Instructions
Research Paper – Customer Service related
Picking up from your annotated bibliography and outline submitted in earlier weeks, prepare a final research paper on the topic you choose.
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Annotated Bibliography
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Annotated Bibliography
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Albrecht, T., Baier, M.-S., Gimpel, H., Meierhöfer, S., Röglinger, M., Schlüchtermann, J., &
Will, L. (2023). Leveraging Digital Technologies in Logistics 4.0: Insights on
Affordances from Intralogistics Processes. Information Systems
Frontiers. https://doi.org/10.1007/s10796-023-10394-6
This article analyzes how digital technologies are changing logistics systems to
comprehend their potential. The study synthesizes academic and industrial research from
literature reviews and expert interviews. This catalog and conceptual framework list ten
“digital technology affordances in intralogistics” (DTAILs) and their 46 practical
manifestations. The research provides a foundation for further theorization and strategic
organizational conversations on Logistics 4.0, highlighting the importance of digital
technology in improving logistics operations and customer service.
Darvazeh, S. S., Vanani, I. R., & Musolu, F. M. (2020). Big Data Analytics and Its Applications
in Supply Chain Management. New Trends in the Use of Artificial Intelligence for
Industry 4.0, 2(1). https://doi.org/10.5772/intechopen.89426
This essay delves into the vital role of ‘Big Data Analytics (BDA) in transforming ‘supply
chain management’ (SCM). It outlines the explosive growth of data and how BDA is a
pivotal tool in extracting valuable insights from vast volumes of data, thereby
significantly enhancing organizational performance. The authors discuss the various
applications of BDA in SCM, emphasizing its impact on predicting future trends,
improving customer service, and achieving agile supply chains. This work underscores
the importance of BDA in enabling organizations to guide the intricacies of modern
supply chains and meet rising customer expectations.
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Ghoumrassi, A., & Tigu, G. (2018). The impact of logistics management on consumer
satisfaction. Proceedings of the International Conference on Business Excellence, 12(1),
407–415. https://doi.org/10.2478/picbe-2018-0036
This study investigates the influence of “logistics management on customer satisfaction
within small and mid-sized Algerian industrial companies.” Through interviews with
company managers and logistics personnel, the research highlights how logistics
activities, integrating supply and distribution, play a critical role in meeting consumer
needs regarding time, location, cost, and quality. The findings suggest that effective
logistics management is essential for ensuring customer satisfaction and business
continuity by adapting to market challenges and customer purchasing power, thereby
securing sales and competitive advantage.
Kawa, A., & ?wiatowiec-Szczepa?ska, J. (2021). Logistics as a value in e-commerce and its
influence on industry satisfaction: a multilevel analysis. Journal of Business & Industrial
Marketing, 36(13), 220–235. Emerald. https://doi.org/10.1108/jbim-09-2020-0429
This paper examines the components of logistics value in e-commerce and their impact
on customer satisfaction, utilizing hierarchical linear modeling for analysis. The study
identifies various logistics factors of varying importance for creating customer value.
Still, it highlights the need to customize and offer choices in delivery and return
procedures. The results imply that electronic commerce firms must systematically create
value from logistics to attain customer satisfaction, develop value propositions, and build
a sustainable business. The study provides real-world implementations for online retailers
to enhance their logistics management and service levels in various industries.
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Lin, X., Mamun, A. A., Yang, Q., & Masukujjaman, M. (2023). Investigating the effect of
logistics service quality on customer satisfaction and reuse intention. PLoS ONE, 18(5),
e0286382–e0286382. https://doi.org/10.1371/journal.pone.0286382
This article uses the stimuli-organism-response theory to examine how logistics service
quality (LSQ) affects customer satisfaction and their propensity to reuse logistics
services. The study, an online survey of 810 Chinese respondents, found that the
operational, resource, information, human contact, and customization features of LSQ
strongly influenced customer satisfaction and reuse intention. Customer happiness is a
critical mediator between LSQ and service reuse intention, underscoring the relevance of
customer satisfaction in logistics services for competitive advantage.
Makori, W., Peterson, O., Magutu, Omai, K., & Akello, E. (2016). The Relationship Between
Real-Time Information Processing and Supply Chain Optimization Among Supermarkets
in Nairobi, Kenya. International Journal of Economics, Commerce and Management
United Kingdom, 4(2). https://ijecm.co.uk/wp-content/uploads/2016/02/4217.pdf
This research explores the adoption and impact of real-time information processing
technologies on supply chain optimization in Nairobi’s supermarkets. The study reveals
widespread use of barcodes, mobile phones, internet, RFID, and GPS, noting their
benefits in increasing supply chain visibility and reducing labor costs. However, the
“relationship between real-time information processing and various supply chain
optimization” metrics shows mixed results. The paper recommends further training and
increased use of these technologies to enhance supply chain efficiency and
responsiveness, highlighting the significance of real-time information in improving
inventory management and customer satisfaction.
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Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The impact of logistic service quality on
consumer satisfaction and loyalty using Kansei engineering during the COVID-19
pandemic. Cogent Business & Management, 8(1),
1906492. https://doi.org/10.1080/23311975.2021.1906492
The article analyzes the effect of logistics service quality on customer satisfaction and
loyalty in Indonesia during the COVID-19 pandemic, considering customer trust as a
moderating variable. This study, conducted through a questionnaire survey of 300
respondents, concludes that staff and technical service quality are the main factors
determining customer satisfaction and loyalty. The study identifies the crucial role of
logistics service quality in maintaining customer relationships during crises, suggesting
ways to raise customer satisfaction and loyalty via perceived service quality and trust.
Saad, N. A., Elgazzar, S., & Ka?, S. M. (2023). Investigating the impact of supply chain
management practices on customer satisfaction through flexibility and technology
adoption: Empirical evidence. Business Strategy and
Development. https://doi.org/10.1002/bsd2.326
This study investigates how “supply chain management practices” (SCMPs) impact
Egyptian customer satisfaction via flexibility and technology adoption. The study
discovered a link between SCMPs, flexibility, technology adoption, and customer
satisfaction in 1009 corporate consumers. Technology adoption is a significant mediator
in the relationship between SCMPs and customer happiness, implying that incorporating
new technology into supply chain procedures might increase customer satisfaction even
though flexibility has no substantial direct impact.
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Umair, A. S., Zhang, W., Han, Z., & Haq, S. H. U. (2019). Impact of Logistics Management on
Customer Satisfaction: A Case of Retail Stores of Islamabad and Rawalpindi. American
Journal of Industrial and Business Management, 09(08), 1723–
1752. https://doi.org/10.4236/ajibm.2019.98113
This research explores the relationship between logistics management factors (inventory,
lead time, transportation) and customer satisfaction in Islamabad and Rawalpindi retail
stores. Through a survey of 200 stores, the study indicates that logistics factors
significantly impact customer satisfaction, highlighting a positive correlation between
efficient logistics management and customer satisfaction levels. The findings suggest that
retail stores can enhance customer satisfaction by improving logistics practices,
specifically through effective transportation systems, reduced lead times, and efficient
inventory management.
Yalcin, H., & Daim, T. U. (2022). Logistics, supply chain management, and technology research:
An analysis on the axis of technology mining. Transportation Research Part E: Logistics
and Transportation Review, 168(4), 102943. https://doi.org/10.1016/j.tre.2022.102943
This study aims to investigate logistics and supply chain management technology R&D.
by analyzing scientific publications and patent data. The research identifies key focus
areas and leading countries using technology mining methods, emphasizing the growing
interest in technologies like the “Internet of Things” (IoT) and smart contracts. The study
suggests an increasing trend “towards research on data flow and sharing in logistics and
supply chain management,” highlighting the potential of technological advancements to
revolutionize the field and improve customer satisfaction through enhanced supply chain
efficiency and connectivity.
