Search results

This study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and (2) to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction.

Data collected through a survey of a sample of Italian food companies are analysed using a qualitative comparative analysis approach. The analysis explores ways of achieving customer satisfaction through different combinations of LSQ dimensions and not only via a “single recipe,” as in most symmetrical methods.

The study describes how seven dimensions of LSQ lead to achieve customer satisfaction, particularly highlighting and discussing how the different LSQ constructs lead to gain high customer satisfaction via different configurations. This approach is unique in identifying not only linear relationships among variables as traditional statistical methods do, via a configurational approach.

Most academic studies in the related literature investigate service quality from a quality management and a supply chain management perspective. This study fills the existing gap in the analysis of B2B relationships, focusing on the role of third-party logistics (3PL) service providers.

The study presents useful implications for practitioners, describing several ways in which 3PL service providers can combine LSQ dimensions to perform a continuous improvement of customer experience and to gain higher levels of customer satisfaction.

This study fills the existing gap in the analysis of B2B relationships, using the lens of quality management and supply chain management perspectives, and focusing on the role of 3PL service providers.

The purpose of this article is to investigate the relationship between gender, innovation and growth in Italian innovative start-ups.

This is a quantitative study based on a sample of more than 4,600 Italian innovative start-ups. In order to ascertain whether female-led firms that invest more in innovation grow more than their male-led counterparts, sales growth is analysed through a fixed-effects regression over the period 2015–2019. Propensity score matching is also used to check for potential selection bias.

Results reveal that innovation is crucial for start-up growth and, most importantly, that female entrepreneurs exploit the potential of innovative activities for their firm’s growth better than their male peers.

The results provide important evidence on the link between gender and innovation and how these two elements interact for the growth of firms in their early life. Results also provide insights for policymakers to use in designing programs for promoting female entrepreneurship and participation in science.

Given increasing customer expectations and disturbances to product returns management, capabilities such as supply chain resilience (SCR) can complement service recovery strategies in retail supply chains. This study utilizes procedural justice theory (PJT) to conceptualize service recovery resilience as a capability that allows firms to meet customer requirements when dealing with disruptions, and empirically investigates its impact on procedural and interactional justice and customer outcomes (i.e. satisfaction and loyalty) in the context of product replacement.

This research employs two scenario-based experiments using a sample of 368 customers to explore the outcomes associated with service recovery resilience.

The investigation shows more satisfied and loyal customers when a retail supply chain can overcome service recovery challenges through SCR. The study shows that customers evaluate not only the process itself, but also their interactions with the retailer. Specifically, procedural justice and interactional justice have a significant influence on these relationships.

This study proposes service recovery resilience as a concept that bridges service recovery theory with supply chain strategy in the unique context of product replacement. Further, this study also notes how information enhances customer satisfaction with the retailer's effort to address disturbances in the recovery process. Finally, this study informs managers on the capabilities needed to face new customers' needs.

While remanufactured products represent an increasingly researched phenomenon in the literature, not much is known about consumers' understanding and acceptance of such products. This study explores this issue in the context of the theory of perceived risk (TPR), investigating return policy leniency and distribution channel choice as potential factors to foster remanufactured products' sales.

This research utilizes an experimental design composed of a pre-test and a scenario-based main experiment to explore how return policy leniency might mitigate consumers' perceived risk and how their related purchase intention differs across two types of retail distribution channel structures (i.e. brick-and-mortar vs. online).

The investigation into the efficacy of return policy leniency within two retail distribution channel settings (i.e. brick-and-mortar vs. online) illustrates that providing a lenient return policy is an effective “cue” in increasing consumer purchase intention for remanufactured products. While prior literature has established that consumers value return policy leniency for new products, the authors provide empirical evidence that this preference also applies to remanufactured products. Notably, that return policy preference holds true in both channel settings (i.e. brick-and-mortar vs. online) under consideration. Additionally, and contrary to the authors’ predictions, consumers perceived remanufactured products sold via both channel settings as equally risky, thus highlighting that both are appropriate distribution channels for remanufactured products. Finally, while research on new products provides some initial guidance on consumer perceptions of quality and risk, the study provides empirical evidence into the difference of perceived risk with regard to new versus remanufactured products.

By employing the TPR, this research explored the role played by two supply chain management related factors (returns policy and channel structure) in reducing consumer's perceived risk and increasing purchase intention. In doing so, this study answers the call for more consumer-based supply chain management research in a controlled experimental research setting.

Circular economy (CE) initiatives are taking hold across both developed and developing nations. Central to these initiatives is the reconfiguration of core supply chain management (SCM) processes that underlie current production and consumption patterns. This conceptual article provides a detailed discussion of how supply chain processes can support the successful implementation of CE. The article highlights areas of convergence in hopes of sparking collaboration among scholars and practitioners in SCM, CE, and related fields.

This article adopts a theory extension approach to conceptual development that uses CE as a “method” for exploring core processes within the domain of SCM. The article offers a discussion of the ways in which the five principles of CE (closing, slowing, intensifying, narrowing, dematerialising loops) intersect with eight core SCM processes (customer relationship management, supplier relationship management, customer service management, demand management, order fulfilment, manufacturing flow management, product development and commercialization, returns management).

This article identifies specific ways in which core SCM processes can support the transition from traditional linear approaches to production and consumption to a more circular approach. This paper results in a conceptual framework and research agenda for researchers and practitioners working to adapt current supply chain processes to support the implementation of CE.

This article highlights key areas of convergence among scholars and practitioners through a systematic extension of CE principles into the domain of SCM. In so doing, the paper lays out a potential agenda for collaboration among these groups.

The purpose of this research is to highlight the significance of advancing research methodologies in logistics, operations and supply chain management. It seeks to expand the scope of research questions and explore areas previously constrained by traditional methodological approaches, thereby enhancing the exploration of complex, real-world business issues.

This commentary introduces and discusses the special issue on “Advances in Research Methodologies for Logistics and Supply Chain Management,” exploring methodological innovations, diversity and their potential to address complex business and disciplinary challenges. The commentary assesses a broad spectrum of methodologies, ranging from traditional qualitative and quantitative approaches to overlooked methods such as qualitative comparative analysis, netnography, design science, Bayesian networks, machine learning and repertory grid technique. This diverse methodological approach enables a comprehensive examination of emerging and ongoing challenges in the supply chain. In the final summary section, we highlight additional areas of research method innovation not covered in this special issue, offering a broader perspective on future directions for methodological advancements in SCM research.

The findings suggest that integrating less explored methodologies from various disciplines encourages a richer, multi-level analysis of the supply chain management landscape. This integration facilitates a deeper understanding of emerging challenges, such as geopolitical issues, global supply chain disruptions and the integration of new technologies. Additionally, the exploration of ‘white space' in research methodologies indicates significant potential for discovering new insights that bridge practical problems with theoretical contributions.

The value of this methodological diversity extends beyond academic enrichment. It catalyzes the generation of innovative insights crucial for business practitioners, policymakers, consultants and academics. By adopting varied research designs and methodologies, the research note can offer a broader spectrum of analytical perspectives, crucial for uncovering nuanced insights into complex, cross-cultural and relationship-based dynamics in supply chain research.

The growth of last-mile delivery presents challenges like environmental impact, operational inefficiencies and risks of theft or damage. This study explores parcel locker adoption as a potential solution, focusing on the roles of information framing and consumer characteristics in influencing consumer adoption. It offers insights into prioritizing benefits (environmental, security, convenience) in information framing and which consumer traits, such as regulatory focus and gender, to consider in designing and promoting parcel locker networks.

We test our hypotheses with three scenario-based experiments. The first focuses on the key parcel locker benefit of environmental sustainability framing, the second on security framing and the third on convenience framing.

Our results show that consumers are more likely to use parcel locker delivery when exposed to loss-framed environmental or security information, particularly when they are male. Additionally, promotion-focused individuals, particularly males, are the most likely users when presented with loss-framed messages emphasizing the inconvenience and insecurity of home delivery.

Our findings produce a middle range theory of gender and regulatory focus in the context of consumer participation in parcel locker delivery. Specifically, we find that gender and regulatory focus influence consumer reactions to information disclosure, with loss-framed information more strongly influencing consumer intent for promotion-focused individuals.

Managers seeking to introduce parcel lockers or expand existing parcel locker networks should incorporate security and convenience into their locker network decisions. Initial locker bays should be located in or near sites that experience high consumer traffic from promotion-focused males. Additionally, information disclosed should highlight these security and convenience benefits compared to the relative inconvenience and risk associated with home delivery.

While information disclosures often emphasize the environmental benefits associated with parcel locker use, likely users find other benefits more convincing. Highlighting these alternative factors and incorporating them into parcel locker network design will still allow for environmental benefits, including carrier CO2 reduction, to emerge from increased parcel locker use. As locker networks become more established, expanding the network to cater to additional consumers may allow service providers to focus information on environmental benefits.

Prior research assumes an existing parcel locker network or consumer base when studying network design and adoption. This study highlights the importance of tailoring information to consumer characteristics, emphasizing network features that best align with potential parcel locker users. Specifically, we found gender and regulatory focus to influence consumer reaction to information disclosure, where loss-framed information is the most influential particularly for promotion-focus individuals.

Drawing on resource orchestration theory, this paper aims to empirically investigate the relationships between digital transformation (DT), triple-A supply chain capabilities (i.e. agility, adaptability and alignment) and sustainable performance. The research focuses on the pharmaceutical industry, which best represents a business environment characterized by volatility, uncertainty, complexity and ambiguity.

Data were collected at different echelons of a globally oriented pharmaceutical supply chain, with the focal company located in the Netherlands. Empirical data were analyzed with partial least squares – structural equation modelling.

The findings reveal that DT enhances the triple-A supply chain capabilities. Nevertheless, not all three capabilities are necessary to improve overall sustainable performance. The results highlight that, among the three, only supply chain agility and adaptability significantly mediate the relationship between DT and sustainable performance.

This research supports the literature affirming that not all the triple-A supply chain capabilities equally affect sustainable performance. Moreover, it deepens the understanding of how orchestrating the triple-A capabilities at a firm level fosters overall sustainable performance, facing resource scarcity and investments in DT.