To err is human: Exploratory <scp>multilevel</scp> analysis of supply chain delivery delays

Awaysheh, Amrou; Frohlich, Markham T.; Flynn, Barbara B.; Flynn, Patrick J.

doi:10.1002/joom.1154

Cited by 13 publications

(5 citation statements)

References 98 publications

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“…Moreover, it might be interesting to change the interaction aspect and compare collaboration and cooperation scenarios to evaluate how technology can contribute to increasing workers' well-being. This is in line with recent research on the importance of the human factor in logistics and supply chain management in general [16,[138][139][140][141][142][143][144].…”

Section: Conclusion and Further Researchsupporting

confidence: 89%

Logistics Work, Ergonomics and Social Sustainability: Empirical Musculoskeletal System Strain Assessment in Retail Intralogistics

et al. 2021

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Background: A large proportion of logistics jobs still rely on manual labor and therefore place a physical strain on employees. This includes the handling of heavy goods and physiologically unfavorable postures. Such issues pose a risk for employee health and work capability. This article provides a detailed empirical analysis and a decision process structure for the allocation of ergonomic measures in warehousing and intralogistics processes. Methods: The methodological basis is a load assessment of the musculoskeletal system in retail intralogistics. Based on the established measurements systems CUELA and OWAS, the specific loads on employees are assessed for four typical logistics workplace settings. These are combined with standards for efficient decision rules regarding contracting and developing ergonomic improvements. Results: The results suggest an increased risk of long-term low back injury for the selected four standard work situations in warehousing and likely apply to similar work environments in logistics. Using measures, posture descriptions, and international standards, we show how already few threshold values serve as sufficient conditions to decide if ergonomic interventions are required. Conclusions: The specific contribution is characterized by the combination of literature review results, empirical results, and the identification and discussion of specific mitigation measures. These elements are focused on the highly relevant ergonomic situation of logistics workers and present a unique contribution towards the knowledge base in this field due to the multi-perspective approach.

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Section: Conclusion and Further Researchsupporting

confidence: 89%

Logistics Work, Ergonomics and Social Sustainability: Empirical Musculoskeletal System Strain Assessment in Retail Intralogistics

et al. 2021

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“…As customers move to online shopping, interactions with point‐of‐purchase salespeople are replaced with the pseudorelationship associated with the last‐mile delivery (Daugherty et al, 2019). Therefore, delivery drivers are gaining the prominent role of serving customers as frontline employees, influencing customers' perceptions of vendors' brand and service quality (Awaysheh et al, 2021; Castillo et al, 2018; Rose et al, 2019). Our study answers recent calls for research on the relational dimensions in the last‐mile delivery context (Ketchen et al, 2021) and focuses on a key overlooked aspect of the interaction affecting the pseudorelationship—the driver's negative behavior, which may impact retailer outcomes.…”

Section: Literature Reviewmentioning

confidence: 99%

You're driving me crazy! How emotions elicited by negative driver behaviors impact customer outcomes in last mile delivery

Masorgo

Mir

Hofer

2023

J of Business Logistics

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With the growth of e‐commerce and associated home deliveries, understanding the role of drivers in shaping the customer experience in last‐mile delivery is now more crucial than ever. Delivery drivers increasingly act as retailers' frontline employees and are thus instrumental in developing pseudorelationships between customers and retailers. Industry surveys, however, reveal that drivers admit to engaging in unprofessional behaviors with customers and often refuse to address customers' requests beyond package delivery. Following a middle‐range theorizing approach and leveraging Cognitive Appraisal Theory, we investigate how two negative driver behaviors, inappropriate behavior and inflexibility, impact customer satisfaction and repurchase intentions. We also examine the moderating effect of driver affiliation, private versus outsourced, in altering the magnitude of customer responses. Results from a scenario‐based experiment indicate that while the negative effects of driver inappropriate behavior on customer outcomes are mediated by anger, the effects of driver inflexibility are mediated by sadness. Moreover, the negative effect of driver inflexibility on customer outcomes is weaker for outsourced logistics than for private fleet drivers. In turn, driver inappropriate behavior exhibits similar negative effects on customer outcomes for both driver affiliations. These findings offer important insights for last‐mile delivery strategy and operations research and practice.

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“…In this context, the human factor is also seen as crucial due to the important roles within dedicated parts of the supply chain. For example, Awaysheh et al (2021) outline the important role of human work in delays throughout the whole supply chains. This can be connected to the basic observation regarding the bullwhip effect in supply chains as a major initiation point of supply chain management itself: The human factor is seen as one of the causes of bullwhip effects in inventory and order levels due to the human safety motivation and based on missing transparency throughout the supply chain (Yao et al, 2020).…”

Section: Digital Logistics Work and Research Gapmentioning

confidence: 99%

Artificial intelligence, robotics, and logistics employment: The human factor in digital logistics

Klumpp

Ruiner

2022

J of Business Logistics

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To err is human: Exploratory multilevel analysis of supply chain delivery delays

Cited by 13 publications

References 98 publications

Logistics Work, Ergonomics and Social Sustainability: Empirical Musculoskeletal System Strain Assessment in Retail Intralogistics

Logistics Work, Ergonomics and Social Sustainability: Empirical Musculoskeletal System Strain Assessment in Retail Intralogistics

You're driving me crazy! How emotions elicited by negative driver behaviors impact customer outcomes in last mile delivery

Artificial intelligence, robotics, and logistics employment: The human factor in digital logistics

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