From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers
Logistics has been traditionally viewed as the movement of goods, but the stereotype of logistics as providing solely functional services is undergoing a transformation. Particularly for consumers with an in-home lifestyle, receiving logistics services is one of the effective ways to reaching out to...
| Main Authors: | , , , , |
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| Other Authors: | |
| Format: | Journal Article |
| Language: | English |
| Published: |
2024
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| Subjects: | |
| Online Access: | https://hdl.handle.net/10356/180227 |
| _version_ | 1824454869573959680 |
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| author | Li, Ting Cai, Lanhui Liu, Yanfeng Yuen, Kum Fai Wang, Xueqin |
| author2 | School of Civil and Environmental Engineering |
| author_facet | School of Civil and Environmental Engineering Li, Ting Cai, Lanhui Liu, Yanfeng Yuen, Kum Fai Wang, Xueqin |
| author_sort | Li, Ting |
| collection | NTU |
| description | Logistics has been traditionally viewed as the movement of goods, but the stereotype of logistics as providing solely functional services is undergoing a transformation. Particularly for consumers with an in-home lifestyle, receiving logistics services is one of the effective ways to reaching out to the outside world when they are socially isolated. Therefore, this study aims to explore both the functional value and emotional value of logistics services. A synthesised theoretical framework is proposed which integrates the stimuli-organism-response model, affect transfer theory and logistics service quality model. A total of 632 valid responses were collected for data analysis. The results show that functional value (i.e., perceived service value) and emotional value (i.e., cognitive emotion regulation) jointly influence consumer satisfaction with logistics services. Furthermore, perceived service value is determined by response quality and order discrepancy handling quality, while cognitive emotional regulation is impacted by emotional attachment and self-control seeking. This research extends the scope of logistics research from functional to non-functional aspects by incorporating emotionally relevant factors in logistics services. |
| first_indexed | 2025-02-19T03:29:10Z |
| format | Journal Article |
| id | ntu-10356/180227 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2025-02-19T03:29:10Z |
| publishDate | 2024 |
| record_format | dspace |
| spelling | ntu-10356/1802272024-09-25T01:10:16Z From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers Li, Ting Cai, Lanhui Liu, Yanfeng Yuen, Kum Fai Wang, Xueqin School of Civil and Environmental Engineering Business and Management Logistics services Perceived service value Logistics has been traditionally viewed as the movement of goods, but the stereotype of logistics as providing solely functional services is undergoing a transformation. Particularly for consumers with an in-home lifestyle, receiving logistics services is one of the effective ways to reaching out to the outside world when they are socially isolated. Therefore, this study aims to explore both the functional value and emotional value of logistics services. A synthesised theoretical framework is proposed which integrates the stimuli-organism-response model, affect transfer theory and logistics service quality model. A total of 632 valid responses were collected for data analysis. The results show that functional value (i.e., perceived service value) and emotional value (i.e., cognitive emotion regulation) jointly influence consumer satisfaction with logistics services. Furthermore, perceived service value is determined by response quality and order discrepancy handling quality, while cognitive emotional regulation is impacted by emotional attachment and self-control seeking. This research extends the scope of logistics research from functional to non-functional aspects by incorporating emotionally relevant factors in logistics services. This research was supported by the 4th Educational Training Program for the Shipping, Port and Logistics from the Ministry of Oceans and Fisheries. 2024-09-25T01:10:16Z 2024-09-25T01:10:16Z 2024 Journal Article Li, T., Cai, L., Liu, Y., Yuen, K. F. & Wang, X. (2024). From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers. Journal of Retailing and Consumer Services, 78, 103696-. https://dx.doi.org/10.1016/j.jretconser.2023.103696 0969-6989 https://hdl.handle.net/10356/180227 10.1016/j.jretconser.2023.103696 2-s2.0-85182885519 78 103696 en Journal of Retailing and Consumer Services © 2023 Elsevier Ltd. All rights reserved. |
| spellingShingle | Business and Management Logistics services Perceived service value Li, Ting Cai, Lanhui Liu, Yanfeng Yuen, Kum Fai Wang, Xueqin From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers |
| title | From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers |
| title_full | From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers |
| title_fullStr | From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers |
| title_full_unstemmed | From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers |
| title_short | From a functional service to an emotional 'saviour': a structural analysis of logistics values for in-home consumers |
| title_sort | from a functional service to an emotional saviour a structural analysis of logistics values for in home consumers |
| topic | Business and Management Logistics services Perceived service value |
| url | https://hdl.handle.net/10356/180227 |
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