Service supply chain resilience: a social-ecological perspective on last-mile delivery operations

Lin, Yong; Chen, Anlan; Zhong, Shuya; Giannikas, Vaggelis; Lomas, Carl; Worth, Tracey

doi:10.1108/ijopm-03-2022-0180

Cited by 9 publications

(3 citation statements)

References 70 publications

(162 reference statements)

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“…The authors of [36] examined LMD within the broader context of a social-ecological system, identifying strategic orientations-such as digital, people, and learning-that enhance resilience to disruptions like the COVID-19 pandemic. This perspective is critical in understanding how supply chains can adapt to external challenges through stabilisation, adaptation, and transformation strategies.…”

Section: Literature Reviewmentioning

confidence: 99%

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

Aljohani

2024

Sustainability

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The rise of the e-commerce industry has markedly changed the global economy, providing customers with unparalleled access to goods and services. This study empirically examines online shoppers’ perceptions and preferences, focusing on their experiences with last-mile delivery (LMD) services and its impact on their shopping behaviour. This research employs machine learning classification and regression models for a large-scale analysis of customers’ responses, collected using an online survey in the main cities in Saudi Arabia, which is experiencing rapid e-commerce growth amidst a broader digital transformation. The findings highlight a strong consumer preference for timely LMD services, typically within a day of purchase, while noting dissatisfaction with exceedingly early delivery windows. The research emphasises the need to address customer dissatisfaction with delivery services to retain clientele, as many may switch retailers without informing the retailers. Additionally, a considerable trend towards preferring digital over cash-on-delivery payment methods was observed among online shoppers. Overall, this study provides valuable insights into the significant influence of LMD services on customer satisfaction and behaviour in the e-commerce sector. The use of robust machine learning models has revealed critical factors that can guide retailers and LMD providers in enhancing service delivery and customer experience, contributing to the broader discourse on e-commerce logistics efficiency and customer satisfaction.

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Section: Literature Reviewmentioning

confidence: 99%

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

Aljohani

2024

Sustainability

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“…The panarchy theory application to the SC domain is still at an early stage (Adobor, 2020) and is mainly focused on the field of SC resilience (Lin et al, 2023) and on conceptualisation efforts (Wieland, 2021). This lack of empirical support can be explained by the difficulty in identifying the suitable unit of analysis to study a panarchy, assuming that the most common choices for SCM scholars, such as the firm, the supplier-buyer dyad, or the SC, are not suitable anymore when dealing with complex and multi-level systems (Wieland, 2021).…”

Section: Applying the Panarchy Theory To Supply Chain Management Rese...mentioning

confidence: 99%

“…The panarchy theory application to the SC domain is still at an early stage (Adobor, 2020) and is mainly focused on the field of SC resilience (Lin et al. , 2023) and on conceptualisation efforts (Wieland, 2021).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Panarchy theory: myth or reality? Empirical evidence of the socio-ecological nature of supply chains

Madonna,

Boffelli,

Kalchschmidt

2024

IJOPM

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PurposeThis study builds on the panarchy theory by viewing the supply chain as a socio-ecological system and further expands it by considering the within-level linkages internal to the supply chain level. Three types of linkages are considered: the two cross-level linkages with the planetary and the political-economic levels and the supply chain within-level linkages. The research questions are addressed using the data gathered by the Carbon Disclosure Project within its Supply Chain Programme.Design/methodology/approachThis work aims to study, applying the lens of panarchy theory, how the planetary and the political-economic levels affect the supply chain within-level linkages for sustainability. Furthermore, the difference in how these cross-level linkages influence focal firms and first-tier suppliers is explored.FindingsThe results show that considering the planetary-supply chain linkage, climate change risk exposure is likelier to foster within-level linkages with buyers than with suppliers. Further, climate change mitigation investments have different roles in the different tiers: focal firms are pushed to strengthen the linkages with their suppliers when they lose efficacy in improving their carbon performance, whereas first-tier suppliers exploit investments to gain legitimacy. Discussing the political-economic level effect, perceptions from first-tier suppliers could be two-fold: they could perceive a mandating power mechanism or exploit policymakers’ knowledge to advance their capabilities.Originality/valueThe results contribute to the sustainable supply chain management literature by providing empirical evidence of the cross-level linkages theorised by the panarchy theory. Moreover, the concept of within-level linkages is proposed to apply the theory in this field.

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Green logistics operations and its impact on supply chain sustainability: An empirical study

Roy,

Mohanty

2023

Bus Strat Env

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This study aims to understand the impact of green logistics operations on the sustainability of supply chains. It is an experimental, numerical analysis carried out in an Indian industrial setting to derive some empirical truths, which have profound implications for the community of professional practice and academic and policy research towards inclusiveness in ecological governance. The analysis is centred on a conceptual model based on causal interdependencies. This model conceives stakeholders' demands from the outside in the form of numerous environmental, economic and social externalities triggering pressures for integrating innovative sustainable responses in logistics operations in the supply chain to eventuate desirable state transformation of the society, environment and economy. The model, as proposed, is validated through primary data collected through a structured questionnaire survey from Indian logistics service providers (LSPs) and analysed through structural equation modelling (SEM) with coding in the R engine platform. The empirical result shows that sustainable performance is influenced less by green practices than logistics operations, and the direct impact of logistics operations is much less on green practices than on supply chain sustainability. This study attempts to study contemporary sustainability practices. It transcends to contribute towards regenerative inclusive human welfare, adding the scope of activity from merely environmental management to sustainability in ecological governance.

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Service supply chain resilience: a social-ecological perspective on last-mile delivery operations

Cited by 9 publications

References 70 publications

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

Panarchy theory: myth or reality? Empirical evidence of the socio-ecological nature of supply chains

Green logistics operations and its impact on supply chain sustainability: An empirical study

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