ABSTRACT

While shippers including manufacturing firms are having more interests in sustainable management, logistics firms seem to have much lower interests in sustainable management. Due to the continuous pressure of outside stakeholder such as customer and government, shippers might consider the capability of sustainable management of logistics firms when choosing their logistics partners. However, it is not easy for logistics firms to increase the overall capability of sustainable management dramatically because of the limited human and financial resources. Thus, the logistics firms need to focus on the several specific capabilities of sustainable management which can affect the quality of logistics service from the viewpoint of shippers. In this paper, we chose a representative Korean logistics firm and its shippers, and then conducted the quality function deployment (QFD) in order to investigate the relationship between the capability of sustainable management of the logistics firm and the quality of logistics service perceived by the shipper. The research results will be helpful for the Korean logistics firms to decide the relative importance of various capabilities of sustainable management.

KEYWORD

Sustainable Management, Logistics Service Quality, Quality Function Deployment

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