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Promoted by marketing discourses, customer sovereignty is characterized by the cult of the customer and the belief that contact staff have to serve the customer. However, research shows that customers adopt improper conduct, such as fraudulent or aggressive behaviors. While largely tolerated, these behaviors prove damaging for contact staff and could eventually lead them to react. How do frontline actors react to such behaviors, which prevent them from developing customer relations in accordance with the mythical discourse? This is the question our article explores. To do so, we use Becker's interactionism approach to deviance, and investigate how frontline actors in five organizations deal with customer complaints they consider as 'deviant'. Our results show that when faced with behaviors that they no longer wish to tolerate, contact staff educate, amateurize, or penalize the customer. This research contributes by conceptualizing three alternative forms of relations to customer sovereignty, which contact staff attempt to legitimize through internal and external resources.

Cover -- Guest editorial -- Towards a taxonomy of crowdsourced delivery business models -- Crowd-shipping for urban food rescue logistics -- Last-mile logistics in sharing economy: sustainability paradoxes -- Exploring shippers' motivations to adopt collaborative truck-sharing initiatives.

PurposeOver the last decade, a "new" sharing economy has emerged. So far, the supply chain literature has focused on platforms delivering crowd-logistics services that connect businesses and consumers (B2C). The literature has paid little attention to platforms that facilitate products exchanges between consumers. This article aims to develop a first supply chain conceptualization for consumer-to-consumer (C2C) product exchanges stimulated by the sharing economy. How to conceptualize C2C product exchanges from an Supply Chain (SC) perspective? Do such C2C product exchanges form what might be called "sharing supply chains"? What are the characteristics of these sharing supply chains?Design/methodology/approachThe authors rely on a single case study of Vestiaire Collective (VC), a C2C platform that links consumers buying and selling second-hand luxury goods. This case was not selected because it is a typical C2C product platform, but because it is an "extreme" case (Yin, 2014) meeting Siggelkow's "talking pig" criterion (2007).FindingsThe authors demonstrate that VC intermediates a "sharing supply chain", whose features differ from forward and reverse supply chains. The authors stress that strong physical intermediation is crucial in this extreme case. The authors then contrast this extreme case with other forms of sharing supply chains to identify the variables leading to these alternative configurations. Finally, the authors develop theoretical propositions regarding the physical intermediation role that these platforms may play.Originality/valueThe authors' article extends the scope of the supply chain concept by identifying sharing supply chains alongside other types of chains. The article also points to the strategic role of SC dimensions in the sharing economy. The authors hope that this article will lead to further research on sharing supply chains.

PurposeThe growth of collaborative consumption is beginning to stimulate management research on this phenomenon. However, so far, few scholars have studied the logistics aspects related to these developments. The purpose of this paper is to develop a conceptual approach to the logistics at work in collaborative consumption.Design/methodology/approachThe authors adopt an inductive, exploratory research method, based on a content analysis involving 32 collaborative consumption initiatives screened through their websites and other secondary sources.FindingsBased on the way logistics is organized in these initiatives, the authors identify and describe four types of logistics: peer to peer, business, crowd, and open logistics.Practical implicationsThe paper makes recommendations for improving the management of collaborative consumption logistics.Originality/valueOur results enrich the literature about crowd practices and collaborative consumption by conceptualizing alternative roles played by logistics and revealing its specific organizational forms.

Purpose
The starting point of the paper is the fact that customers participate in the logistics activities of the supply chain (SC) (Johnston, 1989; Granzin and Bahn, 1989). Having established that customers can and do participate in logistics, firms can consider transferring some of their logistics activities to/from their customer. The transfer can take two contrasting forms: outsourcing by the company of some logistics activities to its customers or insourcing by the company of some logistics activities from its customers. The purpose of this paper is to contribute to a theoretical understanding of these company/customer transfers.


Design/methodology/approach
To address this emerging issue, the authors build on the service management literature and on the study of two contrasting cases of transfer. The first (IKEA) examines the outsourcing of some logistics activities to the consumer. The second (AuchanDrive) examines the reverse process of insourcing.


Findings
Based on the service management literature and the two case studies, the authors develop a theoretical model for the transfer of logistics activities between a firm and its customers. The findings confirm several elements, such as the importance of managing customer participation and adapting service production during a transfer. Most importantly, the findings show that a key issue for a firm during a transfer is the need to redesign its SC in terms of transport, warehousing and production. The main contribution of the research therefore is showing that customer participation in logistics is a key variable in SC design.


Research limitations/implications
This research is based on the analysis of two cases. To generalise these results, further research needs to be conducted.


Practical implications
This research proposes recommendations to help managers and organisations to transfer some logistics activities to or from their customers.


Originality/value
The originality of the framework is that it considers both the company and its customers. This comprehensive approach establishes a link between supply chain management research and marketing.

PurposeLogisticians have always viewed standards as solutions for improving operational compatibility and coordination. This paper aims to contribute to a greater understanding of how standards, upon which logistics systems are designed, developed and coordinated, interact with each other and with other resources in a logistics network for the purpose of improving efficiency and effectiveness.Design/methodology/approachThe literature review permits: defining standards as a coordination mechanism focusing on development, use and evolution of interconnected standards; pointing out the importance of standards for logistics efficiency and effectiveness; and analysis of interrelatedness referring to increasing returns, basic technology and dominant design. The empirical evidence is based on a meta‐case from the automobile industry with information collected from nine case studies based on observations, documents, drafts of standards and interviews.FindingsThe case study illustrates major points in prior literature and provides new propositions that enrich the theory and have important managerial implications. Main findings include a better understanding of how standards interact over time, and how they help, as well as hinder technological development in logistics networks. Being exploratory in nature, the paper concludes with theoretical propositions for further research.Originality/valueThe paper contributes to the understanding of an issue is been important, but still not much addressed in prior logistics literature: the use of standards. The combining of literature from three streams of research: logistics, industrial networks and technology development provides interesting insight on which the case analysis is based and from which further research can be developed.