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Article
Publication date: 13 July 2010

G. Don Taylor and Gary L. Whicker

The purpose of this paper is to examine whether or not driver job satisfaction, carrier performance, and customer service can be improved as a result of the use of uniquely…

1712

Abstract

Purpose

The purpose of this paper is to examine whether or not driver job satisfaction, carrier performance, and customer service can be improved as a result of the use of uniquely constructed, extended regional dispatching systems.

Design/methodology/approach

Simulation is used to examine regional dispatching systems that are extended in scope of dispatch by using integrated freight lanes. The results of extended regional dispatching systems are compared to traditional dispatching methods and previous experimentation with stand‐alone regional and lane dispatching.

Findings

It is shown that a carrier's adoption of extended regional dispatching can be beneficial to both trucking companies and drivers, while remaining relatively neutral to customers. Additionally, it is shown that this improvement can be obtained without significant degradation of the driving jobs that remain outside the regional dispatching network.

Research limitations/implications

A new method of dispatching has been developed in such a way that very attractive regional driving jobs can be extended to a much larger percentage of drivers than in more established regional alternatives. This reduces reliance on the less effective random, over‐the‐road dispatching systems that are typically utilized in the truckload trucking industry.

Practical implications

Carriers may be able to utilize extended regional dispatching systems as a means of improving driver satisfaction and retention.

Originality/value

This research extends knowledge in the area of alternative dispatching methods for truckload carriers in a way that drastically improves the quality of life for professional drivers.

Details

International Journal of Physical Distribution & Logistics Management, vol. 40 no. 6
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 19 June 2007

Anthony S. Humphrey, G. Don Taylor, John S. Usher and Gary L. Whicker

The purpose of this paper is to examine whether or not driver life, carrier performance, and customer service can be improved as a result of the use of a technique called…

1400

Abstract

Purpose

The purpose of this paper is to examine whether or not driver life, carrier performance, and customer service can be improved as a result of the use of a technique called yard‐stacking in the truckload trucking industry. The technique seeks to find ways to provide level freight availability during normal weekly cycles in an effort to seek improvement relative to all constituencies.

Design/methodology/approach

Simulation is used to examine the use of yard‐stacking on Fridays to provide additional freight on weekends, which is generally much less available than on weekdays. In this technique, before being dispatched on Friday for a long‐haul, a driver initially picks up a load to make a short “dray” move from the customer site to the carrier's closest terminal yard. During the weekend, another driver picks up the drayed load. In this research, we evaluate the potential of weekend yard‐stacking under a variety of scenarios.

Findings

The paper shows that a carrier's adaptation of weekend freight leveling can be beneficial to both trucking companies and their customers, while remaining relatively neutral to drivers.

Research limitations/implications

Carriers may be able to utilize Friday yard‐stacking to improve their cost efficiency, driver satisfaction and customer performance.

Originality/value

This research extends the knowledge base of truckload freight imbalance problems. It was industrially motivated by J.B. Hunt Transport, Inc., one of the world's largest truckload carriers, who provided freight data and conceptual guidance.

Details

International Journal of Physical Distribution & Logistics Management, vol. 37 no. 5
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 13 January 2021

Harri Lorentz, Anna Aminoff, Riikka Kaipia and Jagjit Singh Srai

The study develops a structure for procurement digitalisation by identifying its context drivers, technology interventions and performance-inducing mechanisms and exploring the…

3191

Abstract

Purpose

The study develops a structure for procurement digitalisation by identifying its context drivers, technology interventions and performance-inducing mechanisms and exploring the linkages between these variables.

Design/methodology/approach

The study draws on rich interview and workshop data on 48 digital intervention projects, as reflected by mental models of managers from 12 case organisations in manufacturing, retail and service sectors. Supported by an a priori structure, the study employs an abductive cross-case analysis approach.

Findings

Results suggest several categories within the elements of context, intervention and mechanism to structure procurement digitalisation and the linkages between them. Seven propositions that reflect digitalisation strategy options in procurement are developed regarding the linkages. Internal complexity dominantly drives procurement digitalisation, motivating communication support and process structuring interventions, which in turn aim at procurement coordination and control as well as process improvement. External coercive pressure and external dynamism also drive interventions for information processing and decision aiding, which appear to be linked with supply market knowledge, strategic alignment and supplier capability assessment. Therefore, an internal–external dichotomy is observed as the main thrust of procurement digitalisation.

Practical implications

The study supports decision makers in developing digitalisation strategy options for different procurement contexts. The results also raise awareness of a possible bias in existing strategies for procurement digitalisation.

Originality/value

A novel forward-looking approach is employed to enable the design and construction of systems that do not yet exist by focusing on the mental models of managers in a systematic way.

Details

International Journal of Operations & Production Management, vol. 41 no. 2
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 18 October 2017

Angela Dobele, Jane Fry, Sharyn Rundle-Thiele and Tim Fry

A broad array of information channels exists for service customers. The purpose of this study is to better understand the relationship between the use of, and trust in…

725

Abstract

Purpose

A broad array of information channels exists for service customers. The purpose of this study is to better understand the relationship between the use of, and trust in, information channels, so that there is scope to increase the effectiveness of reliable information provision and, hence, to change behaviour.

Design/methodology/approach

This study empirically explored whether customers use channels they trust, and trust what they use, and examined the association between individual (demographic) factors and that trust. A total of 472 mothers completed an online survey.

Findings

The current study empirically explored channel trust and individual factors, finding that individual factors (such as education level) and trust warrant inclusion in traditional communication models such as Communication–Human Information Processing. The findings revealed that the more highly educated a customer is, the more likely it will be that a health professional is their most trusted channel, but the less likely it will be that they consider family the most trusted channel. Magazines are the least trusted information channel. Further, while informants’ most trusted information channel was healthcare professionals, this was not the most common information channel used.

Research limitations/implications

This study was limited to a female consumer sample focused upon one service (maternity and child health) and five key information channels, which limits the generalizability. Further, the data were collected via an internet survey, which have biased may the results on use and trust of the internet.

Practical implications

The findings showcase the importance of demographic factors and the relationship between trust in information sources and use. The insights developed provide a useful research agenda for the future. This study was limited to a female consumer sample focused upon one service (maternity and child health) and five key information channels, which limits the generalizability of the findings. The data were collected via an internet survey, which may bias the results on use and trust of the internet. Additionally, the data were collected over five years ago, which may have some impact on factors such as the role and importance of internet usage. However, these limitations do not detract from the primary focus of this study and the main findings remain new and relevant.

Originality/value

This study undertook an empirical exploration to examine information channel trust and individual factors, thereby extending the research focus beyond current traditional communication model approaches. Models such as Communication–Human Information Processing focus on individual cognitions and assume a staged sequence of decision-making following traditional decision-making models and ignoring channel attributes such as channel trust, thereby limiting understanding. The current study indicates that communication models will benefit from the addition of channel trust and additional individual factors (such as demographics) to extend understanding beyond individual cognitions.

Details

Journal of Services Marketing, vol. 31 no. 7
Type: Research Article
ISSN: 0887-6045

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