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Does B2C online logistics service quality impact urban logistics?

Grant, David B.; Philipp, Bernd


David B. Grant

Bernd Philipp


This paper reports on an in-progress research study regarding the impact of business to consumer (B2C) online logistics service quality (OLSQ) for shopper satisfaction and loyalty on urban logistics across the UK, France and Germany to also investigate country-specific differences of consumer online shopping behaviour and channel strategies. A two-stage approach is adopted consisting of firstly of qualitative research conducted with managers at the producer/retailer interface and secondly a quantitative survey stage targeting consumers as online shoppers to determine how their expectations of OLSQ and associated activities influence their satisfaction and ongoing loyalty. This study should contribute theoretically by considering a B2C setting for OLSQ, which is the final aspect of point-of-origin to point-of-consumption, as most general literature on these topics has been dominated by business to business (B2B) logistical designs, and also identify any discrepancies between consumer expectations or behaviour as it may affect urban logistics solutions. Further, this study should contribute practically by providing managers with an understanding of the components of OLSQ considered critical by consumers.


Grant, D. B., & Philipp, B. (2015). Does B2C online logistics service quality impact urban logistics?. Logistique & management, 23(2), 45-54 .

Acceptance Date Jan 4, 2016
Publication Date 2015-01
Deposit Date Jan 18, 2016
Publicly Available Date Nov 23, 2017
Journal Logistique et management
Print ISSN 1250-7970
Electronic ISSN 2377-9640
Peer Reviewed Not Peer Reviewed
Volume 23
Issue 2
Pages 45-54
Keywords Online logistics service quality (OLSQ), Business to consumer (B2C), Satisfaction, Loyalty, Urban logistics
Public URL
Publisher URL
Additional Information This is an Accepted Manuscript of an article published by Taylor & Francis in Logistique et management on 01/02/2016, available online:


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