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A Services Operations Performance Measurement Framework for Multimodal Logistics Gateways in Emerging Megaregions

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A Services Operations Performance Measurement Framework for Multimodal Logistics Gateways in Emerging Megaregions A services operations performance measurement framework for multimodal logistics gateways in emerging megaregions Dimitrios Paraskevadakis A thesis submitted in partial fulfilment of the requirements of Liverpool John Moores University for the degree of Doctor of Philosophy. July 2015 Abstract Gateways in emerging megaregions have the available transport infrastructure that could support modal shift and sustainable development and more could be made of them. A gateway is not a defined administration area but rather a functional economic area. Typically it has some port, airport, rail hub and logistics clusters and is key to the regional economy. Existing policies try to achieve an optimisation of the performance of multimodal logistic chains and transport infrastructure, including making greater use of inherently more resource efficient modes, where other technological innovations may be insufficient (e.g. long-distance freight). Emerging megaregions rely heavily on global logistics operations to supply their population, the majority of which is living in metropolitan areas with a higher concentration of greenhouse gases and a heavy concentration of multiple-layer logistics and transport operations, and other urban functions. To address these issues, there is a need for more efficient traffic management solutions, a stronger shift away from road transportation towards more environmentally friendly modes both for freight and for passengers but most importantly the adoption of an integrated methodological approach when assessing existing and planned transport infrastructure by the decision makers with respect to sustainable development. This research provides a novel approach to the literature of performance evaluation of modal shift and transport infrastructure service quality by capturing the involved stakeholders’ perceptions and expectations. The application and combination of the importance- performance analysis (IPA) and analytical hierarchical process (AHP) model in an intermodal transport infrastructure regional case study provides a straightforward methodology for the assessment of sustainable development as a result of an industrial survey. In addition added value is provided to the literature for long term scenarios’ planning for sustainable transport infrastructure. Keywords: Logistics gateways, megaregions, modal shift, transport infrastructure, service operations management, sustainable development. i Acknowledgements Firstly, I would like to thank my first supervisor Dr Jun Ren for his valuable suggestions and guidance during all stages of writing this thesis. Many thanks are also given to the director of the Logistics, Offshore and Marine Research Institute (LOOM) Professor Jin Wang and Dr Steve Bonsall for their friendship, patience and encouragement all these years. I am grateful also to the head of the department of Maritime and Mechanical Engineering at Liverpool John Moores University Professor Ian Jenkinson for supporting my PhD scholarship. I must also express my appreciation to my colleagues in LOOM, Alan Bury, Andrew John and Dennis Atehnjia who have been of great support. Lastly, I am indebted to my wife Katerina and to my parents Apostolos and Zografia for their endless love and full support. Their understanding and faith in me have helped me through this difficult and challenging time. ii Table of Contents Abstract ........................................................................................................................................... i Acknowledgements ........................................................................................................................ ii List of Tables ............................................................................................................................... xiii List of Figures .............................................................................................................................. xiv List of Abbreviations ................................................................................................................... xvi 1. Introduction .......................................................................................................................... 1 1.1 Introduction .................................................................................................................. 1 1.2 Research background .................................................................................................... 1 1.3 Scope of this research and statement of the problem ................................................. 2 1.4 Research aim and objectives ........................................................................................ 3 1.5 Research methodology ................................................................................................. 4 1.6 Structure of the thesis .................................................................................................. 5 2. Literature review on service quality and transport logistics ................................................ 8 2.1 Introduction .................................................................................................................. 8 2.2 The service concept and the evolution of the service operations management perspective ................................................................................................................................ 9 2.2.1 The service encounter and the servicescape concept ........................................ 11 2.2.2 Service quality as a major service encounter competitive component .............. 12 2.2.2.1 Differences between goods and services ....................................................... 13 2.2.3 Service quality management issues .................................................................... 13 2.2.3.1 Customers’ perception of service quality ....................................................... 15 2.2.3.2 Personal factors’ influence on perception of service quality ......................... 17 2.2.3.3 Customers’ expectations of service quality .................................................... 18 2.2.3.4 The missing service quality concept ............................................................... 20 2.3 The need for integrated service management in transport and logistics................... 21 2.4 Emerging megaregions and logistics gateways ........................................................... 22 2.4.1 Megaregions ....................................................................................................... 22 2.4.2 Gateways ............................................................................................................. 24 2.5 Challenges of planning for sustainable transport infrastructure ................................ 27 2.5.1 Development of sustainable transport infrastructure in regional logistics gateways 30 2.5.2 Freight transport infrastructure networks .......................................................... 34 2.5.3 Intermodal transport and the vision of co-modality .......................................... 35 iii 2.5.4 Modal shift and intermodal transport network development ........................... 37 2.6 Performance evaluation gaps of critical priority transport infrastructure projects in regional logistics gateways ..................................................................................................... 41 2.7 The need for an integrated evaluation methodology ................................................. 42 2.8 Summary ..................................................................................................................... 43 3. Research methodology ....................................................................................................... 44 3.1 Introduction ................................................................................................................ 44 3.2 Research design .......................................................................................................... 45 3.3 Research philosophy and research choice .................................................................. 46 3.4 Selected research strategy .......................................................................................... 47 3.4.1 Exploratory research ........................................................................................... 47 3.4.2 Action research ................................................................................................... 48 3.4.3 Single case study survey ...................................................................................... 48 3.4.4 Focus group multi-case survey............................................................................ 49 3.5 Time horizon of the research ...................................................................................... 49 3.6 Data collection and analysis ........................................................................................ 49 3.6.1 Importance-Performance Analysis (IPA) ............................................................. 50 3.6.2 Analytical Hierarchical Process (AHP) analysis .................................................... 56 3.7 Summary ..................................................................................................................... 58 4. Identification of the research setting and methodology for the identification of regional gateways case studies ................................................................................................................
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