Logistics strategy as a competitive tool for firm performance: The moderating effect of customer service effectiveness

  • Conrad Ochego Mogaka Department of Procurement and Logistics, School of Entrepreneurship, Procumbent and Management, Jomo Kenyatta University of Agriculture and Technology, P.O. Box 62 000 – 00200 Nairobi, Kenya
  • Wycliffe Arani Faculty of Business and Economics, Multimedia University of Kenya, P.O BOX 15653- 00503 Nairobi, Kenya

Abstract

The goal of this research paper is to explore logistics strategy as a competitive tool for firm performance; the moderating effect of effectiveness of customer service: by presenting academic and practical advantages by explaining the preceding and suggesting a forward-looking research agenda based on a conceptual framework for competitiveness in logistics strategy. For support today's logistics managers and scholars, a literature review is established for scrutinize what was previously studied and what needs to be examined. From a focal firm perspective, the research expands the understanding of logistics strategy as a competitive tool while linking customer service effectiveness and the limitations for eventual research.


Design/Methodology/Approach: This study utilizes a systematic literature review to design a suggested conceptual framework for a research agenda on a competitive tool for firm performance on the subject of logistics strategy; the moderating effect of effectiveness of customer service.


Findings: The research paper provides insights into deficiencies in the current logistics strategy literature. The research paper explicitly recommends exploring the logistics strategy as it relates to expected and actual performance moderated by the effectiveness of customer service.


Research limitations/implications: This article makes several unique literature contributions. First it offers the first comprehensive concise overview of the core concepts used for the logistics strategy in the current research. Next, three particular strategies that influence firm performance are examined. Third it explores the customer service effectiveness' moderating effect. Fourth as a competitive tool unnoticed problems are then exposed as ideas for potential research in logistics strategy. Eventually, when carrying out a similar exercise, the approach used to perform the systematic literature review can be used as a model for potential researchers.


Practical implications: Contemporary research is aimed at providing a research group that address the needs of modern corporate executives.


Originality/value: As a competitive tool for firm performance, the article presents a suggested conceptual framework for logistics strategy; the moderating effect of customer service effectiveness.

Published
Apr 26, 2020
How to Cite
MOGAKA, Conrad Ochego; ARANI, Wycliffe. Logistics strategy as a competitive tool for firm performance: The moderating effect of customer service effectiveness. Journal of Sustainable Development of Transport and Logistics, [S.l.], v. 5, n. 1, p. 56-65, apr. 2020. ISSN 2520-2979. Available at: <https://jsdtl.sciview.net/index.php/jsdtl/article/view/89>. Date accessed: 15 aug. 2020. doi: http://dx.doi.org/10.14254/jsdtl.2020.5-1.6.
Section
Articles