... logistics service environment are needed. Originality/value The 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. Customer experience Customer service E-commerce Online...

...Hyunwoo Lim; Narushige Shiode Purpose The purpose of this paper is to study how cost efficiency and the reliability of a physical distribution network are affected by changes in online shopping demand and to suggest how logistics service providers can respond to such changes. Design/methodology...