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

Ahmed Dabees, Mahmoud Barakat, Sahar Sobhy Elbarky () and Andrej Lisec
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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

Sustainability, 2023, vol. 15, issue 3, 1-16

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.

Keywords: sustainability; reverse logistics; sustainable reverse logistics service quality; customer satisfaction; operational risk (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (7)

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