IDEAS home Printed from https://ideas.repec.org/a/eee/proeco/v113y2008i1p205-222.html
   My bibliography  Save this article

An expanded model of logistics service quality: Incorporating logistics information technology

Author

Listed:
  • Bienstock, Carol C.
  • Royne, Marla B.
  • Sherrell, Dan
  • Stafford, Thomas F.

Abstract

This paper discusses recent developments in understanding and measuring logistics service quality (LSQ) and incorporates a framework (technology acceptance model (TAM)) to assess logistics information technology use and acceptance as an essential component of an expanded model of LSQ. The results of our empirical test of the expanded model of LSQ provide an interesting contrast to earlier TAM research with respect to the relationship of the two main TAM constructs of perceived ease of use (PEOU) and perceived usefulness (PU) of information technology with intentions to use information technology tools. Whereas previous TAM research has demonstrated PU as the stronger of the two constructs, our results provided evidence of approximately equal relationships between these two constructs and intentions to use information technology tools. Theoretical and managerial implications of these and other findings are discussed, along with suggestions for future research in this important area.

Suggested Citation

  • Bienstock, Carol C. & Royne, Marla B. & Sherrell, Dan & Stafford, Thomas F., 2008. "An expanded model of logistics service quality: Incorporating logistics information technology," International Journal of Production Economics, Elsevier, vol. 113(1), pages 205-222, May.
    • Handle: RePEc:eee:proeco:v:113:y:2008:i:1:p:205-222
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0925-5273(07)00254-X
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    3. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    4. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    5. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    6. Shirley Taylor & Peter A. Todd, 1995. "Understanding Information Technology Usage: A Test of Competing Models," Information Systems Research, INFORMS, vol. 6(2), pages 144-176, June.
    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. Zeng, Fangli & Chan, Hing Kai & Pawar, Kulwant, 2020. "The adoption of open platform for container bookings in the maritime supply chain," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 141(C).
    2. Gunasekaran, Angappa & Subramanian, Nachiappan & Papadopoulos, Thanos, 2017. "Information technology for competitive advantage within logistics and supply chains: A review," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 99(C), pages 14-33.
    3. 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.
    4. Magni, Domitilla & Scuotto, Veronica & Pezzi, Alberto & Giudice, Manlio Del, 2021. "Employees’ acceptance of wearable devices: Towards a predictive model," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    5. Yi Jiang & Polin Lai & Chia-Hsun Chang & Kum Fai Yuen & Sihang Li & Xinchen Wang, 2021. "Sustainable Management for Fresh Food E-Commerce Logistics Services," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
    6. Smith, Rachel & Deitz, George & Royne, Marla B. & Hansen, John D. & Grünhagen, Marko & Witte, Carl, 2013. "Cross-cultural examination of online shopping behavior: A comparison of Norway, Germany, and the United States," Journal of Business Research, Elsevier, vol. 66(3), pages 328-335.
    7. Abu Elnasr E. Sobaih & Ahmed AlSaif, 2023. "Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference?," Logistics, MDPI, vol. 7(4), pages 1-15, December.
    8. Yew Wong, Chee & Karia, Noorliza, 2010. "Explaining the competitive advantage of logistics service providers: A resource-based view approach," International Journal of Production Economics, Elsevier, vol. 128(1), pages 51-67, November.
    9. Irina Dovbischuk, 2023. "Sustainability in Logistics Service Quality: Evidence from Agri-Food Supply Chain in Ukraine," Sustainability, MDPI, vol. 15(4), pages 1-12, February.
    10. Zeng, Fangli & Chan, Hing Kai & Pawar, Kulwant, 2021. "The effects of inter- and intraorganizational factors on the adoption of electronic booking systems in the maritime supply chain," International Journal of Production Economics, Elsevier, vol. 236(C).
    11. Umer Mukhtar & Suleman Anwar, 2016. "Outcome, interaction, environment and relationship quality in service quality interfaces gaps and supply chain competitiveness: a conceptual framework," International Journal of Business Forecasting and Marketing Intelligence, Inderscience Enterprises Ltd, vol. 2(3), pages 248-268.
    12. Yeung, Kwong & Zhou, Honggeng & Yeung, Andy C.L. & Cheng, T.C.E., 2012. "The impact of third-party logistics providers' capabilities on exporters' performance," International Journal of Production Economics, Elsevier, vol. 135(2), pages 741-753.
    13. Ilyas Masudin & Yulyetha Kurnia Putri Hanifah & Shanty Kusuma Dewi & Dian Palupi Restuputri & Dwi Iryaning Handayani, 2022. "Customer Perception of Logistics Service Quality Using SIPA and Modified Kano: Case Study of Indonesian E-Commerce," Logistics, MDPI, vol. 6(3), pages 1-23, July.
    14. Gamze Arabelen & Hasan Tolga Kaya, 2021. "Assessment of logistics service quality dimensions: a qualitative approach," Journal of Shipping and Trade, Springer, vol. 6(1), pages 1-13, December.
    15. Hsu, Wen-Kai K. & Huang, Show-Hui S. & Yu, Hong-Fwu, 2009. "Shipper behavior to use EC services in liner shipping," International Journal of Production Economics, Elsevier, vol. 122(1), pages 56-66, November.
    16. Prassida, Grandys Frieska & Hsu, Ping-Yu, 2022. "The harmonious role of channel integration and logistics service in Omnichannel retailing: The case of IKEA," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).

    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. Wai-Ming To & Peter K C Lee & King-Hang Lam, 2018. "Building professionals’ intention to use smart and sustainable building technologies – An empirical study," PLOS ONE, Public Library of Science, vol. 13(8), pages 1-17, August.
    2. Schoenherr, Tobias, 2023. "Supply chain management professionals’ proficiency in big data analytics: Antecedents and impact on performance," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 169(C).
    3. Christopher R. Plouffe & John S. Hulland & Mark Vandenbosch, 2001. "Research Report: Richness Versus Parsimony in Modeling Technology Adoption Decisions—Understanding Merchant Adoption of a Smart Card-Based Payment System," Information Systems Research, INFORMS, vol. 12(2), pages 208-222, June.
    4. Wen-Lung Shiau & Yogesh K. Dwivedi, 2013. "Citation and co-citation analysis to identify core and emerging knowledge in electronic commerce research," Scientometrics, Springer;Akadémiai Kiadó, vol. 94(3), pages 1317-1337, March.
    5. Paul Juinn Bing Tan, 2013. "Applying the UTAUT to Understand Factors Affecting the Use of English E-Learning Websites in Taiwan," SAGE Open, , vol. 3(4), pages 21582440135, October.
    6. Garima Malik & A. Sajeevan Rao, 2019. "Extended expectation-confirmation model to predict continued usage of ODR/ride hailing apps: role of perceived value and self-efficacy," Information Technology & Tourism, Springer, vol. 21(4), pages 461-482, December.
    7. Javad Shahreki & Jaya Ganesan & Kavitha Raman & Audrey Lim Li Chin & Tee Suan Chin, 2019. "The effect of human resource information system application on employee satisfaction and turnover intention," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 7(2), pages 1462-1479, December.
    8. Nistor, Cristian, 2013. "A conceptual model for the use of social media in companies," MPRA Paper 44224, University Library of Munich, Germany.
    9. Francisco Rejón-Guardia & Juán Sánchez-Fernández & Francisco Muñoz-Leiva, 2011. "Motivational Factors that influence the Acceptance of Microblogging Social Networks: The µBAM Model," FEG Working Paper Series 06/11, Faculty of Economics and Business (University of Granada).
    10. Sanjeev Verma, 2015. "Harnessing the Benefit of Social Networking Sites for Intentional Social Action: Determinants and Challenges," Vision, , vol. 19(2), pages 104-111, June.
    11. Muhammad Ali & Syed Ali Raza & Chin-Hong Puah & Mohd Zaini Abd Karim, 2017. "Islamic home financing in Pakistan: a SEM-based approach using modified TPB model," Housing Studies, Taylor & Francis Journals, vol. 32(8), pages 1156-1177, November.
    12. Ángel Valarezo & Rafael López & Teodosio Pérez-Amaral, 2019. "Adoption of e-commerce by individuals and digital divide: Evidence from Spain," Documentos de Trabajo del ICAE 2019-19, Universidad Complutense de Madrid, Facultad de Ciencias Económicas y Empresariales, Instituto Complutense de Análisis Económico.
    13. Al-Qeisi, Kholoud & Dennis, Charles & Alamanos, Eleftherios & Jayawardhena, Chanaka, 2014. "Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology," Journal of Business Research, Elsevier, vol. 67(11), pages 2282-2290.
    14. Chua Chang Jin & Lim Chee Seong & Aye Aye Khin, 2019. "Factors Affecting the Consumer Acceptance towards Fintech Products and Services in Malaysia," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 9(1), pages 59-65, January.
    15. Oghuma, Apollos Patricks & Chang, Younghoon & Libaque-Saenz, Christian Fernando & Park, Myeong-Cheol & Rho, Jae Jeung, 2015. "Benefit-confirmation model for post-adoption behavior of mobile instant messaging applications: A comparative analysis of KakaoTalk and Joyn in Korea," Telecommunications Policy, Elsevier, vol. 39(8), pages 658-677.
    16. Yang, Byunghwa & Kim, Youngchan & Yoo, Changjo, 2013. "The integrated mobile advertising model: The effects of technology- and emotion-based evaluations," Journal of Business Research, Elsevier, vol. 66(9), pages 1345-1352.
    17. Perry, Anna, 2016. "Consumers' acceptance of smart virtual closets," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 171-177.
    18. Arun Rai & Sandra S. Lang & Robert B. Welker, 2002. "Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis," Information Systems Research, INFORMS, vol. 13(1), pages 50-69, March.
    19. Viswanath Venkatesh, 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, INFORMS, vol. 11(4), pages 342-365, December.
    20. Juan F. Tavera Mesías & Juan C. Sánchez Giraldo & Bernardo Ballesteros Díaz, 2011. "Aceptación del E-Commerce en Colombia: un estudio para la ciudad de Medellín," Revista Facultad de Ciencias Económicas, Universidad Militar Nueva Granada, December.

    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:eee:proeco:v:113:y:2008:i:1:p:205-222. 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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/ijpe .

    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.