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  • A Framework for adopting a sustainable reverse logistics service quality for reverse logistics service providers [Elektronski vir] : a systematic literature review
    Dabees, Ahmed ...
    Reverse logistics has become a competitive need for sustainability. Lack of resources to apply reverse logistics solutions has severely impacted many supply chains’ costs and customer service, making ... it impossible to meet the expectations of return processing. In those conditions, client demands for higher service quality are the main drivers of effective sustainability operations. This study aims to establish the sustainable reverse logistics service quality (SRLSQ) theoretical framework offered by reverse logistics services providers (RLSPs). The study conducts a systematic methodology protocol by examining reliable academic periodicals using PRISMA guidelines based on the research scope and identified 56 papers from 2011–2022, with the main research focus on SSQ and RLSQ dimensions to develop a research framework. By re-evaluating those factors using the SRLSQ framework and by including sustainability into the service quality approach, this study expanded the practicability of reverse logistic service quality and sustainable service quality. The results point to a knowledge gap when it comes to quantifying the impact of reverse logistics operation process through a triple bottom line approach on customer outcomes, relationship quality (RQ), and mediation of operation risk factor, which could be examined within various contexts in subsequent work.
    Source: Sustainability [Elektronski vir]. - ISSN 2071-1050 (Vol. 15, issue 3, [article no. 1755], Feb. 2023, str. 1-16)
    Type of material - e-article
    Publish date - 2023
    Language - english
    COBISS.SI-ID - 142740739

    Link(s):

    https://www.mdpi.com/2071-1050/15/3/1755
    Digital Library of the University of Maribor – DLUM
    DOI

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