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A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review

Author

Listed:
  • Ahmed Dabees

    (College of International Transport and Logistics, Arab Academy for Science, Technology and Maritime Transport, Alexandria 1209, Egypt)

  • Mahmoud Barakat

    (College of International Transport and Logistics, Arab Academy for Science, Technology and Maritime Transport, Alexandria 1209, Egypt)

  • Sahar Sobhy Elbarky

    (College of International Transport and Logistics, Arab Academy for Science, Technology and Maritime Transport, Alexandria 1209, Egypt)

  • Andrej Lisec

    (Faculty of Logistics, University of Maribor, 3000 Celje, Slovenia)

Abstract

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.

Suggested Citation

  • Ahmed Dabees & Mahmoud Barakat & Sahar Sobhy Elbarky & Andrej Lisec, 2023. "A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review," Sustainability, MDPI, vol. 15(3), pages 1-16, January.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:3:p:1755-:d:1038409
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    References listed on IDEAS

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    1. Chukwuebuka M. U-Dominic & Ifeyinwa Juliet Orji & Modestus Okwu, 2021. "Analyzing the Barriers to Reverse Logistics (RL) Implementation: A Hybrid Model Based on IF-DEMATEL-EDAS," Sustainability, MDPI, vol. 13(19), pages 1-24, September.
    2. Mahmoudzadeh, Mahdi & Mansour, Saeed & Karimi, Behrouz, 2013. "To develop a third-party reverse logistics network for end-of-life vehicles in Iran," Resources, Conservation & Recycling, Elsevier, vol. 78(C), pages 1-14.
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    4. Željko Stević & Ilija Tanackov & Adis Puška & Goran Jovanov & Jovica Vasiljević & Darko Lojaničić, 2021. "Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics," Sustainability, MDPI, vol. 13(10), pages 1-17, May.
    5. Rui Ren & Wanjie Hu & Jianjun Dong & Bo Sun & Yicun Chen & Zhilong Chen, 2019. "A Systematic Literature Review of Green and Sustainable Logistics: Bibliometric Analysis, Research Trend and Knowledge Taxonomy," IJERPH, MDPI, vol. 17(1), pages 1-25, December.
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    7. Muhammad Waqas & Qian-li Dong & Naveed Ahmad & Yuming Zhu & Muhammad Nadeem, 2018. "Critical Barriers to Implementation of Reverse Logistics in the Manufacturing Industry: A Case Study of a Developing Country," Sustainability, MDPI, vol. 10(11), pages 1-25, November.
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    9. Kumar, V.N.S.A. & Kumar, V. & Brady, M. & Garza-Reyes, Jose Arturo & Simpson, M., 2017. "Resolving forward-reverse logistics multi-period model using evolutionary algorithms," International Journal of Production Economics, Elsevier, vol. 183(PB), pages 458-469.
    10. Kannan Govindan & Vernika Agarwal & Jyoti Dhingra Darbari & P. C. Jha, 2019. "An integrated decision making model for the selection of sustainable forward and reverse logistic providers," Annals of Operations Research, Springer, vol. 273(1), pages 607-650, February.
    11. Mohamed Abdel-Basset & Abduallah Gamal & Mohamed Elhoseny & Ripon K. Chakrabortty & Michael Ryan, 2021. "A Conceptual Hybrid Approach from a Multicriteria Perspective for Sustainable Third-Party Reverse Logistics Provider Identification," Sustainability, MDPI, vol. 13(9), pages 1-29, April.
    12. Željko Stević & Irena Đalić & Dragan Pamučar & Zdravko Nunić & Slavko Vesković & Marko Vasiljević & Ilija Tanackov, 2019. "A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL," Scientometrics, Springer;Akadémiai Kiadó, vol. 119(1), pages 1-30, April.
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    1. Yu-Lan Wang & Chin-Nung Liao, 2023. "Assessment of Sustainable Reverse Logistic Provider Using the Fuzzy TOPSIS and MSGP Framework in Food Industry," Sustainability, MDPI, vol. 15(5), pages 1-17, February.
    2. Cláudia Viviane Viegas & Alan Bond & André Teixeira Pontes & André Luís Korzenowski & Ronaldo Bordin & Roger dos Santos Rosa & Masurquede de Azevedo Coimbra & Paulo Ricardo Bobek, 2023. "Sustainability Assessment of Medicines Reverse Logistics in Brazil: Outcomes from the National and Local Systems," Sustainability, MDPI, vol. 15(20), pages 1-19, October.
    3. Marcin Relich, 2023. "A Data-Driven Approach for Improving Sustainable Product Development," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
    4. Damianos P. Sakas & Nikolaos T. Giannakopoulos & Nikos Kanellos & Christos Christopoulos & Kanellos S. Toudas, 2023. "Determining Factors for Supply Chain Services Provider Selection and Long-Term Relationship Maintenance: Evidence from Greece," Logistics, MDPI, vol. 7(4), pages 1-21, October.
    5. Yung-Tsan Jou & Cheng-Yi Lo & Klint Allen Mariñas & Charmine Sheena Saflor & Charlie Jade Gutierrez & Cherilyn Sanchez & Danica Songco & Jemer Redston & Mark Bryle Devara & Marr Joseph Bucal, 2024. "Assessing the E-Commerce Sustainability Readiness: A Green Logistics Study on Online Sellers," Sustainability, MDPI, vol. 16(7), pages 1-20, April.
    6. Samin Yaser Anon & Saman Hassanzadeh Amin & Fazle Baki, 2024. "Third-Party Reverse Logistics Selection: A Literature Review," Logistics, MDPI, vol. 8(2), pages 1-14, April.
    7. Khawar Ahmed Khan & Fei Ma & Muhammad Ali Akbar & Mohammad Shariful Islam & Maryam Ali & Shaif Noor, 2024. "Reverse Logistics Practices: A Dilemma to Gain Competitive Advantage in Manufacturing Industries of Pakistan with Organization Performance as a Mediator," Sustainability, MDPI, vol. 16(8), pages 1-20, April.

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