The new age of customer impatience

TLDR

The paper reviews logistics customer service research from 1990 to 2017, identifies a decline in academic coverage amid rising industry focus, and calls for scholars to investigate customer impatience and emerging issues in omni‑channel and e‑commerce contexts. The authors conducted a systematic review of leading logistics journals from 1990 to 2017 and supplemented their analysis with recent trade publication trends. They found that while early decades saw abundant LCS research, coverage in academic journals has fallen since the late 2000s, creating a critical gap between academia and industry that offers a research opportunity.

Abstract

Purpose The purpose of this paper is to shed light on the body of logistics customer service (LCS) research published in leading logistics journals from 1990 to 2017. Specifically, the paper presents a call to arms for logistics and supply chain researchers to address new and emerging issues impacting customer service in the age of omnichannel and e-commerce retailing. Design/methodology/approach The authors reviewed academic journals to identify articles focusing on LCS from 1990 through 2017. The authors noted trends in academic research activity/focus and supplemented the findings by examining more recent trends covered in trade publication articles. Findings The authors observed a large amount of LCS research in the early 1990s and 2000s, but noticed a substantial decline in coverage within academic journals since the late 2000s while industry continues to give customer service issues even greater attention. The difference between the level of coverage within academic journals and the increased importance firms place on customer service represents a critical gap and opportunity for scholars. This research represents a “call to arms” to address this gap. With particular emphasis on observed customer impatience and escalating requests, within omni- and e-commerce channels of distribution, we suggest greater theoretical insights into customer service strategies and their role in successfully navigating today’s changing logistics service environment are needed. Originality/value The review serves as a call for more attention to customer service issues within leading logistics journals. Suggestions for research into new and emerging topics are offered.