Towards a holistic approach to logistics quality deficiencies

Purpose – The first purpose of this paper is to define the relevant types of logistics quality deficiencies (LQDs) in the dyadic order fulfillment process. The second purpose is to find the variables for measuring the different types of LQDs. Design/methodology/approach – This conceptual paper is based on a literature review. Findings – Approaching LQDs means an expanded application for quality deficiencies in two ways. First, processes are addressed instead of products. Second, the narrow internal scope is widened to encompass also the customer. This implies an expansion of quality deficiency approaches. The established typology of external and internal quality deficiencies was found to be insufficient when an inter‐organizational process in a dyad was addressed. New inter‐organizational logistics quality deficiencies were found. Research limitations/implications – The implications of this paper are mainly theoretical, conceptualizing a phenomenon and providing a foundation for further theoretical and empirical research. Practical implications – This article has shown the complex interplay of a number of performance and accomplishment LQDs. The first foundation for empirical measurement of LQDs in the dyadic order fulfillment process is laid. Originality/value – Conceptual frameworks for logistics quality deficiencies are seldom found.