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Innovative solutions for enhancing customer value in liner shipping

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  • Lam, Jasmine Siu Lee
  • Zhang, Xiunian

Abstract

In liner shipping, business conditions have become tougher in recent years in an already very competitive industry. Retaining customers and trying to attract new customers are crucial for liner companies’ survival. Thus, it is vital for liner companies to deliver superior customer value with limited resources. This study aims to introduce 7 innovative solutions as design requirements (DRs) and examine to what extent these 7 solutions facilitate to enhance 5 proposed customer values (CVs) in liner shipping. CVs and DRs are identified based on literature analysis and then validated by interviewing academic and industry professionals. A case study of K Line provides insight of the relationship between the CVs and DRs. The Fuzzy QFD approach is deployed to analyze the relative importance of each DR. The results reveal that “Use of Eco Ship and Eco Container Technology”, “Big Data Solution for Ship Information Management” and “Automation and Digitalization of System” are the three most effective innovative solutions for enhancing customer value in liner shipping.

Suggested Citation

  • Lam, Jasmine Siu Lee & Zhang, Xiunian, 2019. "Innovative solutions for enhancing customer value in liner shipping," Transport Policy, Elsevier, vol. 82(C), pages 88-95.
    • Handle: RePEc:eee:trapol:v:82:y:2019:i:c:p:88-95
    DOI: 10.1016/j.tranpol.2018.09.001
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    References listed on IDEAS

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    1. Lam, Jasmine Siu Lee & Bai, Xiwen, 2016. "A quality function deployment approach to improve maritime supply chain resilience," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 92(C), pages 16-27.
    2. Bottani, Eleonora & Rizzi, Antonio, 2006. "Strategic management of logistics service: A fuzzy QFD approach," International Journal of Production Economics, Elsevier, vol. 103(2), pages 585-599, October.
    3. Bottani, Eleonora, 2009. "A fuzzy QFD approach to achieve agility," International Journal of Production Economics, Elsevier, vol. 119(2), pages 380-391, June.
    4. Zhang, Xiunian & Lam, Jasmine Siu Lee, 2018. "Shipping mode choice in cold chain from a value-based management perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 110(C), pages 147-167.
    5. Kahraman, Cengiz & Ertay, Tijen & Buyukozkan, Gulcin, 2006. "A fuzzy optimization model for QFD planning process using analytic network approach," European Journal of Operational Research, Elsevier, vol. 171(2), pages 390-411, June.
    6. Laitamäki, Jukka & Kordupleski, Raymond, 1997. "Building and deploying profitable growth strategies based on the waterfall of customer value added," European Management Journal, Elsevier, vol. 15(2), pages 158-166, April.
    7. Abraham Zhang & Jasmine Siu Lee Lam, 2015. "Daily Maersk's impacts on shipper's supply chain inventories and implications for the liner shipping industry," Maritime Policy & Management, Taylor & Francis Journals, vol. 42(3), pages 246-262, April.
    8. Wen-Shyan Yang & Gin-Shuh Liang & Ji-Feng Ding, 2013. "Identifying solutions for adding service value to international port logistics centers in Taiwan," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 15(4), pages 395-415, December.
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    Cited by:

    1. Ilin, IIgor & Maydanova, Svetlana & Levina, Anastasia & Lepekhin, Aleksandr A., 2020. "Northern Sea Route e-platforms: Tools for competitive development," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Jahn, Carlos & Kersten, Wolfgang & Ringle, Christian M. (ed.), Data Science in Maritime and City Logistics: Data-driven Solutions for Logistics and Sustainability. Proceedings of the Hamburg International Conferen, volume 30, pages 441-455, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    2. Yu Guo & Ran Yan & Hans Wang, 2021. "Maximization of container slot booking profits for carriers in the liner shipping industry," Journal of Shipping and Trade, Springer, vol. 6(1), pages 1-10, December.

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