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Logistics service quality and customer loyalty have recently become the topic of discussion in both developing and under-developing countries. The purpose of this paper is to understand the logistics service quality factors contributing to customer loyalty in a developing country context.

Data were collected from 250 respondents who were direct or indirect clients of logistics firms, through online questionnaire distribution. Partial Least Square Structural Equation Modelling was used to examine the hypothesized relationships.

The findings of this research revealed that operational logistics service quality (OLSQ) and relational logistics service quality have a significant impact on customer loyalty. Moreover, for enhancing customer loyalty, relationship quality is the key factor.

Research reveals that even in a developing country like Pakistan, it is important for carriers to establish high-level relational and OLSQ to satisfy shipper. It will correspondingly add worth to the discussion in the literature and it shall also provide the basis for future research studies.

The novelty of this paper is logistics service quality and its effect on customer loyalty from the perspective of a developing country, specifically due to geographical importance in the context of the China–Pakistan Economic Corridor.

The purpose of this paper is to compare perceptions of retail logistics service quality among Romanian and Tunisian customers, and determine which dimensions of logistics service quality have the greatest influence on customer satisfaction and loyalty.

Data were collected using self‐administered questionnaires from two convenience samples of hypermarket customers (100 in Romania and 100 in Tunisia). Logistics service quality was measured using two dimensions: the relational LSQ (The perception of Carrefour employees' assurance, responsiveness and caring) and the operational LSQ (Carrefour reliability). Data were analyzed by using confirmatory factor analysis, ANOVA and linear regression.

Respondents in both countries reported high levels of perceived logistics service quality in Carrefour. However, Romanians reported higher perceived logistics service quality than Tunisians for both dimensions. In the Tunisian sample, relational LSQ was the most important predictor of satisfaction, and the most important predictor of loyalty was the operational LSQ; in the Romanian sample, relational LSQ was the most important predictor of both satisfaction and loyalty.

Romanian Carrefour managers should focus on the customers' relationships with the staff in logistics service by implementing appropriate customer‐oriented training programs. Tunisian Carrefour managers should focus on the ability to perform the promised service dependably and accurately.

Despite the large number of studies on individual countries, no study compares logistics service quality among different countries. The present study compares perceptions of logistics service quality between consumers in two countries – Romania and Tunisia – that have different economic and cultural environments. This study shows that logistics service quality is an essential factor in satisfying and retaining retail customers in the retail sector.

The purpose of this paper is to examine empirically the antecedents and consequences of innovativeness or innovation capability of logistics service providers (LSPs). In particular relationship orientation is examined as an antecedent to innovativeness that will in turn lead to higher levels of logistics service quality and firm performance. The outcomes aim at contributing towards understanding the main drivers of innovativeness and the outcomes of developing the capability to innovate.

Data to empirically analyze the four research hypotheses on the relationships between relationship orientation, innovativeness, logistics service quality and firm performance are collected via a survey of a random sample of LSPs in Hong Kong and analyzed using structural equation modelling via LISREL 8.52. The LISREL diagnostics indicated good fit of the measurement and structural models, providing supporting evidence to the hypothesized causal relationships.

The empirical findings indicate that relationship orientation in the LSP‐client relationship will lead to higher levels of innovativeness, improvement in the quality of logistics service and improved performance for the LSP.

The study has indicated that innovativeness is influenced by relationship orientation between two partners in a business‐to‐business setting. The findings add credence to the relational paradigm, which suggests beneficial performance outcomes of strong relational ties. In addition, that innovativeness is an important determinant of logistics service quality and in consequence customer value and firm performance. Future research may address the issue by adopting a longitudinal rather than a cross‐sectional approach and also extend the study to other industrial and cultural contexts.

Managers should emphasize the development of client relationships and inter‐organisational capabilities that can lead towards higher levels of innovativeness. The study supports the notion that the ability to provide high quality logistics services and fulfil customer requirements requires building client relationships and introducing innovations in processes and techniques.

The originality of the paper arises from the fact that innovativeness is examined for the first time as a consequence of relationship orientation and a contributing factor to logistics service quality and performance. In this regard, the paper extends theoretical knowledge and also provides valuable managerial implications to LSPs.

Drawing upon the theory of the resource-based view, the purpose of this paper is to examine the relationships among relational resources, innovation capability and firm performance in the third-party logistics (3PL) industry.

Based on data collected from 203 3PL providers in China, this study adopts the approach of structural equation modeling to examine the hypothesized relationships among relational resources, innovation capability and firm performance.

The results of this research confirm that relational resources have a positive effect on firm performance. However, the effect is not direct, but realized through the mediation of innovation capability. This study indicates that relational resources are important for 3PL providers to achieve superior performance, and innovation capability plays a mediating role between relational resources and firm performance.

The main contributions of this paper to the literature are twofold. First, it extends the extant research by highlighting the mediating mechanism of innovation capability in relational resources’ influence on firm performance. Second, it advances the existing perspectives on 3PL firms in the Chinese context and this sheds light on logistics research on emerging markets.

Supply chains are becoming more complex and uncertain, yet existing theories are predominately based on empirical research of dyads overlooking triadic settings. This study aims to bridge the gap between supply chain theories and praxis, this study examined multi-sourcing triads in terms of coordination, collaboration and integration.

Transaction cost economics, resource-based view in conjunction with social capital theory and agency theory were used to develop a research framework. Abductive, comparative research examined four triads. The triads comprised four retailers (EU, USA, Japan and one with a global presence), one third-party logistics provider (3PL) and 103 suppliers in textiles and the clothing industry.

All multi-sourcing triads achieved efficient coordination via network configuration showing varying degrees of collaboration and integration. Three research propositions were developed as follows: transaction complexity and dynamics necessitate triad coordination and control by the 3PL; relational and structural embeddedness emerge when actors invest in triad-specific resources and capabilities; information, relational and structural asymmetries may trigger bridge transfer and affect triad integration and performance.

Empirical research on multi-sourcing triads complements existing research on logistics and service, transitive triads to uncover how triad coordination, embeddedness and power asymmetries affect supply chain performance. Future studies should examine the interrelationships between triad embeddedness, asymmetries and relational capital.

Compared to logistics or service triads, B3B triads excel in relational and structural embeddedness and offer unique production-distribution solutions that create value to end-consumers and triad actors.

B3B triads are a unique conceptualization in supply chain management that extends the concepts of logistics triads and service triads.

The purpose of this paper is to develop a theoretical framework involving dependence, relationship commitment, logistics outsourcing and service quality to exhibit the roles of the relational factors involved in logistics outsourcing and their outcomes.

Based on data collected from 361 companies in Greater China, the authors use the structural equation model approach to examine the hypothesized relationships.

Both normative and instrumental relationship commitment are necessary for third party logistics (3PL) users to cope with their goal dependence on 3PL providers. However, only normative relationship commitment is necessary when users perceive switch dependence. Normative relationship commitment also plays a more important role than instrumental relationship commitment in facilitating the adoption of 3PL logistic outsourcing. In addition, both basic and advanced outsourcing practices have a positive effect on service quality.

This study contributes to both 3PL theories and practices by clarifying how relationships between 3PL users and providers in China are managed.

Collaborative solutions are increasingly being proposed to generate value in supply chains. Concurrently, firms have progressively outsourced logistics operations to logistics service providers (LSPs). However, many questions remain unsolved regarding the role played by LSPs in supporting supply chain collaboration (SCC) in triadic rather than dyadic contexts. This study aims to explore the relational mechanisms that LSPs can leverage to foster value creation through collaboration, elaborating on an existing theory about SCC by focussing on logistics triads.

By leveraging the view of the network theory, a multiple case study approach was adopted. Seven cases having logistics triads as units of analysis were identified and analysed within the Italian grocery supply chain, allowing for empirical investigation with a middle-range approach to extend the previous theory.

LSPs are pivotal actors that can actively promote SCC. LSPs can exploit large volumes and asset availability to increase efficiency while improving logistics flexibility and developing regular and trustworthy relationships with the other triad members. Building upon their logistics capabilities and the relational mechanisms in place, LSPs can help manufacturers collaborate with retailers by improving mutual trust and communication, acting as trust builders or trust conductors within the triad.

The study explores the role of LSPs in logistics triads, extending the previous literature. It highlights that LSPs facilitate not only supply and demand integration but also relational integration between firms. Trust emerges as a fundamental building block for SCC, as LSPs can look beyond economic benefits to foster partnerships that empower the co-development of original collaborative solutions.

This paper aims to determine how the level of logistics service quality facilitates logistics performance in emerging markets. The authors chose Ecuador because it is an emerging economy with relatively stable economic development, making it an attractive research platform in a challenging environment for logistics services. The authors empirically test the influence on performance and one another of five dimensions of service quality: reliability, responsiveness, empathy, assurance and tangibility.

SERVQUAL and partial least squares structural equation modeling was undertaken to test the proposed relationships empirically.

The performance was positively related to assurance, tangibility and reliability but negatively related to the responsiveness and empathy dimensions. The findings suggest the order of priority for improvement actions. The findings highlight that the existing relationships in developed markets do not apply in the same manner in emerging markets.

Although representative, data were only collected in one specific market.

The results reveal a mix of activities that managers should develop to improve the services they provide, relationships with customers and performance.

Few other works have explored logistics service quality in South America's emerging markets. According to contingency theory, various combinations of service quality dimensions can influence performance, suggesting that managers should aim for optimal fit between dimensions according to internal and external situations. An efficient and effective combination in one case may be unsuccessful in another. The approaches presented can improve relationships within global supply chains, especially regarding logistics management.

The study seeks to explore the effect of socialization mechanisms on relational embeddedness of logistics service providers (LSP), and relational performance of dyads, and finally their resulting effect on the supply chain performance in transitive triads.

To elaborate on the major constructs of the study, the researchers use the theoretical lens specifically provided by social capital theory (SCT), and relational view (RV). Consequently, the researchers use SCT to examine the role of the socialization process, used by the supplier and customer, to develop relational embeddedness of logistics service providers in triads. Next, the researchers use the RV, complemented by the underpinnings of supply chain practice view (SCPV) to elaborate on the relational performance of dyads and supply chain performance. The study uses partial least squares structural equation modeling (PLS-SEM) to estimate the higher component model (HCM) and test the research hypotheses.

The results obtained from a sample of 350 transitive triads suggest that relational embeddedness of LSPs is only shaped by the mechanisms of formal socialization, developed by the supplier and customer. Interestingly, informal socialization appears to be insignificant for this process. The results indicate that relational embeddedness of logistics service providers has a positive effect on the relational performance of three dyads, which in turn, has a positive effect on the supply chain performance in transitive triads.

One of the intriguing avenues of future research is to investigate the dynamics of supply chains. It would be also worthwhile to make use of the specificity of transitive triads, formed by the supplier, customer and LSP, to explore whether and under which circumstances (e.g. reciprocity, symmetry) the strong ties encourage the transfer and integration of knowledge among actors, and the weak ties accelerate the search for information. In connection with that, the other interesting research avenue would be to investigate the information benefits derived from the nonredundant triads.

Although there is a number of recent studies that show empirical evidence for developing relational embeddedness in transitive triads, to date, little research interest has been paid to how relational embeddedness of LSPs is shaped within the supply chain structures, and how it finally affects the supply chain performance.

The purpose of this paper is to investigate how perceived service quality influences both a shipper's satisfaction and subsequent loyalty in third‐party logistics outsourcing relationships.

Critical service dimensions are identified and their impact on satisfaction and loyalty are developed into a theoretical model, which in turn is examined empirically using structural equation modelling from a survey of 235 industrial companies in Finland.

The results support the satisfaction‐loyalty model in a logistics outsourcing context confirming that service perceptions influence loyalty through a shipper's overall satisfaction with the service provider.

The empirical study is limited to Finland and data were collected before the financial crisis of 2008‐2009 which affected the economy and this industrial sector. The theoretical constructs and model also need to be validated and tested further across a wider empirical context.

Logistics service providers recognise the importance of service quality in outsourcing relationships. However, while the continuity of the current relationship is supported by good service quality, the efforts to extend the scope of the outsourcing arrangement need to be examined on a different basis.

The paper is one of the first to investigate and confirm the service‐satisfaction‐loyalty paradigm in a logistics outsourcing context.