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Article
Publication date: 21 March 2022

Woohyun Cho, Dong-Jun Min and Martin Dresner

Based on cost of quality (CoQ) research, this study aims to highlight the importance of incorporating the costs to customers in contributing to service quality when…

Abstract

Purpose

Based on cost of quality (CoQ) research, this study aims to highlight the importance of incorporating the costs to customers in contributing to service quality when examining how customers respond to possible service failures [quality assurance behavior (QAB)]. Consequently, this study also aims to show how the CoQ framework can be a useful tool to the service industry in determining enhancements in quality and related expenditures.

Design/methodology/approach

Using the airline industry as a case example, this study empirically tests the impact of predicted service quality and its associated costs on an individual’s QAB (wait time spent at the departing airport) through revealed preferences. The study uses survey data from more than 4,000 passengers matched with travel-specific quality information archived by the US Department of Transportation (DOT).

Findings

This study finds that customers are willing to increase their level of QAB when informed of an increased probability of service failure. This study also finds that the level of QAB varies depending on anticipated customer costs of avoiding or responding to service failures.

Practical implications

Findings of this study emphasize the need for shared responsibility between service providers and their customers in making decisions on the provision of service quality, as helping customers adjust the appropriate level of QAB may result in greater efficiency and higher quality of service.

Originality/value

This study conceptualizes and empirically tests causal relationships between expected quality and customer efforts (QAB), thus contributing to operations literature examining CoQ in a service setting. This study argues that it is critical to consider shared responsibilities between co-producers (service providers and customers) in service operations studies.

Details

International Journal of Operations & Production Management, vol. 42 no. 4
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 14 March 2019

Xiaodan Pan, Martin Dresner and Yurong Xie

Drawing on the resource-based view and resource complementarity theory, the purpose of this paper is to investigate two research questions: To what extent are logistics…

Abstract

Purpose

Drawing on the resource-based view and resource complementarity theory, the purpose of this paper is to investigate two research questions: To what extent are logistics information system (IS) resources associated with improved operational performance? And to what extent are these relationships contingent on organizational factors?

Design/methodology/approach

A conceptual model with a nested structure is presented to link logistics IS resources and organizational factors with operational performance. The findings are validated using a cross-sectional sample of secondary data from domestic logistics firms in China.

Findings

This paper extends existing operational-level measures for logistics IS resources into a three-tier tactical-level typology: inside-out resources (operation-focused IS, decision-focused IS and IS development capability); outside-in resources (relation-focused IS and market-focused IS); and spanning resources (IS integration capability and IS management capability). Though logistics IS resources, in general, are positively related to operational performance, inside-out IS resources have the most significant impact. Organizational factors, such as firm size, firm age and firm ownership, may enhance or suppress the effects of logistics IS resources on performance.

Practical implications

The findings are valuable to both logistics firms and buyer firms in an emerging market, as logistics IS resources may affect costs and quality of logistics service. The tactical-level typology allows logistics firms to better plan for and manage emerging IS resources in a competitive environment.

Originality/value

This paper extends prior work regarding the complementary effects of logistics IS resources and organizational factors on operational performance. Logistics firms should carefully manage the three types of tactical-level IS resources according to their organizational environment to achieve a sustainable competitive advantage.

Details

The International Journal of Logistics Management, vol. 30 no. 2
Type: Research Article
ISSN: 0957-4093

Keywords

Book part
Publication date: 28 February 2017

Martin Dresner and Curtis M. Grimm

Abstract

Details

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

Article
Publication date: 1 August 1999

Elliot Rabinovich, Robert Windle, Martin Dresner and Thomas Corsi

A survey of 372 logistics managers in different industries revealed multiple outsourcing linkages among logistics activities. These results are consistent with previous…

12880

Abstract

A survey of 372 logistics managers in different industries revealed multiple outsourcing linkages among logistics activities. These results are consistent with previous findings that suggest that firms can improve customer service and reduce costs by outsourcing multiple logistics functions. The results are also consistent with previous research on the role that improved coordination of information and material flows have in the achievement of economies of scale and economies of scope. Future research developments in the field of logistics outsourcing are also proposed.

Details

International Journal of Physical Distribution & Logistics Management, vol. 29 no. 6
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 11 July 2008

Chaodong Han, Martin Dresner and Robert J. Windle

The purpose of this paper is to empirically investigate the impact of global sourcing and exports on US domestic manufacturing inventories and quantify the additional…

2968

Abstract

Purpose

The purpose of this paper is to empirically investigate the impact of global sourcing and exports on US domestic manufacturing inventories and quantify the additional inventory costs associated with global operations.

Design/methodology/approach

A panel data set of 19 US manufacturing sectors is constructed over the period 2002‐2005. Data are collected from the US economic census and other government statistics. Fixed and random effects models in both linear and LOG terms are estimated and the estimated coefficients used to calculate the cost to US manufacturing industries of additional inventories attributed to global operations.

Findings

Imports and exports have a positive, significant impact on raw materials inventory and finished goods inventory, respectively, in terms of days of supply. Based on estimations using 2005 data, a 10 percentage point increase in the import and export ratios for all US manufacturers is estimated to be accompanied by $3.03 billion additional costs for raw materials inventory and $5.33 billion for finished goods inventory, respectively.

Originality/value

This study is among the first to quantify the impact of global sourcing and exports on US domestic inventories using secondary data. To macroeconomic policy makers and industry managers, the results may serve as a benchmark to how domestic inventories are affected by global outsourcing and exports, and as a reminder that the benefits of global activities may be overestimated if inventory costs are not explicitly taken into consideration.

Details

International Journal of Physical Distribution & Logistics Management, vol. 38 no. 6
Type: Research Article
ISSN: 0960-0035

Keywords

Book part
Publication date: 6 August 2014

Abstract

Details

The Economics of International Airline Transport
Type: Book
ISBN: 978-1-78350-639-2

Book part
Publication date: 31 May 2016

Abstract

Details

Airline Efficiency
Type: Book
ISBN: 978-1-78560-940-4

Article
Publication date: 11 October 2019

Sunil Babbar, Xenophon Koufteros, Ravi S. Behara and Christina W.Y. Wong

This study aims to examine publications of supply chain management (SCM) researchers from across the world and maps the leadership role of authors and institutions based…

Abstract

Purpose

This study aims to examine publications of supply chain management (SCM) researchers from across the world and maps the leadership role of authors and institutions based on how prolific they are in publishing and on network measures of centrality while accounting for the quality of the outlets that they publish in. It aims to inform stakeholders on who the leading SCM scholars are, their primary areas of SCM research, their publication profiles and the nature of their networks. It also identifies and informs on the leading SCM research institutions of the world and where leadership in specific areas of SCM research is emerging from.

Design/methodology/approach

Based on SCM papers appearing in a set of seven leading journals over the 15-year period of 2001-2015, publication scores and social network analysis measures of total degree centrality and Bonacich power centrality are used to identify the highest ranked agents in SCM research overall, as well as in some specific areas of SCM research. Social network analysis is also used to examine the nature and scope of the networks of the ranked agents and where leadership in SCM research is emerging from.

Findings

Authors and institutions from the USA and UK are found to dominate much of the rankings in SCM research both by publication score and social network analysis measures of centrality. In examining the networks of the very top authors and institutions of the world, their networks are found to be more inward-looking (country-centric) than outward-looking (globally dispersed). Further, researchers in Europe and Asia alike are found to exhibit significant continental inclinations in their network formations with researchers in Europe displaying greater propensity to collaborate with their European-based counterparts and researchers in Asia with their Asian-based counterparts. Also, from among the journals, Supply Chain Management: An International Journal is found to exhibit a far more expansive global reach than any of the other journals.

Research limitations/implications

The journal set used in this study, though representative of high-quality SCM research outlets, is not exhaustive of all potential outlets that publish SCM research. Further, the measure of quality that this study assigns to the various publications is based solely on a publication score that accounts for the quality of the journals, as rated by Association of Business Schools that the papers appear in and nothing else.

Practical implications

By informing the community of stakeholders of SCM research about the top-ranked SCM authors, institutions and countries of the world, the nature of their networks, as well as what the primary areas of SCM research of the leading authors in the world are, this research provides stakeholders, including managers, researchers and students, information that is helpful to them not only because of the insights it provides but also for the gauging of potential for embedding themselves in specific networks, engaging in collaborative research with the leading agents or pursuing educational opportunities with them.

Originality/value

This research is the first of its kind to identify and rank the top SCM authors and institutions from across the world using a representative set of seven leading SCM and primary OM journals based on publication scores and social network measures of centrality. The research is also the first of its kind to identify and rank the top authors and institutions within specific areas of SCM research and to identify future research opportunities relating to aspects of collaboration and networking in research endeavors.

Content available
3614

Abstract

Details

International Journal of Physical Distribution & Logistics Management, vol. 45 no. 9/10
Type: Research Article
ISSN: 0960-0035

Book part
Publication date: 12 September 2017

Abstract

Details

The Economics of Airport Operations
Type: Book
ISBN: 978-1-78714-497-2

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