...John Olsson; Daniel Hellström; Yulia Vakulenko Purpose The success of last-mile delivery is dependent on consumer acceptance of such services, yet little is known about unattended delivery experience. This paper's purpose is to provide empirically based understanding of customer experience...

... firms and 4 logistics service providers. An integrative data collection approach of semi-structured interviews, documentation and observations was used to gain comprehensive managerial and operational descriptions of returns management (RM) processes. Findings The findings show inconsistent RM...

...Jae‐Il Kim Presents the results of an empirical investigation into the current state of logistics in Korea. Discusses the status of logistics within an organization, organizational characteristics, responsiveness of logistics, outsourcing and partnership, improvement action, customer service...

...Robert C. Lieb; Robert A. Millen; Luk N. Van Wassenhove Provides a comparison of third‐party logistics services utilization between large manufacturing firms in the USA and Western Europe. All these firms had been utilizing third‐party providers for at least three years, although many had been...

...James L. Whyte In the UK the last decade has been a period in which the supply of freight transport services has generally exceeded demand, while both the characteristics of the transport managers, who are the industry′s customers, and organizational variables, which affect their behaviour,have...