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Title:A Framework for adopting a sustainable reverse logistics service quality for reverse logistics service providers : a systematic literature review
Authors:ID Dabees, Ahmed (Author)
ID Barakat, Mahmoud (Author)
ID El Barky, Sahar Sobhy (Author)
ID Lisec, Andrej (Author)
Files:.pdf Dabees-2023-A_Framework_for_Adopting_a_Sustain.pdf (2,45 MB)
MD5: 82882F53F05865E52F2C919277852C3E
 
URL https://doi.org/10.3390/su15031755
 
Language:English
Work type:Scientific work
Typology:1.02 - Review Article
Organization:FL - Faculty of Logistic
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:sustainability, reverse logistics, sustainable reverse logistics service quality, customer satisfaction, operational risk
Publication status:Published
Publication version:Version of Record
Submitted for review:12.12.2022
Article acceptance date:10.01.2023
Publication date:17.02.2023
Publisher:MDPI
Year of publishing:2023
Number of pages:Str. 1-16
Numbering:Letn. 15, Št. 3, št. članka 1755
PID:20.500.12556/DKUM-88057 New window
UDC:658:502.174.1
ISSN on article:2071-1050
COBISS.SI-ID:142740739 New window
DOI:10.3390/su15031755 New window
Publication date in DKUM:09.04.2024
Views:146
Downloads:4
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Categories:Misc.
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Record is a part of a journal

Title:Sustainability
Shortened title:Sustainability
Publisher:MDPI
ISSN:2071-1050
COBISS.SI-ID:5324897 New window

Licences

License:CC BY 4.0, Creative Commons Attribution 4.0 International
Link:http://creativecommons.org/licenses/by/4.0/
Description:This is the standard Creative Commons license that gives others maximum freedom to do what they want with the work as long as they credit the author.
Licensing start date:17.01.2023

Secondary language

Language:Slovenian
Keywords:trajnost, povratna logistika, trajnostna povratna logistika, kakovost storitev, zadovoljstvo strank, operativno tveganje


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