Relevance of Servicescape in Logistics & Supply Chain Management- Warehousing Perspective
(2020) SMMM20 20201Department of Service Studies
- Abstract
- Purpose – The warehousing domain is becoming more and more complex. An increasing number of functions participating in the warehousing process has been highlighted. Simultaneously, warehousing constellations become more purpose built. As warehousing features to be leading service offering, logistics companies face new challenges and tend to develop innovative practices to enhance their output as well. While warehousing environment has a part to influence on the employee satisfaction, it becomes harder for organizations and logistics companies to manage the increasing human behaviour complexity within the warehousing practices. Considering the inclusion of concept from Service Management, this research tries to develop the relevance and... (More)
- Purpose – The warehousing domain is becoming more and more complex. An increasing number of functions participating in the warehousing process has been highlighted. Simultaneously, warehousing constellations become more purpose built. As warehousing features to be leading service offering, logistics companies face new challenges and tend to develop innovative practices to enhance their output as well. While warehousing environment has a part to influence on the employee satisfaction, it becomes harder for organizations and logistics companies to manage the increasing human behaviour complexity within the warehousing practices. Considering the inclusion of concept from Service Management, this research tries to develop the relevance and begin with dissecting the servicescape concept in alignment with warehousing. Academia have focused and relate servicescape with retail sector, there is lack to work in warehousing dynamics. Hence, this thesis will primarily test the linkage between warehousing and servicescape. Research Methodology – The goal of this study is to unite the service management concept of “servicescape” within the logistics function of “warehousing”. Due to the current prevailing situation and a lot of hurdles due to COVID-19 situation. Author had to improvise and compromise on the initial research strategy from time to time. In the end, main research methodology comprised qualitative research tools. It was important to make sure that regardless of outcome the study should have maximum possible reliability and validity for its positive future prospects. Subsequently, strategy evolved around document analysis, to develop as much understanding as of the subject matter to generate concrete outcome. Later, instead of conducting maximum amount of interviews, author was only able to interview 4 Pakistani logistics professional to gain in-depth understanding of current warehousing circumstances and dig in activates related to servicescape. Moreover, 2 detailed observations were conducted at IKEA retail proceedings which relate greatest to a warehousing environment. Lastly, Focus group tool was also used to gather primary data. Hence, author different modes of data collection tools to conduct empirical finding. Findings – First detailed understanding about the usage of servicescape in different environment was gained. Secondly, with the empirical data, there were several similarities between retail scope (Big blue box – IKEA) and warehousing design. Operations in warehouse involve several elements that trigger relationship with the servicescape concept. Few dimensions were already in place and some (Music, & Colour) can be placed for greater impact. Moreover, the employees (internal customer) were part of the study and findings related to their responses also showcased that the concept of servicescape must be unified within warehousing proceedings as well and greater studies need to be done in this area. Contributions - The applicability of servicescape concept on warehousing proceeding was demonstrated. Once recognise holistically across logistics industry, like other industries have also recognise (retail, hotels, and hospitals), it will help warehousing professionals to successfully implement the servicescape strategies within their operations to generate positive impacts and desired results. Moreover, extra information was gathered, to current prevailing knowledge of servicescape as prior there was no focus of assessing it under warehousing proceeding. Hence, the servicescape theory becomes wider than before and gives an opportunity to increase its domain of implementation. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9017299
- author
- Khan, Zaid LU
- supervisor
- organization
- course
- SMMM20 20201
- year
- 2020
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- servicescape, warehousing, logistics
- language
- English
- id
- 9017299
- date added to LUP
- 2020-11-20 10:40:53
- date last changed
- 2020-11-20 10:40:53
@misc{9017299,
abstract = {{Purpose – The warehousing domain is becoming more and more complex. An increasing number of functions participating in the warehousing process has been highlighted. Simultaneously, warehousing constellations become more purpose built. As warehousing features to be leading service offering, logistics companies face new challenges and tend to develop innovative practices to enhance their output as well. While warehousing environment has a part to influence on the employee satisfaction, it becomes harder for organizations and logistics companies to manage the increasing human behaviour complexity within the warehousing practices. Considering the inclusion of concept from Service Management, this research tries to develop the relevance and begin with dissecting the servicescape concept in alignment with warehousing. Academia have focused and relate servicescape with retail sector, there is lack to work in warehousing dynamics. Hence, this thesis will primarily test the linkage between warehousing and servicescape. Research Methodology – The goal of this study is to unite the service management concept of “servicescape” within the logistics function of “warehousing”. Due to the current prevailing situation and a lot of hurdles due to COVID-19 situation. Author had to improvise and compromise on the initial research strategy from time to time. In the end, main research methodology comprised qualitative research tools. It was important to make sure that regardless of outcome the study should have maximum possible reliability and validity for its positive future prospects. Subsequently, strategy evolved around document analysis, to develop as much understanding as of the subject matter to generate concrete outcome. Later, instead of conducting maximum amount of interviews, author was only able to interview 4 Pakistani logistics professional to gain in-depth understanding of current warehousing circumstances and dig in activates related to servicescape. Moreover, 2 detailed observations were conducted at IKEA retail proceedings which relate greatest to a warehousing environment. Lastly, Focus group tool was also used to gather primary data. Hence, author different modes of data collection tools to conduct empirical finding. Findings – First detailed understanding about the usage of servicescape in different environment was gained. Secondly, with the empirical data, there were several similarities between retail scope (Big blue box – IKEA) and warehousing design. Operations in warehouse involve several elements that trigger relationship with the servicescape concept. Few dimensions were already in place and some (Music, & Colour) can be placed for greater impact. Moreover, the employees (internal customer) were part of the study and findings related to their responses also showcased that the concept of servicescape must be unified within warehousing proceedings as well and greater studies need to be done in this area. Contributions - The applicability of servicescape concept on warehousing proceeding was demonstrated. Once recognise holistically across logistics industry, like other industries have also recognise (retail, hotels, and hospitals), it will help warehousing professionals to successfully implement the servicescape strategies within their operations to generate positive impacts and desired results. Moreover, extra information was gathered, to current prevailing knowledge of servicescape as prior there was no focus of assessing it under warehousing proceeding. Hence, the servicescape theory becomes wider than before and gives an opportunity to increase its domain of implementation.}},
author = {{Khan, Zaid}},
language = {{eng}},
note = {{Student Paper}},
title = {{Relevance of Servicescape in Logistics & Supply Chain Management- Warehousing Perspective}},
year = {{2020}},
}