Managing operations by a logistics company for sustainable service quality: Indian perspective

Gupta, Ambrish; Singh, Rajesh Kumar

doi:10.1108/meq-11-2019-0246

Cited by 35 publications

(24 citation statements)

References 86 publications

(83 reference statements)

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“…Many e-retail businesses have been trying to attract new customers rather than maintaining existing customers. However, unique laws of e-retail supply chain have maintaining relationship with customers in a more important position than ever (Gupta & Singh, 2020;Hsu, Angeloudis, & Aurisicchio, 2018;Kassim, Abdullah, & logistics, 2010;Shi & Liao, 2013;G. Wang, Gunasekaran, Ngai, & Papadopoulos, 2016).…”

Section: Literature Review Empirical Review and Hypotheses Developmentmentioning

confidence: 99%

“…In addition, it is important to establish relationship marketing strategies that delivers superior value through logistics management in order to secure competitive advantage (Gupta & Singh, 2020;Huma, Ahmed, Ikram, & Khawaja, 2019;Murfield et al, 2017). Nevertheless, most of the academic research on logistics has been conducted only from an operational perspective, such as route design, cost-cutting and dispute research.…”

Section: Literature Review Empirical Review and Hypotheses Developmentmentioning

confidence: 99%

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Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

Khan

Wang²,

Wang³

et al. 2021

IJRBS

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This study examined the relationship between the level of logistics service quality, relationship quality, and repurchase intention in the e-retail sector of Pakistan. Logistics service quality LSQ was integrated into the step-by-step purchasing process including pre-purchase, purchase, and post-purchase factors. This research is unique from existing research work as it validated a holistic model by examining the role of customer’s perception of LSQ in strengthening their RQ and subsequent purchase intentions in the e-retail logistics sector of Pakistan and draw important suggestions to enhance the competitiveness of logistics services of domestic e-retail logistic firms. A survey strategy using self-administered questionnaires was employed from customers of departmental stores, large discount stores, shopping malls & retail outlets. A total of n=241 based on a cluster of conventional retail consumers across Pakistan was drawn. The study results provide a quality framework for the management of logistics service providers working in Pakistan's e-retail industry to evaluate the strengths and limitations of their service provision and then identify areas where improvements might be needed.

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Section: Literature Review Empirical Review and Hypotheses Developmentmentioning

confidence: 99%

Section: Literature Review Empirical Review and Hypotheses Developmentmentioning

confidence: 99%

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

Khan

Wang²,

Wang³

et al. 2021

IJRBS

View full text Add to dashboard Cite

show abstract

“…It has been observed that adoption and implementation of sustainable practices by Indian LSPs are at the initial stage and need more attention for successful implementation at a broader level (Mangla et al, 2017;Singh et al, 2016b). It has been found that the reduction in carbon emissions by reducing the fuel consumption can be a sustainable initiative in the logistics sector (Gupta and Singh, 2020a). Natural and renewable resources can be utilized as sustainable alternatives to overcome shortage of resources (Dubey et al, 2017;Sureeyatanapas et al, 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Benefits of being sustainable have been explored by various authors (Azevedo et al, 2017;Majumdar and Sinha, 2018;Gupta and Singh, 2020a). There is a need to create more awareness about sustainability benefits among LSPs.…”

Section: Literature Reviewmentioning

confidence: 99%

Study of sustainability issues in an Indian logistics service provider: SAP-LAP approach

Gupta

Singh

2020

QROM

Self Cite

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PurposeThe purpose of this study is to analyze sustainability issues in the context of logistics service providers (LSPs) and to evaluate the sustainability index of an LSP in the Indian scenario.Design/methodology/approachThe case study method is used to understand the sustainability issues of an Indian LSP. The situation–actor–process (SAP) and learning–action–performance (LAP) framework has been applied to critically examine the sustainability issues of the case organization. The information about the case study is collected from both primary and secondary sources, and a detailed analysis of different sustainability issues in the context of an Indian case has been done. The sustainability index for the case organization has been also evaluated.FindingsIt can be observed from the in-depth case analysis that LSPs have started making use of green practices for long-term sustainability, but adoption is very slow in developing countries such as India. Based on SAP-LAP analysis of an Indian LSP, suitable actions are recommended for improving the performance of LSPs.Practical implicationsAdoption of sustainable practices by LSPs can lead to sustainable performance. Sustainability index can assist LSPs to benchmark their sustainability performance to meet the market requirements.Originality/valueThe novelty of this study is to analyze the issues related to implementation of sustainable practices in an Indian LSP through SAP-LAP framework. It also illustrates the evaluation of sustainability index.

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“…Transportation, besides a growing population and industrialization, increased the pollution significantly (Nakamura, 2004). Therefore, transportation systems need to be environmentally sustainable (Gupta and Singh, 2020). Even manufacturing organizations are trying to use the concept of reverse logistics for ensuring a sustainable transportation system (Agrawal and Singh, 2019).…”

Section: Introductionmentioning

confidence: 99%

Selection of sustainable transport system: a case study

Singh

Gurtu

Singh

2020

MEQ

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PurposeSustainable mobility will be the key to the survival of mankind in the 21st century. Cities with debt-ridden and poorly managed transport systems have to change to the ever-growing demands of the public transport system. The low cost of transport has been a key factor in sustainable development for any city. This study is trying to propose a framework for the selection of sustainable transport in context to an Indian case of NCR Delhi, India.Design/methodology/approachThe present study has identified eight criteria for the selection of a sustainable transport system. Criteria for selection of sustainable transport are CO2 emissions, cost of fuel, energy efficiency, cost of maintenance, number of accidents, congestion, number of injuries and road noise. Three alternatives of transport considered for this study are state-run bus, pooled car and Shuttl (App-based buses). The analytic hierarchy process (AHP) is used to prioritize the criteria. The study has further illustrated a framework for the selection of sustainable transport based on these criteria.FindingsIt is observed that CO2 emissions are the most important criterion for a sustainable transport system. It is followed by a reduction in congestion and the number of injuries. Three alternatives of transport considered for this study are state-run bus, pooled car and Shuttl (a service provider). Shuttl has been found to be the most sustainable transport system.Research limitations/implicationsAHP is not able to capture the vagueness in decision-making. Therefore, fuzzy AHP can be considered for further detailed analysis as future scope of study in a different context of a sustainable transportation system. Major implications for policymakers and stakeholders are that development of public transport in cities should be done after considering different dimensions of sustainable operations.Originality/valueThe study has proposed a unique framework for the selection of a sustainable transport system by the public based on sustainability criteria. Findings will help policymakers in formulating strategies for developing sustainable transport system.

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Managing operations by a logistics company for sustainable service quality: Indian perspective

Cited by 35 publications

References 86 publications

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

Study of sustainability issues in an Indian logistics service provider: SAP-LAP approach

Selection of sustainable transport system: a case study

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