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The purpose of this paper is to determine how customers from different market segments assess the quality of freight forwarding services, depending on the structure of services, as well as the mutual relation between the freight forwarder and the customers.

The research is based on the SERVQUAL model and surveys. The methodology for measuring the quality of logistics services in freight forwarding companies is developed. On the basis of the proposed methodology, the empirical research was conducted. The study includes 120 logistics professionals dealing with import and export trade flows who thereby use the services of freight companies. The verification of the SERVQUAL instrument, results and hypotheses are conducted using the factor analysis and ANOVA.

The results show that logistics service quality (LSQ) of freight forwarding companies in Serbia is not at a satisfactory level. Different market segments evaluate the level of quality of service in a different way. Also, customer exceptions and the level of quality depend on the structure of services, as well as the mutual relation between the freight forwarder and the customers.

Empirical research and the results are limited to the Serbian market, and only one measurement tool.

The procedure and results of the research have practical applications and set the basis for the improvement of forwarding and logistics services.

This is one of the first papers dealing with the LSQ of freight forwarding companies in Serbia. Generally, the developed approach can be successfully applied on other markets, which adds value to this paper. New research hypotheses are developed and tested. In that manner, this paper makes contribution in measuring and improving the LSQ.

Growth strategies, marketing strategy, resources-based value theory, alliance network model, logistic and supply chain.

This case can be used in undergraduate and graduate classes as well as development programmes for managers in small to medium-size enterprises. The case suits courses in business, strategy, marketing and freight forwarding.

Union National Air, Land and Sea Shipping Co (LLC) (UNASCO) is a small to medium-sized freight forwarding company based in the United Arab Emirates (UAE). It has three offices, two in Dubai and one in Abu Dhabi. UNASCO handles commercial imports/exports from/to many destinations, including Europe, Asia, the USA, India, the Far East, Gulf Cooperation Council (GCC), the Middle East (ME) and Africa. UNASCO has been in business for more than 35 years and has run the business smoothly. Recently, the company has faced several internal and external challenges that impact business performance. These challenges are high operating expenses, stiff competition and low market demand. Due to these challenges, the sales staff is being pressured to generate more income to ensure that the company is not experiencing a loss. Now, UNASCO is uncertain how to sustain the business.

The learning outcomes are as follows: to learn about the freight forwarding industry, the competitive landscape and the challenges surrounding it; to enable the participant to generate a list of strengths, weaknesses, opportunities and threats (SWOT) for UNASCO and to gain skill at using SWOT analysis; to increase the participant’s ability to evaluate a situation and effectively communicate remedies about it both in writing and verbally; to enable the participant to analyse a problem using the Fishbone Diagram cause and effect tool; to enable the participant to use the Six Thinking Hats technique to make more reliable and sounder decisions; to gain skill at using Porters Five Forces tool, understand the competitiveness of UNASCO’s business environment, and identify the potential for business growth; and to gain skills at developing a marketing strategy using the 4Ps model.

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

CSS 11: Strategy.

The purpose of this study aims to investigate the relationship between employees’ personality traits and their job performances (including task performance and contextual performance) of Taiwanese freight forwarders by using responses from a NEO Personality Inventory-Revised Form (NEO-PI-R) questionnaire survey.

One of the most popular personality trait model is the five-factor model (FFM), which includes the big five domains, namely, openness, conscientiousness, extraversion, agreeableness and neuroticism (OCEAN). Each of these five domains includes six facets. Previous researchers have used OCEAN factors to describe the relationship between human personality and job performance. NEO Personality Inventory is a professional psychological assessment instrument published by psychological assessment resources. Multivariate analysis technique and regression technique are used to analyze surveyees’ responses.

Research results reveal the following four issues. The seniority of employees in a company has a positive relationship with their conscientiousness. Employees with higher score on the facets of the neuroticism domain have a negative correlation with their task performance and contextual performance. The relationship between employees’ openness to experience and job performance (both task performance and contextual performance) is not significant. Employees’ seniority has a positive correlation with both their task performance and contextual performance. In a nutshell, freight forwarding industry in Taiwan can use the facets in the neuroticism domain to screen and recruit appropriate job applicants. In addition, retaining senior employees could increase a forwarder’s task performance and contextual performance by their high degree of conscientiousness.

FFM model is a psychological theory dealing with the personality traits and human behavior. Freight forwarding is a labor-intensive business and is one of the most important sectors in the logistics industry. According the authors’ knowledge, the application of FFM on the logistics industry is simply not existed.

Human resource management.

Postgraduate and graduate management programs.

Watson and Lilly (W&L) Berhad is the subsidiary of Wanger Group of Company, established in 1822 by Wanger Watson Group, and engages with transportation and logistics, communication and media, and electricity storage activities. The company provides freight forwarding by air, sea, and land, warehousing and distribution, industrial logistics, and stevedoring and port services. The case is all about the issues related to operations and human resource management in W&L Berhad, company in Malaysia. The company management observed that there has been an increasing trend on the number of mis-shipment. The investigation report was too worrisome to the Managing Director. The mis-shipment recorded in September 2011 was 5.91 per cent and by the end of first quarter in November 2012, the mis-shipment increased to 6.71 per cent. On the second quarter starting from December 2012, the mis-shipment continues to increase to 6.99 per cent and by February 2013, the mis-shipment was at 7.56 per cent. An independent consultancy was assigned to analyze the root causes of the issues. The agency found that the business having high operating cost due to operational inefficiency, documentation issues and human resource issues. The case study proposed several solutions to enhance the manpower efficiency, operational effectiveness, and achieving customer's satisfaction.

Learning the nature of business: to explain the nature of freight and forward business and the base of W&L Berhad, Malaysia. Nature of business operation issues: the case can be used to examine the issues of business operations due to mis-shipment in freight and forward companies. Nature of manpower issues: the case can be used to examine the issues of manpower in correlation with a mis-shipment of freight and forward companies. Integrating business and operational issues with customer delight and business loss. Strategic intervention: instructor can explore varied strategic interventions that curb the operational and manpower issues that may lead to business growth and development in freight and forward companies, achieving customer's satisfaction.

Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

British industry suffers collectively from a reputation for poor delivery. What constitutes poor delivery has been examined in a number of studies. Turnbull and Cunningham researched four delivery factors with European buyers of industrial products. Out of five European countries, British suppliers were perceived as having the lowest ratings for speed of delivery, punctuality of delivery, integration with the buyer's production and provision of delivery information. Their work also indicated that British companies had different views on the importance of individual factors to those held elsewhere in Europe.

Reports on an investigation of the buying behaviour of air freight forwarders and tests the validity of one particular model of buying behaviour. The dominant buyclass in freight forwarding is seen to be a modified rebuy and the model is seen to be appropriate. The significance of service rather than price is again noted as a factor for business exploitation.

The recent changes in the international forwarding environment have witnessed the emergence of “new forms” of forwarders incorporating a broad spectrum of services under one roof. Such total logistics companies are becoming a critical third party in obtaining a competitive advantage in foreign markets. Hence, the evaluation and selection of an international freight forwarder is no longer a simple operational decision but a strategic one. Presents and explains an expert systems tool to assist decision makers in selecting the freight forwarder which fits their needs best. The system, called FREIGHT, brings together international marketing, logistics and artificial intelligence knowledge.

This paper aims to study an advanced third/fourth party logistics (3/4PL) relationship in which the logistics service provider extended normal services by taking ownership of the goods during global distribution. It also aims to describe and analyze the approach to the legal rules a 3/4PL provider and its client company took in their contract, and present some remarks on the extent to which these contract solutions are legally sound.

A cross‐functional (business law and logistics) approach is applied to a single case study. The main data source is a written contract, complemented by in‐depth interviews with the 3/4PL's managing director. A legal analysis is made from four perspectives of non‐mandatory and mandatory commercial legal rules.

Issues between the offered service, the legal function and reaction in contracts are pointed out, e.g. doubts regarding the legal risk of sales uncertainty, the ownership of goods, the product liability, and the roles as commercial agent and as freight forwarding agent. These kinds of advanced logistics services are not clearly handled, e.g. in the standard‐form contracts for freight forwarding.

The research is limited to one case and to some aspects of Swedish commercial law, but put in an international perspective. It adds a legal perspective to previous studies on 3/4PL contracts, and it contributes to legal research by its analysis of how firms in real life react to law in their contracts.

Practitioners can get inspiration from an innovative logistics service setup, but also realize what legal challenges to consider when they make their contracts. A tentative approach to aligning logistics' and lawyers' work is suggested.

The paper combines legal and logistics research, and description/analysis of a 3/4PL case where ownership of the goods is transferred to the service provider.

The coronavirus pandemic led to supply chain disruptions resulting in adverse economic impacts on global supply chains. Nationwide lockdowns in countries that play key roles in global manufacturing restricted freight movements through air, ocean, and land routes resulting in delivery delays, higher freight rates and congestion. At the same time, the pandemic has accelerated the growth of the e-commerce sector. Concern around infections has led to a surge in first-time online consumers for categories such as health and pharmaceuticals and fast-moving consumer goods. Companies have had to rethink their approaches to optimising warehouse locations and inventory to meet customer demand. From a freight perspective, the focus has shifted from a single-mode model towards multi-modal logistics to reduce costs and dependence on any one mode. This chapter will review recent developments, long term impacts and opportunities for growth in the context of this important sector and illustrate some of the key impacts of the pandemic using the example of the emerging economy in India. It concludes by synthesising key takeaways and reflecting on the future of the sector.

Since 2000, the value of aircraft assets imported to – and exported from – the Irish economy has increased significantly. In each case, these figures represent a marked rise over a 17-year period. This gives rise to some simple questions: what are the dynamics that give rise to a small, open economy's demand for aircraft assets on this scale? Indeed, is it merely a reflection of our island location or is there something more at play? And can we comment on the role of the air cargo industry in this demand? Ireland's growing aircraft leasing industry is internationally orientated with Ireland emerging as an important hub for this industry. A recent industry estimate noted that nine of the world's 10 largest aircraft leasing companies are located in Ireland with the number of aircraft managed in Ireland at 3,500 (or 50%) of the entire global fleet of leased aircraft. This, in part, is an important contributor to this demand for aircraft assets. The objective of this research is to examine the flow of imports and exports of aircrafts to, and through, Ireland using Eurostat's International Trade in Goods Statistics (ITGS) dataset. The authors also use the International Trade in Services series in the Balance of Payments in order to consider the value, and relative scale, of the services provided by air freight operators in order to provide some context to the role of the air cargo sector.