Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach

Gaudenzi, Barbara; Confente, Ilenia; Russo, Ivan

doi:10.1108/tqm-04-2020-0088

Cited by 22 publications

(17 citation statements)

References 72 publications

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“…These editorials appeared to be not reflective, but mostly descriptive. The guest editorial from Gaudenzi et al (2021) as an introduction to the issue on supply chain risk management: approaches and tools for continuous improvement is an exception; it combines the description of the articles that is included with reflective remarks on the topic. More (collective) reflection on TQM is welcomed, e.g.…”

Section: Discussionmentioning

confidence: 99%

Patterns emerging from the TQM paradigm in relation to the 21st century complex context within TQM journal

Kemenade

2021

TQM

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PurposeThe purpose of this research is to explore the deployment of the total quality management (TQM) paradigm in the TQM Journal in relation to the context of the 21st century. The study builds on the theoretical framework of the four quality paradigms that together compose TQM. The four paradigms differ in their effectiveness based on the context in which they are used. In a complex context, one would expect the reflective and the emergence paradigm to flourish. The TQM Journal is one of the leading scientific journals on TQM. If the assumption that the reflective and emergent paradigm would flourish in a complex environment is correct, one will see that represented in the past five years of scientific research in that magazine.Design/methodology/approachThe TQM Journal articles of the past five years from January 2016 till January 2021 have been chosen as the scope of an exploratory review. The author assessed the title and abstract of all articles based on the characteristics of the four quality paradigms, as described in the theoretical framework. If the title and abstract did not provide enough data to take the decision for the assessment, the whole article has been taken into account. The results have been collated, summarized and reported. Based on the results, the author explores the possible patterns.FindingsIn total, 283 articles from 2016 to 2021 (from Volume 28, Issue 1 to Volume 33, Issue 1) were included in this study. In total, 45 were read fully to be able to characterize the article. Most of the studies relate the tertiary (33.3%) and secondary (27.9%) sectors. Healthcare was the sector in 32 of the cases (11.3%). Most studies have been conducted in Europe (n = 82, 28.9%) and Asia (n = 58, 20.5%). Within Europe, Italy was the most prolific country with, respectively, 25 (30.8%) of the articles. The USA and Canada only had five articles in these five years (1.8%). Many articles did not specify the region. More than half of the articles (52.4%) worked with surveys, questionnaires or other methods to involve the customer in the research; 16 articles (5.6%) used experts in the field through expert panels and such to collect data from. In total, 107 articles (37.8%) did involve no other stakeholders than the researchers themselves. Eight studies (2.8%) used action research or co-design methodology to create optimal stakeholder participation. Based on the data, four patterns can be discovered: the context sensitivity of the articles, reflexivity, coping with uncertainty and co-creation.Research limitations/implicationsIt is acknowledged that the articles in the study were published in just one scientific journal. One can expect that this will be represented in other journals on TQM. Still, it would be interesting to conduct a follow-up study in other journals on TQM and compare the results. The research is done by one subjective researcher.Practical implicationsResearch on TQM should take the complexity of the context into account. For that purpose, researchers should focus more on the emergence paradigm within TQM.Originality/valueThis study is the first to investigate TQM as a holistic paradigm, including the empirical, reflective, reference and emergence paradigm in TQM research.

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Section: Discussionmentioning

confidence: 99%

Patterns emerging from the TQM paradigm in relation to the 21st century complex context within TQM journal

Kemenade

2021

TQM

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“…Various studies (e.g., Masudin et al, 2020) determined that order discrepancy handling is effective in evaluating the logistics service quality by customers. A positive and significant relationship was found between the management of order discrepancies and customer satisfaction (Gaudenzi et al, 2021). H4: There is a positive relationship between order discrepancy handling and customer satisfaction.…”

Section: Order Discrepancy Handlingmentioning

confidence: 96%

E-Commerce Logistics Service Quality

Akıl

Ungan

2021

Journal of Electronic Commerce in Organizations

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With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce customers living in Turkey were collected via a web-based survey. The results were analysed using structural equation modelling. Timeliness, order condition, order accuracy, and order discrepancy handling were found to have a positive effect on customer satisfaction. A positive relationship between customer satisfaction and customer loyalty was also found.

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“…Initially, the study sought to understand the scope of research related to logistical immediacy (related to LSP) and searches on Google Ngram Viewer, Google Trends, Google Scholar, and Scopus gave no evidence of studies in this regard. Subsequently, research has sought to understand the application of new technologies in LSPs, including Industry 4.0 The effect of logistical immediacy (Kucukaltan et al, 2020), e-commerce (Ren et al, 2020;Zissis et al, 2018), and last-mile deliveries (Gaudenzi et al, 2020;Perboli et al, 2021). However, studies do not have explored the immediacy expected as a result of technological advances in terms of LSPs' business.…”

Section: Organization Of the Researchmentioning

confidence: 99%

The effect of logistical immediacy on logistics service providers' (LSPs') business

Vivaldini

2022

BIJ

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PurposeThis study discusses the influence of logistical immediacy on logistics service providers' (LSPs’) business. Specifically, its role in the face of the emerging business scenario (e-commerce, disruptive technologies, and new models of logistical services) is examined.Design/methodology/approachAs logistical immediacy is a nascent topic, this study utilizes a systematic literature review focusing on academic articles from the last five years related to logistical outsourcing to understand the changes imposed by logistical immediacy on LSPs.FindingsThe impact of transformations arising from an increasingly digital virtual world (DVW) on LSPs is contextualized. A theoretical view of the factors affecting LSPs' shift towards more immediate operations is presented, and how logistical immediacy impacts LSPs is discussed. Finally, a research agenda is presented as the study's main contribution.Research limitations/implicationsDue to the timeframe chosen, the restriction to a single database (Scopus), the specific search terms used related to LSPs, and limiting the search parameters to operations management, some relevant work may have been overlooked.Practical implicationsThe article help LSPs' and contracting companies' managers to understand the influence of the immediacy expected in logistics operations. Possible logistics services trends and how they may impact companies are discussed.Originality/valueThis is one of the first articles in the area of operations and supply chains that addresses the issue of logistical immediacy and its impact on LSPs.

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Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach

Cited by 22 publications

References 72 publications

Patterns emerging from the TQM paradigm in relation to the 21st century complex context within TQM journal

Patterns emerging from the TQM paradigm in relation to the 21st century complex context within TQM journal

E-Commerce Logistics Service Quality

The effect of logistical immediacy on logistics service providers' (LSPs') business

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