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

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Article

Yuangao Chen, Jing Yu, Shuiqing Yang and June Wei

Online retailers widely use self-service parcel delivery as a solution to the last-mile logistics problems. The purpose of this paper is to investigate the factors that…

Abstract

Purpose

Online retailers widely use self-service parcel delivery as a solution to the last-mile logistics problems. The purpose of this paper is to investigate the factors that affect the consumer’s intention to use self-service parcel delivery service.

Design/methodology/approach

The authors integrate prior research and propose a comprehensive three-factor model. The study combines individual and situational factors and proposes a socialized factor.

Findings

This study found that location convenience, optimism, innovation, and the need for human interaction positively affect the consumer’s intention to avail of the self-service parcel delivery service. It also identifies that socialized factor positively influences the consumer’s intention to use self-service parcel delivery services.

Research limitations/implications

The test results show that the explanatory power of the individual factors of the model is better than that of the situational factors. However, this does not imply that the situational factors cannot explain the consumer behavior well. Future studies should employ additional situational factors to explain the consumer behavior.

Practical implications

This study offers valuable theoretical and managerial implications. Delivery service providers should concentrate on their marketing force and customize their services for consumer groups who have specific individual characteristics, such as optimism and innovation.

Social implications

Strengthening service interactions in the social factor and choosing optimal locations for self-service pickup machines are also essential for the expansion of the users’ population and enhancement of service experience.

Originality/value

The authors combined situational and individual factors, proposed a socialized factor, and presented the three-factor model of the consumer’s intention to use self-service parcel delivery service.

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Article

Philipp Goebel, Sabine Moeller and Richard Pibernik

The purpose of this paper is to investigate the potential of a new convenience‐enhancing service at the interface between retailers and consumers: time‐based delivery of…

Abstract

Purpose

The purpose of this paper is to investigate the potential of a new convenience‐enhancing service at the interface between retailers and consumers: time‐based delivery of parcels. The service allows consumers to choose a preferred time slot for a parcel to be delivered. This convenience‐enhancing logistics service may be attractive for consumers, retailers, and logistics service providers. The authors provide insights on consumers' willingness to pay (WTP) for this service and important drivers of its attractiveness.

Design/methodology/approach

This paper measures and analyzes the attractiveness and antecedents, the WTP, and the overall revenue potential of this service based on an empirical analysis. A contingent valuation approach was adopted to measure the WTP and the level of usage.

Findings

Research results suggest that the level of availability at home and the working hours per week are important antecedents of the perceived attractiveness of the service. Furthermore, consumers who perceive this convenience‐enhancing service as attractive, represent a market segment that has significant revenue potential.

Research limitations/implications

Based on the analysis, important managerial insights are derived that can guide logistics service providers and retailers in their decision to implement such a novel service.

Originality/value

The paper enhances the scope of convenience services, providing empirical data for a time‐based delivery service.

Details

International Journal of Physical Distribution & Logistics Management, vol. 42 no. 6
Type: Research Article
ISSN: 0960-0035

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Article

Tomas Palaima and Viltė Auruškevičienė

The aim of this study is to develop a structural model and test it in the parcel delivery services business‐to‐business market in order to identify how services quality…

Abstract

Purpose

The aim of this study is to develop a structural model and test it in the parcel delivery services business‐to‐business market in order to identify how services quality influences relationship quality and to determine the interactions between constructs of relationship quality.

Design/methodology/approach

A structural model was developed using frameworks suggested by Gwinner et al., Hennig‐Thurau et al. and Bingguang et al. Online survey research was employed to survey the respondents. Structural equation modeling was employed to estimate structural model and test hypotheses.

Findings

The research demonstrated that services quality does not have direct influence on commitment, but impacts it indirectly through various relational benefits. The results imply that services quality is not enough for commitment‐based loyalty to develop. Relational benefits are essential. The results demonstrated that special treatment benefits, social benefits and confidence benefits are intricately related and have effect on each other. Main findings of the study demonstrated that in parcel delivery services industry there exist context‐specific relationships between constructs of relationship quality. The research found out that the interactions between constructs of relationship quality in parcel delivery services industry are different. Moreover, the empirical study confirmed the existence of industry‐specific direct and indirect loyalty drivers.

Research limitation/implications

The developed relationship quality model is intentionally limited to parcel delivery services industry in order to examine industry‐specific relationships between the constructs. The model could be extended in order to model competition and effects of change in relationship quality on customer life‐time‐value.

Practical implications

The model can be used by managers of parcel delivery companies to assess loyalty and commitment of clients.

Originality/value

This study is the first attempt to identify how services quality influences relationship quality, test relationships between constructs of relationship quality and examine context‐specific relationship in the parcel delivery market.

Details

Baltic Journal of Management, vol. 2 no. 1
Type: Research Article
ISSN: 1746-5265

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Article

Zuopeng Xiao, James J. Wang and Qian Liu

The purpose of this paper is to examine the effects of final delivery solutions on e-shopping usage behaviour by modelling their interaction across residents living in…

Abstract

Purpose

The purpose of this paper is to examine the effects of final delivery solutions on e-shopping usage behaviour by modelling their interaction across residents living in different neighourhoods with availabilities of different facilities, including automated parcel stations (APSs), collection and delivery points (CDPs), and the direct-to-home delivery stations of parcel express firms (PEFs).

Design/methodology/approach

The study is based on a survey on e-shopping behaviour and delivery awareness. A mixed structural equation model is used to predict the interactions among availability of final delivery facilities (AFDF), level of satisfaction with delivery services and e-shopping usage after controlling individual socioeconomic attributes and retail environment.

Findings

Compared with AFDF, individual socioeconomic attributes are the most influential factors contributing to e-shopping spending and frequency. Improving AFDF has only a slight effect on e-shopping spending, while a larger impact on e-shopping frequency and perceived satisfaction to delivery services is observed. The quantity of PEF delivery stations has a relatively large influence on e-shopping usage but the effects of APSs and CDPs are not as strong as expected.

Research limitations/implications

The causality between final delivery solutions and e-shopping behaviour can be further tested by using social experiments or longitudinal data.

Practical implications

All findings will help business and public policy decision makers to derive a balanced and effective deployment of final delivery solutions, which is also referential for other emerging markets similar to China.

Originality/value

This study theoretically contributes to the international literature by examining the heterogeneous effects of final delivery solutions on different aspects of e-shopping engagement.

Details

International Journal of Retail & Distribution Management, vol. 46 no. 1
Type: Research Article
ISSN: 0959-0552

Keywords

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Article

Bingguang Li, Michael W. Riley, Binshan Lin and Ershi Qi

The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx.

Abstract

Purpose

The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx.

Design/methodology/approach

The paper is contrast the overall customer satisfaction and five critical factors (availability, responsiveness, reliability, completeness, and professionalism of service) that directly affect customer satisfaction for these two parcel delivery companies. Written questionnaire responses from university departments/units in the USA were collected and used for the comparison analysis. An independent samples t‐test was used to compare the ratings of customer satisfaction of these two parcel companies.

Findings

The paper find's no significant differences in the ratings of service quality of that these two parcel delivery companies provide with respect to both incoming and outgoing mail. The results of this research suggest that the similarity in ratings of service quality of these two companies explain their equally dominant positions in the parcel service industry.

Research limitations/implications

The survey subjects only include units/departments within universities, with most of the participants located in Nebraska. By expanding the total number of surveys to include more industries and locations, this research could provide additional insight into the parcel service industry and customer satisfaction. Additionally, price of parcel delivery service was not included as a factor impacting customer satisfaction. Price of service may play an important role in customers' selection of parcel carrier.

Originality/value

Findings of this research provide customers insights into the service quality of parcel delivery companies in order for them to make a choice of which carriers to use.

Details

Industrial Management & Data Systems, vol. 106 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

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Article

Hyunwoo Lim and Narushige Shiode

The purpose of this paper is to study how cost efficiency and the reliability of a physical distribution network are affected by changes in online shopping demand and to…

Abstract

Purpose

The purpose of this paper is to study how cost efficiency and the reliability of a physical distribution network are affected by changes in online shopping demand and to suggest how logistics service providers can respond to such changes.

Design/methodology/approach

Based on a discrete event simulation approach, possible adaptive measures to online shopping demand increase are tested at three levels of decision making in parcel distribution network: priority assignment in the main hub (operational), introduction of sub‐hubs (tactical), and increase in the hub‐terminal capacity (strategic). The feasibility of the simulation is tested with parameters adopted from the logistics service data of an existing major parcel carrier in South Korea.

Findings

Findings from the simulation model suggest that the existing physical distribution network can improve its cost efficiency and service reliability by evolving into a more centralized network structure with increased capacity of transshipment facilities if the online shopping demand is expected to increase consistently over the long run.

Practical implications

This research will help logistics service providers to have good insights into performances of their distribution networks at different levels of demand and to devise a plan for adaptation to meet future demand.

Originality/value

This paper provides a framework to understand the complex relationship between network configurations, service levels, costs, and other decision‐making processes with respect to changes in online shopping demand based on a simulation approach.

Details

International Journal of Physical Distribution & Logistics Management, vol. 41 no. 8
Type: Research Article
ISSN: 0960-0035

Keywords

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Article

Riccardo Mangiaracina, Alessandro Perego, Arianna Seghezzi and Angela Tumino

The purpose of this paper is twofold: first, to review and classify scientific publications dealing with those innovative solutions aimed at increasing the efficiency of…

Abstract

Purpose

The purpose of this paper is twofold: first, to review and classify scientific publications dealing with those innovative solutions aimed at increasing the efficiency of last-mile delivery in business to consumer (B2C) e-commerce; and, second, to outline directions for future research in this field.

Design/methodology/approach

The review is based on 75 papers published between 2001 and 2019 in international peer-reviewed journals or proceedings of conferences, retrieved from bibliographic databases and science search engines.

Findings

Due to its importance in affecting the overall logistics costs and, as a consequence, the economic sustainability of a B2C e-commerce initiative, last-mile delivery process deserves particular attention in order to be optimised. The review highlights that, among the main factors affecting its cost, there are the probability to have failed deliveries, the customer density in the delivery areas and the degree of automation of the process. Innovative and viable last-mile delivery solutions – which may impact the mentioned drivers – include parcel lockers, crowdsourcing logistics, mapping the consumer presence at home and dynamic pricing policies. Eventually, some gaps and areas for further research activities have been identified (e.g. mapping customer behaviour, crowdsourcing logistics).

Originality/value

This review offers interesting insights to both academics and practitioners. On the academic side, it analyses and classifies relevant literature about innovative and efficiency-oriented last-mile delivery solutions, proposing directions for future research efforts. On the managerial side, it presents a holistic framework of the main factors affecting last-mile delivery cost and of viable innovative solutions that may be implemented to increase efficiency.

Details

International Journal of Physical Distribution & Logistics Management, vol. 49 no. 9
Type: Research Article
ISSN: 0960-0035

Keywords

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Book part

Marielle Stumm and Daniel Bollo

E-commerce businesses have been undergoing rapid development for the last five years in the United States and for the past two years in Europe. This sustained growth…

Abstract

E-commerce businesses have been undergoing rapid development for the last five years in the United States and for the past two years in Europe. This sustained growth illustrates the existence of a demand for this type of service, particularly among the youth. Beyond the startup phase, e-commerce companies are continuing to generate significant losses, which point to organisational defects, the most serious being logistic support to this business. Analysis of the e-commerce issue is delicate, given the haziness of the activity's perimeter. E-commerce startups offer services similar to traditional mail-order, and consumer retailing is not clearly stating its objectives in creating its own e-commerce sites.

Logistics is not an organisational technique that is adapted to the rapid and unpredictable changes that e-commerce is experiencing today. Logistics related problems in e-commerce vary according to the type of commercial activity involved, but they are often considerable and sometimes result from the precipitation with which these activities were set up.

Details

Logistics Systems for Sustainable Cities
Type: Book
ISBN: 978-0-08-044260-0

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Article

Michael S. Garver, Zachary Williams, G. Stephen Taylor and William R. Wynne

Much of the research conducted in logistics/SCM has focused on satisfaction/retention of customers. This has left a critical gap for managers: before customers can be…

Abstract

Purpose

Much of the research conducted in logistics/SCM has focused on satisfaction/retention of customers. This has left a critical gap for managers: before customers can be satisfied and ultimately retained, a purchase choice of logistics services has to occur. To date, very little research has addressed how logistics customers make purchase choice decisions about logistics services. The purpose of this paper, using logistics research methods, is to introduce adaptive choice modelling (ACM) to address this gap and put forth a research method that is useful for academic researchers and logistics/SCM managers.

Design/methodology/approach

This paper provides an overview of ACM, along with a discussion of its important research advantages, limitations, and practical applications. Additionally, an empirical demonstration of this research technique is provided to illustrate how academic researchers and logistics managers can use ACM to better understand the decision‐making process of customers when selecting logistics services.

Findings

In order to demonstrate this research technique, a research project was designed and implemented that analyzed the choice process of consumers selecting parcel carriers to ship a textbook. The results show that price, speed of delivery, and tracking are the three most important variables in the selection decision. The results also show that consumers are not homogeneous, but can be divided into five distinct need‐based segments. Recognizing and understanding the nature of these segments should help managers better meet the needs of parcel shippers.

Research limitations/implications

The main research limitation with this study is that it is based on a convenience sample; thus future research will need to replicate this study to confirm the research findings. However, the ultimate purpose of the study is to present a new research method and discuss how to apply this method, so that logistics/SCM practitioners and academic researchers can better understand customers of logistics/SCM services. Thus, while the nature of the sample is a limitation, it should be viewed in this context.

Originality/value

While conjoint analysis has existed for decades, this technique has rarely been implemented by logistics/SCM researchers and practitioners. Instead, logistics/SCM researchers and practitioners have focused more on retention methods and have virtually ignored modelling the actual purchase choice of logistics/SCM services. New advancements in conjoint analysis, specifically the ACM approach, have many important and unique advantages and applications for logistics/SCM researchers and practitioners. ACM has not been used in a logistics/SCM context.

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