Multi-stakeholder perspective of courier service quality in B2C e-commerce

Article Authors Metrics Comments Media Coverage Abstract Introduction Material and methods Results Discussion Conclusion References Reader Comments (0) Figures Abstract Under conditions of the rapidly developing e-commerce sector especially during pandemic, ensuring high quality of courier service is essential both for clients, as well as courier companies. However, the literature lacks research linking the perspective of clients and organization in the context of courier service quality. The study aims to identify the factors determining courier service quality, their functions and interrelationships in business-to-customer (B2C) e-commerce. The main effect of research is the relational model, which is an original and complex approach to courier service quality considering the multi-stakeholder perspective of an online shop, a courier company and an e-customer. Apart from scientific contribution, the model can be used into managerial practice to formulate the recommendations for e-commerce and courier service sector. The research process involved using the quantitative method (electronic surveys conducted among e-shops and e-clients) and the qualitative method (in-depth-interviews carried out among courier enterprises). Finally, based on the empirical research results, the structural analysis was used to develop the model. As a result, the following groups of factors were distinguished that determine the quality of courier services: crucial, determinant, result, autonomous and external factors.Narodowe Centrum Nauk

Sustainable production projects – case studies in Turkey

Especially after the Industrial Revolution, the effects of humanity on the climate began to increase to a significant extent. Currently, these negative effects have reached the level that threatens the natural structure. Insensitive and excessive consumption of natural resources leads to an increase of environmental pollution. The concept of “sustainable production” has emerged to face the climate change and global warming. Modern businesses more frequently aim to conduct environmentally friendly projects and changing unsustainable production models. The implementation of sustainability concept into marketing strategy has had a positive impact on consumers and investors. The effective use of clean resources and green energy, the transition to ecological technologies, and the use of environmentally sensitive production principles are also important for compliance with difficult competitive conditions. Global economic and environmental crises in recent years have led to increased international efforts to transform to more sustainable industrial systems. In this study, the concept of sustainable production is discussed and the case studies of sustainable production projects realized in Turkey are examined

Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service

Service quality perceived by clients should be a crucial element in the process of co-creating sustainable services. This article aimed to examine relationships between five constructs: the usefulness of courier services, the ease of use of courier services, the trust in courier services, the service quality, and the future intention to use courier services. This research focuses on courier services. An electronic questionnaire was used to conduct confidential interviews. It was distributed between January and March 2019. The number of questionnaires returned by courier service customers amounted to 1073. The authors used generalized least squares (GLS) of structural equation modelling (GLS-SEM) to verify the hypotheses. The obtained results confirmed statistically significant relationships between the variables of the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality and finally, the service quality and the future intention to use the services. The obtained results confirmed an important role of technological aspects in courier service quality, which will become the main determinant of the development of this sector in the future. The authors proposed a new approach to the definition of trust in service. Apart from the interpersonal trust, they shed more light on the trust in the supplier, i.e., the trust in the used technologies.Narodowe Centrum Nauk

Megaproject management – case studies of Torino, Vancouver and Milano Winter Olympic Games

Olympic Games are giant projects that need to be planned and monitored carefully since the purpose of project is to realize all the tasks within the planned times and costs. The aim of this article is to present two of the past Olympic Winter Games: Torino 2006 and Vancouver 2010 in order to identify success and failures concerning the project management of these megaprojects. The analysis in the research was conducted using case study method. Under some project constrains, the first presented case is considered as an example of failure, while the second one as a successful project. Moreover, the future Olympics of Milano 2026 is presented, which has the chance of becoming a megaproject well man-aged. The article includes the conclusion section presenting the potential of the project of Torino 2026 Olympic Games and the recommendations based on the management of the previous examples of megaprojects

Business culture of corporate giant – a case study of Google company

The objective of the article is to analyse the corporate and business culture of the multinational enterprise on the basis of case study of Google company. The article is mainly focused on the key aspects such as the motivation of the employees or the incentive system developed. Other important issues for the company will also be addressed, such as the role of creativity and innovation. The article reveals the key success factors of the international giant – Google company

Sustainable tourism projects in Turkey

With the increase in income, many people have started to enjoy their free time by travelling around the world. The globalization has led to an increase in tourism traffic, so about 1.5 billion tourists travelled around the world in 2019, while Turkey hosted 52.5 million tourists. The intensity of the pace of work has caused people to look for and go to places where they can relax and to take the edge off. The development of tourism destroyed its elements and resources. Tourism started to develop in Turkey in the 1980s and recently it has reached a saturation level bringing negative consequences. To avoid these damages, the concepts of sustainable development and tourism emerged after the 1980s. This concept has been adapted to tourism to ensure the future generations benefit by minimizing the loss of used resources. The importance of planning was revealed during the study. Turkey wants to be among the top five most touristed countries in the world in 2023 with tourism projects. Tourism planning considers a regional, local, and national scale. According to the concept of sustainability, regional development should be planned. In this study, sustainable tour-ism projects supported by the Ministry of Culture and Tourism, Anadolu Ephesus, and the United Nations – 'Future in Tourism' platform in 2007 –– were examined. The article includes the following sections: sustainable tourism literature review, sustainable tourism projects in Turkey, discussion and conclusion

Business savoir-vivre and culture: differences between Portugal and China

The business world is nowadays more competitive, therefore sometimes the companies are forced to expand outside the national market and seek new customers and partners across borders. In order to achieve success, it is necessary to be aware that we live in a diversified world and that we have to respect the culture of other countries. The knowledge of cultural differences is especially important while doing business in other countries, as it prevents to avoid mistakes that disrespect other cultures. This article intends to address the cultural differences between two countries: Portugal, as an example of European country, and China, as a country that raises a lot of curiosity and has completely different culture and traditions than countries in Europe. Moreover, China and Portugal carries out enhanced international cooperation and transactions. Based on the available literature, the authors intend to emphasize the importance and concept of savoir vivre in business and present the major differences between these two countries

COVID-19 and the impact on the economy and society in Spain

Pandemic COVID-19 has caused many imbalances in political, socio-cultural, economic and ethical aspects. The article considers the negative effects of COVID-19 in many sectors of economy on the example of Spain. The main results of analysis have proved that unemployment rate was growing rapidly in case of Spain reaching one of the highest level on the world. Moreover, the branches of Spanish economy, which suffered the most from the global crisis caused by pandemic, was tourism and hospitality sector. The article also indicates the possible actions that aim to improve the negative consequences of pandemic.These aspects are divided into three blocks: protection of workers in the workplace, encouragement of economic activity and labour demand, support for employment and income maintenance. On the other hand, the authors explain how the situation in education and tourism has been handled. The authors used critical analysis of literature and documents as the research method

From awareness to action:insights from European academics on the integration of permaculture in management education

The study addresses a rather unexplored potential of permaculture, a holistic design system based on sustainable practices, to transform business and management education. It investigates academics’ current levels of knowledge and understanding of permaculture concepts and their willingness to integrate its ethics and design principles into teaching practice. A descriptive survey was conducted among academics in five European countries. Wilcoxon rank-sum tests, Kruskal-Wallis ANOVA, correspondence analysis, and text mining techniques have revealed limited formal knowledge yet strong interest in the integration of permaculture, especially among trained individuals. To address this, a pedagogical intervention is proposed, in the form of a capacity-building programme that fosters permaculture-inspired teaching aligned with key sustainability competencies. This programme encourages critical systems thinking, anticipatory learning, and ethical leadership—essential skills for future managers navigating complex sustainability challenges. This study contributes to the broader agenda of responsible management education through the advancement of pedagogical approaches that embed sustainability values into management curricula.</p