comprehensive literature review of articles appearing in five top tier logistics and SCM journals is conducted in order to identify how often theory is used and to classify the specific theories used. An analysis of the theoretical categories is presented to explain the type and frequency of theory usage.

Over 180 specific theories were found within the sampled articles. Theories grouped under the competitive and microeconomics categories made up over 40 per cent of the theoretical incidences. This does not imply all articles utilize theory. The research found that theory was explicitly used in approximately 53 per cent of the sampled articles.

Two implications are central. First, in the minds of editors, reviewers and authors is approximately 53 per cent theory use enough? Literature suggests there continues to be a need for theory‐based research in the discipline. A first step may be to increase our theory use, and to clearly describe the theory being used. Second, the vast majority of theories used in recent logistics and SCM research originated in other disciplines. Growth in the discipline dictates the need for greater internal theory development.

Despite multiple calls for the use of theory in logistics and SCM, little formal research has been produced examining the actual theories being used. This research provides an in‐depth review and analysis of the use of theory in logistics and SCM research during the period 2004‐2009.