Customer logistics service may mean different things to various organizations! Heavy emphasis in one organization may be placed on having a product available at the time, at the place, and in the quantities desired. In another company, it may be desirable to preserve the relative freedom in the manner and timing with which orders can be received from customers for processing. At other times and in other organizations, management may concentrate on improving the condition of goods delivered to customers. Finally, but of vital importance in many logistics systems, the speed and dependability with which items ordered can be made available to customers may be of primary concern.
The formation of a logistics chain with the use of a freight customs complex for customs and logistics service provision requires detailed research and investigation into technical, technological and organizational constraints that may affect overall cargo delivery time. Actors in the transport market, while interacting with customs authorities, have to take into account customs legislation requirements and road transport complex operational characteristics, since non-compliance with them will cause a number of delays due to the need for corrective actions and will also entail a number of penalties. In order to increase the accuracy of delivery time planning, it is considered the procedure for customs and logistics service provision involved in cargo export and import as well as for stowing cargo in a customs warehouse or a temporary storage warehouse. It is also addressed the issue of comprehensive service provision to entities engaged in foreign economic activities using a freight customs complex. The most widespread violations requiring additional correction time are identified. It is considered the technological constraints connected with the handling capacity of the research object. The influence of the organization and planning of a freight customs complex`s operation on its efficiency is determined. It is proposed to consider the lack of available resources provided by customs infrastructure facilities and the excessive idle time of vehicles as a factor in delivery time planning The paper findings can be implemented in the operation of freight customs complexes in cooperation with private sector enterprises and state organizations when performing foreign trade operations. ; Формирование логистической цепи с привлечением грузового таможенного комплекса к предоставлению таможенно-логистических услуг требует изучения и исследования полного перечня ограничений технического, технологического и организационного характера, которые могут влиять на общую продолжительность доставки груза. Субъекты транспортного ...
PurposeThe purpose of this paper is to illustrate how a systematic application of middle-range theorizing, which pays particular attention to contexts and mechanisms, can be used to extend current knowledge on logistics customer service (LCS) in a number of critical areas.Design/methodology/approachThe paper applies Stanket al.'s (2017) framework for middle-ranging theorizing in logistics to develop a research framework and agenda that can guide future LCS research. Results are generated through a review of the LCS literature and an application of the main concepts of middle-range theorizing.FindingsThe paper outlines opportunities for middle-range research that would extend LCS knowledge in the areas of human and behavioral factors, time-based competition, supply chain complexity, and digitization and technological innovation.Research limitations/implicationsDescribing the main characteristics of middle-range theorizing and how middle-range theorizing can be fruitfully applied to LCS research should help to stimulate new knowledge creation in this important area of supply chain logistics management.Practical implicationsBy focusing on why and when questions, middle-range theorizing engages with the practical realities of LCS that interest managers and students. Middle-range theorizing moves researchers toward developing a detailed understanding of what actually has to change in order for desired LCS-related outcomes to occur and the contextual factors likely impacting the change process. The paper should, therefore, allow managers to better translate LCS theory into action.Originality/valueMiddle-range theorizing remains new to the supply chain logistics field. The application of middle-range theorizing to LCS research, and logistics research more generally, demands new perspectives on established relationships with the potential to drive original research in areas most relevant to managers.
PurposeBased on customer value theory, this paper aims to propose and test a conceptual model of the relationship between third‐party logistics (3PL) provider customer orientation and customer firm logistics improvement.Design/methodology/approachThe 3PL provider customer orientation is conceptualized as a higher, second‐order construct made up of four key logistics‐driven first‐order indicators: service variety, information availability, timeliness, and continuous improvement. A survey‐based approach is utilized to collect data from managers at 124 manufacturing customer firms in the People's Republic of China; structural equation modeling is performed to assess measures and test the hypothesized relationships.FindingsChinese 3PL provider customer orientation significantly influences customer firm logistics improvement.Research limitations/implicationsFindings are based on single source perceptual data from customer firm key respondents. Tests indicate that common method bias is not a problem.Practical implicationsAt a time when market pressure is compelling Mainland Chinese 3PL providers to upgrade and expand service offerings, 3PLs with a strong customer orientation create significant value for customers through superior execution on key elements of logistics service.Originality/valueThe paper responds to calls for additional theoretically driven assessment of market orientation in logistics service provider firms by identifying explicit behavioral manifestations of 3PL customer orientation that enhance customer firm logistics performance.
PurposeThe purpose of this paper is to examine customer knowledge sharing between a buyer of a logistics service and the logistics service provider (LSP). The authors attempt to fill the gap in current research by investigating inter‐firm customer knowledge sharing.Design/methodology/approachA survey study was conducted. Data were collected from buyers of logistic services. Confirmatory factor analysis and multiple regression were used to analyze data and test hypotheses.FindingsResults suggest that open and fluent communication mediates the relationship between customer knowledge sharing and satisfaction with a logistics service provider. In addition, the close relationship with the logistics service provider is needed to strengthen the relationship between customer knowledge sharing and satisfaction with the logistics service provider.Research limitations/implicationsThis study provided new empirical evidence concerning inter‐firm customer knowledge sharing. The authors suggest that logistic service providers should be incorporated into the customer knowledge management process to ensure open and fluent communication about customers.Practical implicationsThis study provides practical insights for companies that sell logistic services.Originality/valueCustomer knowledge sharing has been largely studied in an intra‐firm context, for instance information sharing between marketing and research and development departments. This research extends the concept of customer knowledge sharing to the inter‐firm context.
PurposeThe purpose of this paper is to shed light on the body of logistics customer service (LCS) research published in leading logistics journals from 1990 to 2017. Specifically, the paper presents a call to arms for logistics and supply chain researchers to address new and emerging issues impacting customer service in the age of omnichannel and e-commerce retailing.Design/methodology/approachThe authors reviewed academic journals to identify articles focusing on LCS from 1990 through 2017. The authors noted trends in academic research activity/focus and supplemented the findings by examining more recent trends covered in trade publication articles.FindingsThe authors observed a large amount of LCS research in the early 1990s and 2000s, but noticed a substantial decline in coverage within academic journals since the late 2000s while industry continues to give customer service issues even greater attention. The difference between the level of coverage within academic journals and the increased importance firms place on customer service represents a critical gap and opportunity for scholars. This research represents a "call to arms" to address this gap. With particular emphasis on observed customer impatience and escalating requests, within omni- and e-commerce channels of distribution, we suggest greater theoretical insights into customer service strategies and their role in successfully navigating today's changing logistics service environment are needed.Originality/valueThe review serves as a call for more attention to customer service issues within leading logistics journals. Suggestions for research into new and emerging topics are offered.
PurposeThe purpose of this paper is to empirically study the necessary and sufficient antecedents of customer loyalty to logistics service providers (LSPs). Despite the abundance of loyalty studies, few studies have empirically examined the complex causal relationships between loyalty and its antecedents using the appropriate research methods.Design/methodology/approachThe study uses fuzzy sets qualitative comparison analysis (FsQCA) to uncover the antecedents and antecedent configurations of customer loyalty. This study examined the necessity and sufficiency of five antecedents (operational collaboration, strategic collaboration, trust, service satisfaction and price satisfaction) and on five dimensions of loyalty (repurchase intension, switching costs, exclusiveness, referrals and overall loyalty). This study developed six research hypotheses based on existing literature and tested them empirically in a manufacturing context. This study compared results from FsQCA with regression analysis.FindingsThe findings reveal that only a few antecedent configurations lead to customer loyalty, including a combination of strategic and operational collaboration, bundling of service offerings and combining competitive price with strategic collaboration. Further, the absence of trust negatively affects loyalty, but the presence of trust does not lead to loyalty.Research limitations/implicationsThis study contributes to business to business literature by demonstrating how to use FsQCA analysis to test the presence of equifinality, conjunction and causal asymmetry of complex relationships. This study applies FsQCA between antecedent factors and customer loyalty. Furthermore, we demonstrate how to compare and integrate FsQCA with conventional regression analysis which is based on correlation-bounded logic.Practical implicationsThis study shows that no single antecedents that can generate loyalty, yet, few antecedent configurations work better than others: collaborating at both strategic and operational level with your partner has the highest impact on loyalty. Another configuration that leads to loyalty is to combine competitive prices with strategic collaboration, which particularly stimulates repurchase decisions. Price is are not sufficient enough to lead to customer loyalty.Originality/valueThis study applied a novel analysis to uncover necessary and sufficient conditions that conventional methods such as regression analysis and structural equation modelling have limited power.
PurposeThe purpose of this paper is to study the nonlinear impact of quality dimensions of third-party logistics (3PL) services on customer satisfaction and loyalty.Design/methodology/approachBy interviewing 167 small-size companies, and using penalty and reward contrast analysis, the paper explores the nonlinear impact of seven dimensions of 3PL services (safety, fault's recovery, reliability, speed, flexibility, communication, and friendliness) on customer satisfaction and loyalty.FindingsThe results confirm the existence of the dimensions' nonlinear impact on customer satisfaction. It also shows that some quality dimensions have a direct and nonlinear impact on loyalty. The dimension "friendliness" has a direct impact on loyalty if the company has a below market average performance, which may lead customers to switch service providers. "Flexibility on collection and delivery" has a direct impact if the company has a higher performance, contributing to customers' intention to continue using the service. Another finding is that, if the company delivers good service recovery after the customer found faults in the service, and if customers trust the company service, they say they intend to continue to work with the company.Research limitations/implicationsThe present research focused only on small companies in one country (Brazil). Further studies should be carried out to explore different countries, with different realities, and different size of companies.Practical implications3PL companies should not only deal with customers' satisfaction, but also with other quality aspects that directly affect customer intention to continue doing business with the 3PL service provider. These are friendliness, flexibility regarding time and frequency of collection and delivery and faults' recovery.Originality/valueThe present research confirms that the personal relationship is a crucial aspect to be managed in order to keep customers in the long term. In addition, as opposed to most research looking for the antecedents of satisfaction and loyalty of 3PL customers, the present research shows that there is a direct nonlinear impact of the dimensions' performance on customers' loyalty, what should be taken in consideration by 3PL managers. It also shows how penalty-reward contrast analysis may reveal nonlinear antecedents that could be used for better understandings companies' success in the long term.
The article reveals the characteristics and problems of distribution and customer service in manufacturing companies in Bulgaria and outlines the prospects for their improvement. An analysis is carried out of different dimensions of these areas using indicators calculated on the basis of empirical data. The impact of company size on distribution and customer service is examined and those practices that are positively related to competitiveness are brought out. The study finds out that manufacturing companies in Bulgaria generally apply the world practices in distribution and customer service but there is some lag in definite areas. It is necessary for small and medium companies to make improvements directed towards the development of a logistics strategy consistent with products and markets, the formulation and implementation of a distribution policy offering differentiated service for different groups of customers with the aim to optimize costs.
In recent years, increasing attention has been paid to the security of international flows, with a focus on a specific area of logistics, namely, customs logistics, understandably both as a new branch of science and as an integral, complex and multifaceted area of activity. Customs logistics includes the processes, functions and challenges of transportation, warehousing, forwarding, inventory management, management of flows/resources and other areas of activity, insofar as they are related to the legal acts implemented by customs, customs supervision, interaction between customs and business in developing secure international trade. This is an area of research and practice which is rapidly developing, is open to innovations and new ideas, is introducing smart technologies and is consolidating intellectual capital and which is closely linked to economics, management, law and other areas of research activity. The distinctive feature of logistics, including customs logistics, is the management of flows and resources in the international supply chain, regulation of logistic operations, functions and processes at the international, regional and national levels, wide geography of activities, increasingly complex interactions between entities of logistic activity, optimal use of resources, creation of added value using instruments of logistic activity, rational and effective risk management, ensuring of safety and security. The outcome of activity in customs logistics (the length of delivery of a consignment, safety and security, speedy and inexpensive completion of formalities, prompt and efficient performance of logistic operations) is determined not only by the logistic operations performed, but also, and sometimes primarily, by the nature of interaction between entities of this activity and controlling institutions (customs authorities, border guard, etc.), possibilities of cooperation and its consequences, the compatibility of information, computer and communications technologies, the efficient use of available information resources, the validity, objectivity and rationality of decisions and discretions. Changes in the activity of customs as the state institution implementing customs and international trade policy directly and significantly influence the security of the EU's economic area. The article presents one of the possible concepts of customs logistics as a new area of logistic activity, discusses guidelines for customs and business cooperation and tendencies of the implementation of the discretionary powers granted to customs officials in enhancing the security of international trade.
In recent years, increasing attention has been paid to the security of international flows, with a focus on a specific area of logistics, namely, customs logistics, understandably both as a new branch of science and as an integral, complex and multifaceted area of activity. Customs logistics includes the processes, functions and challenges of transportation, warehousing, forwarding, inventory management, management of flows/resources and other areas of activity, insofar as they are related to the legal acts implemented by customs, customs supervision, interaction between customs and business in developing secure international trade. This is an area of research and practice which is rapidly developing, is open to innovations and new ideas, is introducing smart technologies and is consolidating intellectual capital and which is closely linked to economics, management, law and other areas of research activity. The distinctive feature of logistics, including customs logistics, is the management of flows and resources in the international supply chain, regulation of logistic operations, functions and processes at the international, regional and national levels, wide geography of activities, increasingly complex interactions between entities of logistic activity, optimal use of resources, creation of added value using instruments of logistic activity, rational and effective risk management, ensuring of safety and security. The outcome of activity in customs logistics (the length of delivery of a consignment, safety and security, speedy and inexpensive completion of formalities, prompt and efficient performance of logistic operations) is determined not only by the logistic operations performed, but also, and sometimes primarily, by the nature of interaction between entities of this activity and controlling institutions (customs authorities, border guard, etc.), possibilities of cooperation and its consequences, the compatibility of information, computer and communications technologies, the efficient use of available information resources, the validity, objectivity and rationality of decisions and discretions. Changes in the activity of customs as the state institution implementing customs and international trade policy directly and significantly influence the security of the EU's economic area. The article presents one of the possible concepts of customs logistics as a new area of logistic activity, discusses guidelines for customs and business cooperation and tendencies of the implementation of the discretionary powers granted to customs officials in enhancing the security of international trade.
