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1 – 10 of over 1000Arkadiusz Kawa and Justyna Światowiec-Szczepańska
The purpose of this paper is to identify the components of logistics value and examine their influence on customer satisfaction in e-commerce. This study investigates the…
Abstract
Purpose
The purpose of this paper is to identify the components of logistics value and examine their influence on customer satisfaction in e-commerce. This study investigates the moderation effect between those two variables using the overall service level in the different industries of e-commerce.
Design/methodology/approach
A total of 592 correctly filled questionnaires from telephone and web interviews (computer-assisted telephone interviews and computer-assisted web interviews) were scrutinized. Hierarchical linear modeling (as a part of a wider group of multilevel modeling studies) was used to verify the dependencies between variables from an organization and industry levels.
Findings
The logistics factors indicated and described in the paper differently affect the value for the customer. This value is subjective and dynamic. For this reason, the online seller should develop a system to create a sustainable value proposition. It is plausible due to the possibility of choosing the type of delivery, date of collection and change thereof, as well as that of returning the product. Because of all this, the customer decides on the way of the order execution and creates the value chain.
Research limitations/implications
The developed model is aimed at identifying universal relationships that create the customer satisfaction mechanism for the logistics value. However, this may result in other aspects of customer satisfaction being neglected. The authors are aware that the creation of value by a company in e-commerce must be approached in a systematic manner.
Practical implications
The results obtained and the representativeness of the surveyed sample of companies lead to the formulation of implications for business practice. The conclusions of the research definitely indicate a need to build awareness of logistics value and its influence on customer satisfaction through the service level in the industry. Because of the identified components of the logistics value and industry characteristics, managers of online retailers can better run their businesses, increase customer satisfaction, and thus improve their performance.
Originality/value
It is the first study that concerns e-commerce in individual industries, with particular emphasis on logistics and its impact on customer satisfaction.
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Madelen Lagin, Johan Håkansson, Carin Nordström, Roger G. Nyberg and Christina Öberg
Current online business development redistributes last-mile logistics (LML) from consumer to retailer and producer. This paper identifies how empirical LML research has used and…
Abstract
Purpose
Current online business development redistributes last-mile logistics (LML) from consumer to retailer and producer. This paper identifies how empirical LML research has used and defined logistic performance measures for key grocery industry actors. Using a multi-actor perspective on logistic performance, the authors discuss coordination issues important for optimising LML at system level.
Design/methodology/approach
A semi-systematic literature review of 85 publications was conducted to analyse performance measurements used for effectiveness and efficiency, and for which actors.
Findings
Few empirical LML studies exist examining coordination between key actors or on system level. Most studies focus on logistic performance measurements for retailers and/or consumers, not producers. Key goals and resource utilisations lack research, including all key actors and system-level coordination.
Research limitations/implications
Current LML performance research implies a risk for sub-optimisation. Through expanding on efficiency and effectiveness interplay at system level and introducing new research perspectives, the review highlights the need to revaluate single-actor, single-measurement studies.
Practical implications
No established scientific guidelines exist for solving LML optimisation in the grocery industry. For managers, it is important to thoroughly consider efficiency and effectiveness in LML execution, coordination and collaboration among key actors, avoiding sub-optimisations for business and sustainability.
Originality/value
The study contributes to current knowledge by reviewing empirical research on LML performance in the grocery sector, showing how previous research disregards the importance of multiple actors and coordination of actors, efficiency and effectiveness.
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James Kanyepe, Brave Zizhou, Mikel Alphaneta and Neater Chifamba
This study examines the moderating role of information sharing on the effect of lead-time management on the performance of firms in the Zimbabwean motor industry.
Abstract
Purpose
This study examines the moderating role of information sharing on the effect of lead-time management on the performance of firms in the Zimbabwean motor industry.
Design/methodology/approach
Data were collected using Likert-based structured questionnaires from a sample of 105 employees in Zimbabwe. In addition, Pearson Correlation, Linear Regression and Moderation Regression analysis were employed to test the relationship between study variables.
Findings
The study found that fixed lead time, preprocessing lead time, processing lead time and postprocessing lead time significantly influence the performance of firms in the motor industry. The results also demonstrate that information sharing moderates the effect of lead-time management on firm performance in the motor industry.
Practical implications
Firms in the motor industry should establish long-term relationships with their suppliers and implement effective communication channels for timely and frequent information exchange regarding production schedules, inventory levels, quality standards and potential disruptions.
Originality/value
The current study aims to contribute to the scientific discourse on lead-time management, information sharing and performance in the motor industry. Furthermore, it extends knowledge on the performance of the motor industry in the African region.
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Andreas Risberg and Hamid Jafari
In light of the recent dynamics, this paper aims to explore the last mile (LM) of e-commerce retailers. Two research questions are developed (1) What firm characteristics are…
Abstract
Purpose
In light of the recent dynamics, this paper aims to explore the last mile (LM) of e-commerce retailers. Two research questions are developed (1) What firm characteristics are critical in LM practices? and (2) How do LM practices differ based on the identified critical firm characteristics?
Design/methodology/approach
Data were collected via 10 interviews with e-commerce executives, as well as a survey on 200 e-commerce firms in different retail sectors in Sweden.
Findings
“Firm Size” and “Sales Channel-Mix” appear to be the top critical firm characteristics in LM practices. While last mile delivery (LMDe) was found to vary more based on sales channel mix than firm size, the opposite occurs for last mile back-end fulfilment (LMBF). Moreover, last mile consumer steering (LMCS) was found to vary only with sales channel-mix. Unexpectedly, primarily store-based retailers capitalize on their stores while offering competitive remote services; they hence compete indirectly with their existing store network.
Originality/value
While most prior work has focused on LMBF and LMDe for strategizing, the consumer-steering aspect seems to have been a missing link. This study develops an integrated framework for LM strategy planning, incorporating LMCS, LMBF and LMDe. New aspects such as the environment, specialization and inventory management are included. The findings provide insights for executives when strategizing, undertaking competition analysis and positioning the firm.
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Joakim Hans Kembro and Andreas Norrman
Recent studies have highlighted the importance of adopting a contingency approach to configuring omnichannel warehouses. Nonetheless, research on how various contextual factors…
Abstract
Purpose
Recent studies have highlighted the importance of adopting a contingency approach to configuring omnichannel warehouses. Nonetheless, research on how various contextual factors influence the selection of warehouse configuration is scarce. This study fills this knowledge gap by exploring how and why certain configurations fit in different omnichannel contexts.
Design/methodology/approach
A case study is conducted with six leading Swedish omnichannel retailers. Focusing on outbound warehouse configurations, data are collected through interviews, on-site observations, and secondary sources. A multistep analysis is made, including both pattern matching and explanation building.
Findings
The qualitative analysis reveals 16 contextual factors, of which assortment range, requested online order fulfillment times, goods size and total transactions are the most influential. The study shows how contextual factors create different challenges, thereby influencing the choice of the configurations. In addition to market dynamics and task complexity, the study describes four categories of the factors and related challenges that are particularly important in omnichannels: speed, space, economies of scale and tied-up capital.
Research limitations/implications
The findings highlight the importance of understanding context and imply that multiple challenges may require trade-offs when selecting configurations, for example, regarding what storage, processes and resources to integrate or separate. To confirm, extend, challenge and further operationalize the ideas and observations put forward in this paper, an agenda with future research issues is given for this accelerating, contemporary phenomenon.
Practical implications
Managers could leverage the frameworks proposed for the contextual profiling of their current and future positions. The frameworks provide support for understanding the important challenges and potential trade-offs and developing aligned configurations.
Originality/value
This study is original in the way it provides in-depth, case study findings about contextual factors and their influence on omnichannel warehouse configuration.
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Nuraddeen Usman Miko and Usman Abbas
Africa has been identified as an area where higher mortality happens due to un-accessibility to health care, drugs and other health facilities. Nigeria, as one of the African…
Abstract
Purpose
Africa has been identified as an area where higher mortality happens due to un-accessibility to health care, drugs and other health facilities. Nigeria, as one of the African countries, is not excluded from such difficulties. This study aims to examine the determinants of efficient last-mile delivery at selected health facilities and the Kaduna State Health Supplies Management Agency (KADSHMA).
Design/methodology/approach
The study sourced data from KADSHMA and the health facilities’ staff, with a total of 261 observations used. Likewise, the respondents were picked from warehouses of each health facility and KADSHMA. The data was analysed using the partial least square structural equation modelling analysis to estimate the relationship among the variables of the study.
Findings
The study’s findings revealed that all five variables of the study (i.e. determinants) were significantly affecting the efficient last-mile delivery. Four constructs (delivery cost [DC], delivery time [DT], mode of delivery [MD] and facilities technology [FT]) have shown a positive and significant association with efficient last-mile delivery, whereas one variable (product mix [PM]) indicated a negative and significant association with efficient last-mile delivery. The study concludes that DC, DT, MD, FT and PM played significant roles in efficient last-mile delivery.
Research limitations/implications
The study provides that specific means of transportation should always be on standby to transport health supplies. Time schedules should always be prepared and adhered to when transporting health supplies to the facilities, and each facility should network with robust technology to ease communication in terms of order and order planning. Additionally, facilities should try as much as possible to reduce the varieties of products when ordering health supplies, as it will increase the efficiency of the delivery.
Originality/value
To the best of the authors’ knowledge, this study is the first of its kind that considered these five variables (DC, DT, MD, FT and PM) with impact on the last-mile delivery in one model, especially in the Nigerian case. This is a great contribution to knowledge, more importantly, to the last-mile delivery of the health sector. The result confirmed the importance of these determinants (DC, DT, FT and PM) of last-mile delivery efficiency in saving lives.
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Joakim Kembro and Andreas Norrman
To meet customers' expectations on shorter lead times, high product availability, flexibility, and variation in delivery and return options, retailers have turned their attention…
Abstract
Purpose
To meet customers' expectations on shorter lead times, high product availability, flexibility, and variation in delivery and return options, retailers have turned their attention to warehousing and are making big investments in technology. Currently, technology providers are pushing for smart warehousing, a new and under-researched phenomenon. This study aims to conceptualize the term and examine pathways toward implementing smart warehousing.
Design/methodology/approach
An exploratory survey was administered to 50 leading Swedish retailers in varying segments. A two-tailed t-test for equality of means was used to detect significant differences between current and future states.
Findings
The study found that future smart warehouses will be automated, autonomous, digital, and connected, but that retailers will follow different paths along this journey, driven by contextual trends, e.g. sales growth, wider product assortment, shorter lead-time offerings, and integration of brick-and-mortar and online stores. Interestingly, the study revealed that many of the retailers that aim to create smart warehouses in five years are not the retailers with the most developed technology today.
Research limitations/implications
The paper operationalizes smart warehousing in two dimensions: degree of automation and degree of digitalization and connectivity of information platforms. Based on the findings, 16 theoretical propositions are put forth that, based on contextual factors, explain different pathways for retailers to implement smart warehousing.
Practical implications
The empirical insights and theoretical discussions provide practically useful guidance, including outlined trends, for selecting and benchmarking automation and complementary technologies in warehouse operations.
Originality/value
This paper conceptualizes and operationalizes smart warehousing – an original approach. It is also one of the first to investigate the technological transformation in retail warehousing empirically, explaining how and why retailers choose different pathways toward smart warehousing.
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Vincent McLean and Adam D. Reiman
Aircraft fail to meet mission capable rate goals due to a lack of supply of aircraft parts in inventory where the aircraft breaks. This triggers an order at the repair location…
Abstract
Purpose
Aircraft fail to meet mission capable rate goals due to a lack of supply of aircraft parts in inventory where the aircraft breaks. This triggers an order at the repair location. To maximize mission capable rate, the time from order to delivery needs to be minimized. The purpose of this research is to examine the case of three airfields for the order to delivery time of mission critical aircraft parts for a specific aircraft type.
Design/methodology/approach
This research captured data from three information systems to assess the order fulfillment process. The data were analyzed to determine the performance in fiscal year 2020. Using the model of that performance, the cost of reducing transportation times using publicly available commercial cost estimates was assessed against the impact on aircraft availability.
Findings
The results indicate that paying the costs for expedited shipping would have increased aircraft availability by 1.09 times the average annual aircraft flying hours for the three cases. The cost for the equivalent of an additional aircraft for the year was a third of the annual straight-line depreciation for that aircraft type.
Research limitations/implications
This research assumed that the transportation time service levels publicly posted could be achieved. The weight of each mission critical part was not available, so the weight was selected from a probability distribution of mission critical part weights that was retrieved from prior research. This research provides options to enhance aircraft availability and identifies the associated costs.
Practical implications
Adjusting the contract with transportation providers to reduce the transportation times of mission critical parts could have a large impact on aircraft availability at relatively little cost.
Social implications
This research could enhance aircraft readiness in service of the common defense.
Originality/value
This research provides an effective methodology for enhancing military readiness through contract adjustments with commercial partners. The value of this research is that it will serve to adjust the value proposition of mission critical parts inside the United States Transportation Command’s Next Generation Delivery Service contract.
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Michael Weber, Daniel Steeneck and William Cunningham
This paper aims to measure the effect of supply discrepancy reports (SDRs) on military aircraft readiness metrics, including aircraft availability, not mission capable supply…
Abstract
Purpose
This paper aims to measure the effect of supply discrepancy reports (SDRs) on military aircraft readiness metrics, including aircraft availability, not mission capable supply (NMCS) hours, cannibalizations and mission-impaired capability awaiting parts (MICAP) hours.
Design/methodology/approach
Monthly SDR, NMCS, aircraft cannibalizations and MICAP data from 2009 to 2018 are analyzed using linear regression and independent samples t-tests to examine whether discrepant shipments negatively impact aircraft readiness.
Findings
Results of linear regression were significant in 4 of 12 analyses, suggesting that SDRs are a significant predictor of increased cannibalizations. Results of independent samples t-tests found MICAP hours were significantly higher on discrepant shipments compared to nondiscrepant shipments in all three analyses.
Practical implications
This research will increase awareness of the extent to which SDRs degrade aircraft readiness, and provide an opportunity for United States Department of Defense (DoD) supply chain leaders to take action to improve order fulfillment performance in their organizations.
Originality/value
Little research has been done investigating the impact of SDRs within the DoD, and to the best of the authors’ knowledge, no previous study has examined the effect of SDRs on military aircraft readiness metrics.
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