This research aims to develop and to examine a measurement of customers’ experiences in the last-mile delivery process, which is a critical step towards their satisfaction and future intention to order products from the same retailer again. The CMX-LMD scale is proposed as a self-report tool whose psychometric properties where then examined. The total sample of N = 907 participants (63.4% females) was randomly split into two subsamples, then EFA and CFA were conducted, followed by item and correlation analysis. Six factors were revealed (Delivery efficiency, Parcel tracking, Smooth delivery, Visual appeal, Joyful anticipation, and Convenience), explaining about 60% of the total variance. The structure was supported by CFA (χ2(237) = 584.71, p< 0.001, CFI = 0.941, TLI = 0.932, RMSEA = 0.057, SRMR = 0.058). The relations of the derived scales and other variables, such as trust in courier services, were also examined. The CDX-LMD offers acceptable properties and provides a useful measurement for researchers and practitioners in the cross-section between e-commerce and logistics.
Quality management should represent one of the most common approaches to improving quality and innovation performance. Still, it is shown that this is not always the case. To find the real cause of the contradictory results, a literature review was conducted. Some authors propose that knowledge management might present the missing link between quality management and innovation performance. Therefore, in this research, the importance of knowledge management will be considered, as a key mediator between quality management on innovation performance. Thus, this paper aims to provide answers to: "What does quality management need to provide, to support innovation performance?", "How does knowledge management contribute to innovation performance?" and "How does knowledge management mediate the relationship between quality management and innovation performance?". Knowledge management provides benefits for innovation performance, under certain organizational conditions and mechanisms. The lack of proper knowledge management among employees can be the cause of shortcomings in the relation between quality management and innovation performance.
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