Logistics Flexibility and Customer Satisfaction in Spain’s Furniture Industry

Abstract

The use of flexibility has been analyzed and discussed in the literature as a strategy that produces many competitive advantages and as an essential resource in enterprises for some decades. However, logistics flexibility is a rather recent construct and a variable that has also been considered as a business strategy that produces not only higher competitive advantages but also a higher level of customer satisfaction. Although logistics flexibility has several benefits in enterprises, there is still in the literature a high percentage of ignorance from a considerable amount of organizations about the effects of logistics flexibility in customer satisfaction. For this reason, the main objective of this empirical research is the analysis of the effects of logistics flexibility on the logistics related to customer satisfaction by using a sample of 322 enterprises in furniture industry in Spain. The results obtained provide empirical evidence of the positive and significant effects that logistics flexibility has on the logistics related to customer satisfaction.

Evaluating Logistics Flexibility in Istanbul-Based Companies Using Interval-Valued Fermatean Fuzzy SWARA

“…• Maldonado-Guzman et al [4] explored the impact of logistics flexibility on customer satisfaction in the Spanish furniture industry.…”

“…Within this framework, Zhang et al [3] characterized logistics flexibility as a company's proficiency in responding promptly and efficiently to evolving customer demands concerning deliveries, support activities, and other services. Maldonado-Guzman et al [4] highlighted logistics flexibility as an essential competency for companies striving for heightened competitiveness. Specifically, logistics flexibility is recognized for its role in enhancing the https://doi.org/10.56578/jimd020404 capacity of logistics service providers, integrating logistics operations, and fostering connectivity and innovation in response to customer needs [5].…”

“…Logistics flexibility is thus deemed one of the most effective strategies for significantly enhancing a company's competitive edge. Mastery in logistics flexibility paves the way for advancements in production flexibility, thereby enabling companies to meet diverse customer needs and interests more effectively [4].…”

The Integration of Extended Supply Chain with Sales and Operation Planning: A Conceptual Framework

“…It is much easier for companies to attain competitive advantage and high customer satisfaction if they have flexibility in logistic functionality [119]. Flexibility also enables a high supply chain performance [120].…”