Suchergebnisse

Purpose
The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on consumer satisfaction and loyalty in an omni-channel retail environment.


Design/methodology/approach
An empirical, survey-based approach is used to collect data from consumers about experiences with two different omni-channel retail scenarios: buy-online-pickup-in-store (BOPS), and buy-in-store-ship-direct (BSSD). Participants responded to questions regarding the LSQ, consumer satisfaction, and consumer loyalty relative to their actual experience in one of these situations.


Findings
Results suggest that omni-channel consumers are truly unique, and all three dimensions of LSQ (condition, availability, and timeliness) are distinct in their impact on satisfaction and loyalty. Results suggest that in the BOPS sample, consumer satisfaction partially mediates the relationship between condition and loyalty and fully mediates the relationship between timeliness and loyalty. In the BSSD model, consumer satisfaction partially mediates the relationship between timeliness and consumer loyalty.


Research limitations/implications
This research studies LSQ in two different omni-channel scenarios; additional research is needed to explore other omni-channel scenarios and extend the findings to be more generalizable.


Practical implications
Managers should recognize that for omni-channel consumers, timeliness is the essential driver of satisfaction and loyalty. Retailers need to account for this reality and dedicate substantial resources to meet delivery requirements in a timely manner. Logistics service providers need to emphasize speed and reliability of their delivery processes for omni-channel consumers.


Originality/value
This research is the first attempt at conceptualizing LSQ in an omni-channel supply chain, and testing the impact of LSQ on consumer satisfaction and loyalty.

PurposeThe purpose of this paper is to assess and document the progress of postponement research, identify current gaps, and provide direction for future research efforts.Design/methodology/approachPostponement literature published from 1999 to 2006 was reviewed.FindingsThe review revealed a significant increase in the number of postponement research efforts, many of which at least partially addressed past challenges noted in previous research. Several opportunities to continue addressing these past challenges were identified. Future researchers are challenged to validate new postponement concepts and extend postponement research beyond its manufacturing context. Other challenges call for the continued assessment of the relationship between postponement and uncertainty and the investigation into the slow rate of postponement adoption among practitioners.Research limitations/implicationsThis effort is not an exhaustive review of all postponement research. This review does not consider unpublished papers, papers in non‐academic journals, or papers presented at conferences.Practical implicationsThis review is a useful resource for supply chain researchers interested in supply chain strategies and the evolution of postponement as a supply chain concept.Originality/valueThis paper uses the challenges of past research as a measure of the progress of postponement thought and theory. The gaps identified and challenges made will serve as a foundation upon which future researchers can build.