Purpose: This research focuses on the role of customer behavior in service outsourcing relationships that are governed by outcome-oriented contracts. The purpose of this paper is to explain how non-collaborative customer behavior impedes the effectiveness of outcome-oriented contracts to align...

One of the most important problems in the petroleum industry is the well-known petrol station replenishment problem with time windows, which calls for the determination of optimal routes by using a fleet of tank trucks to serve a set of petrol stations over a given planning horizon. In this...

Purpose: The rapid advancement of digital technologies has fundamentally changed the competitive dynamics of the logistics service industry and forced incumbent logistics service providers (LSPs) to digitalize. As many LSPs still struggle in advancing their digital transformation (DT), the...

Purpose: The study aims to develop an organizational culture typology and explore how different logistics service provider (LSP) and customer archetypes interact to generate performance improvements in logistics outsourcing relationships. Design/methodology/approach: A multiple case study...

Considerable research on merchandise returns has looked at marketing elements of the sales process (e.g., product display) and how they influence returns. However, marketing and order fulfillment processes are temporally decoupled in remote purchase situations such as online retail. While both...