Purpose The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on consumer satisfaction and loyalty in an omni-channel retail environment. Design/methodology/approach An empirical, survey-based approach is used to collect data from consumers about experiences with two different omni-channel retail scenarios: buy-online-pickup-in-store (BOPS), and buy-in-store-ship-direct (BSSD). Participants responded to questions regarding the LSQ, consumer satisfaction, and consumer loyalty relative to their actual experience in one of these situations. Findings Results suggest that omni-channel consumers are truly unique, and all three dimensions of LSQ (condition, availability, and timeliness) are distinct in their impact on satisfaction and loyalty. Results suggest that in the BOPS sample, consumer satisfaction partially mediates the relationship between condition and loyalty and fully mediates the relationship between timeliness and loyalty. In the BSSD model, consumer satisfaction partially mediates the relationship between timeliness and consumer loyalty. Research limitations/implications This research studies LSQ in two different omni-channel scenarios; additional research is needed to explore other omni-channel scenarios and extend the findings to be more generalizable. Practical implications Managers should recognize that for omni-channel consumers, timeliness is the essential driver of satisfaction and loyalty. Retailers need to account for this reality and dedicate substantial resources to meet delivery requirements in a timely manner. Logistics service providers need to emphasize speed and reliability of their delivery processes for omni-channel consumers. Originality/value This research is the first attempt at conceptualizing LSQ in an omni-channel supply chain, and testing the impact of LSQ on consumer satisfaction and loyalty.

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This article presents results of a systematic review of the conceptual and empirical literature published in the area of environmentally sustainable freight transportation (ESFT) since 1990. The research has been largely atheoretical and descriptive, though that has begun to change with the dramatic growth in this literature since 2010. The literature to date provides interesting insights into the way that ESFT practice has evolved. Following an input–transformation–output model, the topical focus of the research began with an emphasis on transformation processes or activities, and then considered inputs (represented by drivers/facilitators), barriers as moderators of the process, and outcomes of practice, or outputs. This article provides extensive suggestions for future research in each of the topical areas to help fill some of the gaps in theory and to enhance practice.

Purpose The purpose of this paper is to examine managerial perspectives in both buyer and supplier firms implementing environmental initiatives in their supply chains, and explore the impact of environmental initiatives on buyer-supplier relationships. Design/methodology/approach A qualitative, grounded theory approach is used as the methodological approach to this research, including 15 in-depth interviews with managers from buyer and supplier firms implementing environmental initiatives in their supply chains to gain multiple perspectives of the buyer-supplier relationships. Findings The results suggest that implementing environmental initiatives within the supply chain changes the buyer-supplier relationship from transactional to collaborative, shifting from a commodity-focused purchase to a more strategic purchase as environmental initiatives are implemented. Research limitations/implications Although both buyer and supplier perspectives were considered, matched dyads were not used; researchers should continue to provide a holistic perspective of the phenomenon with dyadic data. Additionally, the use of a qualitative research approach suggests a lack of generalizability of results, and therefore researchers should further test the propositions. Practical implications Implementing environmental initiatives within the supply chain may require different approaches to supply management and development for long-term success. Suppliers should recognize that the capability to implement environmental initiatives with their customers is a differentiator. The nuances involved in managing the implementation of environmental initiatives between firms can be better managed by collaboratively developing metrics specifically related to the environment. Originality/value Previous research in environmental supply chain management has examined drivers and barriers of implementing environmental initiatives with suppliers, but fails to address the relationship dynamics involved when implementing environmental initiatives between organizations. This research begins to fill that gap.

I n many industries, including retail, increased complexity of marketing strategies needs to be met with increased efficiency in product delivery, requiring integration across demand and supply facing functions of the firm. For frontline logistics employees (FLEs) of manufacturing firms who are delivering and marketing products in retail stores daily, the ability to understand both the marketing and supply implications of their actions is essential. Despite the importance of cross-functional integration at the retail frontline, little logistics research has explored how logistics frontline employees interact with managers and each other to integrate knowledge and information. The purpose of this research is to examine the antecedents to cross-functional integration across demand and supply functions in multiple social networks of the FLE. Mixed methods, including social network analysis, structural equation modeling, and analysis of variance, are applied to test social capital theory hypotheses regarding the impact of relational embeddedness and social mechanisms, socialization and shared interpretation, on individual demand and supply integration across friendship, key enabler, and ideation networks of the frontline employee.