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The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on consumer satisfaction and loyalty in an omni-channel retail environment.

An empirical, survey-based approach is used to collect data from consumers about experiences with two different omni-channel retail scenarios: buy-online-pickup-in-store (BOPS), and buy-in-store-ship-direct (BSSD). Participants responded to questions regarding the LSQ, consumer satisfaction, and consumer loyalty relative to their actual experience in one of these situations.

Results suggest that omni-channel consumers are truly unique, and all three dimensions of LSQ (condition, availability, and timeliness) are distinct in their impact on satisfaction and loyalty. Results suggest that in the BOPS sample, consumer satisfaction partially mediates the relationship between condition and loyalty and fully mediates the relationship between timeliness and loyalty. In the BSSD model, consumer satisfaction partially mediates the relationship between timeliness and consumer loyalty.

This research studies LSQ in two different omni-channel scenarios; additional research is needed to explore other omni-channel scenarios and extend the findings to be more generalizable.

Managers should recognize that for omni-channel consumers, timeliness is the essential driver of satisfaction and loyalty. Retailers need to account for this reality and dedicate substantial resources to meet delivery requirements in a timely manner. Logistics service providers need to emphasize speed and reliability of their delivery processes for omni-channel consumers.

This research is the first attempt at conceptualizing LSQ in an omni-channel supply chain, and testing the impact of LSQ on consumer satisfaction and loyalty.

The purpose of this paper is to propose and test a dual pathway model whereby addressing the question, “What are the effects of supply chain orientation and organizational identification on internal integration and supplier integration?”.

A survey design was performed to collect data from supply chain professionals regarding their organization’s supply chain orientation (SCO), organizational identification (OI) and achieved states of both internal and supplier integration. Partial least squares-structural equation modeling was performed to test the dual mediating pathways.

The results show that internal integration partially mediates relationships between SCO and supplier integration and for OI and supplier integration. In comparing the mediating effects to test competing theories, the SCO path yields stronger complementary partial mediation. This supports the proposition that SCO and OI mutually exist within an organization and influence achieved integrative behaviors. Additionally, results suggest the behavioral spillover effect exists for an internally integrated organization that has also achieved supplier integration.

This research makes several contributions to extant literature, including finding that SCO contributes to levels of achieved integration. Also, this research theoretically integrates literature on the social dilemma associated with supplier integration and the behavioral spillover effect, suggesting that SCO allows for positive internal integrative behaviors to spillover to integrated suppliers. Finally, this research contributes to research on OI by finding achieved integration is an outcome, which refutes a dominate theory that explains OI facilitates negative behaviors toward external organizations.

This research paper aims to examine two hybrid models of logistics service quality (LSQ) and its influence on satisfaction, loyalty and future purchase intention in a business-to-consumer (B2C) e-commerce context. This study extends the literature for LSQ by incorporating the second-order assurance quality construct, which comprises personnel contact quality, order discrepancy handling and order returns, into one of the hybrid models.

A survey-based approach is used to collect data. Participant responses to questions concerning multiple LSQ dimensions and behavioral perceptions from their most recent online shopping experience are measured using structural equation modeling.

Findings highlight the importance of including a second-order construct assurance quality as a more explanatory model. Results illustrate that online ordering procedures and assurance quality impact customer satisfaction more than other prominent LSQ dimensions. Furthermore, the findings revealed a customer loyalty is a partial mediator between customer satisfaction and future purchase intention. This underscores the significance of improved logistics services as a competitive edge for e-commerce retailers.

Implications are limited to the e-commerce B2C domain.

The findings of this study underscore critical LSQ dimensions that garner greater satisfaction and retention in the online shopping experience. The results indicate that the effective and efficient handling of the initial order and any order problem significantly influences customer satisfaction and reaps the long-term benefits of customer retention.

The authors present and empirically test a hybrid model of LSQ in a B2C e-commerce domain that captures many of the important elements of the customer experience as espoused in the literature.

The purpose of this paper is to assess and document the progress of postponement research, identify current gaps, and provide direction for future research efforts.

Postponement literature published from 1999 to 2006 was reviewed.

The review revealed a significant increase in the number of postponement research efforts, many of which at least partially addressed past challenges noted in previous research. Several opportunities to continue addressing these past challenges were identified. Future researchers are challenged to validate new postponement concepts and extend postponement research beyond its manufacturing context. Other challenges call for the continued assessment of the relationship between postponement and uncertainty and the investigation into the slow rate of postponement adoption among practitioners.

This effort is not an exhaustive review of all postponement research. This review does not consider unpublished papers, papers in non‐academic journals, or papers presented at conferences.

This review is a useful resource for supply chain researchers interested in supply chain strategies and the evolution of postponement as a supply chain concept.

This paper uses the challenges of past research as a measure of the progress of postponement thought and theory. The gaps identified and challenges made will serve as a foundation upon which future researchers can build.

This chapter explores the importance of early autism spectrum disorder (ASD) assessment and diagnosis to facilitate early treatment. This chapter will have a particular focus on ASD assessment and diagnosis within a Black and Minority Ethnic (BME) context. We propose using a Cultural Competence framework to process, analyze, assessment, and diagnosis results/findings. BME assessments/diagnoses can be delayed by up to 18 months longer when compared to Whites.

ASD Assessment aims to assess certain developmental traits in individuals to identify ASD which is a developmental disability. Autism is a spectrum condition which can manifest differently in each diagnosed individual. There are core features necessary for an ASD diagnosis to be made. These include among other traits: poor eye contact, abnormality in body language: for example, gestures, difficulties with social communication and social interaction, often they exhibit repetitive patterns of behavior, have obsessional interests, rigid thinking patterns, and have an aversion to certain sounds and textures and an unusual interest in sensory satisfaction.

Structural equation modeling (SEM) is a data analysis method of choice for many empirical supply chain management (SCM) researchers. As the statistical technique has evolved, so have its applications and reporting guidelines. Consequently, there has been a lack of standardized reporting across the SCM literature. The purpose of this paper is to provide a basis for standardizing reporting conventions.

This paper presents a review of recent SEM methods literature. In addition, the authors content analyze articles from International Journal of Logistics Management, International Journal of Physical Distribution and Logistics Management, and Journal of Business Logistics that contained either covariance-based or partial least square structural equation models. Using the aforementioned literature review and content analysis, the authors compare and contrast what is currently reported in extant supply chain literature with suggested reporting protocols in the methods literature.

Based on the review and analysis, the authors suggest standardized reporting conventions for the use of SEM in SCM research. In addition, the findings suggest that much more could and should be reported with respect to the decision as to which SEM technique to employ.

This paper can serve as a useful checklist and set of references for scholars publishing SEM research in supply chain journals.

This paper investigates the logistics management in the e-grocery sector. It contrasts the key issues faced by practitioners and the topics addressed in the academic literature, to identify potential misalignments between research and practice and propose avenues for future efforts.

This work adopts a twofold methodological approach. From an academic perspective, a systematic literature review (SLR) is performed to define the topics addressed so far by scholars when analysing e-grocery logistics. From a managerial perspective, a Delphi study is accomplished to identify the most significant issues faced by logistics practitioners in the e-grocery context and the associated significance.

The study develops a conceptual framework, identifying and mapping the 9 main logistics challenges for e-grocery along 4 clusters, in the light of a logistics-related revision of the SCOR model: distribution network design (area to be served, infrastructures), order fulfilment process (picking, order storage, consolidation, delivery), logistics-related choices from other domains (product range, stock-out management) and automation. These elements are discussed along three dimensions: criticalities, basic and advanced/automation-based solutions. Finally, the main gaps are identified – in terms of both under-investigated topics (order storage and stock-out management) and investigated topics needing further research (picking and automation) – and research questions and hypotheses are outlined.

This paper provides a threefold contribution, revolving around the developed framework. First, it investigates the state of the art about e-grocery logistics, classifying the addressed themes. Second, it explores the main issues e-grocery introduces for logistics practitioners. Third, it contrasts the two outcomes, identifying the misalignment between research and practice, and accordingly, proposing research directions.

The purpose of this study is to identify the prescribed formative elements of supply chain resilience (SCR) in literature, to compare them with the unique characteristics of high reliability organisations (HROs) and derive lessons useful for improving SCR.

Two systematic literature reviews are carried out as follows: one on SCR and the other on HRO, which identified 107 studies and 18 papers, respectively. The results from the review are presented, analysed and synthesised.

Findings suggest that despite significant similarities in some of the proposed formative elements for SCR and the characteristics of HROs, the strong managerial commitment exhibited in HROs is absent in SCR literature. More importantly, the most cited characteristic of HROs, which is their flexible decision making structure is pointed out as a prima lesson towards developing resilience in supply chains.

A decision making framework to facilitate flexible decision making for supply chains during crisis is presented. Further, practical lessons are pointed out from principles common to both streams of literature such as redundancy, human resource management, collaboration, agility, flexibility, culture and risk avoidance that can be implemented in supply chains.

This paper is the first study to systematically review HROs, adapt a HRO decision making framework and also apply the Cynefin framework to SCR. This, therefore, provides the basis to launch further research into the use of these theories and the role of decision-making in SCR creation.

This case study addresses a number of common transportation management issues. It provides an opportunity to analyse historical freight payment data in order to reduce transportation costs and improve customer service, allowing students to utilise real freight payment data and order shipment history data to make recommendations that have strategic implications for both cost and service performance.

It is reasonable to assume the existence of a new “dynamic” that influences how to measure reference services in libraries and how we evaluate the reference librarians who provide those services. Traditional, face-to-face delivery of reference services is reported to be declining, and there is myriad evidence, albeit largely uncollated and little evaluated, which suggests reference librarians are delivering significant and increasing amounts of the services they render in network environments. These trends raise questions, in turn, about how well we understand the current state of affairs in reference services, particularly where the management and evaluation of reference services in network environments are concerned.

The purpose of this study is to investigate relevant circumstances and conditions bearing – directly and indirectly – on changes in the nature, form, substance, and effects of reference services – through the reference librarian experience. Specifically, this attitudinal study will account for and assess changes in reference services (in the context of a medium-sized private university with a national reputation for successfully integrating information technologies into the educational process), with the further aim of developing an understanding of how to capture statistics and evaluate reference services and personnel in this dynamic environment. Reference librarians at a second mid-sized public university library were also interviewed for comparative data analysis in this study. Select portions of this paper have appeared in other publications in shorter, focused, introductory articles.