Extending the Network: Defining Product Delivery Partnering Preferences for Omni-channel Commerce

Omni-channel commerce involves combining traditional commerce with online commerce by integrating processes in a harmonious and complementary way throughout the organizational and IT chain, and includes external logistics partners in these processes. The objective of this research is to aid retailers in the decision on these third party logistics (3PL) partners for product delivery. The intended methodology is to develop a logistics capability framework for 3PL channel partner assessment. Based on a SERVQUAL methodology and gap analysis, a partner preference model is developed.