IDEAS home Printed from https://ideas.repec.org/a/bla/bstrat/v29y2020i3p1504-1516.html
   My bibliography  Save this article

Analysing the importance of sustainability‐oriented service quality in competition environment

Author

Listed:
  • Turkan Muge Ozbekler
  • Yucel Ozturkoglu

Abstract

The logistics sector is one of the most important domains in the service sector in understanding the increasing scale of business activities along with globalization. Due to the nature of the service sector, where competition is increasingly concentrated, the main objective of firms is the creation of their strategy on competitive advantage in regard with knowing the level of quality of the services offered and the firm's image from the customers' point of view. Trying to adapt to the changing conditions of the market drives firms to integrate their competing areas into their sustainability dimensions (economic, social, and environmental) with the aim of increasing their perceived quality through differentiating their business to achieve a sustainable competitive advantage. The aim of this study is to examine the quality level perceived by logistics service providers in terms of triple bottom line approach and to determine the relationship between them for sustainable competition. In line with exploratory methods, factor analysis was used with the aim of finding out a new scale to the literature about the examination of the relationship between quality perception and corporate sustainability in the frame of competition. In this context, data of 120 logistics service providers were collected and analysed. According to the results, the content of the subject consists of nine factors and 29 interrelated subdimensions. As a result of the research, firms have emphasized on the importance of reaching the competition by expanding their quality perceptions within the scope of corporate sustainability in parallel with the increasing customer demands and expectations.

Suggested Citation

  • Turkan Muge Ozbekler & Yucel Ozturkoglu, 2020. "Analysing the importance of sustainability‐oriented service quality in competition environment," Business Strategy and the Environment, Wiley Blackwell, vol. 29(3), pages 1504-1516, March.
    • Handle: RePEc:bla:bstrat:v:29:y:2020:i:3:p:1504-1516
    DOI: 10.1002/bse.2449
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/bse.2449
    Download Restriction: no
    File URL: https://libkey.io/10.1002/bse.2449?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Eskandarpour, Majid & Dejax, Pierre & Miemczyk, Joe & Péton, Olivier, 2015. "Sustainable supply chain network design: An optimization-oriented review," Omega, Elsevier, vol. 54(C), pages 11-32.
    2. Gupta, Suraksha & Kumar, V., 2013. "Sustainability as corporate culture of a brand for superior performance," Journal of World Business, Elsevier, vol. 48(3), pages 311-320.
    3. Baruch Lev, 2017. "Evaluating Sustainable Competitive Advantage," Journal of Applied Corporate Finance, Morgan Stanley, vol. 29(2), pages 70-75, June.
    4. Karl V. Lins & Henri Servaes & Ane Tamayo, 2017. "Social Capital, Trust, and Firm Performance: The Value of Corporate Social Responsibility during the Financial Crisis," Journal of Finance, American Finance Association, vol. 72(4), pages 1785-1824, August.
    5. Nuttaneeya Torugsa & Wayne O’Donohue & Rob Hecker, 2013. "Proactive CSR: An Empirical Analysis of the Role of its Economic, Social and Environmental Dimensions on the Association between Capabilities and Performance," Journal of Business Ethics, Springer, vol. 115(2), pages 383-402, June.
    6. Fahimeh Aliakbari Nouri & Mohsen Shafiei Nikabadi & Laya Olfat, 2018. "Developing the framework of sustainable service supply chain balanced scorecard (SSSC BSC)," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 68(1), pages 148-170, December.
    7. Jay Whitehead, 2017. "Prioritizing Sustainability Indicators: Using Materiality Analysis to Guide Sustainability Assessment and Strategy," Business Strategy and the Environment, Wiley Blackwell, vol. 26(3), pages 399-412, March.
    8. Bhaskar B. Gardas & Rakesh D. Raut & Balkrishna E. Narkhede, 2019. "Analysing the 3PL service provider’s evaluation criteria through a sustainable approach," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 68(5), pages 958-980, March.
    9. Peter L. Swan, 1971. "The Durability of Goods and Regulation of Monopoly," Bell Journal of Economics, The RAND Corporation, vol. 2(1), pages 347-357, Spring.
    10. Steve Evans & Doroteya Vladimirova & Maria Holgado & Kirsten Van Fossen & Miying Yang & Elisabete A. Silva & Claire Y. Barlow, 2017. "Business Model Innovation for Sustainability: Towards a Unified Perspective for Creation of Sustainable Business Models," Business Strategy and the Environment, Wiley Blackwell, vol. 26(5), pages 597-608, July.
    11. World Bank, 2018. "The World Bank Annual Report 2018 [Informe Anual 2018 del Banco Mundial]," World Bank Publications - Books, The World Bank Group, number 30326, December.
    12. Gleim, Mark R. & Smith, Jeffery S. & Andrews, Demetra & Cronin, J. Joseph, 2013. "Against the Green: A Multi-method Examination of the Barriers to Green Consumption," Journal of Retailing, Elsevier, vol. 89(1), pages 44-61.
    13. Ebru E. Saygili & Yucel Ozturkoglu & Mehmet C. Kocakulah, 2017. "End Users' Perceptions of Critical Success Factors in ERP Applications," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 13(4), pages 58-75, October.
    14. Clyde Eiríkur Hull & Sandra Rothenberg, 2008. "Firm performance: the interactions of corporate social performance with innovation and industry differentiation," Strategic Management Journal, Wiley Blackwell, vol. 29(7), pages 781-789, July.
    15. World Commission on Environment and Development,, 1987. "Our Common Future," OUP Catalogue, Oxford University Press, number 9780192820808.
    16. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    17. Hitt, Michael A. & Collins, Jamie D., 2007. "Business ethics, strategic decision making, and firm performance," Business Horizons, Elsevier, vol. 50(5), pages 353-357.
    18. Ailawadi, Kusum L. & Neslin, Scott A. & Luan, Y. Jackie & Taylor, Gail Ayala, 2014. "Does retailer CSR enhance behavioral loyalty? A case for benefit segmentation," International Journal of Research in Marketing, Elsevier, vol. 31(2), pages 156-167.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yücel Öztürkoğlu, 2020. "A Different Approach to Nurse Scheduling Problem: Lagrangian Relaxation," Alphanumeric Journal, Bahadir Fatih Yildirim, vol. 8(2), pages 237-248, December.
    2. Francisco Javier Forcadell & Elisa Aracil & Fernando Ubeda, 2020. "Using reputation for corporate sustainability to tackle banks digitalization challenges," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2181-2193, September.
    3. Die Hu & Lu Qiu & Maoyan She & Yu Wang, 2021. "Sustaining the sustainable development: How do firms turn government green subsidies into financial performance through green innovation?," Business Strategy and the Environment, Wiley Blackwell, vol. 30(5), pages 2271-2292, July.
    4. Sara Perotti & Lorenzo Bruno Prataviera & Marco Melacini, 2022. "Assessing the environmental impact of logistics sites through CO2eq footprint computation," Business Strategy and the Environment, Wiley Blackwell, vol. 31(4), pages 1679-1694, May.
    5. Anchal Gupta & Rajesh Kumar Singh & Sachin Kr Mangla, 2022. "Evaluation of logistics providers for sustainable service quality: Analytics based decision making framework," Annals of Operations Research, Springer, vol. 315(2), pages 1617-1664, August.
    6. Francisco Javier Villegas Pinuer & Joan Llonch Andreu & Pilar López Belbeze & Leslier Valenzuela-Fernández, 2021. "Waste Management. The Disconnection between Normative and SMEs Reality," Sustainability, MDPI, vol. 13(4), pages 1-20, February.
    7. Hua Cheng & Yinhong Yu & Shiyu Zhang, 2024. "Subsidies, green innovation, and the sustainable performance: evidence from heavy-polluting enterprises in China," Journal of Environmental Studies and Sciences, Springer;Association of Environmental Studies and Sciences, vol. 14(1), pages 102-116, March.
    8. Agnieszka Karman & Viktor Prokop & Carlo Giglio & Fazal Ur Rehman, 2024. "Has the Covid‐19 pandemic jeopardized firms' environmental behavior? Bridging green initiatives and firm value through the triple bottom line approach," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(1), pages 375-395, January.
    9. Arpita Joardar & Joseph Sarkis, 2021. "An examination of sustainable development of supply chain using foreignness perspective," Business Strategy and the Environment, Wiley Blackwell, vol. 30(1), pages 630-642, January.
    10. Henryk Wojtaszek & Ireneusz Miciuła & Miłosz Gac & Dominik Kabus & Robert Balcerzyk & Jerzy Będźmirowski & Anna Kowalczyk, 2023. "Social and Environmental Responsibility Manager on the Example of Companies from Poland and Germany," Sustainability, MDPI, vol. 15(19), pages 1-26, September.
    11. Angelos Pantouvakis & Anastasia Gerou, 2022. "The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability," Sustainability, MDPI, vol. 14(15), pages 1-16, August.
    12. Nguyen Huy Khanh & Hoang Thuy Dam Luong, 2022. "Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam," Management & Marketing, Sciendo, vol. 17(3), pages 272-291, September.
    13. Peggy M. L. Ng & Tai Ming Wut & Kam Kong Lit & Cherry T. Y. Cheung, 2022. "Drivers of corporate social responsibility and firm performance for sustainable development—An institutional theory approach," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(4), pages 871-886, July.
    14. Ahmed Hussein Ali & Ani Melkonyan & Bernd Noche & Tim Gruchmann, 2021. "Developing a Sustainable Logistics Service Quality Scale for Logistics Service Providers in Egypt," Logistics, MDPI, vol. 5(2), pages 1-15, April.
    15. Pei‐Ju Wu & Chun‐Kai Yang, 2021. "Sustainable development in aviation logistics: Successful drivers and business strategies," Business Strategy and the Environment, Wiley Blackwell, vol. 30(8), pages 3763-3771, December.
    16. George Lăzăroiu & Luminița Ionescu & Mihai Andronie & Irina Dijmărescu, 2020. "Sustainability Management and Performance in the Urban Corporate Economy: A Systematic Literature Review," Sustainability, MDPI, vol. 12(18), pages 1-13, September.
    17. Junlong Chen & Chaoqun Sun & Jiali Liu, 2022. "Corporate social responsibility, consumer sensitivity, and overcapacity," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(2), pages 544-554, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jia Xu & Jiuchang Wei & Liangdong Lu, 2019. "Strategic stakeholder management, environmental corporate social responsibility engagement, and financial performance of stigmatized firms derived from Chinese special environmental policy," Business Strategy and the Environment, Wiley Blackwell, vol. 28(6), pages 1027-1044, September.
    2. Wang, Kai & Li, Tingting & San, Ziyao & Gao, Hao, 2023. "How does corporate ESG performance affect stock liquidity? Evidence from China," Pacific-Basin Finance Journal, Elsevier, vol. 80(C).
    3. João Valsecchi Ribeiro de Souza & Adriana Marotti de Mello & Roberto Marx, 2019. "When Is an Innovative Urban Mobility Business Model Sustainable? A Literature Review and Analysis," Sustainability, MDPI, vol. 11(6), pages 1-18, March.
    4. Vinicius Minatogawa & Matheus Franco & Izabela Simon Rampasso & Maria Holgado & Diego Garrido & Hernan Pinto & Ruy Quadros, 2022. "Towards Systematic Sustainable Business Model Innovation: What Can We Learn from Business Model Innovation," Sustainability, MDPI, vol. 14(5), pages 1-35, March.
    5. David Teh & Tehmina Khan & Brian Corbitt & Chin Eang Ong, 2020. "Sustainability strategy and blockchain-enabled life cycle assessment: a focus on materials industry," Environment Systems and Decisions, Springer, vol. 40(4), pages 605-622, December.
    6. Ho, Ly & Bai, Min & Lu, Yue & Qin, Yafeng, 2021. "The effect of corporate sustainability performance on leverage adjustments," The British Accounting Review, Elsevier, vol. 53(5).
    7. Kyungho Kim, 2018. "Proactive versus Reactive Corporate Environmental Practices and Environmental Performance," Sustainability, MDPI, vol. 10(1), pages 1-19, January.
    8. Schöll, Michaela, 2017. "Three Essays on Sustainable Supply Chain Management – Towards Sustainable Supplier Selection and Sustainable Sourcing," EconStor Theses, ZBW - Leibniz Information Centre for Economics, number 172463, July.
    9. Wójcik Piotr, 2018. "The business case for corporate social responsibility: A literature overview and integrative framework," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 26(1), pages 121-148, March.
    10. Marcus Wagner, 2010. "Corporate Social Performance and Innovation with High Social Benefits: A Quantitative Analysis," Journal of Business Ethics, Springer, vol. 94(4), pages 581-594, July.
    11. Sudhanshu Gupta & Richa Agrawal, 2018. "Environmentally Responsible Consumption: Construct Definition, Scale Development, and Validation," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(4), pages 523-536, July.
    12. Mark Anthony Camilleri, 2017. "Corporate sustainability and responsibility: creating value for business, society and the environment," Asian Journal of Sustainability and Social Responsibility, Springer, vol. 2(1), pages 59-74, September.
    13. Suparak Suriyankietkaew & Phallapa Petison, 2019. "A Retrospective and Foresight: Bibliometric Review of International Research on Strategic Management for Sustainability, 1991–2019," Sustainability, MDPI, vol. 12(1), pages 1-27, December.
    14. Francesca Bartolacci & Andrea Caputo & Michela Soverchia, 2020. "Sustainability and financial performance of small and medium sized enterprises: A bibliometric and systematic literature review," Business Strategy and the Environment, Wiley Blackwell, vol. 29(3), pages 1297-1309, March.
    15. Lu, Hao & Oh, Won-Yong & Kleffner, Anne & Chang, Young Kyun, 2021. "How do investors value corporate social responsibility? Market valuation and the firm specific contexts," Journal of Business Research, Elsevier, vol. 125(C), pages 14-25.
    16. Szymon Zaleski & Rafał Michalski, 2021. "Success Factors in Sustainable Management of IT Service Projects: Exploratory Factor Analysis," Sustainability, MDPI, vol. 13(8), pages 1-28, April.
    17. Mohammad Fattahi, 2020. "A data-driven approach for supply chain network design under uncertainty with consideration of social concerns," Annals of Operations Research, Springer, vol. 288(1), pages 265-284, May.
    18. Ivana Mijatovic & Milica Maricic & Ana Horvat, 2019. "The Factors Affecting the Environmental Practices of Companies: The Case of Serbia," Sustainability, MDPI, vol. 11(21), pages 1-17, October.
    19. Sunhee Choi & Sangno Lee, 2020. "Eco-Packaging and its Market Performance: UPC-level Sales, Brand Spillover Effects, and Curvilinearity," Sustainability, MDPI, vol. 12(21), pages 1-14, October.
    20. Thi Thu Hien Phan & Hiep Xuan Tran & Trung Thanh Le & Ninh Nguyen & Simon Pervan & Manh Dung Tran, 2020. "The Relationship between Sustainable Development Practices and Financial Performance: A Case Study of Textile Firms in Vietnam," Sustainability, MDPI, vol. 12(15), pages 1-20, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:bstrat:v:29:y:2020:i:3:p:1504-1516. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://onlinelibrary.wiley.com/journal/10.1002/(ISSN)1099-0836 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.