This study identifies Critical Success Factors (CSFs) for implementing Big Data Analytics (BDA) for sustainable logistics practices in the context of an emerging economy. Through a combination of literature review and experts' opinions, the study identifies 18 CSFs essential for the effective application of BDA in the logistics sector. The identified CSFs are further classified into four major categories: Organizational Efforts (OE), Technological Capabilities (TC), Environmental Practices (EP), and Social Factors (SF) using TOE and stakeholders theory. With the help of experts, the identified CSFs are later ranked using the Best-Worst Method (BWM). A real-life Indian logistics company is studied to comprehend its existing operations, technological abilities, workforce competencies, and organizational environment. Further, the Graph Theory Matrix Approach (GTMA) is used to develop a sustainability index for analyzing the case study and expert remarks. The prioritization of CSFs under different categories can guide logistics companies in implementing BDA to achieve sustainability in logistics. The findings from the study reflect that OE and TC are the most important CSFs. The sustainability index value guides the evaluation of the current sustainability of the case company and assists in improving performance by benchmarking the best index values of the same industry. Logistics companies can learn from benchmarked companies and can adopt their strategies for achieving goals, simultaneously considering the ranking of identified CSFs for implementing BDA.

Around 196 countries committed to become part of United Nation’s Framework Convention on Climate Change (UNFCC) through Paris Agreement and pledged to achieve carbon neutrality goals by 2050. The organizations have recognised the importance of digital technologies for achieving sustainable goals. To accelerate the transition to low-carbon energy systems, to best of author’s knowledge, this is the first attempt which addresses issues of BCT for decarbonization in logistics sector in developing economy using theories like TOE (technological, organizational and environmental) and IRT (Innovation resistance theory). A comprehensive literature review was undertaken using PRISMA to recognise the barriers linked to the blockchain technology adoption for reducing carbon emissions. To prioritize these barriers, inputs from ten experts belonging to different industry verticals and academics were taken. Ordinal Priority approach (OPA) is used to prioritise them. Further, the cause-and-effect relationship among the listed barriers is established using Decision-Making Trial and Evaluation Laboratory (DEMATEL) technique. A real-life case illustration on Indian logistics company has been considered and the barrier intensity index is computed using Graph Theory Matrix approach (GTMA) for the case company. The results suggest that ‘Organizational Barriers’ are the most crucial category of barriers followed by ‘Environmental Barriers’. The results also show that the organizational barriers and environmental barriers belong to the cause group whereas technical and risk barriers are the part of the effect group. Based on the findings of GTMA, it has been observed that the overall barrier intensity index for the case company lies close to the centre of the worst and best theoretical values. The intensity index value will help case company to position themselves properly to formulate new strategies for secured and carbon neutral operations. Researchers and supply chain practitioners can devise new strategies and policies for achieving net zero goals by understanding the interplay between blockchain technology, organizational policies, and environmental outcomes. This research work can contribute to provide distinct perspective to look upon the BCT adoption issues in developing countries and can assist logistics industry stakeholders to plan and design new integrated BCT systems with carbon reduction initiatives.

During COVID-19 pandemic, the logistics sector has witnessed supply chain disruptions all across the globe. Digitalisation and sustainable solutions have become the priority for the logistics companies to deal with this crisis situation. Managing logistic operations for sustainability has become a major challenge. Therefore, the main objective of the study is to identify the critical success factors (CSFs) for achieving circular economy goals through emerging technologies during this pandemic. The most important factors, which will impact sustainability goals through the use of technologies are extracted from the literature review and then finalised after discussion with supply chain professionals. The importance rating of critical success factors for achieving CE goals is found using Best-Worst Method (BWM). The novelty of this study lies in exploring applications of emerging technologies for achieving circular economy goals in logistics sectors during COVID 19 pandemic. These factors are further prioritised from strategy perspectives. The prioritisation of CSFs will help logistics companies in developing strategies for digitalisation and achieving sustainable goals during the uncertain business environment. It will also contribute to formulating effective policies for long-term business continuity through technological and sustainable achievement.

PurposeMicro, small and medium enterprises (MSMEs) are facing major difficulties with working capital, need of digitalisation and lack of skilled workforce during this crisis situation. Managing resilience post pandemic is again a huge challenge for MSMEs. Therefore, the main objective of the study is to identify the critical barriers for recovery of MSMEs from the pandemic outbreak and recommending potential solutions for avoiding vulnerabilities.Design/methodology/approachThe most significant barriers, which will impact MSMEs resilience issues are extracted from vast literature review, discussed with nine experts from MSMEs and further categorised into organisational, operational and technical barriers. Best–worst method (BWM) has been used to find the importance rating of barriers for developing resilience in MSMEs.FindingsIt can be observed that the organisational barriers (0.507) are the most significant, followed by operational barriers (0.300) and then, technological barriers (0.192). Liquidity crunch and inadequate technical skills of employees are the most significant barriers for MSMEs resilience during COVID-19, whereas fluctuation in input cost, unavailability of containers on time and decreased process efficiency are the least significant barriers for recovering MSMEs post COVID-19.Practical implicationsFindings imply that MSMEs should try to overcome major barriers such as resource constraints, lack of skills and knowledge and inefficient inventory planning.Originality/valueFindings of study will be of immense use for MSMEs in efficient management of operations and in developing resilience during uncertain business environment.

Purpose The purpose of this study is to identify factors that are important for logistics organizations from the perspective of manpower readiness for digitization of logistics operations. The study also prioritizes the identified factors and also evaluates the readiness index of manpower for the digitalization of logistics processes. Design/methodology/approach The factors for manpower readiness are identified through literature review and analysis of a case study. Three major categories of factors are identified. These are organizational, behavioural and technological factors. Under these three major categories of factors, 18 sub-factors are identified. Thereafter, with experts' inputs, the factors are prioritized using Fuzzy analytic hierarchy process (AHP). Further, a case illustration of an Indian logistics company has been taken to understand the current processes, technical capabilities, manpower skills and organization culture. After the case analysis and expert inputs, the manpower readiness index has been evaluated by using graph theory matrix approach (GTMA). Findings The prioritization of manpower readiness factors has been done using Fuzzy AHP. Organizational factors are found to be the most important factors which require quick attention. Sub-factors that are most important for building competencies in the logistics sector are providing the right training on functional skill development (0.129), top management support and commitment for digitalization (0.117), and organizational culture for process digitalization (0.114), etc. Finally, framework for evaluation of manpower readiness index for logistics operations in the digital age has been illustrated for a case company. Practical implications Indian logistics companies can benchmark their readiness index with respect to the best in the industry. Based on the readiness index, logistics companies can analyse their position, gaps from best and worst and can also identify potential areas for improvement. Originality/value The novelty of the study lies in the development of a framework for manpower readiness for digitalization in the logistics sector. In literature, this field is very less researched and provides the scope for developing strategies for improving manpower competencies for Industry 4.0. Logistics companies can improve their performance by making their manpower ready based on results obtained for readiness index.

PurposeThis study aims to identify service quality dimensions for logistics service providers (LSPs) and to examine their relationships with customer satisfaction and customer loyalty.Design/methodology/approachService quality dimensions are identified from vast literature review. Customers who take services from LSPs were surveyed to collect data on basis of developed survey instrument. Structural Equation Modelling (SEM) is applied to test the proposed research hypotheses.FindingsThe study shows that all the five service quality constructs, i.e. “Operational Quality”, “Resource Quality”, “Information Quality”, “Personnel Contact Quality” and “Customization and Innovation Quality” have direct relationship with customer satisfaction. They also have indirect relationship with customer loyalty, implying the full mediation of customer satisfaction.Practical implicationsThe results of the study suggest that the logistics service quality (LSQ) can be measured multi-dimensionally. It provides clear implications to LSPs for improvement of service quality. The present research work is expected to be useful for both, logistics service providers and the customer organizations, which take services from LSPs. LSPs can develop strategies to improve their service quality on basis of findings from this study.Originality/valueThe present research will help in extending the existing literature on service quality in context to LSPs.

The purpose of this study is to understand the various barriers faced by the Indian SMEs, in integrating the modern technology of Industry 4.0. From vast literature review, a list of challenges has been identified in various fields of SMEs like, smart production, logistics, sustainable supply chain etc. After interviewing with industry experts and conducting a survey, the inputs for barriers were identified and ranked using ISM for understanding the criticality and contextual relationship among them. While many SMEs are trying to cope up with the emerging technology, most SMEs in India lack the basic operational ability in terms of IT technology, real time monitoring of the processes, inter-connectivity of different domains of supply chain along with other challenges. Overcoming these challenges is very crucial for Indian SMEs, in moving towards the I4.0. Businesses improve their future plans by considering these challenges and devising a strategy to overcome it. Also, the dependability of different barriers on each other, which is quantified using MICMAC analysis, is a step forward in understanding these barriers better.

Purpose The purpose of this study is to analyze sustainability issues in the context of logistics service providers (LSPs) and to evaluate the sustainability index of an LSP in the Indian scenario. Design/methodology/approach The case study method is used to understand the sustainability issues of an Indian LSP. The situation–actor–process (SAP) and learning–action–performance (LAP) framework has been applied to critically examine the sustainability issues of the case organization. The information about the case study is collected from both primary and secondary sources, and a detailed analysis of different sustainability issues in the context of an Indian case has been done. The sustainability index for the case organization has been also evaluated. Findings It can be observed from the in-depth case analysis that LSPs have started making use of green practices for long-term sustainability, but adoption is very slow in developing countries such as India. Based on SAP-LAP analysis of an Indian LSP, suitable actions are recommended for improving the performance of LSPs. Practical implications Adoption of sustainable practices by LSPs can lead to sustainable performance. Sustainability index can assist LSPs to benchmark their sustainability performance to meet the market requirements. Originality/value The novelty of this study is to analyze the issues related to implementation of sustainable practices in an Indian LSP through SAP-LAP framework. It also illustrates the evaluation of sustainability index.

In the present era of the circular economy, sustainable service quality has become an order winning criteria for all logistics provider across the world. The selection of appropriate logistics service providers (LSPs) greatly influences the performance of supply chains in terms of sustainability indicators. Most of the previous studies have not considered sustainability measures in the evaluation of logistics service providers. Therefore, the uniqueness of this study is that we are proposing a framework for selecting the best logistics provider based on sustainable service quality. Total seventeen attributes related to sustainable service quality are finalized based on literature review and subsequent focused group discussions. Through a questionnaire-based survey, data from 150 customers of LSPs are collected. Data is analysed through factor analysis and seventeen attributes of sustainable service quality are categorized into five factors namely Commitment, Competence, Communication, Creativity & Customization, and Coordination and Collaboration. It is named as a 5C framework. This framework is further used to illustrate the selection of best LSP based on sustainable service quality. Listed attributes are evaluated through hybrid Fuzzy Analytic Hierarchy Process (AHP) and Fuzzy Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) techniques. This decision-making framework is illustrated with the help of a real-life case study. Sensitivity analysis is also done to validate the robustness of the proposed framework. From this study, it has been observed that the development of competencies for the adoption of sustainable practices should be the thrust area for logistics service providers. Findings imply that the logistics providers should give more focus on sustainable network optimization, response time reduction, reliable green services, flexibility in green processes, and development of mutual trust with all stakeholders to become the first choice of their customers. Insights from the study will help LSPs to develop their strategies for ensuring sustainable service quality to customers.

Due to globalization and fast growing e-commerce businesses, the scale of Logistics Service Providers (LSPs) in India is expected to increase. LSPs support their client organizations to provide a smooth and timely delivery of goods. LSPs provide flexibility in their processes to meet the dynamic requirements of their customers. In this chapter, there is an attempt to identify the best practices followed by Indian LSPs and to rank the identified best practices. The best practices have been categorized into four major categories, that is strategic, operational, technical, and societal, based on literature review and opinion of experts. Further, twenty best practices were identified as subcategories under above-defined categories. The experts were asked to rate the 20 factors as per their importance. Further, to rank the best practices, a fuzzy AHP approach was applied. Based on priority weights, different categories were ranked in decreasing order as Operational (0.45), Strategic (0.41), Technical (0.10), and Societal (0.03). It has been observed from the study that the top 4 most important factors among all the 20 factors are safe delivery of shipments, use of eco-friendly fleet, reduction in carbon emission, and timely delivery. The study is likely to assist organizations in familiarizing with the strengths and practices used by Indian LSPs so that they can set up their perceptions and expect for their fulfillment. The research is also expected to help unorganized and budding LSPs to recognize their weak factors, which require further improvement and can excel to fulfill the dynamic market needs.

Purpose The purpose of this paper is to understand how logistics service providers manage their operations for sustainable service quality and operational excellence. This study is also trying to propose a framework for measuring service quality index along with some research propositions for analyzing service quality and operational excellence. Design/methodology/approach The detailed case analysis on sustainable practices of Indian logistics service providers (LSPs) has been done on the basis of case study approach suggested by Eisenhardt (1989). After this case analysis, service quality index is evaluated for the given company based on Cleveland et al. (1989) framework. The SWOT and performance analysis of the case organization has been also done, which is further followed by development of framework and propositions for analyzing service quality and operational excellence for LSPs. Findings It can be observed from in-depth case analysis that LSPs are making use of green practices to conserve resources for long-term sustainability. LSPs optimize their resources and use sustainable practices in the form of use of reusable and recyclable packaging materials, rain water harvesting, use of solar panels, innovations such as trucking cube, safety concern toward goods and contribution toward environment and society. Practical implications Resources optimization and green management practices are essential for LSPs for benchmarking environmental performance and for improving service quality and operational excellence. Originality/value This study has tried to analyze green logistics practices for sustainable service quality and proposed a framework for quantifying sustainability.

PurposeThe purpose of this study is to identify sustainability practices and to propose a framework for evaluating the sustainability index of logistics service providers (LSPs).Design/methodology/approachSustainable practices followed by LSPs are identified through literature review and analysis of a case study. Thirteen such sustainable practices are identified. Thereafter, with expert inputs, nine sustainable practices are shortlisted and considered for the evaluation of the sustainability index in the proposed framework. Graph Theory Matrix Approach has been applied to evaluate the sustainability index of an LSP.FindingsMajor practices identified for evaluating sustainability index include the use of recyclable packaging, use of renewable energy sources, green procurement, reduction in carbon emissions, use of CNG/electric vehicles, rainwater harvesting and so on. The sustainability index of an LSP is evaluated by using the proposed framework.Practical implicationsLSPs can benchmark their sustainability index with respect to the best in the industry. Based on it, LSPs can also identify potential areas for improvement.Originality/valueNovelty of the study lies in the proposed framework for evaluation of sustainability index which can be used to develop strategies for green logistics. LSPs can also improve their performance in terms of sustainability measures by adopting green logistics.

Due to advancement of technology and globalization, the organizations are giving more importance to the supply chain integration, taking support from logistics service providers (LSPs) and practice several initiatives in direction of sustainability. The assets, processes and performance capabilities of LSPs can be used as an indicator to comprehend and evaluate effective and sustainable service quality management. In this article, there is an attempt to understand and analyse all important components required by LSPs to serve their customers with best quality of services. A comprehensive framework is proposed for evaluating the services of logistics providers. The services are evaluated on the basis of LSPs assets, processes, service quality attributes and sustainable performance parameters. A case study on Indian logistics service provider is taken to support the proposed framework in a real scenario. The assets and processes in context to given case organization are discussed in detail. The service quality index is also evaluated for estimating the quality of services of firm by taking inputs from their customers. After discussing service quality analysis, the performance analysis is done along with SWOT Analysis. Findings of the study will help professionals in developing appropriate strategies for effective and sustainable supply chain management.

E-Governance is being encouraged in most of the countries of the world for providing effective e-services to their citizens. In India, many planned e-governance projects under the National e-Governance Plan (NeGP) could not be implemented effectively due to various implementation barriers. In this study, the objective is to identify and analyze the key barriers which impede effective implementation of Indian e-governance projects. Based on literature review and experts’ opinion, 14 key barriers in the implementation of e-governance are identified. This is the first type of article where the causal model for understanding the relationship among identified barriers is developed by using interpretive structural modeling (ISM). Then, further, the barriers are categorized as drivers, dependent, autonomous, and linkage variables based on their driving and dependence power with the help of MICMAC Analysis. Out of 14 barriers, 6 have been identified as dependent barriers, 6 as driver barriers, and 2 as linkage barriers. No barrier is identified as autonomous barrier. Lack of political will is found to be the most crucial driving barrier in implementing e-governance projects. This study is expected to provide useful inputs to practitioners in terms of crafting better implementation strategies for better service quality of e-governance initiatives.

In the era of globalization, the scope of logistics service providers (LSPs) is expected to grow exponentially in India. In order to sustain and grow, LSPs need to provide quality services to the organizations. The objective of this article is to identify the important critical success factors (CSFs) for LSPs to deliver sustainable service quality and to rate the importance of identified CSFs by using fuzzy TOPSIS methodology. Twelve CSFs were identified from the literature review. The experts were asked to provide inputs, and rate each of these 12 factors in terms of their importance. Further, a fuzzy TOPSIS approach was applied for prioritizing CSFs. The findings of the study show that the top four prioritized factors among all the 12 factors are committed management and workforce, understanding and analysis of customer needs, service quality and reliability, and integrated logistics management. The study will enable the LSPs to understand the expectations from shippers in order to provide sustainable service quality. The research will also help LSPs to identify the factors on which they have to work to fulfil market requirements.

In developing country like India, logistics sector is in booming stage and grabbing opportunities to grow infinitely. Currently, Logistics sector contributes around 14% in GDP in India. Boom in e-commerce industry and initiatives like MAKE in India, will definitely bring substantial growth for Logistics Service Providers (LSPs). The LSPs need to redesign their strategies in order to grab all upcoming opportunities. Many challenges are faced by logistics service providers in order to deliver shipments on promised time and in desirable condition. Although, Government has already initiated several mega projects to support LSPs but still it is not synchronized with increased industry requirements. Fragmented and unorganized sector, Infrastructural bottlenecks and Cost implications etc. are the main challenges which come across in delivering high quality services to the end customers. In this study, it has been attempted to identify and analyze the key challenges which impede the effective service quality of logistics service providers. Based on the literature review and experts' opinion, ten key challenges faced by logistics service providers are identified. A structural relationship model is developed by using Interpretive Structural Modeling (ISM) and further challenges are categorized as drivers, dependent, autonomous and linkage variables based on their driving and dependence power with the help of MICMAC Analysis. Based on MICMAC analysis, three challenges have been identified as dependent variables, four as drivers, one as autonomous and two as linkage variables. The study is expected to provide useful inputs to practitioners and service providers itself in terms of crafting better strategies which can overcome the identified challenges and can design better solutions for delivering better service quality to their customers.

Due to wide growth of digitalisation and globalisation, organisations need to serve customer demand with quality services, domestically as well as globally. Organisations always preferred to outsource their supply chain and logistics operations to third-party logistics (3PL) for the purpose of timely delivery and better service quality. This article aimed to find out the key parameters that affect the quality of services provided by 3PL to the organisations. Assets, processes and services are the three broader categories desired by organisations at the time of selection of best 3PL. The evaluation of parameters under these categories has been done by using Analytical Hierarchical Process (AHP) and the ranking of parameters may help the organisations to make the best decision regarding selection of best 3PL among all the available alternatives.

E-governance is well recognized concept in today’s business environment .E-governance provides flexibility to the citizens of the country by shifting government services from tradition form to digital form. In developing country like India, the citizens are also starving towards adoption of e-governance practices. Moreover, Indian government is initiating digitalization rigorously in almost all fields. Any e- governance project moves through the three stages i.e. planning, implementation and adaptation by citizen. Usually, e-governance projects starts with discussions with senior government officials after doing deep need analysis and the technicians involved in implementation of e-governance projects and finally, adopted by the citizens of country. E-governance brings more transparency and accountability in the government system. Many e-governance projects in developing countries like India are at different stages of progression. The government developed various e-governance portals as interface to provide their services online as well as offline in adoption phase.The objective of this paper is to understand and analyse the various parameters which make impact on the assessment of e-governance portals. E-governance portals are evaluated on the attributes such as static appearance, features and service quality by the citizens. Under these aspects, many parameters are identified from vast literature review and then shortlisted with the help of expert’s opinion. A framework is developed on the basis of shortlisted parameters. Further, aspects and parameters are prioritized by using Analytical Hierarchy Process (AHP). The study identifies the most important aspect for evaluation of e-governance portal is service quality. The findings of the study will be highly useful for the developers of e-governance portals. For more successful e-governance projects, the developers and practitioners may adopt these findings at the time of planning, designing and implementing of e- governance project