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Alan McKinnon – Professor of Logistics

The interface between retailers and logistics service providers in the online market

The growth in online shopping has presented challenges for physical distribution service quality (PDSQ) provided by retailers, including both multi‐channel and pure players, and logistics service providers (LSPs). Issues emerging from a consumer survey regarding electronic physical distribution service quality (e‐PDSQ) informed this paper’s research. This research involved qualitative interviews with retailers, logistics service providers and experts. Interviewees argued that pure players in the online retail market offer better e‐PDSQ than multi‐channel retailers and identified availability, time, condition and returns as key service criteria. They also raised issues about the relationships between retailers and LSPs and cost - service trade‐offs. 

http://www.emeraldinsight.com/doi/abs/10.1108/03090561111107221

A copy of the paper can be downloaded from this link.


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© Professor Alan McKinnon 2018

Kuehne Logistics University
Hamburg
Germany

contactme@alanmckinnon.co.uk

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© Professor Alan McKinnon 2018

 

Kuehne Logistics University
Hamburg
Germany

 

contactme@alanmckinnon.co.uk

 

Contact me

Privacy policy

 

Sitemap

Reset cookies

 
Web design by Wordspree