Reconceptualizing E-Logistics Service Quality (E-LSQ) in Emerging Contexts: The Case of Crowdsourced Delivery

IF 11.2 2区管理学 Q1 MANAGEMENT

Journal of Business Logistics Pub Date : 2024-11-25 DOI:10.1111/jbl.12401

Ha Ta, Terry L. Esper, Adriana Rossiter Hofer, Annibal Camara Sodero

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引用次数: 0

Abstract

E-logistics service quality (e-LSQ) has been one of the primary constructs used in the logistics literature to capture customers' appraisals of delivery service performance in the business-to-consumer (B2C) context. While e-LSQ comprises key operational aspects of delivery performance, we posit that it overlooks other elements that are now present in emerging delivery models, such as crowdsourced delivery (CD). In this study, we follow a middle-range theory approach to capture the facets of delivery performance that are considered by customers in their assessments of e-LSQ during CD encounters. Using a large dataset consisting of customers' reviews of their delivery service experiences with Amazon Prime Now prior to and post-CD incorporation, we find that customers value a more nuanced operational dimension as well as relational and societal dimensions in their assessments of the delivery service. The findings of our qualitative analyses enrich the current understanding of customers' appraisals of delivery service encounters and lay the groundwork for reassessing e-LSQ, particularly in light of emerging delivery models like CD in online retailing.

查看原文本刊更多论文

在新兴环境中重新认识电子物流服务质量（E-LSQ）：众包配送案例

电子物流服务质量（e-LSQ）一直是物流文献中用来捕捉客户对企业对消费者（B2C）交付服务绩效评价的主要结构之一。虽然 e-LSQ 包含了配送绩效的关键操作方面，但我们认为它忽略了新兴配送模式（如众包配送（CD））中的其他要素。在本研究中，我们采用了中间理论的方法来捕捉客户在 CD 遭遇期间评估 e-LSQ 时所考虑的交付绩效的各个方面。我们使用了一个大型数据集，该数据集包含了客户对其在亚马逊 Prime Now 上体验到的配送服务的评价，包括配送服务纳入 CD 之前和之后的评价，我们发现客户在评估配送服务时更看重细致入微的操作维度以及关系和社会维度。我们的定性分析结果丰富了当前对顾客送货服务评价的理解，并为重新评估 e-LSQ 奠定了基础，特别是考虑到在线零售中像 CD 这样的新兴送货模式。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Business Logistics MANAGEMENT-

CiteScore

14.40

自引率

14.60%

发文量

期刊介绍： Supply chain management and logistics processes play a crucial role in the success of businesses, both in terms of operations, strategy, and finances. To gain a deep understanding of these processes, it is essential to explore academic literature such as The Journal of Business Logistics. This journal serves as a scholarly platform for sharing original ideas, research findings, and effective strategies in the field of logistics and supply chain management. By providing innovative insights and research-driven knowledge, it equips organizations with the necessary tools to navigate the ever-changing business environment.