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1 – 10 of 130Ignacio Cepeda-Carrión, David Alarcon-Rubio, Carlos Correa-Rodriguez and Gabriel Cepeda-Carrion
This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of…
Abstract
Purpose
This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).
Design/methodology/approach
A total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).
Findings
The results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.
Originality/value
Although previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.
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Demand for express parcel delivery has been greatly increasing in South Korea due to the growth of B2C e-commerce activities. It is imperative that parcel carriers have good…
Abstract
Demand for express parcel delivery has been greatly increasing in South Korea due to the growth of B2C e-commerce activities. It is imperative that parcel carriers have good insights into the performance of their distribution networks with different levels of demand and plan ahead for the adaptations in order to be able to meet future changes in demand. This paper proposes a framework to evaluate the likelihood of parcels arriving on-time to their destinations (local service reliability) with a strong focus being placed on their spatial distribution. The resulting maps of local service reliability allow us to identify specific locales that would suffer the most from a capacity overflow in the networking system, thus pointing to areas that need immediate attention. Furthermore, this paper attempts to identify potential factors which could affect the spatial variation of local service reliability.
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Hoang Thai Pham and Hyangsook Lee
A boom in e-commerce in Korea has sparked off high daily-volume demand for small-sized home delivery services, which poses a great challenge to distribution networks, especially…
Abstract
A boom in e-commerce in Korea has sparked off high daily-volume demand for small-sized home delivery services, which poses a great challenge to distribution networks, especially in urban areas where traffic congestion, accessibility, and pollution are serious problems. In addition, security issues for people who live in small townhouses and detached houses without security systems and guards have received increasing attention from the government and society. Thus, the introduction of a new alternative for home delivery services, unmanned parcel lockers, is urgent for residents living in these areas. This paper examines and compares potential socio-economic impacts in terms of costs and benefits when such lockers are installed at selected locations in residential areas. The results show that this policy is worthy of adoption, with several undeniable benefits to local communities. In addition, sensitivity analyses estimate the economic performance of this project at different social discount rates, and they check the sensitivity of economic performance based on variations in the variables. The value of travel time savings was identified as a critical and dominating factor directly affecting economic performance.
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Minyoung Park, Jung Ung Min and Sang-Yoon Lee
Recent advancements in information and communication technologies have led to the rapid growth of electronic commerce market. In the United States, e-commerce retail sales for…
Abstract
Recent advancements in information and communication technologies have led to the rapid growth of electronic commerce market. In the United States, e-commerce retail sales for 2002 reached $45.6 billion, indicating an increase of 26.9% from 2001 while total retail sales increased 3.1% during the same period. Although e-commerce sales account for only 1.4% of total sales in this country, forecasts show that the magnitude of digital economy will continue to expand. The logistical requirements of e-commerce goods that extend to each customer's address stimulate greater complexity in traditional supply chain management, potentially causing higher costs for freight supply chain participants. To harness the economic potential of e-commerce, it is important to encourage the development of a freight transportation system that will support its steady growth, while avoiding the possible negative effects from the changes in freight transportation. Due to the intrinsic nature of e-commerce goods, advances in home delivery have the potential to promote the growth of e-commerce as well as to create sustainable urban freight transportation systems. Based on the case study of the United States, this paper presents an in-depth discussion of the key challenges arising in home delivery operations, and proposes potential solution strategies that will lead to more efficient and reliable home delivery systems.
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Hong-Bin Youn, Minyoung Park and Sangho Choo
This paper presents a case study examining delivery service preference of electronic commerce products. With the increasing of electronic commerce and home shopping market, parcel…
Abstract
This paper presents a case study examining delivery service preference of electronic commerce products. With the increasing of electronic commerce and home shopping market, parcel delivery service market has been growing annually by more than 10% in Korea. However, the quality of delivery service and profitability are gradually decreased due to the price competition. A survey conducted by Korea Chamber of Commerce and Industry revealed that nearly half of the respondents selected delivery accuracy and time as major factors in delivery service, implying that online consumers consider service factors such as delivery time more important rather than delivery cost. In this research, a stated preference survey with 16 scenarios was conducted for online consumers to examine delivery preference depending on the type and value of products that they purchased online. The analysis results show that online consumers have a willingness to pay extra cost for rapid delivery or want lower price although it is much slow. It implies that current uniformed delivery cost of online products can be differentiated with different prices for different consumers and products. In addition, the study shows that different online products have different value of time, 27 won per hour on average.
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Stanley Frederick W.T. Lim, Xin Jin and Jagjit Singh Srai
The purpose of this paper is to re-examine the extant research on last-mile logistics (LML) models and consider LML’s diverse roots in city logistics, home delivery and…
Abstract
Purpose
The purpose of this paper is to re-examine the extant research on last-mile logistics (LML) models and consider LML’s diverse roots in city logistics, home delivery and business-to-consumer distribution, and more recent developments within the e-commerce digital supply chain context. The review offers a structured approach to what is currently a disparate and fractured field in logistics.
Design/methodology/approach
The systematic literature review examines the interface between e-commerce and LML. Following a protocol-driven methodology, combined with a “snowballing” technique, a total of 47 articles form the basis of the review.
Findings
The literature analysis conceptualises the relationship between a broad set of contingency variables and operational characteristics of LML configuration (push-centric, pull-centric, and hybrid system) via a set of structural variables, which are captured in the form of a design framework. The authors propose four future research areas reflecting likely digital supply chain evolutions.
Research limitations/implications
To circumvent subjective selection of articles for inclusion, all papers were assessed independently by two researchers and counterchecked with two independent logistics experts. Resulting classifications inform the development of future LML models.
Practical implications
The design framework of this study provides practitioners insights on key contingency and structural variables and their interrelationships, as well as viable configuration options within given boundary conditions. The reformulated knowledge allows these prescriptive models to inform practitioners in their design of last-mile distribution.
Social implications
Improved LML performance would have positive societal impacts in terms of service and resource efficiency.
Originality/value
This paper provides the first comprehensive review on LML models in the modern e-commerce context. It synthesises knowledge of LML models and provides insights on current trends and future research directions.
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Alessandro Gaetano Naclerio and Pietro De Giovanni
This research investigates the effects that blockchain exerts on omnichannel solutions and logistics strategies with the aim of solving the last mile issues and improving…
Abstract
Purpose
This research investigates the effects that blockchain exerts on omnichannel solutions and logistics strategies with the aim of solving the last mile issues and improving performance.
Design/methodology/approach
Research hypotheses are developed according to the literature review and the related gaps. Then, the hypotheses are tested using structural equation modelling and adopting a partial least squares – path modelling technique on a dataset composed of 157 firms.
Findings
Blockchain technology alone is not an effective driver in solving last mile issues and improving performance. Rather, it exerts a positive contribution to both omnichannel and logistics. However, omnichannel is not effective in managing last mile problems and increasing performance without the support of other practices. Firms need to implement a strong logistics system to manage the last mile and get high performance, which can be then reinforced through blockchain and omnichannel solutions.
Originality/value
This research investigates the novel wave of research on blockchain and its impact on logistics management and omnichannel. It combines these ingredients to address the issues of last mile and improve the economic performance. The research provides an empirical verification of a new research stream that currently lacks empirical support.
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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.
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Jasmin Mikl, David M. Herold, Kamila Pilch, Marek Ćwiklicki and Sebastian Kummer
Disruptive technologies in the global logistics industry are often regarded as a threat to the existing business models of incumbents’ companies. Existing research, however…
Abstract
Purpose
Disruptive technologies in the global logistics industry are often regarded as a threat to the existing business models of incumbents’ companies. Existing research, however, focuses mainly on whether technologies have disruptive potential, thereby neglecting when such disruptive transitions occur. To understand the timing of potential disruptive technological change, this paper aims to investigate the elements of the underlying ecosystem shaping these transitions.
Design/methodology/approach
Building on the established ecosystem framework from Adner and Kapoor (2016a), this paper constructs four categories of technology substitution to assess how quickly disruptive change may occur in the global logistics industry and defines key technology substitution determinants in logistics to emphasize the role of ecosystems for further consideration into disruptive innovation theory.
Findings
Based on the key determinants, this paper proposes first definitions of distinctive ecosystems elements linked to the three types of innovations, namely, sustaining innovations, low-end disruptions and new-market disruptions, thereby integrating ecosystems into Christensen’s (1997) disruptive innovation theory.
Originality/value
By developing a framework that conceptualizes the pace of technology substitution, this paper contributes to a more nuanced understanding of how logistics managers and academics can better predict disruptive transitions and develop strategies to allocate resources.
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Xi Chen and Hag-Min Kim
The psychic distance often hinders the interaction between cross-border e-commerce (CBEC) and consumers. This paper aims to discuss the issues of psychic distance of consumers in…
Abstract
Purpose
The psychic distance often hinders the interaction between cross-border e-commerce (CBEC) and consumers. This paper aims to discuss the issues of psychic distance of consumers in the CBEC. In addition, it attempts to explain the factors that affect psychic distance from three dimensions of culture, economy and politics and the two different shopping behaviors caused by psychic distance.
Design/methodology/approach
This research incorporates both theoretical and empirical studies. In this study, 249 validated questionnaires were selected from 300 Chinese CBEC consumers by snowball sampling, and the relationship between variables was tested using structural equation model (SEM). This was done through online research, and it is ensured that the data obtained are first-hand information.
Findings
The paper suggests the theoretical model operationalizing CBEC psychic distance and the empirical analysis results show that all the six influencing factors have a positive impact on the psychic distance of consumers. Logistics infrastructure barriers in the economic dimension are confirmed as the major influencing factor, and the significance of the political dimension is relatively small. Based on consumers' uncertainty of various kinds of information, psychic distance subconsciously causes consumers to deviate in the cross-shopping process.
Originality/value
Currently, research on e-commerce mainly focuses on saving trade costs and improving consumer welfare, while research on the internal impact of CBEC on consumers is insufficient. Psychic distance is a new concept in the field of cultural and social research. The originality of this paper is that the concept of psychic distance has been extended from overseas invested enterprises to research with CBEC consumers as the selected object. The obstacles of CBEC have been widely studied, but few are related to the closeness of consumers, or the inner feelings of consumers are ignored. In the context of CBEC, this paper lists the actual external factors and potential threats that may affect consumers' consumption concerns of CBEC from three dimensions. The real emotions of consumers in the face of these difficulties indirectly affect the purchase satisfaction and reduce the purchase desire. Consumer psychic distance is a real phenomenon in cross-border shopping, and it is almost inevitable for these difficulties. On the premise of inevitability, high psychic distance will slow down cross-border shopping in the eyes of consumers.
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