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1 – 10 of over 2000
Article
Publication date: 8 February 2023

Elkana Timotius, Oki Sunardi, Iwan Aang Soenandi, Meriastuti Ginting, Burhan Sabini and Yusak Sutikno

The quality of service provided by a courier service plays an essential role in the success of online shopping. Meanwhile, buyers and sellers tend to choose a vendor that meets…

Abstract

Purpose

The quality of service provided by a courier service plays an essential role in the success of online shopping. Meanwhile, buyers and sellers tend to choose a vendor that meets their expectations. This study aims to show how buyers and sellers value the decision to select a courier service based on online shopping experiences.

Design/methodology/approach

A focus group discussion involving eight participants was used to gather consumer preferences and seller perspectives. Kansei Engineering principles were applied to organize these variables into a priority-scaled survey question. Furthermore, 200 respondents were simple-randomly selected and categorized based on age, gender, transaction frequency, average monthly transaction value and their role in online transactions.

Findings

This study found that buyers and sellers do not consider the delivery costs when the courier service guarantees the service quality. In contrast, the service quality offered is determined by problem-solving responsiveness, delivery accuracy and tracking systems. They also consider the short delivery time, wide delivery coverage area, couriers' attitude and scattered pick-up/drop point services. However, the order of priority is different for specific demographics.

Practical implications

In the rapid development of the online shopping trend, courier services are urgent to reconstruct their business model and maintain the quality of service. The proper understanding of online consumer preferences and seller perspectives will form the basis of appropriate strategies.

Originality/value

The role of a courier service is significant in the supply chain of online shopping transactions that connect buyers and sellers. The differences in consumer preferences and seller perspectives are attributed to the diverse objectives, even though they are still related to the service quality of the courier service.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 4
Type: Research Article
ISSN: 0959-0552

Keywords

Book part
Publication date: 28 February 2017

Dieter Sage

Abstract

Details

Handbook of Logistics and Supply-Chain Management
Type: Book
ISBN: 978-0-8572-4563-2

Article
Publication date: 1 August 2004

Lee Revere

The success of business process re‐engineering (BPR) is dependent on the use of data‐driven methods that provide cost‐effective and optimal solutions. Today's business managers…

2177

Abstract

The success of business process re‐engineering (BPR) is dependent on the use of data‐driven methods that provide cost‐effective and optimal solutions. Today's business managers are inundated with methodologies and tools that claim to provide sustaining process improvement results. Determining the appropriate BPR method(s) to employ is a daunting task for many businesses. Understanding the technical complexities of these methods is even more overwhelming. However, with the increased availability of management science software, business managers can easily identify and employ proven management science techniques. Readily available software that provides timely results, is easily adaptable to resource changes, and does not require extensive technical competencies. This paper demonstrates how scientific management techniques, coupled with management science software (Management Scientist, Project Management and Excel), provided a feasible and achievable solution to a laboratory courier service BPR project. The solution yields a 19.5 percent reduction in annual laboratory courier specimen costs while improving service levels.

Details

Business Process Management Journal, vol. 10 no. 4
Type: Research Article
ISSN: 1463-7154

Keywords

Abstract

Details

Advances in Librarianship
Type: Book
ISBN: 978-0-12024-616-8

Article
Publication date: 11 June 2018

Michael Wang

The purpose of this paper is to present an empirical evidence of the impacts of supply chain uncertainty and risk on the logistics performance in the Australian courier industry…

2954

Abstract

Purpose

The purpose of this paper is to present an empirical evidence of the impacts of supply chain uncertainty and risk on the logistics performance in the Australian courier industry. This study examines the impacts of supply chain and risk on the logistics performance in the Australian courier industry.

Design/methodology/approach

This study provides an in-depth analysis of supply chain uncertainty and risk’s impacts on the logistics performance. The structure equation modelling approach is applied to examine the relationship between supply chain uncertainty and risk and logistics performance. Company-side uncertainty and risk, customer-side uncertainty and risk, and environment uncertainty and risk are used to measure the impacts of supply chain uncertainty and risk on the industry. This paper gives attention to the supply chain uncertainty and risk in the industry.

Findings

The results indicate that supply chain uncertainty and risk have negative impacts on logistics performance. Moreover, the greatest impact of supply chain uncertainty and risk was from outside company in the Australian courier industry.

Research limitations/implications

The study focuses on the Australian courier industry, this may limit the implications of findings in different industries. However, the research models may be examined and validated in the different context.

Practical implications

The results may provide directions in the implementation of strategies to manage supply chain uncertainty and risk and improve logistics performance. The findings may enlighten both academics and practitioners to understand and pay attention to the supply chain uncertainty and risk in the courier industry.

Originality/value

There is an argument whether the impacts of supply chain uncertainty and risk are positive or negative in previous studies. In addition, there are very few studies on courier industry. This study clarifies the impacts of supply chain uncertainty and risk on the logistics performance in the courier industry.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

Open Access
Article
Publication date: 4 December 2023

Mohammad Osman Gani, Naimul Bhuiya, Anika Afrin Swarna, Muhammad Intisar Alam and Mohammad Omar Faruq

The purpose of this paper is to understand the determinants affecting the adoption behavior of eCourier services and to establish a moderating role of resistance to change between…

Abstract

Purpose

The purpose of this paper is to understand the determinants affecting the adoption behavior of eCourier services and to establish a moderating role of resistance to change between behavioral intention and actual usage behavior.

Design/methodology/approach

Data were collected through a survey questionnaire that was distributed to the eCourier users. A total of 260 collected data were analyzed by using structural equation modeling.

Findings

The results of the study demonstrate that all the factors considered for the study have a significant impact on the adoption of eCourier except social influence and customer service. The results also confirm that there is no moderating effect of resistance to change in the relationship between behavioral intention and actual usage.

Practical implications

This research provides theoretical contribution by extending the practical knowledge focusing on the adoption intention of eCourier, and actual usage behavior using Unified Theory of Acceptance and Use of Technology model—a pertinent and unresearched topic in the existing literature that presents a number of potential avenues for further study.

Originality/value

This study provides a general understanding of consumers in underdeveloped nations and advances earlier research on the usage of e-commerce in the courier sector.

Details

Digital Transformation and Society, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2755-0761

Keywords

Article
Publication date: 22 May 2009

Papassapa Rauyruen, Kenneth E. Miller and Markus Groth

A significant way of achieving high profitability is to retain existing customers who contribute to the service provider's revenue by continuously purchasing and paying more for…

9559

Abstract

Purpose

A significant way of achieving high profitability is to retain existing customers who contribute to the service provider's revenue by continuously purchasing and paying more for products and services and building brand equity to the provider. The main objective of this study is to empirically examine and extend the knowledge underlying the linkage between service loyalty and brand equity performance outcomes in the context of business‐to‐business markets. It aims to develop and empirically test a theoretical model examining the antecedents and the outcomes of service loyalty in a business‐to‐business context. The model also aims to examine the relationship between service loyalty and customer share of wallet and price premium, as well as the links between the proposed antecedents (habitual buying, trust in the service provider, and perceived service quality) and service loyalty.

Design/methodology/approach

The theoretical model was empirically tested with a sample of 294 Australian small‐ to medium‐sized enterprises (SMEs), using online and paper‐and‐pencil surveys. Respondents were owners of SMEs, financial controllers, and managers who are decision‐makers in the selection and use of courier service providers for their businesses.

Findings

Findings provide support for the theoretical model in linking drivers of service loyalty with two types of loyalty, purchase intentions (i.e. behavioural loyalty) and attitudinal loyalty. Furthermore, the two types of loyalty are differential predictors of brand equity outcomes in that customer share of wallet is mainly driven by purchase intentions, whereas willingness to pay a price premium is mainly driven by attitudinal loyalty.

Originality/value

The paper examines the relationship between service loyalty and willingness to pay a price premium as one key indicator of brand equity.

Details

Journal of Services Marketing, vol. 23 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 8 February 2013

John Blake and Matthew Hardy

The purpose of this paper is to evaluate the impact on customer service of amalgamating two production/distribution facilities in a blood distribution network, located in the…

Abstract

Purpose

The purpose of this paper is to evaluate the impact on customer service of amalgamating two production/distribution facilities in a blood distribution network, located in the Maritime region of Canada, into a single production facility and a satellite distribution facility.

Design/methodology/approach

Simulation models of the existing distribution network and the future distribution network were built. Experiments were conducted, using the two models, to compare the performance of each.

Findings

Results indicate that there is no evidence to suggest a decrease in customer service resulting from the consolidation of the two facilities. Furthermore, results indicate that this conclusion is robust with respect to lower inventory levels at the satellite and up to three road closures per annum.

Research limitations/implications

The results are based on specific operational assumptions regarding the number of hospitals supplied by the satellite facility and the methods used to transport blood products between locations.

Social implications

The results of this study have important implications for how vital blood products are distributed to patients in the Maritime provinces of Canada.

Originality/value

This paper is a case study describing a unique application of simulation methods to an important area of application. It will be of interest to readers interested in the management of blood supply chains and to researchers applying simulation methods.

Details

Journal of Enterprise Information Management, vol. 26 no. 1/2
Type: Research Article
ISSN: 1741-0398

Keywords

Book part
Publication date: 25 May 2023

Sedigheh Moghavvemi, Lee Su Teng and Huda Mahmoud

This chapter will introduce the concept of the gig economy. It begins with a brief discussion of technological changes and their impact on the workforce and labour market…

Abstract

This chapter will introduce the concept of the gig economy. It begins with a brief discussion of technological changes and their impact on the workforce and labour market, demonstrating how the trend shifts towards the gig economy. It then examines the trends that are influencing this transformation and discusses various perspectives and the attractiveness of the gig economy for workers and businesses. This chapter will also discuss the gig economy, platform economy, digital platform, and gig worker categories. It concludes with a brief discussion of some of the opportunities, issues, and challenges associated with the gig economy.

Details

Reshaping the Future: The Phenomenon of Gig Workers and Knowledge-Economy
Type: Book
ISBN: 978-1-83753-350-3

Keywords

Open Access
Article
Publication date: 13 October 2022

Tinyiko Vivian Dube and Lorette Jacobs

This paper aimed to determine the extent to which academic libraries and information services were extended due to the emergence of COVID-19 in the Gauteng Province, South Africa.

4730

Abstract

Purpose

This paper aimed to determine the extent to which academic libraries and information services were extended due to the emergence of COVID-19 in the Gauteng Province, South Africa.

Design/methodology/approach

Founded on a pragmatism paradigm, the sequential explanatory research design was adopted to engage with participants and respondents on their experience of library services extensions to support users during the COVID-19 pandemic. Data were collected using online questionnaires and interviews. Cluster and purposive sampling were used and data for the quantitative part were analyzed using the Statistical Package for the Social Sciences (SPSS), whilst qualitative data were analyzed manually.

Findings

Findings revealed that academic libraries operating in a higher education environment provided extensive support to remote users during the COVID-19 pandemic. This was done through the utilization of a variety of technology utilization, ranging from traditional e-mail support to the use of technology related to Artificial Intelligence such as the BOTsa, which is a Chatbot aimed to assist users in receiving speedy responses to library-related inquiries.

Originality/value

This study is unique in that it focuses on academic libraries that operate in higher education environments where support for achieving academic endeavors becomes imperative to ensure the smooth execution of teaching and learning activities within the restrictions put in place due to the COVID-19 pandemic. Adaptions and improvements to academic library services during and post-COVID-19 era were successful in ensuring that remote users could obtain similar services and access to information as was the case before the outbreak of the COVID-19 pandemic.

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