Logistics service performance

Kee-hung Lai, Jinan Shao, Yongyi Shou

Research output: Chapter in Book/Conference proceedingBook Chapterpeer-review

1 Citation (Scopus)


To cope with fierce market competition, firms are increasingly attentive to the needs of customers and are constantly seeking ways to satisfy their growing expectations, particularly for the less tangible service aspects of their offerings. Many of them have identified logistics as an important area for improving their service performance. In this article, we discuss the need of firms to understand customer requirements with respect to the seven “Rights” in logistics management and to satisfy them fully. They also need to respond to the varying service requirements of different customer segments, so as to design and deliver the types and levels of logistics services catering to their specific needs. For future directions, we discuss the emerging technological applications and environmental concerns for logistics service performance.
Original languageEnglish
Title of host publicationInternational Encyclopedia of Transportation
Subtitle of host publicationVolume 1-7
EditorsRoger Vickerman
Place of PublicationAmsterdam
Number of pages5
ISBN (Electronic)9780081026724
ISBN (Print)9780081026717
Publication statusPublished - 2021


  • Customer segments
  • Green logistics
  • Logistics efficiency
  • Logistics operations
  • Logistics service level
  • Logistics service performance
  • Performance improvement
  • Product availability
  • Service quality
  • Technological adoption

ASJC Scopus subject areas

  • General Social Sciences


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