Service innovation of cold chain logistics service providers: A multiple-case study in China

Jing Dai, Wen Che, Jia Jia Lim, Yongyi Shou

Research output: Journal PublicationArticlepeer-review

35 Citations (Scopus)


This exploratory study investigates how cold chain logistics service providers (LSPs) in emerging markets gain competitive advantage through service innovation, and how state ownership and regulatory pressure influence their innovation practices. By applying a multiple-case study research design, this study examines service innovation in four leading cold chain LSPs in China. For each case, specific service innovation practices are documented and coded according to the service innovation framework adapted from previous research. The results show that service innovation is indeed important impetus for cold chain LSPs' superior competitiveness, even though previous research suggested that firms in this industry are not as innovative as others. Cold chain LSPs in emerging markets tend to innovate in providing new value-added and differential service offerings to specific customers, industries or regions. Cross-case analysis also reveals that high state-owned share and regulatory pressure may limit LSPs' capability for investing service innovation and developing novel business models.

Original languageEnglish
Pages (from-to)143-156
Number of pages14
JournalIndustrial Marketing Management
Publication statusPublished - Aug 2020


  • Business model
  • Cold chain logistics
  • Regulatory pressure
  • Service innovation
  • State ownership

ASJC Scopus subject areas

  • Marketing


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