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Logistics companies are compelled to improve their efficiency and the environmental performance by introducing the green concept in their operations. The main purpose of the paper is to have continuous monitoring and tracking of logistics operations to enhance the green performance.

This research uses a case study approach. It illustrates a monitoring system to digitize the logistics activities by sending real-time GPS data to the server and capture the surrounding pictures with the help of the internet of things (IoTs) based camera. Data generated through digitization is mathematically analyzed for ensuring a green logistic system. The alerts due to the halts, help in keeping a check on fuel consumption, carbon emissions and security of logistics. Performance indicators such as carbon emissions and the value of travel time saving (VTTS) are selected for the study.

The findings of the study show that the actual travel time and distances are higher than the estimated travel time and distances. It also reveals that actual travel routes with diversions involve a considerably higher amount of carbon emissions during all sample travels. The results indicate a considerable saving in terms of carbon emissions, time and cost savings by effective practices of Green Logistics in Monitoring system (MSGL). These findings can help the top management of logistics companies in formulating effective strategies for technology applications in logistic operations to ensure green performance.

The study has been carried out under certain set of conditions, which may vary depending upon the organizations. Also certain more environmental dimensions for performance monitoring can be used as a future scope of study. Further studies also need to be carried out to widen the scope of the MSGL model at a global level rather than only at local level.

Any organization which deploys transportation as part of their activity can use this MSGL model and then do the mathematical analysis to reduce the CO₂ emissions, reduce the time and extra cost. The value of this study lies in the fact that government is trying different methods and models to reduce pollution. This MSGL should be made compulsory by the government as a part of their policies for environment of the country.

This study examined the factors influencing willingness-to-repurchase for each class of airline service, and integrate the constructs of service quality, satisfaction and willingness-to-repurchase which were rooted on Engel-Kollat-Blackwell (EKB) model. The study focuses on the domestic and international arrival of passengers at Murtala Muhammed International Airport in Lagos and Nnamdi Azikwe International Airport in Abuja. Information was gathered from domestic and foreign passengers who had post-purchase experience and had used the airline's services more than once. The survey data were obtained concurrently from arrival passengers at two major international airports using an electronic questionnaire through random and purposive sampling techniques. The data was analysed using the ordinal logit model and structural equation model. From the 606 respondents, 524 responses were received but 489 responses were valid for data analysis and reporting and were obtained mostly from economy and business class passengers. The study found that the quality of seat pitch, allowance of 30 kg luggage permission, availability of online check-in 24 hours before the departing flight, quality of space for legroom between seats, and the quality of seats that can be converted into a fully flatbed are the major service factors influencing willingness-to-repurchase economy and business class tickets. Also, it was found that passengers' willingness to repurchase is influenced majorly by service quality, but not necessarily influenced by satisfaction. These results reflect the passengers' consciousness of COVID-19 because the study was conducted during the heat of COVID-19 pandemic. Recommendations were suggested for airline management based on each class.

Firms are increasingly making customers key stakeholders in their greening processes, requiring them to voluntarily use their resources to benefit the firm. In this context, this paper develops a new construct – tangible customer citizenship behaviour (CCB), i.e. voluntary participation of customer in operational processes of the company beyond normal requirements of exchange. This requires more involvement than the already documented intangible CCB. The purpose of the paper is to then explore whether service quality (SQ) (online and offline) influences such voluntary customer reciprocity in greening.

This study used a virtual survey among 400 customers of e-commerce firms that have adopted greening practices requiring customer engagement and regressions were used to test the hypotheses.

The authors find that both online and offline SQ positively impact intangible CCB but have no impact on customer greening reciprocity (tangible CCB). Additionally, the authors find that offline SQ positively impacts customer greening awareness. However, in spite of the presence of greening awareness and display of intangible CCB, SQ does not have any impact on greening reciprocity.

This study introduces to literature a more tangible form of voluntary behaviour on the part of the customer, i.e. tangible CCB or reciprocity. To the best of the authors’ knowledge, it is also one of the first to study the customer as an important stakeholder and participant in a business-to-consumer firm’s operating processes, particularly in greening which has no direct impact on the firm’s core offering. The focus on greening in the Indian context is also novel given the greening costs and requirements and the price competition are very different in emerging market contexts where e-commerce firms are experiencing the maximum growth.

This research has two major purposes: developing and testing a resource‐based framework for entry mode choice and ascertaining the extent to which the determinants of foreign market entry mode choice in the manufacturing sector apply to foreign market entry mode choice in the non‐separable service sector. Using mail survey data collected from top‐level managers of US firms that had been engaged in international business, the article tests a number of research hypotheses concerning foreign market entry mode choice in the manufacturing and service sectors. The managerial and research implications of the findings are delineated and directions for future research are offered.

Catering business is one of the most prominent and sought-after business investment in Dehradun, given the number of people who have a busy lifestyle. This fact gets more influential as Shugan Group is a catering company that serves the Dehradun market, a valley in the foothills of Shivalik Mountain Range in the state of Uttarakhand. Dehradun enjoys the benefit of being the Capital of Uttarakhand. The catering companies offer a lot of employment while promising delicious food to the stakeholders. Many individuals rely on this sector through food trucks, small shops or through full-fledged catering service providing companies. The group offers innovative and interesting food options for Doonites through their catering services including a lot of regional food options. Traditionally, the catering services in the town comprises handful options to deliver in the form of just food items. The catering services now involve a lot of service elements also including serving of the dishes, ambience and all inclusive of personnel factors. Many individuals assume that mess food is everyday kind of boring food. This assumption definitely holds true throughout the student community who are the major benefactors of the catering services as Dehradun is an education hub in the country. The new food offerings therefore face a lot of change as some of the ingredients definitely are the everyday incorporated ones. In the past couple of years, the catering services concept had gained acceptance for investment because of rise in demand for variety to be provisioned in the offerings as students hold diverse demographical differences. A lot of significance has been given to the likeness of various food options. Shugan Group wishes to inject a new life into the student catering market, leveraging the culinary skills of their handpicked chefs to develop creative new catering options. The advanced skills of chefs, industry insight of the group and an already existing market opportunity will allow the group to showcase its potential. Shugan Group is a start-up company. Marketing is critical to its success and future profitability. It offers creative gourmet for mess catering for a wide range of events and everyday eating options. The basic market need is high quality and creative food options. Having worked in the industry for the past few years and witnessing the dynamic environment including rise in disposable incomes, rise in consumer awareness, consumer’s keenness to eat new delicacies every day and desire to purchase quality food, the group has invested a lot in understanding what the consumers want. The performance of the group has been moderately incremental. After holding qualitative wisdom on the requirements of the market, Shugan Group is currently in the speculative stage in terms of being a caterer. The group wishes to reasonably understand the option that it should consciously adopt in terms of being modest about thinking only of financial benefit, with reasonable expansion every year only for the sake of being financially viable or build a strong brand and start getting people to increase word of mouth thereby bringing organic growth.

This special “Anbar Abstracts” issue of the Marketing Intelligence & Planning is split into seven sections covering abstracts under the following headings: Marketing Strategy; Customer Service; Sales Management; Promotion; Marketing Research/Customer Behaviour; Product Management; Logistics and Distribution and Sundry.

The purpose of this paper is to provide a structured literature review on knowledge management (KM) and KM strategy in environmental sustainability practices of logistics service providers. The paper highlights the nature and scope of existing research and identifies areas for future research.

The study consists of a systematic review of existing research regarding KM in sustainable logistics. In all, 38 refereed research papers formed the basis of analysis. This methodology allows for the minimization of researcher bias and the maximization of reliability and replicability.

The literature review made possible the identification of three basic elements through which building-up appropriate KM approaches and KM strategies in the area of environmental sustainability by third-party logistics service companies will be enhanced: customer relationship management, quality of human resources and the adoption of information and communication technology tools and systems.

This study may not have enabled a complete coverage of all articles in the field of KM in the context of environmental sustainability practices of logistics service companies. Yet, it seems reasonable to assume that the review process covered a large share of studies available. The main research implications deriving from the study concern research methods, analysis of factors hampering/supporting the implementation of KM in practices related to environmental sustainability, development of measures to demonstrate the impact of KM on sustainability practices and role of different stakeholders in the implementation of KM in environmental sustainability practices.

To the best of the authors ' knowledge, no systematic literature review on this topic has previously been published in academic journals.

The purpose of the paper is to analyse whether environmental issues form a supplier selection criteria of companies when sourcing third party logistics (3PL) services.

The paper is based on a total of nine cases, where six buyers and three 3PL are analysed in depth so that data are collected for both parties involved in related dyadic relationships.

While 3PL reports an increasing interest in environmental issues, buying decisions are still made on “traditional” performance objectives, such as price, quality and timely delivery. Environmental concerns have not been incorporated and at best form a kind of minimum requirement. Related cooperation, as asked for when taking a wider supply chain management perspective, could not be identified.

The paper has the limitation that only a total of nine companies are analysed. Yet, these companies can be seen as being good representatives of the overall industry. Further, detailed information is collected on all companies, it permitted the understanding of related corporate action. One implication would be conducting, e.g. a survey for collecting data on a larger number of cases.

Buyers of 3PL services and companies are challenged towards rethinking their strategies.

So far, there is very little research on how buyers and 3PL jointly manage environmental issues. The paper addresses environmental issues as a buying criteria and places this into the wider literature on logistics and sustainable supply chain management.

The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision, to reveal any differences across China and Taiwan, to fill in a gap in the literature focused on post-purchase logistic activities related to shipping, return, and tracking, to provide managerial guidance in logistics for e-commerce, and to develop insights on logistic services for future research.

Using a validated survey instrument, 384 respondents in China and 145 respondents in Taiwan are collected. The research model is analyzed using component-based estimation approach to structural equation modeling.

The structural equation analysis of the study found that post-purchase shipping and tracking have an impact on customer satisfaction in both China and Taiwan. It also found that customer service is the most significant factor among the examined antecedents for online shoppers in China. While, return service is more important for shoppers in Taiwan. Finally, customer satisfaction played a stronger positive role for online shoppers in Taiwan as compared to their counterparts in China.

This research extended the current literature about post-purchase logistic services in an online shopping environment with a literature-based research model and good empirical data support. However, one limitation of the study is that the data collected represents a cross-sectional sample; future research should examine longitudinal sample to study customers’ purchase intentions over time.

This study can help both scholars and practitioners understand the importance of tracking, return, shipping, and customer service in an online shopping environment and across countries. It provides insights on designing e-commerce relevant shipping services to satisfy and attract customers across countries.

The study investigated how post-purchase activities contributed to customer satisfaction in online shopping and explored the influence of customer satisfaction on future purchase intention in China and Taiwan. This is one of the first studies available in the literature to provide empirical support and managerial insights about post-purchase activities related to shipping, tracking, and returns for e-commerce with cross-regional comparison.

Emergency humanitarian medical cold chains (HMCCs) depend heavily on their supporting energy services due to end-to-end temperature requirements in volatile disaster situations. Most energy sources powering emergency HMCCs are fossil-based due to well established processes, regardless of their environmental impact. In response to the recent energy crisis and climate change, a solution to tackle this issue relies on renewable energy sources (RES), whose use has increased to promote climate resilient development. Nevertheless, RESs’ capacity to replace conventional energy services in emergency HMCCs remains poorly understood. This study aims to investigate opportunities for, and barriers to, increasing the use of RESs in emergency HMCCs, thereby enhancing their environmental sustainability.

Based on a review of academic and practice literature, interviews with expert practitioners on emergency HMCCs and sustainable energy, and case study examples, this research aimed to analytically generalise the phenomenon by investigating opportunities for, and barriers to, increasing the use of RESs in emergency HMCCs. The phenomenon is illustrated in a novel framework of typical HMCC, that forms a contextual basis for future research.

A conceptual framework of typical emergency HMCC shows energy-consuming sections where RES can best be increased. This research is put forth in four propositions to manage the opportunities and barriers of the transition.

This research is, to the best of the author’s knowledge, the first attempt to operationalise sustainability by linking energy with HMCCs’ logistical activities in complex emergency settings. The cross-findings from literature, example cases and interviews together demonstrate the need to increase the use of RES in HMCCs, and how to do it.