Purpose – The purpose of this paper is to explore the role of organisational capabilities (dynamic and operational) in the formation of value networks in the context of public transport services. Design/methodology/approach – The theoretical argument is substantiated with qualitative data...

Purpose – The purpose of this paper is to compare small and large motor carriers to determine whether small motor carriers serve a smaller, more concentrated customer base, have owners that are more involved in the customer relationship management process, and earn higher returns usually...

Purpose – The aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with the recent conceptualization of the experience room. Design/methodology/approach – Public transport...

Purpose – The purpose of this paper is to present a framework for purchasing transport services to enable small and medium size enterprises (SMEs) to improve relationships with logistics service providers (LSPs) and enhance their own competitive advantage and profitability. Many SMEs lack...

Purpose – The paper aims to analyse the reasons behind the leadership shown by a case study retailer through the introduction of factory gate pricing (FGP) within the grocery sector. Further, there is an evaluation of the transport management techniques used to support FGP and the operational...

This paper explores the carrier selection problem of choosing either a less‐than‐truckload (LTL) or a multiple‐stop truckload (TL) motor carrier to deliver products. Specifically the paper presents a methodology for analyzing the cost implications of different carrier selection decisions....