ǂA ǂFramework for adopting a sustainable reverse logistics service quality for reverse logistics service providers

ǂa ǂsystematic literature review

Ahmed Dabees (Author), Mahmoud Barakat (Author), Sahar Sobhy El Barky (Author), Andrej Lisec (Author)

Abstract

Reverse logistics has become a competitive need for sustainability. Lack of resources to apply reverse logistics solutions has severely impacted many supply chains’ costs and customer service, making it impossible to meet the expectations of return processing. In those conditions, client demands for higher service quality are the main drivers of effective sustainability operations. This study aims to establish the sustainable reverse logistics service quality (SRLSQ) theoretical framework offered by reverse logistics services providers (RLSPs). The study conducts a systematic methodology protocol by examining reliable academic periodicals using PRISMA guidelines based on the research scope and identified 56 papers from 2011–2022, with the main research focus on SSQ and RLSQ dimensions to develop a research framework. By re-evaluating those factors using the SRLSQ framework and by including sustainability into the service quality approach, this study expanded the practicability of reverse logistic service quality and sustainable service quality. The results point to a knowledge gap when it comes to quantifying the impact of reverse logistics operation process through a triple bottom line approach on customer outcomes, relationship quality (RQ), and mediation of operation risk factor, which could be examined within various contexts in subsequent work.

Keywords

trajnost;povratna logistika;trajnostna povratna logistika;kakovost storitev;zadovoljstvo strank;operativno tveganje;sustainability;reverse logistics;sustainable reverse logistics service quality;customer satisfaction;operational risk;

Data

Language:	English
Year of publishing:	2023
Typology:	1.02 - Review Article
Organization:	UM FL - Faculty of Logistics
Publisher:	MDPI
UDC:	658:502.174.1
COBISS:	142740739
ISSN:	2071-1050
Views:	6
Downloads:	0
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	Slovenian
Secondary keywords:	trajnost;povratna logistika;trajnostna povratna logistika;kakovost storitev;zadovoljstvo strank;operativno tveganje;
Type (COBISS):	Scientific work
Pages:	str. 1-16
Volume:	ǂVol. ǂ15
Issue:	ǂissue ǂ3, [article no. 1755]
Chronology:	Feb. 2023
DOI:	10.3390/su15031755
ID:	23384933