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Applying the RBV theory to explore how fulfilment processes affect digital logistics performance in emerging economies

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  • Zauresh Bolathanovna Akhmetova
  • Assel Kosherbayevna Kozhakhmetova
  • Daniil Ilyich Golubtsov
  • Rysty Bozmanaevna Sartova
  • Joanna Kedziora
  • Beket Kabduovich Kazbekov

Abstract

The rapid growth of e-commerce, accelerated by COVID-19, has challenged logistics operations, prompting companies to adopt fulfilment services to enhance performance. While well-studied in developed countries, their impact in emerging economies remains underexplored. This study examines fulfilment processes in improving digital logistics performance in Kazakhstan using the resource-based view (RBV) theory and a quantitative approach. A survey of 106 logisticians evaluates the relationship between fulfilment processes and key logistics performance indicators (LPIs) through four multiple linear regression models. Results show delivery and inventory management significantly affect production cost growth (0.00*), while delivery strongly influences information support, document turnover (0.00*), and innovative technologies (0.00***). All models are statistically significant (F-values exceed thresholds, significance F < 0.05). Findings provide insights into logistics dynamics in developing markets, emphasising the role of fulfilment processes in operational efficiency and customer satisfaction.

Suggested Citation

  • Zauresh Bolathanovna Akhmetova & Assel Kosherbayevna Kozhakhmetova & Daniil Ilyich Golubtsov & Rysty Bozmanaevna Sartova & Joanna Kedziora & Beket Kabduovich Kazbekov, 2026. "Applying the RBV theory to explore how fulfilment processes affect digital logistics performance in emerging economies," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 17(3), pages 338-354.
    • Handle: RePEc:ids:injsem:v:17:y:2026:i:3:p:338-354
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